Core Viewpoint - The article highlights the proactive approach of Wuhan's citizen service hotline "12345" in addressing urban issues before residents even voice their concerns, showcasing a shift from reactive to proactive governance through data analysis and technology [1][3][4]. Group 1: Proactive Governance - The "12345" hotline has implemented a system that analyzes citizen complaints to predict and resolve issues before they are reported, leading to over 20,000 preemptive actions in the first seven months of the year [1][3]. - The service has successfully reduced the number of complaints by 28% during the period when proactive alerts were issued, indicating the effectiveness of the "未诉先办" (preemptive action) strategy [3]. Group 2: Data-Driven Decision Making - The "灵醒" platform utilizes extensive historical and real-time data to monitor urban issues, allowing for a shift from reactive "firefighting" to proactive "fire prevention" in city management [4][5]. - The platform's new modules, such as "民生十二时辰" and "民情月历," help track and analyze the frequency and trends of citizen complaints, enhancing the ability to anticipate and address issues [4]. Group 3: Technological Integration - The integration of AI technology, specifically the "灵醒AI助手," has improved the efficiency of the hotline, allowing for rapid and accurate responses to citizen inquiries, with a 92.7% accuracy rate in dispatching information [6]. - The AI assistant has transformed the hotline's operations, enabling quicker responses and reducing the time taken to fill out service requests, thereby enhancing citizen satisfaction [6].