Facing with difficulties on urban governance, Beijing adopted an innovative mechanism for public complaints response in 2019. A 24/7 public service hotline, known as the 12345 hotline, has been introduced, serving as the main channel for residents to voice their concerns. Once a complaint is filed, it is quickly directed to the local authorities, relevant departments and public service companies to address these issues. The resolution outcome is then evaluated by the complainants, ensuring their whole-process engagement, assessment, and oversight in city governance. 

As we continue to refine and enhance the mechanism, Beijing is shifting from merely reacting to complaints to preemptive governance and problem-solving. Based on big data analysis and a systematic understanding of citizen demands, we actively pinpoint the most pressing difficulties of high concern to our people, and have tackled a wide array of public requests with precise measures. For instance, installing elevators in old residential buildings, supporting people facing difficulties in employment, and upgrading and retrofitting traffic lights. Countless urgent difficulties, which were of great concern to the citizens, have been resolved as a result of our efforts. "Need help? Dial 12345" is now a catchphrase among our residents.