人民至上，民生为大。"十四五"期间，本市坚持以人民为中心，聚焦"七有""五性"，在高质量发展中不断筑牢民生根基；接续推进，扎扎实实办好每一件民 生实事；有呼必应，以"一条热线"撬动超大城市治理改革，真正解决群众"急难愁盼"，让人民群众获得感、幸福感、安全感不断提升。 聚焦"七有""五性"，筑牢民生根基 住宅楼加装电梯。 "患者出现肺炎合并Ⅱ型呼吸衰竭，立即启动绿色通道！"温泉社区卫生服务中心的紧急呼叫，拉开海淀医院医联体生死救援序幕。依托标准化转诊机制，患 者快速上转至海淀医院，医院的呼吸与危重症医学科提前响应、无缝接收。患者得到及时救治，病情稳定后又有序下转社区接受后续康复。 小病在社区，大病到医院，康复回社区。"十四五"期间，全市建成62个综合医联体、122个市级专科医联体，新建14个紧密型城市医疗集团，以分级诊疗服 务网络解决百姓"病有所医"需求。 民生是人民幸福之基、社会和谐之本。"十四五"时期，本市聚焦群众"幼有所育、学有所教、劳有所得、病有所医、老有所养、住有所居、弱有所扶"的"七 有"要求和"便利性、宜居性、安全性、公正性、多样性"的"五性"需求，在发展中保障和改善民生。 主动适应学龄人口变化趋 ...

Core Insights - The "Jiesu Jiban" reform is highlighted as a significant innovation in urban governance in China, providing a new governance paradigm centered on the people, and serving as a fresh example of Chinese modernization for the world [1][2] - The reform's practical experiences are being shared globally through international academic exchanges, showcasing "China's governance" and offering new ideas for managing large cities worldwide [1] - Experts from various prestigious institutions recognize the "Jiesu Jiban" model as a demonstration of China's achievements in urban governance, enhancing trust and communication between the government and citizens through digital technology [1] Summary by Categories Theoretical Innovation - The "Jiesu Jiban" reform has led to the development of distinctive concepts in Chinese urban governance, which have garnered positive responses in international academic circles [2] International Communication - There is a consensus among experts that further international academic exchanges are necessary to deepen research on the innovative practices of the "Jiesu Jiban" reform, contributing Chinese experiences to global urban governance [2]

Group 1 - The core viewpoint of the article emphasizes Beijing's achievements during the "14th Five-Year Plan" period, highlighting the optimization of capital functions, significant events, and advancements in regional collaboration [1][2][3] - Beijing's GDP is projected to reach 5 trillion yuan by the end of the "14th Five-Year Plan," reflecting both the need for development and the feasibility of achieving this target [7] - The city has established three trillion-level industrial clusters, particularly in new-generation information technology, healthcare, and technology services, which are driving new economic momentum [5] Group 2 - The "Two Wings" concept, referring to the Xiong'an New Area and the Beijing Sub-Center, is crucial for the collaborative development of the modern capital metropolitan area, enhancing commuting, functional, and industrial integration [3][4] - The "12345" citizen hotline has evolved into a vital tool for modern urban governance, ensuring timely responses to public concerns and enhancing citizen satisfaction [2][8] - The "Double Benchmark and Double Engine" strategy has been initiated to promote digital and green economic development, creating a multiplier effect for the capital's growth [6] Group 3 - The "Seven New" initiatives outlined in the action plan for high-quality development focus on enhancing collaboration, new economic drivers, platform economy, new infrastructure, new opportunities, new scenarios, and renewable energy [9][10] - Beijing's R&D investment intensity remains above 6%, showcasing the city's commitment to innovation and technological advancement [7] - The city has achieved a preschool enrollment rate exceeding 90%, reflecting significant progress in early childhood education [13]

Core Points - A resident from Yanshanmen Community expressed gratitude to the local government for resolving a public safety issue through the 12345 hotline [1][2] - The issue involved a poorly maintained gravel road that posed safety risks, leading to multiple pedestrian falls [1] - The local government responded promptly, initiating a repair project that significantly improved road conditions and eliminated waterlogging problems [1] Summary by Sections - **Community Engagement** - The resident utilized the 12345 hotline to report the unsafe road conditions, demonstrating effective community engagement [1] - The local government actively sought feedback from residents to inform the repair strategy [1] - **Government Response** - The 12345 hotline activated its "immediate response" mechanism to address the citizen's concerns [1] - The project commenced on August 8 and was completed by August 18, showcasing efficient project management [1] - **Outcome** - The road repair not only enhanced the road's surface but also resolved longstanding drainage issues, improving daily commutes for residents [1] - The initiative received high praise from the community, reflecting increased satisfaction with local government services [1][2]

