指派责任制:回应性政府建构的一种有效机制

Dispatched Responsibilty:An Effective Mechanism of Responsive Government Construction

数据和既有研究表明,中国诸多城市政府通过建设政务热线而具有较高的回应性,其背后的责任机制值得深究。中国城市政府的强回应性源于以“工单”为中心,建立了一套有效的“指派责任制”,实现了政府流程再造,责任机制重塑,从而形成了一种新的事本主义治理逻辑。市民通过热线平台表达诉求,并与市级政府建立直接联系;诉求转化为“工单”,热线平台代表市级政府以“指派工单”的形式明确责任主体及边界,并采用“限时办结机制”“协调督办机制”“评估反馈机制”等激励和约束机制,确保政府回应性保持在较高水平。

Based on the research on the operation mode of the"12345"citizen hotline of the Shanghai Municipal Government,this paper finds that the strong responsiveness of the Chinese city government stems from the use of technology platforms to establish an effective"dispatched responsibilty"centered on work orders,which realized the reengineering of government processes and the reshaping of the responsibility mechanism,and thus forming a new logic of governance.Citizens express their appeals through the hotline platform and establish direct contact with the municipal government;the appeals are transformed into"work orders",and the hotline platform represents the municipal government in the form of"dispatched work orders"to clarify the subject of responsibility and the boundaries,and adopts"time-limited settlement mechanism""coordination and supervision mechanism""evaluation and feedback mechanism"and other incentive and restraint mechanisms to ensure that the government's responsiveness remains atahighlevel.