天津市政府热线服务整合研究

发布时间：2018-06-16 21:39

本文选题：政府热线 + 公共服务　；参考：《天津大学》2015年硕士论文

【摘要】：随着我国城镇化进程的加快,人民生活便利化水平的提升,人民对城市管理、政府服务、社会服务等领域有更高要求。在加快建设服务型政府的背景下,政府服务专线平台建设发展迅速,获得了高度重视。经过多年发展,完善了服务体系,形成了“省-市-县”三级政府、委办局单位以及公用事业单位、社会服务企业组成的为民服务网络,在解决群众诉求、反映社情民意、提高服务效率、维护社会稳定方面发挥了作用。丰富了服务形式,建设集电话服务、网络服务、手机客户端服务、微信服务于一体的多媒体、多功能政府服务热线,实现了科技、互动、高效的服务。热线服务的快速发展也推动了政府行政观念和职能的转变,将公民的需求作为服务型政府职能界定的依据,以公民满意作为服务型政府评价的标准。电子政务改革,运用科技手段改造了政府服务体系,推进一站式服务,积极回应公众诉求。公共服务的主体可以是多元化的合作网络,政府、社会组织、企业、公民一同治理,构建充满竞争和活力的公共服务体系。本研究从分析政府热线分类和职能入手,运用新公共管理、新公共服务、公民参与、多中心供给、政府购买服务等理论进行政府热线发展分析,通过对天津政府热线的发展和现状进行梳理,分析出现的问题;以天津8890热线为研究案例,重点分析了服务职能、工作流程和运行情况。重点研究了北京、上海、香港、台湾和纽约政府热线的运行和整合经验,通过机构重组、资源整合、技术创新、购买社会服务等对政府热线进行整合建设,重点在工作流程、知识库、绩效考核体系和人员管理制度上进行了研究,旨在建设智能科学、结构优化、廉洁高效的政府服务热线。本研究重点研究热线号码资源整合后的建构问题,虽然有其他各地的经验借鉴,但政府热线的服务效果除了热线中心的高水平管理和服务外,还需要其他各单位整体联动,形成合力,才能推动政府服务向更高水平发展。
[Abstract]:With the acceleration of urbanization and the improvement of people's life facilitation, people have higher requirements for urban management, government services, social services and other fields. Under the background of speeding up the construction of service-oriented government, the construction of government dedicated service line platform has developed rapidly and received great attention. After many years of development, the service system has been perfected, and a network of three levels of "provincial, municipal and county" governments, agencies, public utilities and social service enterprises has been formed to serve the people, to solve the demands of the masses and to reflect the social situation and public opinion. Improving service efficiency and maintaining social stability have played a role. Enriches the service form, builds the collection telephone service, the network service, the handset client service, the WeChat service in an organic whole multimedia, the multifunction government service hotline, has realized the science and technology, the interaction, the high efficiency service. The rapid development of hotline service has also promoted the transformation of government administrative concepts and functions. The needs of citizens are taken as the basis for defining the functions of service-oriented government, and citizen satisfaction is taken as the standard for evaluation of service-oriented government. E-government reform, the use of scientific and technological means to transform the government service system, promote one-stop service, actively respond to public demands. The main body of public service can be a diversified cooperative network, government, social organizations, enterprises, citizens to govern together to build a competitive and dynamic public service system. This study starts with the analysis of the classification and functions of government hotlines, applies the theories of new public management, new public services, citizen participation, multi-center supply and government purchasing services to analyze the development of government hotlines. Through combing the development and present situation of Tianjin Government Hotline, this paper analyzes the existing problems, and takes Tianjin 8890 Hotline as a case study to analyze the service function, work flow and operation of Tianjin Government Hotline. Focusing on the operation and integration experience of government hotlines in Beijing, Shanghai, Hong Kong, Taiwan and New York, integrating and constructing government hotlines through institutional restructuring, resource integration, technological innovation, and purchasing social services, with emphasis on the work flow. The knowledge base, performance appraisal system and personnel management system are studied in order to build an intelligent, scientific, structural optimization, clean and efficient government service hotline. This study focuses on the construction of hotline number resources after integration, although there are other experiences, but the service effect of the government hotline in addition to the high level of management and service of hotline center, it also needs all other units to work together as a whole. The formation of resultant force, can promote the development of government services to a higher level.
【学位授予单位】：天津大学
【学位级别】：硕士
【学位授予年份】：2015
【分类号】：D63

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