孟凡坤

• 1:中国人民大学公共管理学院
• 2:中国人民大学北京接诉即办改革与社会治理创新中心

摘要(Abstract)：

提升超大城市基层政府回应性有助于打造以个体生活福祉为核心的服务型政府。以12345市民热线为牵引的“接诉即办”机制在全国推广的过程中，多地实践却陷入“忙而无功”的结构性困境。理论界围绕“增强”与“减弱”回应强度形成两条竞争性研究路径，进而陷入进退两难的处境。本文引入诉求属性构建一个类型学分析框架，基于D街道接诉即办改革案例，考察了超大城市基层政府有效回应的内在运行过程。结果表明，基于“公共性-合理性”的诉求交互，基层政府分化出服务优化、实质解决、情感安抚和下沉议事四种行动策略。基于此，本文进一步理论推导出一种“转化式回应”的解释逻辑：作为与环境时刻交互的开放系统，理性的基层政府组织将属地规模化的民意诉求视为一个兼具正负外部性的多层次意义系统，通过将诉求办理与多重基础治理功能相联结，使其从治理负荷与任务转化为治理资源与支点等积极要素，进而修复基层治理生态。这一过程不仅从源头上降低了诉求产生的可能性，缓解了诉求压力，对冲了制度压力，更实现了与其他治理工作的协调而非挤压。从这个角度，遵循事本主义的“短平快”且缺乏转化式回应可能是超大城市基层治理“事倍功半”的深层次原因之一。本文建议从上级分流和基层转化两个方面实现政府均衡回应。

关键词(KeyWords)： 超大城市基层治理;政府回应性;接诉即办;诉求属性;行动策略

Abstract:

Keywords:

基金项目(Foundation): 国家社会科学基金重大项目“超大城市治理的理论和路径研究”(项目批准号:22&ZD172)的资助

作者(Author): 孟凡坤

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• (1)数据来源:内部文件。 (2)数据来源:《2024年北京12345市民服务热线年度数据分析报告》,具体参见https://www.beijing.gov.cn/hudong/jpzt/2024ndsjbg/index.html。 (3)本文的编码原则为“层级+日期”,其中街道编码为JD,社区编码为SQ。