摘要
“接诉即办”是基于以人民为中心的服务逻辑、以数字技术赋能为基础的政民良性互动机制,具有广阔的价值共创前景。“接诉即办”能够实现数字技术赋能政民互动并助推价值共创的根本原因在于其“以人民为中心”的服务逻辑:坚持为民服务价值,践行全过程人民民主;优化治理主体结构,增强人民主体地位;从需求侧解决问题,提供人民满意的服务。运用“技术赋能—互动治理—社会增值”等三维框架进行分析,发现“接诉即办”本质上是技术属性与互动属性相结合的公共服务创新机制,具有技术、治理和价值创造等三重属性。当前,从“接诉即办”到价值共创,仍然需要在构建一体化数据治理体系、推动精细化和智慧化治理、激发政民互动内源性动力等三个方面集中发力。
"Swift response to public complaints"is a benign interaction mechanism between the Government and the people based on the people-centered service logic and the empowerment of digital technology,and has broad prospects for value co-creation.The fundamental reason why"Swift response to public complaints"is able to achieve the effective empowerment of digital technology for the interaction between the government and the people and promote the value co-creation is that its operation follows the"people-centered"service logic:firstly,it adheres to the value of serving the people,and practices people's democracy in the whole process;secondly,it optimises the governance Secondly,it is to optimise the structure of governance and enhance the people's subjective position;thirdly,it is to solve problems from the demand side and provide services to the satisfaction of the people.The three-dimensional analysis framework of"technology empowerment-interactive governance-social value-added"is used to analyse"Swift response to public complaints",and it is found to be an innovative mechanism of public service that combines technological attributes and interactive attributes,and has the characteristics of technology,interaction and social value-added.It is found that it is essentially a public service innovation mechanism combining technical attributes and interactive attributes,with the triple attributes of technology,governance and value creation.At present,from"Swift response to public complaints"to value co-creation,it is still necessary to make more efforts in building an integrated data governance system,promoting refined and intelligent governance,and stimulating the endogenous dynamics of government-citizen interaction.
作者
曹海军
王丽娟
CAO Hai-jun;WANG Li-juan(School of Liberal Arts and Law,Northeastern University,Shenyang 110000,China;Institute of Frontier Development and Security Governance,Shihezi University,Shihezi 832061,Xinjiang,China)
出处
《理论探讨》
CSSCI
北大核心
2023年第6期76-83,共8页
Theoretical Investigation
基金
国家社会科学基金重点项目“差序格局下市域社会治理现代化的纵向协同机制创新研究”(23AZZ005)。
关键词
“接诉即办”
以人民为中心
价值共创
政民互动
"Swift Response to Public Complaints"
People-Centered
Value Co-Creation
Government-Public Interaction
