Forum on Swift Response to Public Complaints Opens in Beijing

The 2026 Beijing Forum on Swift Response to Public Complaints opened on Monday in the Chinese capital, presenting research findings, city hotline reports, and global case studies on urban governance.

Beijing's 12345 hotline serves as a unified public service platform, enabling residents to report issues, lodge complaints, and seek information on services ranging from energy supply and transportation to healthcare and housing. Since 2019, the hotline has evolved from a traditional call center into an intelligent governance hub utilizing big data and artificial intelligence.

The data generated by the hotline helps identify recurring problems and informs policy decisions, transforming public concerns into catalysts for improving city services. To date, the hotline has handled approximately 200 million requests from individuals and businesses.

Digital technologies, particularly artificial intelligence, are a key focus of the two-day event. The forum offers participants a chance to learn from Beijing's experiences in urban governance and explore applicable ideas for their own cities. Discussions will continue on Tuesday with parallel sessions and site visits to local communities.