Research On Development Dilemma And Countermeasures Of Government Service Hotline In Jingyan County Of Sichuan Province

The government service hotline is an important way for the government to respond and plays an extremely important role in further modernizing the national governance capacity.With its fast response,convenient help,adequate communication and effective appeal,it is the most common,convenient and quickest way for people to reflect their demands,which can help the government perceive the public demand and the city operation status and provide strong support for the government’s scientific decision-making.Thesis takes the operation of the Heart-to-Heart service hotline in Jingyan County as the research object.With the help of theories related to new public service,responsive government and participatory,we study the data of more than 20,695 hotline work orders in the past four years,analyzing their growth,classification and changes through data analysis and on-site interviews;we conduct on-site interviews with 18 hotline processing-related department staffs from the hotline office,county departments,townships and other We collected and mastered the operation of the hotline from the perspective of the hotline office,county departments,and townships;through random sampling,we conducted telephone callbacks to 100 hotline reflectors to analyze the operation effect of the hotline from the reflectors’ perspective,and finally summarized and analyzed the development trend of the hotline in recent years,as well as the current status and problems.As a practice of the theory of grassroots governance,government response and public participation,the Jingyan County Heart to Heart service hotline has achieved more outstanding results.The double increase in the amount of hotline processing and public satisfaction fully reflects the wide coverage of the Jingyan County Heart to Heart Service Hotline,the high degree of public awareness and participation,and the timely government response.But also found in the survey,assessment mechanisms,training mechanisms,publicity guidance,operational systems and other aspects of many problems,resulting in government departments in handling the hotline is not high enough efficiency,the use of results is not effective enough.By drawing on the advanced experience of Beijing and Zhenjiang City,corresponding countermeasures are proposed for the problems found,with a view to better improving public participation and government responsiveness and continuously enhancing grassroots governance.The responses to theory and policy achieve the research purpose of using theory to explain reality and using theory to assist practice,and show the theoretical value and practical concern of this study.