#China #Beijing #Beijing Forum #City Hotline Services #Governance Models

Insightful Evaluation Report Released on Global City Hotline Services

On December 18, 2024, a significant report evaluating the effectiveness of hotline services and governance in cities worldwide was published in Beijing. This report was released during the 2024 Beijing Forum on Swift Response to Public Complaints and serves as a systematic analysis of 20 representative cities across the globe.

The evaluation process began with more than 200 cities, eventually narrowing it down to 20 selected for their global influence, population size, and regional representativeness. The report’s experts have identified four key primary indicators of governance which include:
1. Process Governance
2. Collaborative Governance
3. Smart Governance
4. Reactive Governance

In total, the report analyzes 10 secondary indicators and 24 tertiary indicators, providing a multifaceted view of governance practices. Notably highlighted is Beijing's hotline service (12345), which has deeply integrated into urban governance across various sectors and scenarios. This summer in 2019, Beijing initiated unprecedented innovations to swiftly address public complaints, resulting in a governance model characterized by comprehensive feedback, broad services, and extensive citizen engagement. This unique approach has established what is known as the “Beijing Model” and offered a