民众诉求驱动的基层政民互动模式创新——以北京市“未诉先办”为例

The Innovation of Grassroots Government-Citizen Interaction Model Driven by People's Demands--Taking Beijing's “Processing Anticipated Complaint” as an Example

基层政民互动在国家治理体系与治理能力现代化大趋势下正在发生深刻变化。传统政民互动模式因信息传递壁垒、决策机制缺乏灵活性及服务供给单一性等问题,难以满足民众日益增长的多元化、个性化公共服务需求。相比之下,民众诉求驱动的政民互动模式通过主动收集与分析民众诉求,实现了公共服务的精准供给与高效响应。本文以北京市“未诉先办”实践为例,系统梳理该模式实践的阶段性演变过程,通过分析具体案例,深入探讨民众诉求驱动基层政民互动创新的具体路径。本文通过对比该模式对传统政民互动理论的融合与重构,强调其在公共服务理念、供给机制、绩效评估及信任构建等方面的创新,进而指出民众诉求驱动的政民互动模式要求政府从传统的“管理者”角色转变为“服务者”,将民众的实际需求置于公共服务规划与执行的核心位置,从而实现公共服务价值的最大化。

Grassroots government-citizen interaction is undergoing profound changes under the trend of modernization of national governance system and governance capacity. The traditional mode of government-citizen interaction is difficult to meet the growing demand for diversified and personalized public services due to the barriers to information transmission, the lack of flexibility in decisionmaking mechanisms and the singularity of service provision. In contrast, the citizen's demands-driven government-citizen interaction model realizes the precise supply and efficient response of public services by actively collecting and analyzing citizen's demands, highlighting its unique advantages. This paper takes the practice of “Processing Anticipated Complaint” in Beijing as an example, systematically comprehends the stage-by-stage evolution of this mode of practice, and through specific case analyses, discusses in depth the specific paths of grassroots government-citizen interaction innovation driven by people's demands. By comparing the integration and reconstruction of this model to the traditional theory of government-citizen interaction, this paper emphasizes its innovations in the concept of public service, supply mechanism, performance evaluation and trust construction, and then points out that the people's demand-driven government-citizen interaction model requires the government to change from its traditional role of“administrator” to that of “service provider”, placing citizen's actual needs at the core of public service planning and implementation, so as to maximize the value of public services.