#China #Beijing #Governance #City Hotline #Beijing Forum

Understanding the Evaluation of City Hotline Services

On December 19, 2024, during the Beijing Forum focused on the timely response to public complaints, the Evaluation Report on Worldwide City Hotline Services and Governance Effectiveness (2024) was officially launched. This report systematically analyzes operational models, trends, and service efficiency in urban hotlines globally.

Framework of the Evaluation Report

The report encompasses a detailed review of 20 representative cities selected from an initial pool of over 200 global urban centers. Criteria for selection included global influence, population size, and regional representation. It evaluates the performance of these cities based on four primary indicators:

1. Process management
2. Collaborative governance
3. Smart governance
4. Responsive administration

These indicators are further dissected into a total of 10 secondary and 24 tertiary metrics, creating a comprehensive framework for assessment.

Beijing's Innovative Approach

Beijing's own hotline service, notably the 12345 hotline, provides essential insights into effective city management. Since its overhaul in 2019, this system has implemented a model characterized by extensive feedback mechanisms, robust service offerings, tightly controlled management, and active citizen involvement. This has paved a uniquely Chinese pathway towards modern urban administration, which experts now refer to as the