As winter blankets Beijing, residents are experiencing a warmer season in more ways than one. The city’s 12345 hotline has witnessed a remarkable 61 percent drop in heating-related complaints this year. This significant decline isn’t due to milder weather but is a direct result of proactive measures taken by Beijing’s heating department. By analyzing frequent issues reported through the hotline, the department conducted preemptive repairs to the heating system, addressing potential problems before they affected residents.
Among those benefiting from the city’s digital transformation is 63-year-old retired teacher Ma Shujie. Facing challenges in finding a suitable nursing home for her 89-year-old mother-in-law, Ma turned to the 12345 hotline for assistance. Her inquiry resonated with many others across Beijing, sparking a city-wide response. In collaboration with various government departments, more than 1,000 community-based eldercare stations were established. Thanks to this initiative, Ma’s mother-in-law now enjoys care just a short walk from home.
Launched as a quick solution to everyday problems, the 12345 hotline has become an integral part of Beijing’s urban landscape. From healthcare and housing to transportation, residents rely on this government service for everything from emergencies to general inquiries. In the six years since its inception, the hotline has handled an astounding 150 million requests. Resolution rates have soared from 53 percent to 97 percent, while customer satisfaction has climbed from 65 percent to 97.3 percent.
The success of the 12345 hotline exemplifies how digitalization is revolutionizing urban governance in China’s mega-cities. By leveraging technology to streamline communication between residents and government departments, Beijing is not only resolving individual concerns but also identifying broader issues that impact the community. This approach fosters a more responsive and efficient governance model, enhancing the quality of life for millions of residents.
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Digitalization is revolutionizing China's mega-city urban governance
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