The recent Los Angeles premiere of Hotline Beijing offered a fresh look at how Beijing's administration tackles everyday challenges through its renowned '12345' citizen service hotline. By weaving together personal stories—from parking headaches to elevator upgrades in historic neighborhoods—the documentary showcases the power of people-first governance.
Launched in 2019, the swift response to public complaints initiative brought dozens of support lines under the '12345' umbrella. Staffed 24/7 by over 1,700 operators, the platform has processed roughly 150 million reports in six years, boasting resolution and satisfaction rates that near 97 percent.
Once a call comes in, it's immediately routed to the relevant department or service unit. Citizens then rate their experience, creating a transparent feedback loop that keeps communities actively engaged in city management.
'What we aimed for … was to create a vivid scroll of daily life, stories that are close to people's hearts, and to show how a single hotline in Beijing has helped catalyze reform in the governance of a city of more than 20 million residents,' Director Xu Jieqin explains.
US viewers have applauded Hotline Beijing for revealing how data-driven tools and human connection can drive real impact. For globally minded young citizens and changemakers, the film offers a blueprint for leveraging civic tech to solve urban challenges.
Reference(s):
cgtn.com
