郑州以“接诉即办”推动城市治理现代化

Core Insights - The article emphasizes the importance of effective social governance in Zhengzhou, guided by the principle of "people-centered development" as articulated by President Xi Jinping [1] - Zhengzhou has implemented a comprehensive service model integrating "Party building + hotline + grid + big data" to enhance public service delivery and address citizens' urgent needs [1][3] Group 1: Service Model Implementation - Zhengzhou has established a "12345" hotline as the main channel for public service, integrating 45 government hotlines into a unified system for efficient response to citizen inquiries [3][4] - The city has developed a "1 main platform + 8 sub-platforms + 2 sub-centers" structure for the hotline, achieving a daily average of over 8,000 cases handled with a call connection rate exceeding 98% [3][4] - The hotline's operational efficiency is supported by a knowledge base containing over 16,000 entries, enhancing the accuracy of responses provided by operators [4] Group 2: Efficient Response Mechanisms - Zhengzhou has implemented a direct dispatch model for handling complaints, reducing the average response time from 2 hours to 5 minutes, and the processing time by 14 hours [7] - The city has established a comprehensive directory of 420 types of requests to ensure that each complaint is directed to the appropriate authority for resolution [7] - A collaborative mechanism with emergency services (110, 119, 120) has been created to ensure rapid response to public inquiries and emergencies, with 36,000 cases transferred between services in 2024 [8] Group 3: Quality of Service and Feedback - The city has instituted a feedback loop for service quality, with a 99% completion rate for hotline cases and a 90% satisfaction rate among citizens [15] - A multi-dimensional evaluation system has been established to assess the performance of service units based on response rates, resolution rates, and satisfaction levels [14][15] - The city has received recognition for its governance efforts, including awards for smart city initiatives and high rankings in public service efficiency [16] Group 4: Future Outlook - Zhengzhou aims to further enhance its governance model by deepening the "接诉即办" (complaints received and handled immediately) mechanism and refining its digital governance framework [17] - The city is focused on creating a safer, more livable, and innovative environment through high-quality governance and responsive public service [17]