Beijing Public Service: Beijing Forum on Swift Response to Public Complaints opens, focusing on people-centered modern urban governance
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The Beijing Forum on Swift Response to Public Complaints opened on Wednesday. The forum aims to create a better future by building a "people's city". This year's event highlights modernizing urban governance. CGTN's Bi Ran has more. 

Themed "modernizing for people-centered urban governance," the Beijing Forum on Swift Response to Public Complaints opened with over 700 participants, including domestic and international guests, academic experts, and representatives from all walks of life.

OMAR AL RAZZAZ, Former Prime Minister of Jordan, Senior Fellow, Harvard Kennedy School "The Beijing Forum on Swift Response to Public Complaints forum serves as an indispensable cornerstone building such trust in urban governance and enhancing citizens' sense of belonging and satisfaction."

In 2019, Beijing initiated this innovative set of reforms to address complaints related to urban governance. According to the Beijing municipal government, over the past six years, the city has processed more than 150 million public complaints, covering all aspects of urban management. This means approximately 70,000 cases per day. The resolution rate of these complaints has increased from 53% to 97%, while satisfaction rates have risen from 65% to 97%. Beijing's implementation of public service reforms, through the 12345 hotline service, enables rapid responses to citizens' demands and facilitates timely and effective feedback.

BI RAN, Beijing "The forum is an international platform where experts share ideas, discuss practical solutions to public service challenges, and exchange experiences in urban governance."

This forum serves as a key platform for communication among high-level government officials on a wide range of urban governance issues, focusing on difference approaches of responding to residents' needs and addressing public concerns efficiently. At the forum, both domestic and international guests visited the 12345 hotline service center to gain firsthand insights into Beijing's innovations in governance of megacities.

PROFESSOR PETER NIJKAMP, Vrije University Amsterdam "The hotline center, it's very, very impressive. It's a big undertaking and I think it has been very successful within the context of China, also in other Chinese cities, by the way, because 12345, of course, you can find it in many Chinese cities."

PROFESSOR TONY PROSSER, University of Bristol "The difference here is a single hotline covers everything. Back in the UK, we only have fragmented ones, so we have met some problems. I think the most impressive thing is that hotline covers everything."

At the opening ceremony this morning, several key achievements were also shared, including the Compilation of Research Papers on Swift Response to Public Complaints in Beijing, Cases of Urban Governance Innovation, and the Evaluation Report on Worldwide City Hotline Services and Governance Effectiveness. Bi Ran, CGTN, Beijing.