WEAER共进:“接诉即办”机制优化的路径阐释与价值驱动

WEAER Progress:Path Interpretation and Value Driving of the Optimization of the Mechanism of“Swift Response to Public Complaints”

对北京市丰台区30位居民进行深入访谈,运用扎根理论构建了城市“接诉即办”WEAER整合优化路径模型。研究结果显示,积极推进“接诉即办”的途径、主体、态度、效率和结果等5个主范畴向好提升,能够不断优化“接诉即办”机制。据此提出服务至上融入理念态度、倾听意见提升服务效率、质量保证嵌入服务结果和知行合一指导服务实践等价值驱动优化建议。

In order to further understand the direction of optimization of the mechanism of the“swift response to public complaints”,based on the in-depth interviews with 30 residents of Fengtai District in Beijing City,using the Grounded Theory,a WEAER integrated optimization path model of the urban“swift response to public complaints”mechanism is constructed.The results show that the optimization of the mechanism can be achieved by actively promoting its five aspects of ways,entity,attitude,efficiency,and result.Accordingly,value-driven optimization recommendations are proposed,such as integrating the idea of service-first into conceptual attitudes,improving service efficiency through listening to opinions,embedding quality assurance into service results,and guiding service practice through the integration of knowledge and practice.