“卷尺哥”走红！深圳为何能做到市民“随手拍”部门“速整改”？

Core Viewpoint - Shenzhen is exploring the "proactive handling before complaints" model, which allows citizens to report issues with public facilities through social media, leading to rapid responses from relevant departments. This initiative aims to enhance public participation in urban governance and ensure timely rectification by authorities [1][2]. Group 1: Mechanism and Implementation - The "proactive handling before complaints" model was initiated in Shenzhen last year, building on the existing "complaints handled upon receipt" system. It involves collecting and analyzing information from 42 online platforms, creating a closed-loop mechanism for issue discovery, verification, and follow-up [2][6]. - The "@Shenzhen—Public Opinion Fast Handling" platform was established to unify the processing of citizen complaints, allowing for a streamlined approach to address issues across various departments. This platform has successfully identified 170,000 leads and generated over 5,000 work orders, effectively transitioning from passive to proactive complaint handling [2][6]. Group 2: Collaborative Efforts - The initiative emphasizes collaboration among multiple government departments to address citizen complaints efficiently. Previously, departments operated independently, making it challenging to resolve issues comprehensively. Now, all complaints are funneled through the "@Shenzhen—Public Opinion Fast Handling" platform for coordinated action [4][5]. - The platform utilizes a triad of lists to clarify responsibilities: a project directory list categorizing over 4,000 types of complaints, a responsibility list defining departmental duties, and an implementation list created by responsible units. This structure ensures accountability and effective issue resolution [6]. Group 3: Long-term Solutions - Shenzhen is shifting focus from merely resolving individual complaints to addressing systemic issues through "class case governance." This approach involves analyzing data to identify recurring problems and implementing preventive measures to avoid future occurrences [7]. - The city has received over 320,000 suggestions regarding urban management since the platform's launch, with many citizens actively participating in governance. This engagement has led to timely rectification of various urban management issues [7].