关键词: 城市治理; 数字化转型; 复杂适应系统; 接诉即办; 一网统管

Abstract: Urban governance digitization is affected by complex environments and inter-government relationships， which shows the practical logic of business trip alienation. Based on the analysis framework of the complex adaptive system， the digital practice of urban governance is the result of the internal reform of the government to deal with the complex external problems and emerges from a series of interaction processes. Based on the actual scene of public demands and problem solving， “responding to complaints immediately” promotes the digitalization of the whole process and drives the overall digitalization of urban governance by making full use of digital technology. “Unified management with one network” responds to the shortcomings of mega-city governance on the whole， realizes the overall intelligent governance by integrating the massive urban data， and achieves the coverage of urban governance system by building the multi-level government digital governance system， so as to promote the digital upgrading of the whole scene of urban governance. Both cases reflect the complex adaptability characteristics of the digital transformation of urban governance， but differences do exist such as the focus of urban governance problems and the logics of organizational change as well as process reengineering.

Key words: urban governance; digital transformation; complex adaptive system; responding to complaints immediately; unified management with one network