Overseas experts highly praise Beijing 12345 hotline
According to a report by Xinhua News Agency on December 18th in Beijing, public issues can be resolved with just one phone call, without the need to go through complex government departments. This is the role of the Beijing 12345 hotline: a powerful lifeline connecting the government and the public
According to the report, as one of the activities of the 2024 Beijing Complaints and Immediate Reform Forum, representatives from international media, including the China News Service, conducted on-site investigations into how this hotline has fundamentally changed public services
The hotline has 1710 operators providing services and handles an average of 65000 appeals per day
A spokesperson for the forum organizer said, "Each operator works 8 hours a day, answering 80 to 100 calls. Operators are enthusiastic, patient, meticulous, efficient, professional, and dedicated to their work." This system allows Beijing citizens to avoid the trouble of finding suitable departments and directly call 12345 to solve problems
The duty desk displays the daily demand volume, and the real-time monitoring and management system ensures work efficiency
The spokesperson said, "The 12345 hotline processes every feedback message with high standards and adheres to the concept of 'all time' and 'all channels' complaint handling. Citizens can report problems anytime and anywhere and have full expression rights." It is expected that the hotline will handle up to 24 million citizen demands this year, which is more than the total population of Beijing
The spokesman said that foreigners who encounter problems can also call the 12345 hotline to enjoy 24-hour English services and other foreign language services
This hotline also serves enterprises, with 13 optimization measures tailored to their specific needs, ensuring 24-hour support
The two-day 2024 Beijing Complaints and Immediate Reform Forum opened on the 18th in Beijing. The forum showcases various achievements, including global urban hotline services and governance effectiveness evaluation, typical cases of urban governance, etc
The theme of this forum is "Human centered Modernization of Urban Governance", co hosted by the Chinese Academy of Social Sciences, China Central Radio and Television Station, Beijing Municipal Party Committee, and Municipal Government
It was also reported by Latin American News Agency on December 19 that experts from Latin America and Europe expressed their admiration for the urban governance system established by Beijing to address the concerns of citizens
In an interview with Latin American News Agency, Juan Alvarez Pinto, mayor of Melo Town, Saint Louis Province, Argentina, said that he was very happy to participate in the 2024 Beijing Forum for Immediate Reform, and stressed the importance of this activity, which brings together representatives from all over the world
The official emphasized the importance of the "12345" unified hotline system implemented in Beijing, which strengthens communication between the government and citizens
He said that this system enables the government to quickly respond to public concerns through efficient collaboration among various departments, covering everything from trivial matters to complex issues
The mayor emphasized that this policy applies advanced technologies, including artificial intelligence
He expressed surprise and admiration for the efficiency of the system and expressed a desire to implement similar measures in Argentine cities
On the other hand, Peter Nekamp, a professor at the Free University of Amsterdam in the Netherlands, shared his views on the development of Beijing over the past 40 years
He recalled when he first visited this city more than 40 years ago, when Beijing was still a simple city dominated by bicycles
Naikamp praised Beijing for becoming a modern and prosperous metropolis, and attributed this progress to effective urban policies that have accelerated Beijing's development
He also pointed out that this progress is due to the top-down governance approach, which ensures consistent urban development
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