【摘要】：作為建設(shè)“服務(wù)型政府”的重要舉措之一,公共服務(wù)熱線在提升行政效能、優(yōu)化為民服務(wù)質(zhì)量、樹(shù)立和維護(hù)公共部門(mén)在公眾心目中的良好形象方面發(fā)揮了重要作用。但公共服務(wù)熱線在迅速發(fā)展的同時(shí),也暴露出重復(fù)建設(shè)、過(guò)多過(guò)濫、各自為政、職能交叉等方面的問(wèn)題,需要采取必要的措施加以解決。本文以江蘇省泰州市整合公共服務(wù)熱線資源、建設(shè)統(tǒng)一的“12345·政風(fēng)行風(fēng)熱線”平臺(tái)為背景,研究泰州市公共服務(wù)熱線平臺(tái)建設(shè)現(xiàn)狀,運(yùn)用調(diào)查問(wèn)卷法、訪談法研究市民及平臺(tái)管理機(jī)構(gòu)、辦理人員對(duì)公共服務(wù)熱線平臺(tái)的滿意度,分析泰州市公共服務(wù)熱線資源整合中存在的問(wèn)題及其原因,提出了進(jìn)一步推進(jìn)基于資源整合的泰州市公共服務(wù)熱線平臺(tái)建設(shè)的對(duì)策建議。研究結(jié)果發(fā)現(xiàn),市民對(duì)泰州市“12345·政風(fēng)行風(fēng)熱線”平臺(tái)服務(wù)的滿意度在辦理模式、服務(wù)態(tài)度、辦理效率、辦理結(jié)果方面總體認(rèn)可度較高；根據(jù)訪談的結(jié)果,平臺(tái)管理機(jī)構(gòu)、辦理人員對(duì)現(xiàn)有模式比較滿意。針對(duì)泰州市公共服務(wù)熱線資源整合中的公共服務(wù)熱線資源的整合缺乏“合法性”、公共服務(wù)熱線資源整合還不夠徹底、資源整合后的平臺(tái)權(quán)限與群眾訴求匹配度不高、資源整合后的平臺(tái)人員配備跟不上工作任務(wù)需求、資源整合后的平臺(tái)技術(shù)功能不夠健全等方面的問(wèn)題,本文分析了公共服務(wù)熱線的制度體系不夠健全、部分熱線主管部門(mén)存在“本位主義”思想、對(duì)公共服務(wù)熱線的投入不足、技術(shù)因素限制、熱線運(yùn)作的外部監(jiān)督機(jī)制缺失等方面的原因。本研究從通過(guò)相應(yīng)立法程序解決平臺(tái)“合法性”問(wèn)題、繼續(xù)擴(kuò)大熱線資源整合范圍、賦予平臺(tái)與開(kāi)展工作相適應(yīng)的權(quán)限、根據(jù)工作量的增長(zhǎng)適當(dāng)增配人員、公共財(cái)政對(duì)平臺(tái)運(yùn)行保障必要的經(jīng)費(fèi)、對(duì)平臺(tái)的軟硬件進(jìn)行升級(jí)改造、拓展社會(huì)公眾對(duì)平臺(tái)運(yùn)作的監(jiān)督渠道等方面,提出了進(jìn)一步推進(jìn)基于資源整合的泰州市公共服務(wù)熱線平臺(tái)建設(shè)的對(duì)策建議。
[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.
【學(xué)位授予單位】：揚(yáng)州大學(xué)
【學(xué)位級(jí)別】：碩士
【學(xué)位授予年份】：2015
【分類號(hào)】：D630

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