Beijing is set to become a global hub for urban governance innovation as it hosts the Beijing Forum on Swift Response to Public Complaints from December 18 to 19. The announcement came from officials of the Beijing Municipal People’s Government during a press briefing on Tuesday.
The forum aims to provide an international platform for experts to exchange insights, discuss innovative solutions to public service challenges, and share best practices in urban governance. Senior representatives from the Beijing Municipal Administrative Service and Data Management Bureau, the Institute of Political Science at the Chinese Academy of Social Sciences, and the Beijing Office of China Media Group (CMG) attended the briefing, highlighting Beijing’s strides in urban management.
Shen Binhua, director of the Beijing Municipal Administrative Service and Data Management Bureau, shed light on the unique challenges faced by China’s capital. “With over 20 million residents, Beijing’s population is more than double that of New York. Managing such a vast urban environment requires innovative approaches,” he explained.
In response to these challenges, Beijing introduced the “Swift Response to Public Complaints” initiative in 2019. This pioneering program aims to promptly address the needs and demands of residents, efficiently resolving issues that affect daily life. “Our goal is to ensure that every citizen feels heard and that their concerns are addressed swiftly,” Shen added.
Since its launch, the initiative has processed over 150 million appeals, boasting resolution and satisfaction rates of 96.5% and 96.9%, respectively. A significant innovation has been the integration of more than 60 hotline services into a unified number—12345. Operating 24/7, the hotline is staffed by over 1,700 operators working in shifts to handle calls and process requests. The service covers nearly every aspect of urban life, including business services, senior and child care, healthcare, education, and transportation.
“The 12345 hotline has become a lifeline for our residents,” Shen noted. “It’s more than a number; it’s a commitment to provide timely assistance and improve the quality of life in our city.”
The upcoming forum will delve into these successful strategies, with participants from around the world sharing their experiences and exploring collaborative solutions for urban governance. Topics will range from leveraging technology in public service to enhancing community engagement and response mechanisms.
As cities globally grapple with rapid urbanization, Beijing’s initiative offers a compelling model for effective governance. The forum promises to foster dialogue and inspire innovations that can be adapted to other metropolitan contexts, contributing to the overall improvement of urban life worldwide.
