Beijing's 12345 Hotline: A Key Link Between Government And Citizens

By Nursyabiha Sukri

BEIJING, Dec 19 (Bernama) -- Beijing’s 12345 Hotline, a vital lifeline between the Chinese government and its citizens, has emerged as a golden calling card for understanding the city and experiencing the essence of China.

As part of the 2024 Beijing Forum on Swift Response to Public Complaints, international media practitioners, including representatives from the Malaysian National News Agency (Bernama), will have the opportunity to observe the hotline's operations at the Beijing Government Service Centre.

According to details shared with Bernama, the hotline is expected to handle an astounding 24 million citizen appeals, exceeding Beijing's total population.

“More than 1,710 telephone operators provide round-the-clock services, managing an average of 65,000 appeals daily. Each operator works eight-hour shifts, answering between 80 and 100 calls a day with unwavering enthusiasm, patience, meticulousness, efficiency, professionalism, and dedication,” said a spokesperson from the forum's organising team.

The hotline simplifies the process for Beijing's residents, allowing them to bypass the complexity of identifying the appropriate government department. By dialing 12345, citizens can resolve issues efficiently. The system features real-time monitoring and a daily volume tracker to ensure seamless service delivery.

Foreigners can also access the 12345 hotline, which provides 24-hour English-language assistance and support in multiple other languages. Through a three-party communication system, volunteers assist with translations, offer policy information, and resolve concerns.

All hotline operators are equipped with foreign language resources, while the integration of Artificial Intelligence (AI) further enhances service efficiency.

The hotline prides itself on its high-standard processes, enabling citizens to voice concerns anytime and anywhere, ensuring their feedback is addressed promptly. It also supports enterprises with 13 tailored measures to meet their needs, offering 24-hour services to assist businesses.

After six years of practice, Beijing’s reform of Swift Response to Public Complaints has achieved remarkable progress, both in theory and in practice, continually advancing urban governance reforms.

The two-day forum, which began today, showcases these achievements, including research findings, global evaluations of urban hotline services, governance effectiveness, and exemplary urban management case studies.

Themed "Modernising for People-Centered 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. It is being held at the China National Convention Centre.

-- BERNAMA