“技术–制度”视角下“接诉即办”机制逻辑探究——基于北京市朝阳区劲松社区的案例分析
Responding to Complaints Promptly: Exploring the Logic of the “Responding to Complaints Immediately” Mechanism from the Perspective of “Technology-Institution”—A Case Study Based on the Jingsong Community in Chaoyang District, Beijing

社区是国家治理的“末梢神经”，是畅通基层治理的“毛细血管”，在国家治理体系中具有承上启下的枢纽作用。然而，当前社区治理在行政力量与自治力量的磨合、治理政策实施与实际需求的匹配度、行政权力对基层自治空间的介入等方面仍存在缺陷。本研究以北京市朝阳区劲松社区“接诉即办”改革为例，基于“技术–制度”互构的理论框架，通过分析治理创新中技术嵌入与制度保障的互动、调试，探究“微社区”建设背景下“接诉即办”的创新模式与实现路径，旨在为基层治理体系现代化提供新的思考。
The community is considered the “peripheral nerve” of national governance, serving as the “capillary” for smooth grassroots governance and playing a pivotal role in the national governance system. However, current community governance still exhibits deficiencies in areas such as the coordination between administrative and autonomous forces, the alignment of governance policy implementation with actual needs, and the intervention of administrative power in grassroots autonomous space. Taking the “responding to complaints immediately” reform in the Jingsong community of Chaoyang District, Beijing, as an example, this study, based on the theoretical framework of “technology-institution” interaction, explores the innovation model and implementation path of “handling complaints immediately” under the background of constructing “micro-communities”. The aim is to provide new insights for the modernization of grassroots governance systems.