“高效办成一件事”改革的流程再造与优化路径——以“新生儿出生一件事”为例

The Process Reengineering and Optimization Path of the “Efficiently Handling One Matter” Reform—Taking “Newborn Birth One Matter” as an Example

摘要: “高效办成一件事”是2024年以来国务院重点部署的政务服务改革，旨在通过流程再造和数字赋能，推动政务服务从可办向好办、易办转变。“新生儿出生一件事”作为个人全生命周期“一件事”的首项，将分散在多个部门的关联事项整合为一次申请、联办联批。本文基于流程再造理论和“分事治理–按事执行”分析框架，以“新生儿出生一件事”为案例进行系统分析。研究发现改革通过技术赋能、组织协同、服务前移三大机制实现了从“多头跑”到“一次办”的流程重构。多地改革实践表明，办事效率有所提高，然而改革仍面临系统稳定性不足、数字鸿沟制约、业务内在顺序与“一次办成”之间的张力等现实困境。优化路径应聚焦于持续优化系统稳定性、加强线上线下融合服务、构建差异化服务路径等方面。“高效办成一件事”改革强调构建以事为中心的服务型政府运作逻辑，是国家治理体系和治理能力现代化的内在要求，研究对理解政务服务流程再造的微观机制、推动“高效办成一件事”改革的纵深发展具有参考意义。

Abstract: “Efficiently Handling One Matter” is a key government service reform initiative prioritized by the State Council since 2024, aiming to transform public services from merely being “doable” to being “easy and efficient” through process reengineering and digital empowerment. “Newborn Birth Service” is the first initiative in the individual’s full life cycle “one-stop service”, integrating related procedures scattered across multiple departments into a single application with joint processing and approval. Based on process reengineering theory and an analytical framework of “task-based governance and execution”, this paper systematically examines the reform using the “Newborn Birth Service” as a case study. The research finds that the reform has achieved a transformation from “running around among multiple agencies” to “handling everything in one go” through three mechanisms: technological empowerment, organizational coordination, and service delivery advancement. Reform practices in multiple regions show improved efficiency; however, challenges remain, including insufficient system stability, the digital divide, and tensions between inherent procedural sequences and the goal of “completing one matter at once”. Future optimization should focus on enhancing system stability, strengthening integrated online-offline services, and developing differentiated service pathways. The “Efficiently Handling One Matter” reform emphasizes a service-oriented government operating logic centered on tasks, reflecting an intrinsic requirement for modernizing national governance systems and capabilities. This study offers valuable insights into understanding the micro-mechanisms of government service process reengineering and advancing the deeper development of the reform.