The hotline services of 20 major international metropolises have been lauded for their outstanding performance in governance and innovation, according to a report released on Wednesday in Beijing.
The Evaluation Report on Worldwide City Hotline Services and Governance Effectiveness was unveiled during the 2024 Beijing Forum on Swift Response to Public Complaints, which runs from Wednesday to Thursday.
Co-organized by the Chinese Academy of Social Sciences, China Media Group, the Communist Party of China Beijing Municipal Committee, and the Beijing municipal government, the forum focuses on exploring innovative and practical solutions to public service issues and sharing experiences on urban governance.
The report evaluated the effectiveness of hotline services and governance in 20 major cities around the world, including Beijing, Shanghai, Guangzhou, Hong Kong, Seoul, Singapore, Tokyo, Berlin, Paris, Madrid, London, Toronto, New York, and San Francisco. It highlighted their achievements in process governance, collaborative governance, smart governance, and responsive governance.
According to the report, global urban hotline services share common characteristics and trends, such as resource integration, channel construction, intelligent applications, data mining, and a focus on citizens’ experiences. These services are increasingly becoming integral to urban management, enhancing communication between city authorities and residents.
Industry experts consider the report a pioneering effort in providing a systematic analysis of the trajectories and trends of city hotlines worldwide. “This is the first time a governance-based framework offers a comprehensive assessment of hotline services and their efficacy,” said Meng Tianguang, head of the report’s expert group and professor at the School of Social Sciences of Tsinghua University.
Meng added that the findings could offer a scientific basis for cities around the world to continuously optimize resource allocation, improve public service efficiency, promote urban governance innovation, and enhance the well-being of their citizens.
The forum provided a platform for city officials, scholars, and industry leaders to discuss the evolving role of hotline services in urban governance. Participants shared best practices and explored new strategies to address the challenges faced by modern metropolises.
As cities continue to grow and become more complex, effective communication channels between residents and authorities are essential. The report sheds light on how major cities are leveraging technology and innovative governance models to respond swiftly to public complaints and needs, ultimately fostering more livable and responsive urban environments.
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How have hotline services of world's major metropolises performed?
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