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].

转自：广东阳江发布 畅通"一条链" 构建"标准闭环"快反机制 12月25日，全国"2025年度成果分享—12345热线运行测评与年度创新实践线上会议"召开，阳东区政务服务和数据管理局以"优 化'12345热线+网格'联动机制，党建引领赋能基层治理'未诉先办'新实践"入选2025年度12345热线创新实践案例，是阳江市唯一 入选的县区部门代表。 | | 2025年度协同共治创新实践清单 | | --- | --- | | 单位名称 | 四十年三次 | | 资阳市政务服务管理局 | 资阳市创新设立"12345政务服务便民战线人大代表联经站"门造民更直耐快办新路径 | | 衛旧市市民服务中心12345歴代 | 德阳市构建 "热线+代表"协同共治机制办好肝众身边事 | | 南充市12345便民服务热线 | 南充12345]A线:多轮驱动打造高效热线 | | 合肥市包河区网格化服务管理中心 | 合肥市包河区推动 "热线+网格+场图"深度融合,打造"大共治"治理新情式, | | 泰安市泰山区民生服务中心12345JA线 | 驻场办公经民困 联合执法解民忧山东省泰安市泰山区 | | 长沙市里城区社会治理服务中心 | 长沙市 ...

播放 央广网北京12月22日消息（记者朱敏 刘玉蕾）据中央广播电视总台中国之声报道，不久前，被称为"卷尺哥"的深圳⼩哥在网上"火"了。他随身带着一 把卷尺，随时随地测量高出地面的井盖、行动不便的台阶、容易撞头的指示牌……他把这些从深圳道路交通上找的"茬"发到网上，两年多来，已发布超过 1000条视频，被网友戏称为"多管局长"。 更令人惊讶的是，这位"卷尺哥"发的视频几乎件件有落实，很多问题都能在一周左右的时间被整改。网友纷纷感叹：不愧是"深圳速度"。连"卷尺哥"自 己都疑惑：是不是哪位领导派人盯着我的账号？谜底，就藏在深圳推行的政务服务改革之中。 记者近日前往深圳独家对话"卷尺哥"，并探访深圳市民生诉求服务中心。民生诉求如何跑出"深圳速度"？"未诉先办"怎样照进现实？中国之声特别策划 《中国改革现场》今天请听《一把卷尺背后的城市治理变革》。 卷尺哥："⼤家来看一下，之前这里有一节公交站的，这边是天桥，这个公交站之前是在这个位置，也就是说下来的时候这个位置很窄……" 这里是深圳市福田区的一处公交车站。前几天，路过的卷尺哥发现这里的天桥与公交车站挨得太近，下天桥的电动车和行人都要⼩心翼翼地才能挤到人 行道上。来来 ...

（来源：内蒙古日报） 转自：内蒙古日报 冬日暖阳下，在兴安盟乌兰浩特市恒大绿洲小区新建的公交站亭内，几位居民正悠闲候车。公交站亭顶 棚遮阳挡雪，座椅可供歇脚，告别了过去简易站牌下"挨冻受晒"的光景。"现在等车舒服多了。"市民董 瑞的感叹，源于一个打给12345便民服务热线的电话。 今年4月，乌兰浩特市市长马猛在12345便民服务热线值班接访时，接到群众关于部分公交站点设施简 陋、候车不便的反映。他当即组织相关单位现场研判，推动问题快速解决。不久后，不仅新站亭落成， 全市还新开通、优化了多条公交线路与站点。"通过12345便民服务热线了解到群众诉求后，我们增设了 2处公交站亭，新开通26路公交线路，优化了23个公交站点，并开通了2条定制公交线路，有效解决了百 姓的出行问题。"乌兰浩特市公共汽车有限责任公司党总支副书记、副董事长闫波说。 一个电话，催生了一连串改变，让市民在细微处感受到城市的温度。今年，兴安盟在全区率先推行领导 干部"接热线、办实事"活动。盟、旗县市及重点部门负责人定期走进热线中心，直接倾听群众呼声。兴 安盟及各旗县市相关部门以"一件事"的破题为契机，系统推进"一类事"的解决，探索出一条从"接诉即 ...

中共北京市委网信办、中央广播电视总台央广网推出"大国小巷·首善之治"时政微视频，以京华巷陌之 变，回答"怎样推进基层治理现代化"的时代命题。 当AI预判风险，当数据感知需求，北京正用"未诉先办"重新定义城市治理。从街头到楼宇，科技赋能下 的全时守护，让这座超大城市治理既有速度，更有温度。 ...

Core Viewpoint - The article discusses the innovative grassroots governance model in Zaozhuang, which focuses on a closed-loop system for addressing public demands and enhancing community services, transforming governance from reactive to proactive [2][4][5]. Group 1: Grassroots Governance Model - Zaozhuang is implementing a closed-loop governance model that includes discovering public demands, addressing issues before they are raised, and improving public service effectiveness [2][4]. - The "Zaozhi Hui" platform has been instrumental in collecting public suggestions, leading to the rapid resolution of issues such as the installation of smart charging stations for electric vehicles [3][6]. Group 2: Community Engagement and Proactive Measures - Community workers in Zaozhuang are actively engaging with residents to identify and address potential safety hazards, exemplified by a community worker who alerted residents about a dangerous structure [4]. - The city has deployed 4,288 community workers across 2,013 urban grids to ensure timely identification and resolution of community issues [4]. Group 3: Efficient Response Mechanisms - The "Zaozhi Hui" platform integrates multiple channels for public requests, ensuring a streamlined response process with strict timelines for addressing various types of inquiries [5][6]. - Since the platform's launch, it has handled over 5,000 requests daily, achieving a 99.9% timely response rate and a 93% first-time resolution rate [6]. Group 4: Continuous Monitoring and Improvement - Zaozhuang emphasizes the importance of ongoing supervision to ensure effective public service delivery, with regular assessments and feedback mechanisms in place [7]. - The city has established a monthly progress mechanism to track and improve service delivery across six key areas, ensuring that public feedback is incorporated into governance practices [7].

