近年来，为满足政府改革和社会治理需要，各级政府努力打破传统官僚制的弊端，在增强政府回应性方面积极探索，创造了不少有益的形式，政府回应模式正经历一场从传统的自上而下的主动回应模式和自下而上的被动回应模式到对话式回应模式的变革和转向，这一新型的政府回应模式既顺应推动政策执行民主化与提升政府回应力的理论发展趋向和实践需要，同时又具有诸多的现实可行性。因此，本文采用实证的方法，强化理论与实践相结合，以“事实—价值”为分析视角，以北京市接诉即办机制为例，通过案例研究，深入探讨地方政府在与公众对话沟通过程中的创新、碰撞与纠偏过程，进一步验证“事实与价值统一作用于政府与公众间的对话实践过程”这一假设。

为实现公众诉求与政府回应内容的有效探析，本文选取北京市某一区域性数据即北京市T街道作为个案进行对话式回应考察，采集了自北京市“接诉即办”政策实施（2019年1月）以来T街道收到的所有居民诉求及政府回应内容，共计5432条记录。同时通过对接诉即办系统内12名街道、社区干部及当地群众的非结构性访谈、实地调研及官方文件的阅览等方式，对公众诉求以及政府回应方式与路径进行直接和深度的挖掘。

为深挖对话式回应的优化路径，本文主要通过对地方政府对话式回应的个案分析，论证了对话式回应的决策背景、施压、创新、超载与纠偏过程，在论证过程中，本文发现，话语民主逻辑和刚柔治理逻辑一直存续于对话式回应中，是维持其运行的内在逻辑，且两者之间是相互影响、彼此互动的。通过对地方政府对话式回应的运行过程进行分析，本文发现“对话式回应”这一模式虽然取得了一定成效，但是在组织整合、价值关怀等方面仍然亟需进一步提升，因此，本文认为优化回应主体结构、提升政府回应品质、引导公民理性参与、强化制度闭环管理、完善回应载体建设、强化治理预警和反思，是促进对话式回应向良性态势发展的有效途径。与此同时，本文发现，在事实回应与价值回应的影响下，对话式回应依附于官民互赖性，主要体现在：公民同源的相互理解拉近了距离、信息政策的高度共享促进了共识、权责关系的灵活配置保障了平衡。论文的创新之处在于，通过对北京市T街道接诉即办机制个案研究的优势，在“事实——价值”分析视角下深剖对话式回应模式的优化路径，更好地把握地方政府在对话式回应中的行为脉络，以期为规避官民冲突、实现官民共赢提供解决方向。

In recent years, so as to meet the needs of government reform and social governance, governments at all levels have attempted to overcome the shortcomings of the traditional bureaucracy and actively explored ways to make the government more responsive, which led to many kinds of beneficial forms. At present, the government response mode is undergoing a transition from the traditional top-down active response mode and the bottom-up passive response mode to the dialogue response mode. The new mode of government response not only accords with the theoretical development trend and practical needs of promoting the democratization of policy implementation and improving the government's response ability, but also has various practical feasibility. Therefore, this paper will adopt the empirical approaches to analyze Beijing's Mechanism of Immediate Response to Complaints from the perspective of ‘facts-values’, so that to deeply explore the innovation, collision and correction in the process of dialogue between local government and the public. This study will also further verify the hypothesis that facts and values are unified in the process of dialogue between the government and the public.

In order to complete the effective analysis of the public demands and the government response content, this paper will select the regional data of T District in Beijing as the sample, including all the residents' appeals and government responses since the implementation of the Mechanism of Immediate Response to Complaints (January 2019) in Beijing, with a total of 5432 records. In addition, this paper will carry out an in-depth exploration of the public demands and the paths of the government response, through field research, reading official documents and unstructured interviews with relevant government personnel and the local people.

In order to explore the optimization methods of conversational response, this paper will mainly analyzes the local government's conversational response cases to demonstrate the decision-making background, pressure, innovation, overloading and correction of conversational response. During the argument, it was found that Democratic Logic of Discourse and Rigid-Flexible Governance Logic influence each other, and together constituting the fundamental logic of dialogue response. Through the analysis of the operation process of local government dialogue response, it shows that that mode still needs to be further improved in the aspects of organizational integration, value care and so on, although it has achieved some results. Accordingly, various methods including optimizing the structure of response subjects, improving the quality of government response, guiding citizens' rational participation, strengthening the system, closed-loop management, perfecting the construction of response carriers, strengthening governance, early warning and reflection and so forth, should be regarded as effective ways to promote the development of dialogue response. Moreover, this paper informed that under the influence of fact response and value response, conversational response is attached to the interdependence between the government and the people, which is based on the mutual understanding created by the homology of citizens, highly shared information and flexible allocation of power and responsibilities. The advantage of this research is that, through the case study of T District in Beijing, this paper could deeply analyzes the optimization methods of conversational response mode from the perspective of fact-value analysis, so as to grasp the behavior context of local government in conversational response. Based on that, this paper will try to provide a solution for avoiding conflicts between government and the public.