澳门公众意见处理新制实施首月：4.3万宗意见平均7天办妥，此前平均要等20天
中国澳门特别行政区政府行政公职局11月6日公布，《公众意见处理运作制度》自今年10月5日实施以来首月，澳门49个政府部门透过跨部门市民意见处理平台共处理约4.3万宗公众意见，平均处理时间约七个工作日，较过去平均二十日大幅缩短；市民对处理结果评价为「满意」或以上者超过八成。
按行政公职局公布的数据，首月处理的意见中，九成个案可即时处理，其余一成需开立个案转交相关部门跟进。在转办个案中，两个工作日内首次回复的执行率近九成，十五个工作日内办结的达九成半；意见转介机制运作良好，转介正确率达99.3%。
与新制同步推出的智能客服「政问通」已在「一户通」和「商社通」上线，运作近一个月录得27万次访问，实际使用约4,200人次，产生对话约1.2万次；其中转入人工处理的388次，有330次可由人工客服即时解答。
《公众意见处理运作制度》由第20/2026号行政法规设立，是澳门特区政府在政民沟通方面的一项跨部门改革。行政公职局表示，将持续跟进制度执行情况，按服务需求趋势及部门意见反馈动态调整资源配置，并透过持续累积的意见数据掌握社会诉求，推动政策制定与公众意见深度融合。
（来源：澳门特别行政区政府行政公职局）
Macao's New Public Opinion System Handles 43,000 Cases in First Month, Cutting Average Wait From 20 Days to 7
Macao's Public Administration and Civil Service Bureau announced on November 6 that in the first month since the Public Opinion Handling System took effect on October 5, the Macao SAR's 49 government departments handled about 43,000 items of public opinion through a cross-department citizen opinion platform, cutting the average handling time to about seven working days from the previous average of 20. More than 80 percent of citizens rated the outcomes "satisfactory" or above.
According to the bureau, 90 percent of cases could be resolved immediately, while the remaining 10 percent were opened as cases and referred to the relevant departments. Among referred cases, nearly 90 percent received a first reply within two working days, and 95 percent were concluded within 15 working days. The referral mechanism worked accurately, with a correct-referral rate of 99.3 percent.
The AI customer-service assistant "GovQuery" (Zheng Wen Tong), launched on the "Macao One Account" and "Business and Association Platform" apps alongside the new system, recorded 270,000 visits in its first month, with about 4,200 actual users generating some 12,000 conversations. Of the 388 cases transferred to human agents, 330 were answered on the spot.
The system was established by Administrative Regulation No. 20/2026 as a cross-department reform of government-citizen communication in the Macao SAR. The bureau said it will keep monitoring implementation, adjust resources according to service demand and departmental feedback, and use the accumulated opinion data to better understand public concerns and inform policymaking.
(Source: Public Administration and Civil Service Bureau of the Macao SAR)
来源：澳门特别行政区政府行政公职局
发布：GSM·美国（发布链接）
图片来源：图：澳门特别行政区政府行政公职局发布的《公众意见处理运作制度》实施首月成效信息图。 / Infographic: First-month results of the Public Opinion Handling System, released by the Public Administration and Civil Service Bureau of the Macao SAR.
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