淮安市政府便民服务热线整合工作分析与对策研究

发布时间：2018-09-18 20:39

【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,市民对城市管理、政府治理、社会服务等领域提出更高要求。政府便民服务热线被看做是政府的客服电话,是政府设立的非紧急类求助热线。淮安市共有41条政府部门服务热线,面对名目繁多的热线,市线求民碰到问题时往往不知道该拨哪条热助,公共服务热线如何适应多元化的社会需求成为亟待解决的问题。文章在梳理了国内外大量关于热线整合研究成果的基础上,深入剖析了淮安市政府部门服务热线的现状和存在的问题,同时借鉴吸取了国内外典型国家热线整合的经验教训,提出了针对淮安市热线整合的对策措施。全文共分为六章:第一章,绪论。主要阐述本研究的背景以及意义、国内外的文献综述、研究思路和方法,为热线整合问题的展开奠定基础。第二章,相关概念及理论基础。通过对政府便民服务热线、公共服务资源整合的概念进行阐述,明确本文研究的重点,同时阐述热线整合的有关理论,包括整体性治理理论、政府职能转变理论和服务型政府理论。第三章,对淮安市政府部门服务热线的现状进行分析,包括淮安市政府各部门热线特别是12345热线的现状,存在的主要问题,并对问题产生的原因进行深层次分析。第四章,国外及国内政府热线整合经验借鉴。通过学习美国、德国等国家的经验和教训以及梳理国内北京、天津等地区的经验,找出适合淮安市热线整合的经验启示。第五章,淮安市政府部门服务热线整合的对策建议。结合淮安市实际就热线整合提出相应的对策建议。第六章,结论。当然,研究也存在很多不足,目前我国政府便民服务热线整合工作还没有形成规模,除北京、天津相对成熟外,各地均处于摸索阶段,理论研究较少,知识也很狭窄,缺少公共管理学、政府管理以及热线整合等方面的理论框架结合下的分析。
[Abstract]:With the acceleration of the urbanization process and the improvement of the people's life facilitation level, the citizens put forward higher requirements for urban management, government governance, social services and other fields. The government convenience hotline is seen as a government customer service line, a non-emergency helpline set up by the government. There are 41 government service hotlines in Huaian city. In the face of various hotlines, the public service hotlines often do not know which hot help should be allocated when they encounter problems, and how the public service hotlines adapt to the diverse social needs becomes an urgent problem to be solved. On the basis of combing a large number of domestic and international research achievements on hotline integration, this paper deeply analyzes the current situation and existing problems of Huaian government service hotline, and draws lessons from the experience of domestic and foreign typical countries. The countermeasures for the integration of Huaian hotline are put forward. The full text is divided into six chapters: chapter one, introduction. The background and significance of this study, literature review at home and abroad, research ideas and methods are described in order to lay a foundation for the development of hot wire integration. The second chapter, related concepts and theoretical basis. By expounding the concept of the government convenience service hotline and the integration of public service resources, this paper clarifies the focus of this study, and expounds the relevant theories of hotline integration, including the theory of holistic governance. The theory of transformation of government function and the theory of service-oriented government. The third chapter analyzes the current situation of Huaian government service hotline, including the current situation of Huaian municipal government department hotline, especially the 12345 hotline, the main problems, and the causes of the problems. The fourth chapter, foreign and domestic government hotline integration experience. By studying the experiences and lessons of the United States, Germany and other countries, and combing the experiences of Beijing, Tianjin and other regions in China, the author finds out the experience and enlightenment suitable for the integration of Huai'an hotline. The fifth chapter, Huaian city government department service hotline conformity countermeasure suggestion. According to the actual situation of Huaian City, the author puts forward corresponding countermeasures and suggestions on hotline integration. Chapter VI, conclusion. Of course, there are also many deficiencies in the research. At present, the integration work of the government convenience service hotline in China has not yet formed a scale. With the exception of Beijing and Tianjin, which are relatively mature, all places are in the exploratory stage, with less theoretical research and very narrow knowledge. Lack of public management, government management and hotline integration under the theoretical framework of the analysis.
【学位授予单位】：大连海事大学
【学位级别】：硕士
【学位授予年份】：2017
【分类号】：D630

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