Research on the Innovation Mechanism of “Immediate Response to Complaints” Work in Colleges and Universities from the Perspective of the New Era “Fengqiao Experience”

The “immediate response to complaints” work in colleges and universities is highly consistent with the “Fengqiao Experience” of the new era in terms of value orientation, governance logic, and practical approaches. As a vivid practice of the “Fengqiao Experience” in higher education, the “immediate response to complaints” work in colleges and universities is a practical need to enhance the governance capacity and level of colleges and universities, an important means to strengthen the work style construction of colleges and universities, and a powerful measure to prevent and defuse campus conflicts and risks. Under the perspective of the “Fengqiao Experience” in the new era, the “immediate response to complaints” work in colleges and universities is confronted with practical obstacles in aspects such as top-level design, response mechanisms, collaborative governance, and assessment and evaluation. Taking Beijing University of Technology as an example, this article constructs an “four-in-one” optimization and innovation mechanism that includes strengthening the leading role of Party building work, improving the expression and analysis of demands, building collaborative governance, and innovating assessment and evaluation. This provides a reference for the high-quality development of the “immediate response to complaints” work in colleges and universities in the new era, thereby promoting the modernization practice of the governance system and governance capacity of colleges and universities.