- 人文与社会
- 文章编号：1009-6000(2026)04-0117-08
- 中图分类号：TU984.2 文献标识码：A
- Doi：10.3969/j.issn.1009-6000.2026.04.017
- 项目基金：南京市青年文化英才培养资助项目“民声数智服务研究博士工作站”的阶段性成果。
- 作者简介：张新生，南京市社会科学院副研究员；
陈熙，河海大学公共管理学院硕士研究生。
- 政务热线赋能城市治理现代化的实践路径
- Practical Approaches to Empowering Urban Governance Modernization via Government Service Hotlines
- 张新生 陈熙
- ZHANG Xinsheng CHEN Xi
- 摘要：
政务热线作为政府与群众沟通的重要桥梁，依托民情上达与政策下传的双向互动机制，构建起高效、便捷的诉求响应体系，契合了需求导向的治理逻辑。政务热线赋能城市治理现代化首先要强化平台建设，推动政务热线从接受群众诉求表达的“受理平台”向感知城市问题、推动问题解决的“治理平台”转变。其次要深度嵌入治理链条、优化供需关系、推动多方参与，完善城市治理的闭环逻辑。最后要基于历史数据积累，深入剖析城市问题的演变规律，推动城市问题的预防式治理，实现城市问题治理从“被动应对”到“主动干预”的结构性转变。 - 关键词：
政务热线；城市治理；接诉即办；未诉先办 - Abstract: As a crucial bridge between the government and the public, government service hotlines rely on a two-way interactive mechanism for conveying public sentiments upwards and government policies downwards to build an efficient, convenient response system for public demands, which aligns with the demand-oriented governance logic. To empower urban governance modernization through government service hotlines, the first priority is to strengthen platform development and transform the hotlines from a “reception platform” that only accepts public appeals into a “governance platform” that senses urban issues and drives their resolution. The second step is to deeply integrate hotlines into the governance chain, optimize the supply-demand relationship, promote multi-party participation, and improve the closed-loop logic of urban governance. Finally, it is necessary to build on the accumulation of historical data to conduct an in-depth analysis of the evolving patterns of urban problems, promote preventive governance, and achieve a structural shift in urban problem management from “passive response” to “proactive intervention”.
- Key words: government service hotlines; urban governance; swift response to public complaints; proactive handling of potential complaints