Core Viewpoint - Shenzhen is exploring the "proactive handling before complaints" model, which allows citizens to report issues with public facilities through social media, leading to rapid responses from relevant departments. This initiative aims to enhance public participation in urban governance and ensure timely rectification by authorities [1][2]. Group 1: Mechanism and Implementation - The "proactive handling before complaints" model was initiated in Shenzhen last year, building on the existing "complaints handled upon receipt" system. It involves collecting and analyzing information from 42 online platforms, creating a closed-loop mechanism for issue discovery, verification, and follow-up [2][6]. - The "@Shenzhen—Public Opinion Fast Handling" platform was established to unify the processing of citizen complaints, allowing for a streamlined approach to address issues across various departments. This platform has successfully identified 170,000 leads and generated over 5,000 work orders, effectively transitioning from passive to proactive complaint handling [2][6]. Group 2: Collaborative Efforts - The initiative emphasizes collaboration among multiple government departments to address citizen complaints efficiently. Previously, departments operated independently, making it challenging to resolve issues comprehensively. Now, all complaints are funneled through the "@Shenzhen—Public Opinion Fast Handling" platform for coordinated action [4][5]. - The platform utilizes a triad of lists to clarify responsibilities: a project directory list categorizing over 4,000 types of complaints, a responsibility list defining departmental duties, and an implementation list created by responsible units. This structure ensures accountability and effective issue resolution [6]. Group 3: Long-term Solutions - Shenzhen is shifting focus from merely resolving individual complaints to addressing systemic issues through "class case governance." This approach involves analyzing data to identify recurring problems and implementing preventive measures to avoid future occurrences [7]. - The city has received over 320,000 suggestions regarding urban management since the platform's launch, with many citizens actively participating in governance. This engagement has led to timely rectification of various urban management issues [7].

Core Insights - Shenzhen has implemented a "proactive response" mechanism for public grievances, allowing citizens to report issues with public facilities and receive quick responses from relevant departments [1][2] - The initiative has led to significant citizen engagement, with a notable case being the "Measuring Brother" who has reported over 1,000 issues, receiving rapid resolutions [1][4] Group 1: Mechanism and Implementation - Shenzhen's government has developed a closed-loop mechanism for handling public grievances, which includes discovering clues, verifying content, initiating cases, and tracking progress [2][5] - The "@Shenzhen—Public Opinion Fast Track" platform consolidates various channels for public complaints, allowing for unified processing and efficient resolution of issues [2][5] - The platform has successfully identified 170,000 clues and created over 5,000 work orders, effectively transitioning from passive to proactive handling of public grievances [2][7] Group 2: Collaborative Efforts - The initiative involves collaboration among multiple government departments, breaking down silos that previously hindered comprehensive problem-solving [4][5] - A system of "three lists" has been established to clarify responsibilities among departments, ensuring that every complaint is addressed by the appropriate authority [5][6] - The platform boasts a 98% success rate in single-order dispatch, demonstrating its efficiency in managing public grievances [5][6] Group 3: Future Directions - Starting in early 2024, Shenzhen aims to enhance "case-type governance" to not only resolve individual issues but also prevent recurring problems [7] - The city is utilizing big data analysis to identify and address common grievances, with regular evaluations to understand root causes [7][8] - The "@Shenzhen—Public Opinion Fast Track" platform has received over 320,000 suggestions from citizens, indicating strong public participation in urban governance [7][8]