北京接诉即办改革发展报告（2022～2023）
| 书 名： |
北京接诉即办改革发展报告（2022～2023） |
| 英 文 名： |
ANNUAL REPORT ON BEIJING’S IMMEDIATE ACTION ON REQUEST REFORM AND DEVELOPMENT （2022-2023）
|
| 作 者： |
沈彬华 张强迟行刚胡雪峰汪亮 |
| I S B N： |
978-7-5228-1794-1 |
| 丛 书 名： |
北京基层治理蓝皮书
订阅
|
| 关 键 词： |
地方政府 行政管理 “接诉即办” |
| 出版日期： |
2023-06-01 |
中文摘要
《北京接诉即办改革发展报告（2022～2023）》是由北京市政务服务管理局联合北京市相关政府部门、高校、科研机构、智库和企业的专家撰写的关于北京超大城市治理创新的年度系列报告。
本书分为总报告、改革创新篇、典型案例篇和大事记四部分，综合运用大数据分析、定量分析、定性分析和可视化技术，对以接诉即办改革为主要抓手的北京超大城市治理创新进行全面的梳理和总结，深化对超大城市治理北京模式的研究。
2022年，北京市紧紧抓住贯彻实施《北京市接诉即办工作条例》的关键时机，全面深化接诉即办改革，健全接诉即办工作机制，推动接诉即办实现数字化、智能化转型。
2022年，北京市12345市民服务热线市民反映量持续上升，全年受理量7592.4万件，其中网络渠道受理4202.2万件。直接解答咨询6708.9万件，其余则通过派单方式，交由各区、市属机构、国有企业、街乡镇等单位办理。总体来看，全年群众诉求解决率、满意率稳中有升，各单位承办情况良好。
2022年，市民诉求呈现瞬间冲击、巨量增长和持续高位的特点，北京市接诉即办改革迎来“新型大考”。接诉即办改革持续优化体制机制，作为北京超大城市治理的底层逻辑和基本保障，为城市现代化治理实践提供了“中国方案”和“首都样板”。
北京市接诉即办改革坚持以人民为中心的政治立场，通过一条热线精准把握群众诉求从而解决群众的急难愁盼问题，揭示了当下中国市域治理和政治发展道路的显著特点。
北京接诉即办改革是一次“法治化改革”，实现了在法治轨道中开展改革、在改革过程中推进法治的辩证统一。诉求办理环节是基层治理纳入法治轨道的重要体现，是中国式现代化超大城市治理北京方案的主要创新之处。
北京市政务热线数智化转型已采取拓展“网上12345”、提升热线系统智能化运营水平、运用大数据辅助科学决策和精准施策等措施，实现了全面感知民意、强化协同治理和辅助决策施政，未来面临着全面接诉、全程支撑、全链提升和全量分析的发展前景。
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总报告
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改革创新篇
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典型案例篇
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