德州市市民热线政府回应问题研究

发布时间：2018-03-05 17:14

本文选题：市民热线　切入点：政府回应　出处：《山东大学》2015年硕士论文　论文类型：学位论文

【摘要】：近年来,一些地方政府逐渐意识到政府与民众沟通存在障碍的严重性,积极寻求对策来解决政府与民众的良性互动。市民热线(政府热线、市长公开电话)正是在这种背景下应运而生并发展迅速,成为政府与民众沟通的一个重要渠道。如何增强完善市民热线政府回应,以实现政府与民众的良好互动、化解改革中的矛盾问题,是本文的着眼点。本论文按照分析—解决问题的逻辑思路,将理论研究与实证调查研究相结合,综合应用文献分析法、实地调研分析法、案例分析法、比较分析法等研究方法。共分为五部分：第一部分主要介绍论文选题背景、意义、文献综述、研究框架及思路。第二部分为理论研究部分,从市民热线和政府回应两方面阐述,吸收其他研究者的相关成果,为后面分析归纳现状提供了切入点。把市民热线和政府回应两者有机结合,提出市民热线政府回应及市民热线政府回应性的概念与特征等,并从理论角度阐述了市民热线职能与责任。第三部分分析德州市民热线政府回应现状。首先从工作体系、运转流程方面介绍了德州市市民热线的现状；其次,把市民热线政府回应视为一个过程,从公民要求的表达、政府回应、公民反馈三个步骤分析了政府回应动态过程；再次,从回应效率、回应程度、回应质量三方面分析了德州市市民热线政府回应性。第四部分通过数据比较分析及案例分析,提出德州市市民热线政府回应方面存在的问题及原因。第五部分从理性认知、完善路径、配套举措三方面提出完善德州市市民热线政府回应的对策建议。完善路径具体从提高回应效率、增强回应程度、提升回应质量三方面入手；配套举措包括鼓励公民参与、增强培训力度、加强政府信息公开力度等。文章创新在将市民热线与政府回应研究有机结合,提出市民热线政府回应及市民热线政府回应性的概念特征等,并把德州市市民热线政府回应视为动态过程来研究,为增强政府回应能力提供理论上参考和借鉴,对促进德州市的市民热线管理工作、完善政府回应制度具有一定的实践意义。
[Abstract]:In recent years, some local governments have come to realize the seriousness of the obstacles to communication between the government and the public, and actively seek countermeasures to solve the benign interaction between the government and the populace. It is in this context that the mayor has emerged and developed rapidly, becoming an important channel of communication between the government and the public. How to enhance and improve the government response to the public hotline so as to achieve good interaction between the government and the public, According to the logic thinking of analysis-problem solving, this paper combines the theoretical research with the empirical research, and synthetically applies the literature analysis method, the field investigation analysis method, the case analysis method. There are five parts: the first part introduces the background, significance, literature review, research framework and ideas of the thesis. The second part is the theoretical research part, from the two aspects of citizen hotline and government response. Absorbing the relevant achievements of other researchers, it provides a starting point for the following analysis and summary of the current situation. Combine the citizen hotline and the government response organically, put forward the concept and characteristics of the citizen hotline government response and the citizen hotline government responsiveness, etc. The third part analyzes the current situation of the government response to the Texas Citizen Hotline. Firstly, it introduces the current situation of Dezhou Citizen Hotline from the aspects of work system and operation process; secondly, it analyzes the current situation of the Civil Hotline in Dezhou City. The government response is regarded as a process. It analyzes the dynamic process of government response from three steps: the expression of citizen's request, the government's response and citizen's feedback; thirdly, from the response efficiency, the level of response, The response quality is analyzed from three aspects. Part 4th, through the comparative analysis of data and case analysis, points out the problems and causes of the government response. 5th part from the rational cognition. Improve the path, supporting measures to improve the response of the Dezhou City Citizen Hotline government, improve the path from three aspects: improve the response efficiency, enhance the degree of response, improve the quality of response; The supporting measures include encouraging citizen participation, enhancing training, and strengthening the publicity of government information. The article innovates by organically combining the citizen hotline with the government response research. This paper puts forward the concept characteristics of the government response and the responsiveness of the public hotline, and studies the government response of the public hotline in Dezhou as a dynamic process, which provides a theoretical reference and reference for enhancing the government response ability. It has certain practical significance for promoting the management of citizen hotline in Dezhou and perfecting the government response system.
【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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