Beijing's 12345 Hotline: Connecting Government With Citizens

From Nursyabiha Sukri

BEIJING, Dec 18 (Bernama) -- With a single phone call, public issues can be resolved without the need to navigate complex government departments. That's what Beijing's 12345 hotline does – an impactful lifeline connecting the Chinese government and its citizens.

As part of the 2024 Beijing Forum on Swift Response to Public Complaints, representatives from international media, including the Malaysian National News Agency (Bernama), are getting a first-hand look at how this hotline is revolutionising public service.

The hotline, which has been operational since 2019, is manned by 1,710 telephone operators providing round-the-clock services and handling an average of 65,000 calls daily.

"Each operator works eight-hour shifts, answering 80 to 100 calls per day, demonstrating unwavering enthusiasm, patience, meticulousness, efficiency, professionalism, and dedication,” said a spokesperson for the forum's organising team.

This system allows Beijing’s citizens to bypass the complexity of finding the right department. Instead, they can resolve issues simply by calling 12345.

The duty desk displays the daily volume of requests, with real-time monitoring and management systems in place to ensure efficiency.

"The 12345 hotline handles every piece of feedback with a high standard process, upholding the concept of addressing demands at all times and across channels. Citizens can report problems anytime, anywhere, and fully express their concerns," said the spokesperson.

She said the hotline is expected to handle a staggering 24 million citizen appeals this year, surpassing the city’s total population.

The spokesperson said foreigners encountering issues can also reach out to the 12345 hotline, which offers 24-hour English-language services, along with multiple foreign language options.

Through a three-party communication system, volunteers assist with translations, provide policy information, and help resolve concerns.

She said all hotline operators have access to foreign language services, and the integration of Artificial Intelligence (AI) technology is further enhancing service efficiency.

The hotline also caters to enterprises, with 13 optimisation measures designed to address their specific needs, ensuring 24-hour support for businesses.

The two-day forum, which began on Wednesday at the China National Convention Centre here, showcased various achievements, including global evaluations of urban hotline services, governance success stories, and exemplary cases of urban governance.

 Themed "Modernising for People-Centred Urban Governance”, the forum  is co-sponsored by the Chinese Academy of Social Sciences, China Media Group (CMG), the Beijing Municipal Party Committee, and the Beijing Municipal Government.

-- BERNAMA