【摘要】 研究以S省政务服务热线归并改革为分析对象，聚焦政务服务热线“结构—功能”整合的实现机制，引入结构功能主义理论，系统梳理热线归并从碎片治理走向平台型协同的过程路径。基于政策文本与半结构式访谈原文的交叉互证，研究发现，S省政务热线归并并非简单的号码合并，而是通过权威统合、需求导向、协同整合与反馈适应四个机制，重塑权力、责任、信息与标准等结构要素，从而破解碎片化困境并带动咨询、投诉、举报、督办等功能的协同提升。整合之所以能够持续稳定运行，在于运行数据与评价结果不断回流并校准规则与流程，形成“结构驱动功能、功能反哺结构”的动态耦合闭环。在理论层面，将结构功能主义理论与中国数字治理实践深度嵌合，丰富了该理论在平台型组织情境中的适用边界；在实践层面，为破解政务服务碎片化难题、提升公共服务效能提供了制度路径与分析工具。更多还原

【Abstract】 Taking the consolidation reform of the provincial government service hotline system in Province S as the empirical context, attention is directed to the mechanisms through which structural–functional integration is realized.Building on structural functionalism, the analysis delineates the processual pathway whereby hotline consolidation shifts from fragmented governance toward platform-based collaboration.Through triangulation of policy documents and semi-structured interview transcripts, the reform is shown to be more than a technical merger of hotline numbers; it operates through four interrelated mechanisms—authoritative integration, demand orientation, collaborative coordination, and feedback-based adaptation—to reconfigure key structural elements such as authority, responsibility, information, and standards.These mechanisms mitigate fragmentation and generate coordinated improvements across core functions, including consultation, complaints, reporting, and supervision.Sustained and stable operation is enabled by the continuous feedback of operational data and evaluation results, which iteratively recalibrates rules and procedures and forms a dynamic coupling loop in which “structure drives function, and function in turn reinforces structure.”Theoretical contributions lie in embedding structural functionalism within China’s digital governance practices and extending its explanatory scope to platform-type organizational settings.Practical implications include an institutional pathway and an analytical toolset for addressing fragmentation in government services and enhancing public service effectiveness.更多还原