As winter blankets Beijing, the city's innovative 12345 hotline has played a pivotal role in enhancing urban governance. This winter alone, heating-related complaints have plummeted by an impressive 61%. How? By proactively addressing frequent issues reported by residents through the hotline since last summer.
One inspiring story is that of Ma Shujie, a 63-year-old retired teacher. Ma faced a heartfelt challenge: finding a suitable nursing home for her 89-year-old mother-in-law. With limited options nearby, she reached out through the 12345 hotline. Her plea resonated with many, leading to the establishment of over 1,000 community-based eldercare stations across Beijing. Thanks to these efforts, Ma's mother-in-law now enjoys the comfort of a facility just a short walk from home.
Launched to provide swift solutions to everyday problems, the 12345 hotline has become an integral part of Beijing's urban fabric. From healthcare and housing to transportation and beyond, residents rely on this government service for everything from emergency requests to general inquiries.
In just six years, the 12345 hotline has managed an astounding 150 million requests. Its resolution rates have soared from 53% to 97%, and customer satisfaction has skyrocketed from 65% to an impressive 97.3%.
Beijing's digital transformation through the 12345 hotline exemplifies how technology can enhance city living, making it more responsive and citizen-centric. This initiative not only addresses immediate concerns but also fosters a more connected and supportive community.
Reference(s):
Digitalization is revolutionizing China's mega-city urban governance
cgtn.com
