Imagine transforming a city with just a phone call! 📞 That's exactly what's happening in Beijing, where the 12345 hotline is reshaping urban life one complaint at a time.
This week, the 2024 Beijing Forum on Swift Response to Public Complaints kicked off, spotlighting the theme \"Modernizing for People-Centered Urban Governance.\" With over 21 million residents, Beijing's need for efficient governance is no small feat. But since launching the \"swift response to public complaints\" reform in 2019, the city is making waves.
The 12345 hotline isn't just any call center. It's a lifeline for citizens, handling over 150 million appeals in six years! Resolution rates soared from 53% to an impressive 97%, and satisfaction rates climbed from 65% to 97.3%, according to Shen Binhua, director of the Beijing Municipal Administrative Service and Data Management Bureau.
Take the story of Ma Shujie, a 63-year-old retired teacher. Struggling to find a nearby nursing home for her 89-year-old mother-in-law, she dialed 12345. Her call wasn't just answered—it sparked action! 💪 Together with similar requests, it led to the establishment of over 1,000 community-based eldercare stations. Now, Ma's mother-in-law has a facility just a short stroll away. 🏡❤️
\"The people-centered philosophy lies at the heart of 'swift response to public complaints,'\" said Li Wenzhao of the Renmin University of China. By responding quickly and efficiently, the government isn't just solving problems—they're building trust.
But it's not just about addressing individual issues. The hotline collects valuable data to plan forward-looking governance. With big data analysis, Beijing identified common concerns and tackled over 60 major issues, completing more than 1,800 tasks. Over 400 policies were introduced to improve people's lives! 🌟
Remember the struggle of climbing stairs in old buildings? Thanks to 12345, many old residential buildings now have elevators installed. For seniors like Mr. Chen, 80, this means newfound freedom. \"After the elevator is installed, it will be more convenient to go downstairs for a walk,\" he said with a smile. 🚶♂️⬇️
The 12345 hotline isn't stopping there. Embracing technology, they're using artificial intelligence to make services even warmer and more refined. Plus, with multilingual support, even international residents can get assistance. Wang Shuo, an English operator, shared, \"We often receive calls from foreigners asking about visa extensions or work permits.\" 🌐
As Beijing welcomes more international visitors, the hotline stands ready to help. \"We encourage feedback about any inconveniences they encounter,\" said Feng Yingyi, deputy director of the hotline service center.
The impact of 12345 hasn't gone unnoticed. Brazil's Workers Party leader, Gleisi Hoffmann, visited the center and was amazed by how it integrates resources from all relevant departments. She remarked that it embodies the philosophy of putting people first.
With every call, Beijing's 12345 hotline is not just solving problems—it's revolutionizing grassroots governance and making the city a better place for everyone. 📞✨
Reference(s):
'Swift Response to Public Complaints' promotes grassroots governance
cgtn.com