Core Insights - The "12345" government service hotline has significantly improved its efficiency, with issues being resolved in less than half a day [1] - The hotline serves as a crucial tool for addressing public grievances, with a focus on ensuring that every complaint receives a response and resolution [1][2] - A comprehensive supervisory mechanism has been established to enhance accountability among various departments, leading to prompt restoration of business operations and improved overall business environment [2] Group 1 - The "12345" hotline has been integrated into a broader supervisory framework to address public complaints effectively, with 37 key issues in areas such as water supply, gas supply, and transportation being resolved [2][3] - A total of 400 previously closed complaints were reviewed to ensure thorough rectification, identifying and addressing underlying issues proactively [2][3] - The establishment of a rapid response mechanism for public grievances has been implemented, ensuring timely and effective resolutions [2][3] Group 2 - The county has developed a specialized supervision guideline for the "12345" hotline to ensure effective implementation of complaint handling [3] - A total of 30 cases of non-compliance and inaction were addressed, resulting in 33 personnel being disciplined and 128 issues being rectified [3] - The hotline is viewed as both a barometer for public sentiment and a measure of government accountability, with ongoing efforts to transition from reactive to proactive complaint handling [4]

Core Insights - The "接诉即办" (Immediate Response to Complaints) mechanism has gained high attention and approval as it addresses the urgent needs and concerns of the public, reflecting the government's commitment to serve the people [2] Group 1: Mechanism Overview - Various regions have implemented "接诉即办" platforms that serve as a hub for public opinion and grassroots governance, with cities like Beijing leading the way by handling over 150 million citizen requests from 2019 to 2024, achieving a resolution rate of 97% and a satisfaction rate of 97.3% [1] - The mechanism emphasizes collaboration among multiple departments, allowing citizens to voice their concerns through a single hotline, which has become a recognized method for addressing public issues [1][2] Group 2: Service Expansion and Innovation - The "接诉即办" initiative has expanded its scope from serving citizens to also addressing business needs, with improvements in cross-regional processing and comprehensive tracking of requests [2] - Some local governments have introduced "one-number acceptance" systems to simplify the process for citizens, while others have integrated AI and big data technologies to enhance the efficiency of issue categorization and response [2] Group 3: Future Directions - The mechanism requires continuous improvement and innovation to ensure that all issues are addressed and feedback is provided, with a focus on listening to the public's urgent needs [2] - There is a call for proactive analysis and deployment to handle seasonal and recurring issues, as well as efficient mobilization of resources during peak complaint periods [2]

Group 1 - The core concept of "接诉即办" (Immediate Response to Complaints) reflects a significant upgrade in government service philosophy, emphasizing both speed and depth in addressing citizen concerns [1][2] - The establishment of a closed-loop mechanism for handling citizen complaints in Beijing, which includes response, dispatch, processing, feedback, and assessment, has reduced the average response time to two hours [1] - The government has demonstrated a commitment to breaking down departmental barriers and streamlining service processes, transitioning from a traditional hierarchical reporting system to a direct response model [1] Group 2 - While speed is important, there is a need to focus on effectively resolving issues to avoid a cycle of complaints that are addressed but not fundamentally solved [2] - Beijing has introduced a "monthly topic" mechanism to address 12 categories of frequently encountered issues, shifting from reactive to proactive governance [2] - The integration of institutional innovation and technological empowerment is crucial for achieving a balance between rapid response and effective resolution of citizen complaints [2] Group 3 - The evolution from "接诉即办" to "未诉先办" (Proactive Response) signifies a deepening of governance concepts and an enhancement of governance capabilities [3] - The goal is to ensure that every citizen's request receives a prompt and satisfactory response, turning each interaction into an opportunity for governance improvement [3] - The ultimate aim is to create a new landscape of social governance characterized by co-construction, co-governance, and shared benefits [3]

