A groundbreaking report released at the 2024 Beijing Forum on Swift Response to Public Complaints has shed light on how the world’s major metropolises are revolutionizing urban governance through innovative hotline services.
The Evaluation Report on Worldwide City Hotline Services and Governance Effectiveness assessed the performance of hotline services in 20 global cities, including Beijing, Shanghai, Guangzhou, Hong Kong, Seoul, Singapore, Tokyo, Berlin, Paris, Madrid, London, Toronto, New York, and San Francisco.
According to the report, these cities have excelled in process governance, collaborative governance, smart governance, and responsive governance. The development of urban hotline services worldwide shows common trends such as resource integration, the creation of multi-channel platforms, intelligent applications, data analysis, and a strong focus on citizens’ experiences.
Industry experts view this report as the first systematic global analysis of city hotlines, offering a comprehensive assessment of their services and governance effectiveness. Meng Tianguang, head of the expert group behind the report and a professor at Tsinghua University’s School of Social Sciences, highlighted its potential impact.
“This report provides a scientific basis for optimizing resource allocation, improving public service efficiency, promoting innovation in urban governance, and enhancing people’s well-being worldwide,” Meng stated.
The forum, co-organized by the Chinese Academy of Social Sciences, China Media Group, the Beijing Municipal Committee of the Communist Party of China, and the Beijing municipal government, brought together leaders in public service to share innovative solutions and experiences in urban governance.
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How have hotline services of world's major metropolises performed?
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