Editor's Note: How can cities use AI and digital technology to respond more effectively to people's needs? And how can governments move beyond resolving individual complaints to preventing problems before they arise? On The Hub, Wang Guan speaks with Vladimir Imamovich Norov, former secretary-general of the Shanghai Cooperation Organization and chairman of the Central Asian Association for AI, at the 2026 Beijing Forum on Swift Response to Public Complaints. They explore how Beijing's 12345 citizen service hotline connects public feedback with government action, enabling faster responses, stronger coordination across departments and a shift from reactive problem-solving to proactive governance. They also examine how AI can improve public services while preserving human judgment, empathy and accountability.