Core Viewpoint - The State Council of China has issued guidelines to further standardize and enhance the 12345 hotline service, emphasizing its role in addressing public and business concerns and improving government efficiency [1][2]. Group 1: Overall Requirements - The guidelines are guided by Xi Jinping's thoughts and aim to implement a people-centered development approach, enhancing the management and operational efficiency of the 12345 hotline [3]. Group 2: Standardizing Hotline Operations - A comprehensive management system for the hotline is to be established, ensuring timely handling of public and business requests and improving coordination among various government departments [4]. - The hotline will categorize requests for efficient processing, ensuring that urgent matters are redirected to appropriate emergency services [5]. - Third-party service providers will be regulated to maintain service quality and data security, with clear standards set for their operations [5]. Group 3: Improving Response Quality - The hotline will enhance its service channels and resource allocation to ensure efficient response to public inquiries, including the establishment of specialized service desks for businesses [6]. - A precise request distribution system will be implemented to ensure that requests are handled by the appropriate departments, minimizing redundancy [7]. - A mechanism for immediate response to requests will be established, with a focus on tracking and managing the resolution process effectively [7]. Group 4: Strengthening Government Governance - The integration of the hotline with a national big data system will facilitate data sharing across departments, aiding in decision-making and proactive governance [8]. Group 5: Foundation for Hotline Operations - Digital infrastructure for the hotline will be enhanced, promoting the use of new technologies like big data and AI to improve service capabilities [9]. - Information security measures will be strengthened to protect data and ensure compliance with privacy regulations [9]. - Standardization of hotline operations will be prioritized, with the development of national standards for service quality and request handling [10]. Group 6: Training and Public Awareness - Continuous training and experience sharing will be conducted to improve the skills of hotline staff, enhancing their service delivery [10]. - Public awareness campaigns will be launched to educate citizens and businesses on effectively utilizing the hotline services [10].

Group 1 - The Beijing Municipal Planning and Natural Resources Commission emphasizes a people-centered development approach, focusing on enhancing public service and satisfaction through effective complaint handling [1][3] - The commission has achieved a consistent monthly evaluation score of 100 for its complaint handling work over 31 consecutive months from June 2022 to December 2024, with a new grading system set to be implemented in January 2025 [3] - The commission is actively working to extend its complaint handling from "reactive" to "proactive" measures, aiming to address issues before they are raised by citizens [4] Group 2 - The commission has implemented a targeted approach to address historical property certificate issues, adhering to principles of respecting history and prioritizing lawful practices, resulting in the resolution of pathways for 500,000 property certificates [8] - A new initiative called "One Enterprise, One Book" service has been introduced to provide tailored planning guidance for new industrial projects, significantly reducing the time required for planning approvals [10][11] - The commission's proactive service model has led to a 100% approval rate for enterprise applications, facilitating the successful commencement of projects for companies like Guanggang Gas and Kanglong Huacheng [11]

Core Viewpoint - The implementation of the "Market Supervision Complaint and Reporting Quick Processing Norm" aims to enhance the efficiency and satisfaction of public complaints handling in Zibo [2][4]. Group 1: Background and Rationale - The local market supervision offices handle over 75% of the city's complaint and reporting tasks, with a significant increase in complaints from 27,000 in February 2022 to 36,000 in 2023, and an expected 35,000 in 2024 [4]. - Previous handling of complaints lacked uniformity and speed, leading to public dissatisfaction and potential for repeated complaints or "citizen suing the government" scenarios [4]. - There is a public expectation for faster and better service from market supervision departments, prompting the need for a more structured approach [5]. Group 2: New Standards and Procedures - The new standards emphasize three key principles: quick response to complaints, standardized procedures for handling complaints, and clear feedback on the results [7][8]. - The processing timeline is based on the "2135" mechanism, which includes 2 hours for assignment, 1 day for response, 3 days for feedback, and 5 days for resolution, with an aim to further accelerate and standardize these processes [5]. Group 3: Implementation Strategies - Comprehensive training for all market supervision personnel is planned to ensure understanding of core requirements such as "immediate response to complaints," "timely resolution," and "closed-loop management" [10]. - The standards will be tailored to different local contexts, encouraging districts to refine them for better applicability [11]. - Innovation is encouraged, such as using AI for quick task assignment and "Internet+" solutions to streamline the complaint process [11].