基于公共服务导向的上海市民服务热线研究

【作者】 范莉莉；

【导师】 竺乾威；

【作者基本信息】 复旦大学 ， 公共政策， 2013， 硕士

【摘要】 随着我国经济的高速发展及民主建设进程的加快,城市规模进一步扩大,人民生活水平有所提升,参政意识不断加强,对城市管理、公共服务等领域的诉求亦不断增加。因此,为进一步方便群众生活,提高民众接入的便利性,整合所有政府机构的非紧急类服务热线号码,建立城市管理与服务为一体的呼叫平台,是加快政府职能转型的重要课题。通过整合市民服务热线,政府部门可以更准确地把握社情民意,同时可以提高调控社会服务资源的效率。市民可以通过一条热线来满足政务、生活等方面的需求,提高生活质量。对各条热线来说,整合市民服务热线减少了各种热线的无效拨入,提高了自身的服务质量和效率。对各职能部门来说,整合市民服务热线,可以获得更多的有效服务,提高了资源的利用率。因此,基于公共服务导向的市民服务热线整合,是一项转变政府职能、满足市民需求、提高服务效率、加快社会发展的重要举措。目前,在我国以及国外已经出现了一些整合政务或服务资源的热线,本文通过对这些美国具有代表性的市民服务热线进行比较分析,加以借鉴,结合上海的实际需要和热线建设现状,就政府如何整合政府部门和市场服务资源及信息,构建统一的市民服务热线提出对策研究。更多还原

【Abstract】 With the rapid development of economy and democratic construction, the scale of the city is enlarged, people’s living standard and political awareness has been improved, and thus demands for city management and public services have been increased. To better satisfy the growing needs of the citizens, establishing the coupling service hotline is becoming a big issue to the transition of government function.Through the establishment of this coupling service hotline, the government will comprehensively apprehend the public opinions so as to enhance the adjustment efficiency of social service resources. It will be more efficient to meet the citizen’s service requirements on government affairs, daily life, etc. And meanwhile, such establishment advances the service quality and efficiency of the hotline itself and reduces those null calls-in consisting in various hotlines. As far as the social service departments are concerned, this coupling service hotline can increase the using rate against effectual social service resources. Therefore, to establish the coupling service hotline is one of the most important acts against transition of government function, meeting the civil requirements, enhancing the service efficiency and speeding up the progress of social development.Nowadays, the hotlines, which combine government affair resources and social service resources, exist in domestic and overseas range. Through the analysis on the non-emergency hotlines of two typical cities of the States, New York and Philadelphia, the essay studies the feasibility of establishing a coupling service hotline to combine the resources and information against different government departments and social service in Shanghai with the actual requirements of Shanghai citizen and the status of existing hotline.更多还原