Beijing hosts forum on swift response to public complaints

The 2026 Beijing Forum on Swift Response to Public Complaints convened in Beijing on Monday, featuring the release of research findings, city hotline service reports, and global case studies on urban governance.

Beijing's 12345 hotline serves as the city's unified government service platform, enabling residents to report issues, file complaints, and seek information on public services spanning utilities, transportation, healthcare, and housing.

Since 2019, the hotline has transformed from a traditional call center into a smart governance hub utilizing big data and AI. Data generated by the hotline aids in identifying recurring issues and informs policy decisions, converting everyday public concerns into input for improving urban services. The hotline has handled approximately 200 million requests to date.

Digital technology, particularly artificial intelligence, is a primary focus of the two-day event. Many participants view the forum as an opportunity to learn from Beijing's urban governance experience and explore applicable ideas for their own cities. Discussions are set to continue on Tuesday with parallel sessions and site visits to local communities.