
清华大学等高校专家在论坛上发布《全球城市热线服务与治理效能评测报告(2026)》与《全国12345热线服务与治理效能评测报告(2026)》。
2026北京接诉即办改革论坛12日开幕,会上发布了《全球城市热线服务与治理效能评测报告(2026)》和《全国12345热线服务与治理效能评测报告(2026)》,总结并评估了全球20个城市及全国100个城市的城市热线发展与治理效能。
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2026北京接诉即办改革论坛正在北京举行,清华大学联合多所高校发布了两份关于全球与全国城市热线的评测报告。
中新网北京10月13日电 (记者 徐婧)2026北京接诉即办改革论坛正在北京举行。《全球城市热线服务与治理效能评测报告(2026)》《全国12345热线服务与治理效能评测报告(2026)》12日在论坛上发布,由清华大学分别联合剑桥大学、北京大学等高校专家,对20个全球影响力城市、100个国内城市进行评测。
报告聚焦全球、全国城市热线,重点探索热线在城市公共服务能力提升过程中的重要驱动作用,即由诉求受理渠道逐步迈向连接民生需求、推动部门协同、支撑城市治理的重要平台。全球众多城市围绕公众诉求响应、治理协同和数字赋能开展多样化探索,中国12345热线实践也在其中展现出具有代表性的治理经验。
2026北京接诉即办改革论坛开幕式。主办方供图
《全球城市热线服务与治理效能评测报告(2026)》是在2024年全球首次评测基础上的延续与发展。本次研究覆盖五大洲,重点选取20个具有全球影响力和区域代表性的城市开展量化评测,包括北京、上海、香港以及纽约、巴黎、新加坡、里约热内卢等。
评测结果显示,全球城市热线发展呈现多元化趋势。各个城市结合自身制度环境、治理需求和技术条件,探索形成各具特色的发展路径。基于治理效能表现,报告将20个焦点城市概括为综合创新型、数智驱动型、多元协作型和回应导向型四类发展模式。北京、迪拜、纽约、深圳、首尔等城市在多个维度均衡发展,体现综合创新特点;旧金山、曼谷、上海、香港、新加坡等城市更加突出数字技术应用;布宜诺斯艾利斯、成都、多伦多、汉堡、里约热内卢、罗马等城市体现多元主体协作特点;安曼、巴黎、马德里、武汉等城市更加注重服务回应和公众体验。
报告指出,相较于两年前的初次评测,全球城市热线治理效能整体提升,以热线为纽带的城市治理生态正在全球范围内加快形成。中国12345热线的发展也体现出从服务能力建设向治理效能提升转型的趋势。
中外嘉宾在2026北京接诉即办改革论坛期间参与城市治理沙龙。主办方供图
《全国12345热线服务与治理效能评测报告(2026)》覆盖100个样本城市,通过多种方法观察分析全国12345热线的发展变化和创新实践。
该报告指出,当前全国12345热线制度基础已经基本形成,各个城市热线服务能力总体趋同,发展差异更多体现在治理效能上。影响热线运行效果的关键,不仅在于城市规模和发展条件,更在于组织统筹、责任链条和运行机制能否有效衔接。围绕服务群众、解决问题的共同目标,不同城市结合自身条件探索形成特色化治理模式,在实践中形成“一城创新、全国共鉴”的学习发展格局。
与此同时,热线数智化建设从技术应用扩散迈向治理生态构建。报告指出,未来城市热线发展的关键不只是“有没有技术”,而是技术能否真正嵌入治理过程,数据能否有效支撑决策,智能应用能否切实提升群众诉求办理质效。

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