泰州市基于资源整合的公共服务热线平台建设研究

发布时间：2018-12-18 05:23

【摘要】：作为建设“服务型政府”的重要举措之一,公共服务热线在提升行政效能、优化为民服务质量、树立和维护公共部门在公众心目中的良好形象方面发挥了重要作用。但公共服务热线在迅速发展的同时,也暴露出重复建设、过多过滥、各自为政、职能交叉等方面的问题,需要采取必要的措施加以解决。本文以江苏省泰州市整合公共服务热线资源、建设统一的“12345·政风行风热线”平台为背景,研究泰州市公共服务热线平台建设现状,运用调查问卷法、访谈法研究市民及平台管理机构、办理人员对公共服务热线平台的满意度,分析泰州市公共服务热线资源整合中存在的问题及其原因,提出了进一步推进基于资源整合的泰州市公共服务热线平台建设的对策建议。研究结果发现,市民对泰州市“12345·政风行风热线”平台服务的满意度在办理模式、服务态度、办理效率、办理结果方面总体认可度较高；根据访谈的结果,平台管理机构、办理人员对现有模式比较满意。针对泰州市公共服务热线资源整合中的公共服务热线资源的整合缺乏“合法性”、公共服务热线资源整合还不够彻底、资源整合后的平台权限与群众诉求匹配度不高、资源整合后的平台人员配备跟不上工作任务需求、资源整合后的平台技术功能不够健全等方面的问题,本文分析了公共服务热线的制度体系不够健全、部分热线主管部门存在“本位主义”思想、对公共服务热线的投入不足、技术因素限制、热线运作的外部监督机制缺失等方面的原因。本研究从通过相应立法程序解决平台“合法性”问题、继续扩大热线资源整合范围、赋予平台与开展工作相适应的权限、根据工作量的增长适当增配人员、公共财政对平台运行保障必要的经费、对平台的软硬件进行升级改造、拓展社会公众对平台运作的监督渠道等方面,提出了进一步推进基于资源整合的泰州市公共服务热线平台建设的对策建议。
[Abstract]:As one of the important measures to construct the "service-oriented government", the public service hotline plays an important role in promoting administrative efficiency, optimizing the quality of service for the people and establishing and maintaining the good image of the public sector in the public mind. However, with the rapid development of the public service hotline, the problems of repeated construction, excessive and excessive construction, self-administration and overlapping functions are also exposed, which need to be solved by necessary measures. Based on the integration of public service hotline resources in Taizhou City, Jiangsu Province, and the construction of a unified "12345 political style hotline" platform, this paper studies the current situation of the construction of public service hotline platform in Taizhou City, and applies the questionnaire method. The interview method is used to study the satisfaction of citizens and platform management organizations, and the satisfaction of managers to the public service hotline platform, and to analyze the problems existing in the integration of public service hotline resources in Taizhou City and the reasons for them. The countermeasures and suggestions to further promote the construction of Taizhou public service hotline platform based on resource integration are put forward. The research results show that the satisfaction of the public to the service of the "12345 political style hotline" platform in Taizhou City is relatively high in the aspects of management mode, service attitude, processing efficiency and processing result. According to the results of the interview, the platform management agencies, managers are more satisfied with the existing model. In view of the lack of "legitimacy" in the integration of public service hotline resources in Taizhou City, the integration of public service hotline resources is not complete enough, and the platform authority after resources integration does not match well with the demands of the masses. The staffing of the platform after the integration of resources can not keep up with the demands of the task and the technical function of the platform after the integration of the resources is not perfect. This paper analyzes the system of the public service hotline is not perfect enough. Some departments in charge of hotlines have the idea of "orientation", the lack of investment in public service hotlines, the limitation of technical factors, the absence of external supervision mechanism of hotline operation, and so on. In this study, the platform's "legitimacy" is solved through corresponding legislative procedures, the scope of hotline resources integration continues to be expanded, the platform is given the appropriate authority to carry out its work, and appropriate additional personnel are allocated according to the growth of the workload. Public finance provides the necessary funds for the operation of the platform, upgrades the software and hardware of the platform, and expands the channels for supervision of the operation of the platform by the public. The countermeasures and suggestions to further promote the construction of Taizhou public service hotline platform based on resource integration are put forward.
【学位授予单位】：扬州大学
【学位级别】：硕士
【学位授予年份】：2015
【分类号】：D630

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