“键对键”也能“心贴心”（治理者说）

Group 1 - The internet serves as a crucial platform for communication between the government and the public, emphasizing the importance of addressing citizens' concerns with sincerity and effectiveness [1] - Over 90% of public grievances are related to local issues, highlighting the need for timely responses from government departments [1] - The government promotes a "first contact, first responsibility" approach to ensure that issues are addressed at the point of contact, preventing citizens from leaving with unresolved questions [1] Group 2 - A closed-loop mechanism for collecting, processing, and responding to online public requests has been established, leading to a significant reduction in complaints, such as a more than 50% decrease in pre-paid card refund issues [2] - The government has achieved high satisfaction rates in addressing public concerns, with the hotline service receiving the highest satisfaction rating in the province [2] - Proactive engagement in addressing both major and minor public issues is emphasized, with a focus on listening to citizens and responding effectively [2] Group 3 - The shift from reactive to proactive service is encouraged, utilizing data analysis to identify common issues and address them before they escalate [3] - Digital technology is leveraged to enhance public participation in urban management, allowing citizens to contribute to decision-making processes [3] - The goal is to transform the service model from "responding to complaints" to "anticipating needs," ensuring that public services are more efficient and responsive [3]