The 2024 Beijing Forum on Swift Response to Public Complaints kicked off on Wednesday, highlighting the city’s innovative approach to people-centered urban governance. At the heart of this initiative is the 12345 Citizen Hotline Service Center, a platform that has transformed the relationship between the government and its 21 million residents.
Launched in January 2019, the “swift response to public complaints” reform has empowered citizens by streamlining the process of voicing concerns and receiving timely solutions. Over the past six years, the hotline has fielded 150 million appeals, with resolution rates soaring from 53% to 97% and satisfaction rates climbing from 65% to 97.3%, according to Shen Binhua, Director of the Beijing Municipal Administrative Service and Data Management Bureau.
“The people-centered philosophy lies at the heart of this initiative,” said Li Wenzhao, Deputy Head of the Capital Development and Governance Institute at Renmin University of China. “The starting point is the people’s demands, and the key is that government departments respond quickly, handle appeals efficiently, and provide timely feedback.”
One success story is that of Ma Shujie, a 63-year-old retired teacher searching for a suitable nursing home for her 89-year-old mother-in-law. Frustrated by the lack of nearby facilities, Ma reached out to the 12345 hotline. Her appeal resonated with others across Beijing, prompting coordinated efforts by government departments. As a result, over 1,000 community-based eldercare stations were established, and Ma’s mother-in-law found a facility just a short walk from home.
Data-driven governance has become a cornerstone of the hotline’s success. With a database of 150 million appeals, authorities analyze trends to proactively address issues. Since 2021, Beijing has identified and managed over 60 critical livelihood concerns, completed more than 1,800 tasks, and introduced over 400 policies to tackle both symptoms and root causes of public grievances, noted Feng Yingyi, Deputy Director of the Beijing 12345 Citizen Hotline Service Center.
Elderly residents, for instance, frequently requested the installation of elevators in old residential buildings. In response, Beijing launched a service platform in early 2024 to facilitate these installations. “After the elevator is installed, it will be more convenient to go downstairs for a walk,” said Chen, an 80-year-old resident of Haidian District, expressing his anticipation.
The hotline has also embraced technological advancements to enhance service quality. Artificial intelligence aids in data analysis and improves call experiences. Operators maintain a volume below 70 decibels to ensure comfort, and real-time translation services assist foreign callers. “We often receive calls from foreigners asking about visa extensions, work permits, and daily life issues,” said Wang Shuo, an English-speaking operator at the center.
In March 2024, the hotline assisted a foreign resident in Daxing District with enrolling their children in school. The center has since hired multilingual operators and partnered with volunteers from Beijing Foreign Studies University to provide enhanced language support. “As China expands its visa-free policy, we’ve seen an increase in international visitors,” Feng said. “The 12345 hotline stands ready to offer guidance for their travels in China, and we encourage feedback about any inconveniences they encounter.”
Experts acknowledge that the “swift response to public complaints” has not only improved governmental efficiency but also fostered a more proactive governance model. “By analyzing vast amounts of data from citizens’ requests, the mechanism offers valuable insights that inform high-level decision-making,” said Meng Tianguang, a professor at Tsinghua University’s School of Social Sciences. “It’s an essential tool for science-based governance.”
International observers have taken note of Beijing’s innovative approach. During a visit in April, Gleisi Hoffmann, leader of Brazil’s Workers’ Party, praised the platform for integrating resources across departments. “It embodies the Communist Party of China’s philosophy and purpose of putting the people first and serving the people wholeheartedly,” Hoffmann remarked.
As Shen Binhua emphasized, the 12345 hotline is more than a communication tool—it’s a catalyst for profound changes in urban governance. “It connects the government and the people, driving efficiency and fostering trust at the grassroots level,” he said.
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'Swift Response to Public Complaints' promotes grassroots governance
cgtn.com
