从单一结果导向到“过程—结果”导向:政府回应公众诉求的特征分析与路径优化

From Result-oriented to Process-result-oriented Government Response:Characteristic Analysis and Path to Realization

目前政府回应公众诉求具有明显的单一结果导向特征,具体表现为将平息突发事件及其舆情作为回应的首要目标,且倾向于采取权宜式的回应手段。然而,这种政府回应方式容易带来回应目标的错位,消解地方政府的公信力,增加社会稳定的长期风险。因此,政府回应公众诉求亟需实现从单一结果导向向“过程—结果”导向的转型。“过程—结果”导向式政府回应并不以快速平息特定突发事件为目标,而是致力于归纳与提炼突发事件背后深层次的社会问题及其根源,并根据问题的合理性与优先度对其进行符合程序正义的回应与解决。公众参与和民主协商是“过程—结果”导向式政府回应的核心,这不仅能提升公众对决策过程的认同度和对决策结果的接受度,还有助于推动多元主体的参与与合作,实现长效的社会治理。

At present government response demonstrates obvious result-oriented characteristics.When responding to citizen demands,local governments take calming emergencies and its accompanying online public opinion as their first priority and tend to adopt expedient means.This kind of government response will lead to misalignment of response objectives,erode the credibility of local governments,and increase the long-term risk of social stability.Therefore,there is an urgent need for government response to shift from result-oriented to process-result-oriented.The process-result-oriented government response does not aim to quickly quell specific emergencies,but to identify the social problems and causes beyond the emergencies and systematically respond to and solve these problems according to their reasonableness and priority.Public participation and democratic deliberation are the core of process-result-oriented government response,which not only help improve public’s understanding of the decision-making process and acceptance of the final results,but also promote multi-player participation and cooperation so as to achieve long-term social management goals.