日均437万通来电，12345热线如何升级为治理中枢？

Core Viewpoint - The forum aims to explore the transformation path of the 12345 government service hotline from "passive response" to "proactive governance," emphasizing the integration of digital technology to enhance public service quality and efficiency [1]. Group 1: Transformation of the 12345 Hotline - The 12345 hotline is evolving from a service channel to a governance system entry point, focusing on proactive issue identification and resolution [2]. - The hotline has established an efficient communication mechanism, bridging the gap between the government and the public, and demonstrating the government's commitment to serving the people [2]. - The hotline's daily call volume exceeds 4.37 million, making it a primary channel for gathering public opinion and addressing various issues affecting citizens and businesses [3]. Group 2: Data Capability as a Key Factor - The transition to "proactive governance" relies heavily on the ability to analyze and utilize data effectively, which is essential for identifying potential issues before they arise [4]. - Data integration and modeling are crucial for pinpointing governance weak spots, guiding subsequent organizational and assessment adjustments [5]. - The government must adopt a people-centered approach to identify needs and issues proactively, rather than waiting for citizen feedback [5]. Group 3: Human-Machine Collaboration - The hotline's service model is shifting from human-operated to automated responses, enhancing efficiency but raising concerns about the quality of service for complex issues [7]. - Establishing clear boundaries for human-machine collaboration is essential to ensure that vulnerable groups are not excluded from services [8]. - A balanced approach is necessary to maintain service quality while leveraging technology for efficiency [8]. Group 4: Cross-Departmental Collaboration - Effective governance requires a collaborative framework among various departments, with clear responsibilities and accountability mechanisms [9]. - Performance evaluation metrics should shift from mere response rates to governance effectiveness, encouraging deeper, more personalized interventions [10]. - The transition from "reactive" to "proactive" governance represents a systemic change in urban management, necessitating both algorithmic efficiency and human oversight [10].