政府回应驱动下警务沟通创新研究——以北京市接诉即办服务热线为例  

Research on Innovative Policing Communication Driven by Government Response——Take the Beijing Municipal Service Hotline for receiving complaints as an example

作　　者：佟志伟[1] 胡婧[1] Tong Zhiwei;Hu Jing(Beijing Police College,Beijing 102202)

机构地区：[1]北京警察学院公安管理系,北京102202

出　　处：《警学研究》2022年第6期102-111,共10页Police Science Research

基　　金：2021年北京社科基金项目“接诉即办背景下首都公安机关警民沟通机制重塑”阶段性成果,项目编号:21GLB031。

摘　　要：北京市接诉即办“12345”服务热线具体实践是首都治理体系和治理能力现代化的体现,实现政府与民众的积极对话、协商和谈判,通过诉求治理提升群众的获得感、幸福感和安全感。公安机关在基层治理过程中持续推动群众诉求更高标准、更高质量解决,通过警务沟通流程再造创新警务沟通方式方法。研究4个典型案例,发现政府回应驱动下的警务沟通流程主要包括问题感知、诊断问题、明确对象、主动沟通和全面回应5个步骤。在警务沟通流程再造过程中,警务沟通进行了全面创新,沟通主体从“二元”转为“多元”,沟通内容从“业务办理”转为“综合治理”,沟通渠道从“传统沟通”发展为“数智沟通”,沟通反馈从注重“信息下达”到关注“信息反馈”。The“12345”service hotline of Beijing Municipality is the embodiment of the modernization of the capital’s governance system and governance capacity,realizing active dialogue,consultation and negotiation between the government and citizens,and enhancing citizens’sense of gain,happiness and security through appeal governance.In the process of grassroots governance,public security organs continue to promote higher standards and higher quality solutions for citizens’demands,and innovate police communication methods through police communication processes.Analyzing four typical cases,it is found that the police communication process driven by government response mainly includes five steps:problem awareness,problem diagnosis,target clarification,proactive communication and comprehensive response.Police communication has been comprehensively innovated,the main body of communication has changed from“dual”to“diverse”,the communication content has changed from“business handling”to“comprehensive management”,the communication channel has developed from“traditional communication”to“digital intelligence communication”,and communication feedback has changed from focusing on“information delivery”to paying attention to“information feedback”.

关 键 词：政府回应 警务沟通 接诉即办 主动治理 

分 类 号：D631.4[政治法律—政治学]