德州市民热线发展的现状与对策研究

发布时间：2017-12-30 19:23

本文关键词：德州市民热线发展的现状与对策研究　出处：《山东大学》2015年硕士论文　论文类型：学位论文

【摘要】：随着改革开放的不断深入,社会利益关系日趋多元化,一些深层次的矛盾和问题逐渐显现,人民群众的服务需求日益增长,构建一个公平、高效、法治、民本的服务型政府成为各级执政者的第一共识,在各地的不断探索中,市民热线成为了通向这一目标的有效途径之一,并以燎原之势迅速发展起来。本论文从构建服务型政府的视角出发,以德州市民热线为研究对象,系统考量其在服务型政府建设中的作用,并在前人研究的基础上,运用新公共管理理论、新公共服务理论和治理理论等先进理论,充分吸收借鉴国内外相关热线的成熟做法,提出进一步提升市民热线工作的意见建议,为服务型政府建设提供新的理论思考。本论文共分六个部分：第一章为绪论,主要介绍论文研究的背景、意义,学术研究现状,研究方法以及论文的研究重点、难点与创新之处。第二章对服务型政府视域中市民热线的相关理论进行了阐述,主要包括服务型政府、市民热线的概念,新公共管理理论、新公共服务理论、治理理论的基本内涵与借鉴意义,以及市民热线的发展和在服务型政府建设中的积极作用。第三章主要介绍了德州市发展市民热线的主要举措和热线的发展现状及其产生的社会效应。第四章对德州市民热线存在的问题及原因进行了分析。第五章简要介绍了济南、杭州、香港、纽约等国内外地方政府发展民生服务热线的主要做法和经验启示。第六章从服务型政府建设的角度,结合德州实际对完善市民热线提出对策建议。结语部分对全文进行了总结概括,并对下一步的研究方向提出了展望。
[Abstract]:With the deepening of reform and opening up, social interest relations are becoming more and more diversified, some deep-seated contradictions and problems gradually appear, the people's demand for services is growing day by day, to build a fair, efficient, rule of law. The people-oriented service-oriented government has become the first consensus of the leaders at all levels. In the continuous exploration of various places, the citizen hotline has become one of the effective ways to reach this goal. From the perspective of the construction of service-oriented government, this paper takes the Texas Citizen Hotline as the research object, and systematically considers its role in the construction of service-oriented government. And on the basis of previous studies, the use of new public management theory, new public service theory and governance theory and other advanced theories, fully absorb the domestic and foreign related hotlines mature practices. This paper is divided into six parts: the first chapter is the introduction, mainly introduces the background and significance of the research. Academic research status, research methods and research focus, difficulties and innovations. Chapter two describes the relevant theories of citizen hotline in the field of service-oriented government, including service-oriented government. The concept of citizen hotline, the theory of new public management, the theory of new public service, the basic connotation of governance theory and the significance of reference. The third chapter mainly introduces the main measures and the current situation of the development and the social effect of the hotline in Dezhou city. Chapter 4th is the social effect to Germany. The problems and causes of the state citizen hotline are analyzed. Chapter 5th briefly introduces Jinan. Hangzhou, Hong Kong, New York and other local governments at home and abroad to develop the main practices and experience of people's livelihood service hotline. 6th from the perspective of service-oriented government construction. Combined with the actual situation in Texas, the author puts forward the countermeasures and suggestions to improve the citizen hotline. The conclusion summarizes the full text and puts forward the prospect of the next research direction.
【学位授予单位】：山东大学
【学位级别】：硕士
【学位授予年份】：2015
【分类号】：D630

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