Core Insights - The article discusses the efforts of Guangyuan City in Sichuan Province to enhance governance and service delivery through innovative practices and reforms aimed at addressing formalism and promoting practical accountability [1][2]. Group 1: Governance and Accountability - The city emphasizes a people-centered approach, prioritizing "public satisfaction" as the highest standard and moving away from ineffective practices that focus on processes rather than outcomes [2]. - Political leadership is actively involved in hotline operations, integrating public demand handling into key performance assessments and establishing a collaborative governance framework [2][3]. - The city aims to resolve deep-rooted issues in demand handling, such as unclear responsibilities and inefficiencies, by promoting a unified approach that combines problem-solving, goal orientation, and effectiveness [2][3]. Group 2: Institutional Innovation - A comprehensive closed-loop management system has been established, including a monthly inter-departmental meeting to address key public demands and clarify responsibilities [3]. - The city has implemented a "first-hand responsibility" system, ensuring that senior leaders oversee critical issues and that the first department handling a case is accountable throughout the process [3]. - A strict "one-line handling" policy requires direct communication and on-site verification by responsible units, eliminating formalism in service delivery [3]. Group 3: Brand Activities and Public Engagement - The city launched initiatives like "Business Leaders Answer Hotlines" to address urgent public concerns, with leaders directly engaging with citizens to resolve issues [4]. - The hotline platform integrates extensive service guidelines and knowledge bases, enabling rapid response and proactive governance [4]. - Media coverage of these initiatives has generated significant public engagement, with over 10 million total views and a satisfaction rate of 99.63% from follow-up visits [4]. Group 4: Digital Empowerment and Community Involvement - The city is leveraging digital tools to enhance service quality, including the deployment of a large model for knowledge management and a system for reporting safety hazards [5]. - A dedicated service area for businesses has been established, providing tailored support and facilitating the resolution of enterprise-related issues [5]. - Data analysis from the hotline system is used to identify trends in public demands, informing decision-making and improving governance strategies [5].