【作者】 于莎莎；

【导师】 王贤文；

【作者基本信息】 大连理工大学 ， 公共管理（专业学位）， 2016， 硕士

【摘要】 当前,我国已进入网络时代,在互联网得到广泛发展的背景下,利用网络这一途径,能够使群众的诉求得到更加快捷的表达,已经成为群众表达诉求的新渠道,而这新的诉求表达方式在我国建设社会主义和谐社会的过程中也给政府的管理工作带来了严峻的挑战,政府回应群众网络诉求作为新兴领域,还面临着从理论到实践的各种难题。如何建立完善政府回应群众网络诉求机制,保证群众的网络诉求能够得到快速有效的回应,是新时期网络诉求回应工作需要解决的重要课题,对于保证政府与人民群众的鱼水关系,增强群众对政府的向心力有着重要的理论意义和现实意义。金州新区作为大连的先导区,成立了金州新区市民诉求服务中心回应全区群众网络诉求,网络诉求回应机制属于起步阶段。本文以大连金州新区政府回应群众网络诉求为典型案例,在分析金州新区市民诉求服务中心工作体系、回应流程的基础上,通过资料收集和调查访谈的形式,发现金州新区政府在回应群众网络诉求方面存在着资源浪费、诉求问题重复出现、诉求回应敷衍了事等问题,并分析其产生的主要原因。通过借鉴先进经验,设计出金州新区政府回应群众网络诉求的新方案,同时进行论证性分析,从强化组织保障;完善诉求平台功能;规范办理业务流程;落实监督审查、考评制度等方面提出金州新区政府回应群众网络诉求的新机制。最后,通过扩大网络诉求覆盖面、强化工作意识、强化业务能力等方式,建立金州新区政府回应群众网络诉求的保障机制。通过新方案和保障机制的“双轮驱动”,以期新区群众网络诉求得以及时回应和有效解决,保障新区政府与群众之间顺利的沟通与互动,有效实现建设服务型政府的目标,为其他地区政府回应群众网络诉求工作提供经验和启示。更多还原

【Abstract】 At present, China has entered the age of network, and at the background of the extensivedevelopment of the network, utilizing network which has been a new way for people’s voicing about their interest requirements promotes better expression of people’s demands,however, the new expressing way has brought serious challenges to the management of the government in the process of building a socialist harmonious society. But as an emerging field, government responses to the masses’ network appeals still face a lot of difficulties from theory to practice. How to build a establish and improve the mechanism of the government’s response to the people’s network requirements which could be ensured to be responded quickly and effectively is an important issue in new era. It is of great theoretical and practical significance to guarantee the relationship between the government and the people and to strengthen the masses’ centripetal force to the government.Jinzhou New District, as the pilot district of Dalian, set up a public service center in response to the network appeals of the whole region, and the network response mechanism is the initial stage. Based on the analysis of the work system and response process of Jinzhou New District Public Service Center, this paper took the government respond of Dalian Jinzhou New District to network appeals as a typical case. The problems of the waste of resources, repeating emergence of appeal problems and slipshod in the work of responding problems, which were found out in the aspect of Jinzhou new district government’s responding to the masses network demands, then analyze the main reasons about those problems through data collection, investigation and interview. By drawing lessons from the advanced experience, the author designed new plans of Jinzhou New District Government and carried on demonstration analysis at the same time. It proposed a new mechanism for government responses of Jinzhou New District to the masses’ network appeals from strengthening organizational security, improving the function of appeal platforms,standardizing the business process, implementing the supervision and examination, evaluation system. Finally, it established a security mechanism for government responses of Jinzhou New District to the masses’ network appeals through expanding network coverage, enhancing work awareness and strengthening business capacity, etc.. Through the "two-wheel drive" of the new plan and the protection mechanism, the author wanted timely responses and effectivesolutions to network appeals in the New District to ensure the smooth communication and interaction between the new government and the masses and achieve the goal of building a service-oriented government, providing experience and inspiration for the governments of other regions to respond to network appeals.更多还原