“网上诉求网下办” 创新治理赢民心——四川省广元市以政治引领和改革创新推动网上群众路线走深走实

Core Viewpoint - Since 2025, Guangyuan City in Sichuan Province has focused on breaking formalism and strengthening practical responsibility, supported by institutional innovation and brand activities, to effectively manage the 12345 government service hotline and promote modernization of governance systems and capabilities [1] Group 1: Political Commitment and Governance Responsibility - The city prioritizes public satisfaction as the highest standard, moving away from ineffective practices and ensuring that issues are resolved throughout the process [2] - The leadership has integrated hotline management into key performance assessments and established a collaborative work structure involving multiple levels of government and society [2] - The city aims to address deep-rooted issues in demand handling through a unified approach that combines problem orientation, goal orientation, and effect orientation [2] Group 2: Institutional Innovation and Efficient Governance - A comprehensive closed-loop management system has been established, including a monthly inter-departmental meeting to clarify responsibilities and address communication issues [3] - The city has implemented a responsibility mechanism where key issues are overseen by top leaders, ensuring accountability at all levels [3] - A strict "one-line handling" policy requires direct communication and verification with the involved parties to eliminate formalism [3] Group 3: Brand Activities and Public Engagement - The city has launched initiatives like "Business Look at Guangyuan's 'Top Leader' Hotline" to enhance immediate response and collaborative problem-solving [4] - The hotline platform integrates extensive service guidelines and knowledge bases, enabling rapid processing and proactive governance [4] - Media coverage of leaders' commitments has generated significant public engagement, with over 10 million total views and a satisfaction rate of 99.63% [4] Group 4: Reform and Innovation for Proactive Governance - The city is leveraging digital tools to enhance service quality, including a smart service platform that improves knowledge retrieval and inter-departmental collaboration [5] - A dedicated service area for businesses has been established, facilitating the resolution of enterprise-related issues and improving policy accessibility [5] - Data analysis from the hotline system is being used to identify and address community needs, providing valuable insights for decision-making [5]