Speaking at the 2026 Beijing Forum on Swift Response to Public Complaints, held in the Chinese capital on October 12-13, Professor Busani Ngcaweni, director of the Centre for Public Policy and African Studies at the University of Johannesburg, highlighted how digital technology and big data can help bridge the gap between people and government, enabling more efficient and responsive public services.

He noted that Beijing's approach offers valuable insights not only for cities in the Global South, but also for those in the Global North seeking to improve public service delivery. By putting people's needs at the center of technological innovation, he said, governments can turn data into meaningful action and more effective policymaking.