Forum on Swift Response to Public Complaints Opens in Beijing

The 2026 Beijing Forum on Swift Response to Public Complaints commenced on Monday, featuring the release of research findings, reports on city hotline services, and global case studies in urban governance. The event focuses on enhancing how cities address resident concerns through efficient service platforms.

Beijing's 12345 hotline serves as the city's unified government service platform, enabling residents to report issues, lodge complaints, and seek information on public services. Since 2019, this hotline has evolved from a traditional call center into a smart governance hub leveraging big data and artificial intelligence.

The data generated by the hotline helps identify recurring issues and informs policy decisions, transforming public concerns into actionable input for service improvement. The platform has handled approximately 200 million requests from individuals and businesses to date. Digital technology, particularly AI, is a key focus of the two-day event.

Participants are using the forum to learn from Beijing's urban governance experience and explore applicable ideas for their own cities. Discussions are set to continue with parallel sessions and field trips to local communities, offering practical insights into public service delivery and urban management.