The Annual Data Analysis Report of Beijing's 12345 Citizen Service Hotline for 2024 was released recently. In 2024, the number of petitions and complaints handled by the hotline rose to 24.195 million, registering a year-on-year growth of 12.9 percent, with resolution and satisfaction rates both showing improvement.

The Swift Response to Public Complaints mechanism continuously improved in 2024. Phone calls remained the main channel (86.7 percent) to receive petitions and complaints), followed by online channels (13.3 percent). The resolution and satisfaction rates of these petitions and complaints rose to 96.7 percent and 97 percent, respectively.

Beijing formulated 13 targeted measures last year—such as direct access to governmental services for enterprises making calls, online professional services, and extended facilitation services—to help enterprises do business more easily. Additionally, the 12345 Hotline has integrated with the International Web Portal of Beijing, incorporating foreign-related petitions and complaints into the Swift Response to Public Complaints mechanism. The integration has optimized the handling processes of these issues, enabling foreign nationals to enjoy a more convenient life in Beijing.

According to the report, with the continuous efforts in ensuring the people's well-being, a significant year-on-year decline has been seen in the number of petitions and complaints related to public services (heating, water supply, power supply), education (school enrollment and entrance, teaching management) and other fields. The number of the petitions and complaints about park management, urban greening, environmental protection, and other relevant aspects also dropped. In contrast, the volume of petitions and complaints related to tourism, cultural and sports consumption soared compared with 2023. This was primarily because of the full recovery of Beijing's cultural and tourism consumption markets. It is also because a large number of enterprises related to tourism and ticketing platforms are registered in Beijing, and as a result, calls of petitions and complaints are from across the country. In addition, fluctuations in the number of petitions and complaints related to seasonal, cyclical and policy-driven factors were more stable in 2024.

In 2024, Beijing included 13 types of petitions and complaints frequently lodged about issues—such as paid shared parking spaces around residential communities which can be used in shifts, and comprehensive management of traffic around campuses—in the One Topical Issue per Month campaign for prioritized focus. So far, 372 tasks have been completed and 104 policies introduced, with many practical concerns of people addressed, forming an effective mechanism for identifying and solving problems.

(Source: Beijing Daily)