Innovative Public Service Provision:The Practice and Implications of the Immediate Response to Complaints Mechanism

Abstract

In addressing issues and problems that arise in government and social governance,Beijing has taken the lead in reforming the mechanism for immediate response to complaints,and many industries and fields have also adopted the mechanism to improve their workfl ow.The mechanism of immediate response to complaints is a reform and innovation of grassroots governance,which enhance the capability to serve the public by responding to and handling complaints in a timely manner.This paper analyses the basic operation process of receiving and handling and the advantages it plays in practice,and proposes that receiving and handling plays a significant role in the innovation of public service provision from the perspective of public service.The mechanism of receiving and handling plays an important role in the innovation of public service provision.It coordinates all supplying parties and allocates public service resources in a timely and effective manner;improves the efficiency of supply by opening up the information channel;and responds proactively to the situation,transforming passive handling into proactive governance.