Beijing is setting new standards in public service with its innovative 12345 Citizen Hotline, which has dramatically improved the city’s ability to address and resolve public complaints. Since the introduction of the ‘Swift Response’ reform, the hotline has handled over 150 million complaints in six years, pushing the resolution rate from a modest 53% in 2019 to an impressive 97% in 2024.
The significant jump in resolution rates showcases Beijing’s commitment to efficiently addressing the concerns of its residents. The 12345 Citizen Hotline serves as a direct channel between the government and the public, ensuring that citizens’ voices are heard and issues are promptly addressed.
This remarkable progress will be highlighted at the upcoming 2024 Beijing Forum on “Swift Response to Public Complaints,” scheduled for December 18-19. The forum aims to share insights into Beijing’s successful strategies and explore innovative solutions for public service enhancement nationwide.
Beijing’s journey towards enhancing citizen satisfaction and governance efficiency not only benefits its own residents but also sets a benchmark for other cities looking to improve their public service mechanisms. The city’s dedication to swiftly resolving public grievances reflects its commitment to fostering a more responsive and people-centered government.
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Graphics: Beijing's progress in swiftly addressing public complaints
cgtn.com
