政务热线驱动城市治理现代化的理论框架与体系构建  

A Theoretical Framework and System Construction of the Modernization of Urban Governance Driven by Governmental Affairs Hotline

作　　者：赵娟 张小劲 袁振龙[3] ZHAO Juan;ZHANG Xiaojin;YUAN Zhenlong

机构地区：[1]北京化工大学文法学院,北京100029 [2]清华大学社会科学学院,北京100084 [3]北京市社会科学院,北京100101

出　　处：《北京行政学院学报》2025年第2期87-97,共11页Journal of Beijing administration institute

基　　金：国家社会科学基金青年项目“治理现代化视域下数字政府转型机制与路径研究”(20CHL058)。

摘　　要：政务热线作为连接政府与公众的关键纽带,在推动城市治理现代化进程中发挥着日益重要的作用。基于帕森斯的AGIL模型,提出政务热线驱动城市治理现代化的AGIL理论框架,从流程治理、数智治理、协同治理和回应治理四个路径构建政务热线治理体系。超越对传统热线服务质量认知,该体系将政务热线置于城市治理现代化进程中进行系统考察,便于揭示政务热线在驱动城市治理现代化中的多重角色,强调热线在优化内部流程、技术辅助决策、促进跨部门协作和满足公众需求等方面的多层次功能。政务热线从单纯公共服务工具向综合治理平台转型具有深层意涵,可为未来提升政务热线的服务与治理效能提供理论依据与实践参考。As a critical link between the government and the public,Govermment Service Hotline plays an increasingly important role in advancing the modernization of urban governance.On the basis of Talcott Par sons's AGIL model,this article proposes an AGIL theoretical framework for the modernization of urban gov ermance driven by Government Service Hotline,and constructs a governance system of Government Service Hotline in four ways:Process Govermance,Smart Governance,Collaborative Govermance,and Responsive Governance.The construction of such a system,in which Government Service Hotline is systematically ex amined within the process of the modernization of urban governance in order to reveal multiple roles of Gov ermment Service Hotline in advancing the modernizationof urban govermance and multi-level functionsof ho tline in optimizing internal processes,assisting decision-making with technology,promotingcross-depart mental collaboration,and meeting public needs is emphasized,can go beyond the traditional understanding of hotline service quality.The transformation of Government Service Hotline from a public service tool to a comprehensive governance platform carries profound implications and provides theoretical basis and practi cal reference for optimizing the service and governance efficiency of Government Service Hotline in the fu ture.

关 键 词：政务热线 城市治理 12345 AGIL模型 

分 类 号：D630[政治法律—政治学]