Core Viewpoint - The article highlights the effective governance model in Zhongyuan District, which utilizes a combination of community engagement, data analysis, and a structured response system to address public concerns and improve living conditions for residents [1][2][3][4][5] Group 1: Community Engagement and Response - The district has established a rapid response mechanism to address residents' complaints, exemplified by the quick action taken to address parking issues, which included marking no-parking zones and informing residents through various channels [1] - A dual approach of online and offline methods has been implemented to collect public opinions, with 1,633 grids established and staffed by dedicated personnel to proactively identify community issues [2] Group 2: Efficient Problem Solving - Zhongyuan District has created a comprehensive workflow for handling public requests, ensuring accountability at each stage from receipt to resolution, with a system in place to escalate unresolved issues to higher authorities [3] - The district has successfully addressed complex issues through inter-departmental collaboration, as demonstrated by the rapid repair of a road following a subsidence incident, showcasing the effectiveness of their coordinated response [3] Group 3: Proactive Governance - The district has shifted from a reactive to a proactive governance model, utilizing data analytics to identify common issues and risks, allowing for preemptive measures to be taken before problems escalate [4] - Initiatives such as the "charging pile into community" project and traffic management strategies during school seasons illustrate the district's commitment to addressing potential hazards before they affect residents [4] Group 4: Innovative Service Platforms - An innovative pre-service platform has been developed to integrate data from multiple departments, enabling the identification of residents who may benefit from various services, thus enhancing the overall service delivery [5] - The platform has successfully reached out to over 13,720 residents regarding healthcare and social benefits, demonstrating the district's proactive approach to community service [5]

Core Viewpoint - The Ministry of Housing and Urban-Rural Development is promoting the integration of urban management into community governance to effectively address the urgent issues faced by residents in urban management [1][6]. Group 1: Urban Management Integration - The initiative aims to shift the focus and resources of urban governance to grassroots levels, enhancing service delivery rather than merely extending enforcement [1][6]. - Urban management will encompass various aspects such as waste classification, green space management, parking order, and utilities management, all integrated into community governance [1][6]. Group 2: Resource Allocation and Management - Local authorities are required to consider community size, population structure, and management needs to allocate urban management personnel and resources effectively [5]. - The goal is to extend meticulous management and precise services into communities, ensuring that urban management is responsive to local needs [5]. Group 3: Proactive Service Approach - The Ministry emphasizes the importance of optimizing enforcement services by analyzing community residents' demands and addressing frequent issues proactively [6]. - The approach aims to transition from a reactive "responding to complaints" model to a proactive "addressing issues before they are raised" model, resolving conflicts at the grassroots level [6].

Core Insights - The Beijing Municipal Committee's recent meeting outlined the main goals for the city's economic and social development during the 14th Five-Year Plan, emphasizing a strategic upgrade in the capital's development model centered around "new quality productivity" [1][2]. Economic Development - The focus for the next five years will shift from traditional investment and factor-driven growth to innovation-driven growth, with "new quality productivity" as the central theme [2]. - The plan includes three major transformations: a shift to innovation-driven growth, a focus on high-tech industries and the integration of digital and physical economies, and the removal of institutional barriers to enhance the role of enterprises and collaboration between industry, academia, and research [2]. Urban Governance - A significant change in urban governance is proposed, moving from a reactive "complaint-based" system to a proactive "anticipatory governance" model, utilizing big data and AI to identify and resolve issues before they arise [3]. - The meeting also highlighted the importance of pollution prevention and the ambitious goal of creating a "garden city," which aims to enhance the ecological appeal and livability of Beijing [3]. Digital Economy - Beijing aims to become a global benchmark city for the digital economy, with a focus on the integration of digital technology into the real economy, driven by artificial intelligence as a key tool for fostering new quality productivity and smart governance [3]. Overall Impact - The implementation of the 14th Five-Year Plan is expected to not only define the future of Beijing but also serve as a living example of "Chinese-style modernization" [4].

Core Insights - The article emphasizes innovative grassroots governance strategies that focus on addressing root causes rather than merely treating symptoms [1][2][3] Group 1: Case Studies in Governance - A successful case involved a father and son who were allowed to volunteer to offset fines for illegal street vending, leading to their employment in city beautification roles [1] - Another case highlighted how environmental authorities engaged with temple-goers to reduce air pollution from burning paper offerings by using religious texts for persuasion [1] Group 2: Systematic Thinking in Problem Solving - The article discusses the importance of viewing issues as interconnected rather than isolated, advocating for a systemic approach to governance that addresses underlying social and economic factors [2] - Examples from Guangdong and Henan illustrate how local governments implemented community service as a form of penalty and created designated vending areas to improve urban management [2] Group 3: Proactive Governance Strategies - The article highlights the need for proactive measures in governance, such as early detection and resolution of conflicts, to prevent issues from escalating [3] - Initiatives in Zhejiang and Shandong demonstrate the effectiveness of data-driven approaches and community engagement in resolving disputes before they become significant problems [3]