技术嵌入、组织转型与制度重构：矛盾纠纷多元化解机制研究——以“2+3（1）+N”机制管理平台为例

다국어 초록 (Multilingual Abstract)

Against the backdrop of digital transformation, improving the multi-channel dispute resolution mechanism is of great practical significance for enhancing the capacity and level of grassroots governance. Based on the differences in driving forces, research on the multi-channel dispute resolution mechanism can be categorized into three perspectives: technology-driven, organization-driven, and technology-institutional interaction. Taking the “2+3(1)+N” mechanism management platform of D Street in Kunming City as a case, this paper constructs a theoretical analysis framework of “technology embedding-organizational transformation-institutional reconstruction” to explore the practical path of dispute resolution under the synergy of technology, organization, and institution. The research finds that technology embedding is manifested in information and data sharing, service process reengineering, and intelligent information processing; organizational transformation is reflected in interconnecting regional departments, establishing collaborative mechanisms, and standardizing operation systems; institutional reform is embodied in improving the supervision system, expanding social participation, and proactive and precise governance. In the process of promoting organizational transformation and institutional reconstruction, technology mainly presents the following three efficacy logics: building an integrated governance network of “information integration”, optimizing the dynamic governance structure of “organizational collaboration”, and revitalizing the systematic governance mechanism of “linkage-mobilization”. However, in the practical advancement of the multi-channel dispute resolution mechanism, there are three potential risks: first, the application of digital technology faces the challenge of the “digital divide”; second, organizational form transformation leads to the phenomenon of “blurred governance subjects”; third, institutional system reconstruction encounters the predicament of “rule lag”. These problems highlight the deep tension between value rationality and technical rationality, structural flexibility and institutional rigidity in the process of digital transformation of social governance, which must be taken seriously.

다국어 초록 (Multilingual Abstract)

在数字化转型背景下，健全矛盾纠纷多元化解机制对提高基层治理能力和水平具有重要的现实意义。根据动力机制的不同，矛盾纠纷多元化解机制的研究可分为技术驱动、组织驱动和技术—制度交互三种观点。以昆明市D 街道“2+3（1）+N”机制管理平台为案例，构建“技术嵌入—组织转型—制度重构”的理论分析框架，探讨技术、组织与制度协同作用下矛盾纠纷化解的实践路径。研究发现，技术嵌入体现为信息数据共享、服务流程再造、信息智能化处理，组织转型体现为联通地区部门、建立协作机制、规范运行体系，制度变革体现为完善监管体系，扩大社会参与、主动精准治理。技术在促进组织转型和制度重构的过程中，主要呈现出以下三种效能逻辑：搭建“信息整合”的整体性治理网络，优化“组织协同”的动态化治理结构，盘活“链接—动员”的系统性治理机制。然而在矛盾纠纷多元化解机制的实践推进过程中，存在三重潜在风险：其一，数字技术应用面临“数字鸿沟”挑战；其二，组织形态转型产生“治理主体模糊化”现象；其三，制度体系重构遭遇“规则滞后性”困境。这些问题凸显了社会治理数字化转型过程中价值理性与技术理性、结构弹性与制度刚性之间的深层张力，必须加以警惕。