近年来，公共卫生领域的突发事件频繁发生，不仅给社会和经济带来了巨大的影响，也对政府的应急管理能力提出了更高的要求。特别是新冠疫情的暴发使得各国治理能力、治理水平以及治理智慧受到了前所未有的考验。作为我国“内防反弹”的第一道防线，乡镇政府在疫情防控中发挥着不可或缺的作用，但也暴露出了其在应急管理方面的短板。在此背景下，以职能为中心的传统应急管理模式和应急处置流程已不能满足现代化治理要求，需要对乡镇政府的应急处置流程进行优化或者再造。在优化再造的过程中，要坚持顾客导向、结果导向，以流程为中心，压缩政府管理层级，建立扁平化组织，加强信息共享，强化配套保障，构建“无缝隙”式的应急处置流程。因此，以新冠疫情的防控工作为应急管理的研究对象，进一步探讨乡镇政府在疫情常态化防控中应急处置流程的优化问题具有重要的理论和现实意义。

本研究以湖南省L县C镇为例，运用无缝隙政府理论、政府流程再造理论和公共危机管理生命周期理论，对该镇在新冠疫情常态化防控中的应急管理工作及应急处置流程进行了深入分析。研究发现该镇的应急处置流程主要分为监测预警、初步处置、应急响应、恢复重建四个环节共九个步骤。然而，C镇的应急处置流程存在五方面的问题，包括事前监测预警不完善、事发初步处置效率较低、事中应急响应统筹协调不够、事后恢复重建不及时以及配套不完备。针对出现的这些问题，以无缝隙政府理论、政府流程再造理论和公共危机管理生命周期理论为指导，进行了深入剖析，认为问题根源主要在于：一是没有树立正确的工作理念和导向，对“顾客”和“结果”关注不够；二是流程设计不合理，主要表现在对事前的监测预警和事后的总结评估重视不够以及流程环节整合不足；三是配套保障不充分。基于此，本研究根据流程再造的基本原则，从树立正确的工作理念和导向、优化应急流程、完善配套保障和加强社会动员等四个方面提出了改进建议，旨在为该镇及更多乡镇政府提高应对突发公共卫生事件的应急管理能力、优化改进应急处置流程提供案例参考和路径选择，为广大人民群众的生命财产安全提供强有力的制度保障。

In recent years, the frequent occurrence of public health emergencies has not only brought great impact on the society and economy, but also put forward higher requirements for the government's emergency management ability. In particular, the outbreak of COVID-19 has put the governance capacity, governance level and governance wisdom to an unprecedented test. As the first line of defense in China, township government plays an indispensable role in epidemic prevention and control, but it has also exposed its shortcomings in emergency management. In this context, the traditional function-centered emergency management mode can no longer meet the requirements of modern governance. Moreover, the emergency disposal process of township governments needs to be optimized. In the process of optimization, we should adhere to the customer-oriented and result-oriented working mode. In order to build a “seamless” emergency handling process, it is necessary to take the process as the center, compress the level of government management, establish a flat organization, strengthen information sharing and support. Therefore, taking the prevention and control of COVID-19 as the research object of emergency management, it is of great theoretical and practical significance to further explore the optimization of the emergency response process of township governments in the normal epidemic prevention and control.

Taking C Town, L County, Hunan Province as an example, this study has made an in-depth analysis of the town's emergency management and emergency treatment process in the normal prevention and control of COVID-19. We use the seamless government theory, government process reengineering theory and the life cycle theory of public crisis management. It is found that the emergency disposal process of the town is mainly divided into four steps: monitoring and early warning, preliminary disposal, emergency response, recovery and reconstruction. However, there are five problems, including imperfect monitoring in advance, low efficiency of initial disposal of the incident, insufficient overall coordination of emergency response in the incident, untimely recovery and reconstruction after the event, and incomplete facilities. Thus, using the government in public crisis management theory, government process reengineering theory and life cycle theory as the instruction, we conclude the results below:firstly,it is not set up correct the guidance and not focus on the “customers” and “results”;secondly, the process design is unreasonable, which is mainly manifested in the lack of the monitoring and warning in advance, the summary and evaluation after the event, and the insufficient integration of process; thirdly, supporting security is inadequate. Based on this, we have put forward the improvement suggestions to the correct ideas and guidance, optimize emergency process, improve supporting guarantee and strengthen social mobilization. It aimed to improve the township government's ability to deal with public health emergencies, and optimize the emergency disposal process. Further, it may provide a strong institutional guarantee for the safety of people's lives and property.