"one-stop" Complaint Reporting Service Research In China

The development of right and democracy diversifies the ways of public participation. How to meetpublic needs is the key point to enhance the ability of responsiveness for the government.This article is mainly to talk about how to enhance the integrated responsiveness of government, from the perspective of collaborative governance, network governance and holistic governance, so that the research can help to raise the speed and accuracy of government responsiveness.The case study,"One-stop service for visits and letters", provides the best case for integrated responsiveness, especially the case of Hongkou district, Shanghai. It is proved that the integration of objectives, organizations, procedures and information systems will enhance the speed and accuracy of government responsiveness.Integrated responsiveness, for citizens, can receive more professional service and reduce the cost of demand proposing; for the departments of government, can focus on the professional service provision and information sharing; for the outside participants, can gain the resource to develop. For realizing these goals, the four core institutions (Objective, Organization, Information system, Procedure) and three key factors (Culture, Resource, Encouragement system) are needed to rebuild and integrate. And the last but not the least, speed and accuracy will be used to measure the effect of integrated responsiveness. It is a trend to provide One-stop service for visits and letters in an integrated way.