北京“接诉即办”的理论基础和发展方向:敏捷治理的视角

The Theoretical Basis and Development Direction of Beijing's"Complaint-on-Demand":An Agile Governance Perspective

北京“接诉即办”改革被誉为超大城市治理现代化的“北京模式”。已有研究围绕“接诉即办”改革的前因后果展开了一系列理论和实证研究,却尚未从中观层面出发对其何以提升超大城市治理效能进行充分的解释和研究。本研究引入公共行政学领域新兴的“敏捷治理”理论视角来分析和预测北京“接诉即办”改革的发展。研究指出北京“接诉即办”体现了包括以用户为中心、拥抱变化、模糊灵敏组织、复杂性分解、技术赋能等敏捷治理的核心要素。同时,北京“接诉即办”改革尚有一些值得完善的方面,而“敏捷治理”框架可以为北京“接诉即办”的未来改革发展提供参考。

Beijing's"Complaint-on-Demand"reform has been hailed as a Beijing model for mega-city governance modernization.A series of theoretical and empirical studies have been conducted on the antecedents and consequences of the"Complaint-on-Demand"reform,but there has not sufficient explanation and research on how it enhances the effectiveness of mega-city governance from the meso level.This study introduces the emerging paradigm of"agile governance"in the field of public administration to analyze and predict the development of Beijing's"Complaint-on-Demand"reform.The study points out that Beijing's"Complainton-Demand"system embodies the core elements of agile governance,including user-centeredness,embracing change,fuzzy and sensitive organization,complexity decomposition,and technology empowerment.At the same time,compared with the agile governance paradigm,there are still some shortcomings that need to be solved in the future development of Beijing's"Complaint-on-Demand"reform,and the"agile governance"framework can provide guidance for the future development of Beijing's“Complaint-on-Demand”reform.