摘要：矛盾纠纷解决机制作为国家治理体系的重要组成部分，是推动国家治理体系和治理能力现代化的重要一环。近年来中央与地方不断推进多元化纠纷解决机制建设的进程，积极推动创新项目试点，将互联网的创新成果与解纷机制深度融合，在线矛盾纠纷多元化解平台应运而生。在线多元解纷机制充分运用互联网新兴技术，不仅整合优化社会资源，实现资源与需求的合理匹配与对接，而且为公众提供多元解纷选择，为社会综合治理提供有力的支撑与服务。

本书总报告以浙江省矛盾纠纷多元化解平台为样本进行分析，通过对背景、做法、成效与问题的深入分析，进而提出展望与建议。同时分别就杭州市都市版“枫桥经验”、衢州市“社会调解优先、法院诉讼断后”的纠纷解决理念、诸暨市推广运用在线矛盾纠纷多元化解平台情况、云南省昆明市官渡区“线上线下相融合”纠纷处理模式与五华区“主动作为，多元化解”的纠纷化解经验形成调研报告。此外，本书收录整理了国内外 ODR 及其相关政策的最新动态供参考。

Abstract: As an important part of the national governance system,the dispute resolve system is also an important link to promote the modernization of national governance system and ability.In recent years,the central and local authorities have set up pilot innovation projects to promote the process of ADR（alternative dispute resolution）.With the deep integration of the Internet innovation achievements and the dispute solving mechanism,the ODR（online dispute resolution）emerged.ODR makes full use of the emerging technologies of the Internet.It not only integrates and optimizes social resources to realize the matching and docking between resources and demand,but also provides multiple options for public disputes and strong support for comprehensive social management.

The general report of this book takes the ODR in Zhejiang Province as a sample,analyzing the background,practice,effectiveness and problems,then putting forward the prospect and suggestions.The report is based on Hangzhou“Maple Bridge Experience”,the dispute resolution idea“social mediation priority,court litigation latter”in Quzhou,current situation of ODR in Zhuji,the“fusion of online and offline”dispute resolution mode in Guandu District,and experience in resolving disputes over“initiative action,diversified solutions”in Wuhua District,Kunming,Yunnan Province.In addition,this book collects domestic and foreign latest news about ODR and related policies for reference.