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

深圳：创新探索超大型城市基层治理新路

在一座实际管理人口超2000万的超大型城市，遇到噪声、消费维权、入户等众多问题，应该找哪些部门？答案是一个叫“民意速办”的平台。在这个平台上，深圳市民只需要手机登录、输入诉求，一键下单，自然有相关部门主动协调解决。

2022年11月以来，深圳深入推进民生诉求综合服务改革，打造“@深圳—民意速办”一体化平台，构建民生诉求收集、速办、反馈、评价机制，努力探索超大型城市基层治理新路。去年民生诉求服务总量超3700万，按时办结率和市民整体满意率均超99%。

记者从深圳市政务服务和数据管理局了解到，深圳近年来大幅压减整合全市原有537个民生诉求受理渠道，仅保留23个用户数量多、群众使用率高的诉求渠道，并将其集中归集至“@深圳—民意速办”主渠道统一受理，变“多头跑”为“一键报”，实现诉求反映更顺畅。

同时，深圳不断迭代优化符合市民直觉和使用习惯的功能界面，市民从“@深圳—民意速办”小程序等入口进入系统后，可通过录入语音转文字、视频图片随手拍等多种形式一键提交诉求，并支持微信身份验证和手机定位智能识别功能，无须重复填报基础信息，大幅提升群众使用体验。

深圳建设全市民生诉求一体化平台，对接各区各部门处置系统，开发市民端、工作端和管理端界面，全市136家单位6.4万名用户在一个信息平台上受理、办理民生诉求，实现诉求办理更高效。市民提交诉求后可实时查询跟踪办理进度，真正实现民生诉求办理过程可感知、结果有反馈，让民生诉求服务“像网购一样透明”。

民意速办平台的建设，不仅是技术和流程的创新，更是政府职能的变革和治理方式的转变。改革实施以来，深圳民生诉求办理时效和质量显著提升，按时办结率达99.60%，总体满意率达99.96%。

深圳市政务服务和数据管理局表示，深圳市不断推动民生诉求综合服务改革走深走实、越办越好。一方面，加大力度抓问题的真解决，寻找有效的解决方案和根治措施，力促诉求真办结、平台真管用、群众真满意;另一方面，通过大数据分析研判，及时掌握民生痛点和隐患苗头，推动从办好“一件事”到解决“一类事”，推动从接诉即办到未诉先办。

此外，深圳将继续抓流程优化，提高办事效率，建立科学评价体系，切实为基层减负。通过智能化提升，探索人工智能技术在智能客服机器人、智能知识库等场景的应用，持续优化诉求办理环节、提升用户体验。

文、图｜记者 李晓旭
翻译｜赵凡