12345，有呼必有应（迈向“十五五”的民生图景）

Core Viewpoint - The article emphasizes the importance of the 12345 citizen hotline in enhancing urban governance by responding to public demands and improving service efficiency, thereby fostering a participatory relationship between citizens and the government [2][3]. Group 1: Public Service Improvements - In the first half of the year, the Dongcheng District of Beijing received 2,305 requests from delivery riders, highlighting issues such as parking difficulties and battery swapping challenges [2]. - The city has initiated targeted governance measures for delivery riders, including designated parking areas and additional battery swapping stations, which have significantly reduced wait times from 20 minutes to under 5 minutes [2]. - The hotline has facilitated a comprehensive response mechanism, allowing for quick action on various citizen complaints, such as environmental concerns regarding construction activities [2]. Group 2: Technological Integration - The 12345 hotline has been described as a "digital nerve" of the city, integrating smart technology with urban governance to enhance responsiveness and service quality [2]. - Over the past six years, the hotline has handled 170 million requests, achieving a resolution rate of 97.2% and a satisfaction rate of 97.6% [2]. Group 3: Future Directions - The government plans to further strengthen the functions of public service platforms like the citizen hotline during the 14th Five-Year Plan period, ensuring that citizen demands are effectively addressed [3].