I. Introduction to the Forum 

The 2024 Beijing Forum on Swift Response to Public Complaints will be held from December 18 to 19 at China National Convention Center. Among the activities, the "Common Direction—Citizen Hotline and Responsive Government" parallel forum, co-hosted by Chaoyang District and Peking University, will take place on the morning of December 19. Approximately 400 participants, including domestic and international guests, scholars, representatives from Chaoyang District and Peking University, and delegates from various cities, will attend the event.

The forum is divided into four stages: leaders' remarks, keynote speeches, interactive discussions, and concluding session. 

During the leaders' remarks segment, Sima Hong, Vice Chairperson of the China Democratic National Construction Association, Chairman of the Beijing Municipal Committee of CDNCA, and Vice Mayor of Beijing, Jiang Guohua, Deputy Secretary of the CPC Committee of Peking University, and Wen Xian, Secretary of  the CPC Committee of Chaoyang District will deliver speeches.

In the keynote session, domestic and international experts, scholars, and government officials will explore paths to building a responsive government guided by the "Swift Respond to Public Complaints" initiative from multiple perspectives and disciplines.

The interactive session will feature discussions with Yi Xianglin, Director of Chaoyang District Market Regulation Bureau, Gao Yan, Secretary of the Sunshine Upper East Community in Jiangtai, and Ma He, a foreign entrepreneur. Additionally, representatives from Hainan, Chengdu, and Hohhot will share their practices via video exchanges, collectively showcasing stories of swift response to public complaints and the internationalization of urban hotlines.

In the concluding session, Professor Huang Huang, Deputy Dean of the School of Government at Peking University, will deliver a comprehensive summary.

II. Features of the Forum 

The "Common Direction—Citizen Hotline and Responsive Government" parallel forum aims to create a platform for dialogue and mutual learning. It emphasizes the vital role of hotlines as connectors, enhancing urban governance by making it more agile, intelligent, and efficient. The forum highlights governance achievements that improve citizens' well-being, strengthens the foundation of grassroots governance, and explores innovative approaches, models, and concepts. Combining Chaoyang's international and technological attributes, the forum aspires to present a high-quality event showcasing internationalized government services, premium hotline services, and the integration of urban beauty with human-centered values, emphasizing technological empowerment in exploring pathways for modern urban governance with Chinese characteristics.

1. Intellectual Exchange: Keynote Speeches Lead Hotline Trends

A number of domestic and foreign scholars and experts from institutions such as MIT, Peking University, Zhejiang University, and the University of Hong Kong, along with government representatives from the Beijing Citizen Hotline Service Center, Chaoyang District, and representations of Deloitte, will deliver keynote speeches. These speeches will focus on the "Swift Response to Public Complaints" initiative, responsive government, and urban governance. Their exceptional academic achievements and professional expertise will illuminate the forum, reflecting the depth and breadth of international and domestic scholarship while providing fresh energy and motivation for innovative developments in citizen complaint handling.

2. In-depth Interaction: Sharing Hotline Stories

Through micro-forums and video exchanges, the forum will invite key participants, such as Yi Xianglin, Gao Yan, and Ma He, to discuss their experiences. Meanwhile, representatives from Hainan, Chengdu, and Hohhot will share their practices through video contributions. These interactive exchanges will not only showcase vivid examples from various regions but also offer valuable practical insights and inspirations. Moreover, the stories will draw attention from a broader audience, expanding the forum's reach, increasing its influence, and driving the continuous improvement of the "Swift Response to Public Complaints" initiative.

3. Integrating Perspectives and Sharing Hotlines Experience Across Borders

 Chaoyang District gathers a wealth of foreign-related resources, including embassies, international organizations, and international business associations. It has long been committed to enhancing its international service capabilities. The forum fully leverages Chaoyang District's international characteristics, inviting renowned domestic and international experts and scholars to deliver a series of outstanding and high-quality speeches. Together, they will discuss the direction and paths of urban governance modernization, broadening international governance perspectives and ideas, and contributing wisdom to the promotion of modernized governance in the capital.

 III. Peking University's Academic Research Leading Social Governance Innovation

 Faced with the challenges of governing large cities brought about by the accelerated process of urbanization, Peking University's research and practice in the field of swift response to public complaints not only promotes the in-depth development of academic research but also has a broad and profound impact at the social level.

 1. Theoretical Research and Academic Exchange Achievements

Peking University's experts and scholars have actively engaged in research on swift response to public complaints, publishing high-quality papers in many well-known academic journals. This continuous research promotes both theoretical innovation and practical application in this field. At the same time, they have actively participated in international academic exchanges and cooperation, establishing close relationships with renowned international universities and research institutions to jointly promote international collaboration and exchange in the field of swift response to public complaints.

 2. Participation in the Construction of a National Integrated Smart Public Opinion Map

 Relying on its strong research capabilities and rich practical experience, Peking University has brought together multidisciplinary expertise to integrate cutting-edge technologies such as big data and artificial intelligence into the process of public opinion collection and analysis. The goal is to create an intelligent public opinion map that can accurately reflect public needs and efficiently assist government decision-making. The construction of the national integrated smart public opinion map provides intellectual support for the transformation of government services into a "social governance participation" model.

 3. Promoting the Process of Integrated Government Services

 Peking University actively collaborates with governments, enterprises, and social organizations to explore and innovate new models and methods of government services. This effort pushes forward the integrated government service process, improving both the efficiency and quality of government services. Additionally, Peking University cultivates talented individuals with expertise in social governance and public service management, injecting new vitality into social governance and contributing to the modernization of the national governance system and governance capabilities.

 IV. Chaoyang Internationalized Service Characteristics in Regional Governance Practice

 1. Strengthening International Exchange and Cooperation to Promote High-Quality Economic and Social Development

Efforts are made to enhance the capital's economic support role and solidify the foundation for high-quality development. The goal is to create a demonstration zone for the integrated development of the capital's new quality productive forces, fostering high-quality development momentum. Enhancing the "Two Zones" (the Integrated National Demonstration Zone for Opening up the Services Sector and the China (Beijing) Pilot Free Trade Zone) to increase the level of openness will unleash high-quality development vitality.

 2. Creating an International Open Hub and Upgrading International Service Levels

Guided by the need to serve and support major-country diplomacy, the capacity for international exchanges continues to grow. The economic system is oriented toward open development, and the core industrial system is further optimized. The focus is on creating a dual circulation hub for the “dual circulation” of domestic and international markets, continuously improving the allocation of international resources.

 3. Optimizing the Business Environment and Enhancing the Quality of Living

Efforts are made to continually improve the international service system, clearing obstacles for foreigners coming to China. Convenient service channels are provided to enhance business efficiency for companies. The goal is to create a high-quality living environment with international standards and offer a wide range of international services. Attention is given to the residents' living experience, promoting the "swift response to public complaints " initiative to efficiently resolve urgent issues, significantly improving the quality of life.