“接诉即办”，在快办与办好之间寻求最优解

Group 1 - The core concept of "接诉即办" (Immediate Response to Complaints) reflects a significant upgrade in government service philosophy, emphasizing both speed and depth in addressing citizen concerns [1][2] - The establishment of a closed-loop mechanism for handling citizen complaints in Beijing, which includes response, dispatch, processing, feedback, and assessment, has reduced the average response time to two hours [1] - The government has demonstrated a commitment to breaking down departmental barriers and streamlining service processes, transitioning from a traditional hierarchical reporting system to a direct response model [1] Group 2 - While speed is important, there is a need to focus on effectively resolving issues to avoid a cycle of complaints that are addressed but not fundamentally solved [2] - Beijing has introduced a "monthly topic" mechanism to address 12 categories of frequently encountered issues, shifting from reactive to proactive governance [2] - The integration of institutional innovation and technological empowerment is crucial for achieving a balance between rapid response and effective resolution of citizen complaints [2] Group 3 - The evolution from "接诉即办" to "未诉先办" (Proactive Response) signifies a deepening of governance concepts and an enhancement of governance capabilities [3] - The goal is to ensure that every citizen's request receives a prompt and satisfactory response, turning each interaction into an opportunity for governance improvement [3] - The ultimate aim is to create a new landscape of social governance characterized by co-construction, co-governance, and shared benefits [3]