关键词: “12345”市民热线, 承办人员, 胜任力, 胜任力模型, 扎根理论

Abstract:

The research on competency is helpful to improve individual work ability and organizational management level. In order to build the competency model of the “12345” civil hotline functionaries, the qualitative research method is adopted, and the appeal functionaries are taken as the research object, and the grounded theory is applied to analyze and theory construct from the case handling recording data and interview data of excellent functionaries in the platform of the Chaoyang District Urban Management and Supervision Center of Beijing. The research results are as follows: (1) Refine work motivation, appeal handling behavior, and interaction between the government and the people are three core areas. (2) The competency model is constructed from five dimensions: work motivation, problem-solving ability, emotional intelligence, communication ability and expression ability. The research compares and analyzes each competency dimension with previous theories, clarifies its role in the process of handling appeals, and complements the theoretical research of competency in China to some extent.

Key words: “12345” citizen hotline, Functionaries, Competency, Competency model, Grounded theory