以数据治理促进政府治理:政务热线数据驱动的“技术赋能”与“技术赋权”  

Promoting Government Governance through Data Governance:"Technology Energization"and"Technology Empowerment"Driven by Government Affairs Hotline Data

作　　者：张小劲[1] 陈波 ZHANG Xiaojin;CHEN Bo

机构地区：[1]清华大学政治学系 [2]北京外国语大学国际关系学院政治学系

出　　处：《社会政策研究》2022年第3期47-60,共14页Social Policy Research

基　　金：北京市社科基金青年项目“首都功能定位与户籍制度改革研究”(项目编号:19ZGC012);国家社会科学基金社科学术社团主题学术活动资助项目“智慧社区建设与社区服务智慧化研究”(项目编号:21STA043)。

摘　　要：应用政务热线系统是政府数据治理的重要举措,分析利用政务热线数据是实现技术赋权与技术赋能的关键。本文在对政务热线数据的概念、基本特征、属性、功能进行界定基础上,系统论述了数据治理促进政府治理的机制。本文认为,政务热线数据由公众主动参与生成,其既是政府“用数据进行治理”的新型数据资源,也是“对数据进行治理”的全新回应对象;政府将数字技术嵌入科层制推进治理结构再造与业务流程重塑,通过“以数感知”“依数治理”“循数决策”实现对民众诉求的敏锐把握、科层体制的有效激励和公共资源的科学配置,从而实现政务热线数据对政府科学治理的技术赋能;政府以政务热线数据的回应率、解决率和满意率为激励指标,建立起“上级政府—基层政府—社会”的治理体系,将公众诉求与评价嵌入治理全过程从而实现政务热线数据对政府回应治理的技术赋权。The application of government affairs hotline system is an important approach of government data governance.Analyzing and using government affairs hotline data is the key to the realization of"technology energization"and"technology empowerment".Based on the definition of the concept,basic characteristics,attributes and functions of government affairs hotline data,this paper systematically discusses the mechanism of data governance promoting government governance.This paper argues that the government affairs hotline data is generated by the public's active participation,which is not only a new data source for the government to"governing with data",but also a new responding target of"governing the data".The government has embedded digital technology into the bureaucracy to promote the reconstruction of governance structures and business processes.Through the"data-based"perception,governance and decision-making,the government has had high efficiency in responding to public demands and been able to provide effective incentives for the bureaucracy and the scientific allocation of public resources,so as to realize the technology energization of scientific governance by government affairs hotline data.Taking the response rate,resolution rate and satisfaction rate of government affairs hotline data as indicators,the government has established a governance system of"high-level government–grassroots-level government–society",integrating public demands and evaluation into the whole process of governance,in order to realize the technology empowerment of the government responding to governance by government affairs hotline data.

关 键 词：数据治理 政务热线数据 技术赋能 技术赋权 

分 类 号：D63[政治法律—政治学]