In a megacity like Shenzhen, with a population exceeding 20 million, managing issues such as noise complaints, consumer rights, and residential matters can be complex. The solution? People can turn to a platform called "Minyi Suban" (Express Public Opinion). On this platform, Shenzhen residents can log in via their smartphones, and enter their requests, and relevant departments will promptly coordinate to resolve the issues.
Since November 2022, Shenzhen has been advancing comprehensive reforms in addressing public concerns, creating the integrated platform "@Shenzhen — Minyi Suban." This platform aims to streamline the collection, quick resolution, feedback, and evaluation of public concerns, marking a new approach to primary-level governance in megacities. Last year, the platform handled over 37 million public concerns, with on-time resolution and overall satisfaction rates exceeding 99%.
According to the Government Services and Data Management Bureau of Shenzhen Municipality, the city has significantly reduced and consolidated its original 537 channels for handling public concerns down to 23 high-usage channels. These channels are now centrally processed through the "@Shenzhen — Minyi Suban" platform, transforming the process from "multiple visits" to "one-click reporting," thereby making it easier for residents to voice their concerns.
Shenzhen has also continuously optimized the platform's user interface to align with residents' intuitive use and habits. Residents can enter the system through various access points like the "@Shenzhen - Minyi Suban" mini-program, and submit their concerns using voice-to-text, videos, or photos. The platform supports WeChat identity verification and smart location recognition, eliminating the need for repeated basic information entry and significantly enhancing user experience.
The integrated platform connects with district and departmental handling systems, offering interfaces for citizens, workers, and managers. With 136 units and 64,000 users across the city, the platform ensures that public concerns are handled more efficiently. Residents can track the progress of their concerns in real time, making the process transparent and akin to the experience of online shopping.
The development of this platform is not just a technological and procedural innovation, but also a transformation in government functions and governance methods. Since the implementation of the reform, the efficiency and quality of addressing public concerns in Shenzhen have significantly improved, with an on-time resolution rate of 99.60% and an overall satisfaction rate of 99.96%.
The Government Services and Data Management Bureau of Shenzhen Municipality emphasizes that the city is committed to deepening and improving comprehensive service reform for public concerns. This involves finding effective solutions and permanent measures to ensure real resolutions, platform effectiveness, and genuine public satisfaction. Additionally, through big data analysis, the city can promptly identify public pain points and potential issues, transitioning from resolving individual cases to addressing categories of issues, and from reactive to proactive governance.
Furthermore, Shenzhen will continuously streamline processes, improve efficiency, and establish a scientific evaluation system to reduce burdens on community-level officials. By leveraging intelligent technology, the city continues to explore the application of AI in customer service robots and intelligent knowledge bases, optimizing the handling of public concerns and enhancing the user experience.
Source | Yangcheng Evening News
