Beijing is set to host the 2024 Beijing Forum on “Swift Response to Public Complaints” from December 18 to 19, highlighting the city’s remarkable achievements in addressing public grievances through its innovative 12345 Citizen Hotline.
Since the introduction of the “Swift Response” reform, Beijing has significantly enhanced its ability to resolve complaints and improve resident satisfaction. Over the past six years, the city has handled over 150 million complaints, with the resolution rate soaring from 53 percent in 2019 to an impressive 97 percent in 2024.
The 12345 Citizen Hotline has been at the forefront of this transformation, serving as a vital bridge between the government and the people. By streamlining processes and fostering inter-departmental collaboration, the hotline has enabled swift and effective responses to a wide range of public concerns.
“We are committed to putting people first and addressing their needs promptly,” said a spokesperson for the Beijing municipal government. “The success of the ‘Swift Response’ reform reflects our dedication to enhancing governance efficiency and improving the quality of life for our residents.”
The upcoming forum will bring together government officials, experts, and stakeholders to share insights and best practices in public service innovation. Beijing’s journey in enhancing citizen satisfaction is set to serve as a benchmark for cities nationwide, showcasing effective solutions for modern governance challenges.
As Beijing continues to pioneer new approaches to public service, the city reinforces its commitment to responsive governance and sets an example for others to follow in improving citizen engagement and satisfaction.
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Graphics: Beijing's progress in swiftly addressing public complaints
cgtn.com
