Study On The Strategic Response Of The Civil Service Hotline Handling Department Under The Pressure System

Citizen service hotline directly facing the masses is an effective way to build a service-oriented government.In recent years,there have been endless studies on the government hotline,but relatively few studies have been carried out from the perspective of the hotline undertaker.The undertaker is the main body to handle the hotline appeal,and it is the key to do the hotline work well.Therefore,in-depth analysis of the behavioral logic of the hotline undertaker can provide a richer perspective for understanding the operation mechanism of the citizen service hotline.Based on J city live built bureau public service hotline to undertake the work as the research background,the interview method,case analysis,combining qualitative data coding and theme analysis method,according to the logical sequence of "pressure-to-agent",for public service hotline to undertake multiple strategic response to stress,behavior and motivation makes a deep interpretation.The results show that the hotline management departments are in a pressure-type system,and the three pressures are the top-down administrative pressure,the bottom-up external pressure and the horizontal competitive pressure,among which the assessment pressure is regarded as the core pressure.In order to cope with the pressure,the hotline undertaker has created a number of strategic coping behaviors in the work practice,including "operational responsibility mechanism in advance","dynamic response in the event","passive response after the event" and other ways to avoid the assessment and accountability risks.Further research shows that the operating mechanism of the hotline platform,the subjective cognition of the citizens and the factors of the hotline service department themselves are three dimensions to explain the strategic response behavior of the hotline service department.Finally,three policy suggestions are put forward to enhance the development of the Citizen Hotline,including optimizing the operation mechanism of the hotline platform,increasing publicity and positive guidance,and strengthening the construction of the hotline contractor departments themselves.