Beijing Forum Addresses Rapid Public Complaint Response
A forum on the rapid response to public complaints opened in Beijing, releasing research findings and global case studies on urban governance. The event highlighted the role of technology in managing citizen feedback.
The 2026 Beijing Forum on Rapid Response to Public Complaints commenced on Monday, October 14, in Beijing. The forum released research findings, reports on the city's 12345 service, and global case studies concerning urban governance.
Beijing's 12345 hotline serves as a unified government service platform, enabling residents to report issues, lodge complaints, and seek information on public services ranging from utilities and transportation to healthcare and housing.
Since 2019, the hotline has evolved from a traditional call center into an intelligent management hub utilizing big data and AI. Data generated by the service helps identify recurring problems and informs policy decisions, transforming public concerns into actionable insights for improving city services. The hotline has processed approximately 200 million requests to date.
Digital technologies, particularly artificial intelligence, are central to the two-day event. The forum serves as a platform for participants to learn from Beijing's urban governance experiences and explore applicable ideas for their own cities. The agenda also includes site visits to local communities.