The Beijing Municipal Regulations on Giving Swift Response to Public Complaints summarizes the city's practical innovations in community-level governance. It is a local regulation specifying various aspects of the mechanism of giving swift response to public complaints, ranging from complaints receiving, order assignation and handling to feedback and performance evaluation to proactive governance and addressing complaints before they are raised. With regard to legislation on swift response to public complaints, we have made full use of the mechanism of "having ten thousand deputies work at the primary level," innovated in the practice of whole process people's democracy, listened to public opinion and pooled the people's wisdom to guide and build societal consensus. Since the Regulations was promulgated, we have vigorously strengthened the publicity and implementation of the Regulations Revolving around key institutional designs, carried out law enforcement inspections, combined support with supervision and advanced the rule of law in Party-building-led reform of community-level governance.

Political and legal organs in Beijing, such as public security, procuratorates, courts and other judicial authorities, have actively engaged in the reform of swift response to public complaints. They have developed the "12345+110" collaborative model focused on the handling of stability-related issues, legal oversight, litigation guidance and judicial services, improved the quality and efficiency of legal oversight, improved the methods and channels for resolving public disputes at the source, and guided lawyers to provide high-quality legal services. They have coordinated the work of serving the people and ensuring the security and stability of the capital city, and effectively strengthened the ability to coordinate social governance and prevent and defuse risks, thus building synergy with the mechanism of giving swift response to public complaints.

"Issue of the Month" is an important measure to address complaints before they are raised. Based on big data, the campaign focuses on tackling issues frequently raised by the people on a priority basis, including those requiring reform and innovative measures at the municipal level. It is intended to drive reform and innovation by starting with "details" and prompt the shift from attending to every issue the people have raised and similar issues to addressing complaints before they are raised. By implementing category-based policies and addressing both symptoms and root causes, the campaign has helped deepen the reform of swift response to public complaints and improve the effectiveness of primary-and community-level governance, opening up a path toward a model of super-large city governance featuring active response to residents' demands.

Sub-districts and townships are a major source of issues raised by residents and therefore, a focus in city governance. Taking sub-districts and townships as the "main battlefield" of regional governance, Beijing has pooled resources to deepen reform, strengthen areas of weakness, tackle acute problems and consolidate relevant mechanisms in these sub-districts and townships, adopted targeted and comprehensive policies and taken a range of measures to help them become more proactive in solving problems, thus improving the overall capacity and level of regional governance.

The innovative "hotline+grid-based management" model represents a major exploration in taking proactive measures to address complaints before they are raised. With a focus on improving people's well-being in seven aspects and meeting their expectations for a better life in five areas, Beijing has brought into full play the complementary role of grid-based management and the mechanism of giving swift response to public complaints through standard alignment and data sharing in order to better address the people's concerns and specific matters.It has adopted new systems, models and methods for social governance, improved law-based, precision and participatory city governance with meticulous efforts, promoted deep integration of management and services, and strengthened primary-and community-level governance to ensure sound and refined governance.

Property management is among the important "minor" details in high-quality city governance and the endeavor to build Beijing into a cosmopolis that is harmonious and livable. In implementing the  Beijing Municipal Regulations on Property Management, the city has delegated powers to sub-districts and townships, encouraged self-governance of property owners, emphasized the adoption of technology, and made strenuous efforts to tackle acute problems in property management. It has refined property management systems and mechanisms, strengthened refined management, constantly improved the people's living conditions and elevated the governance efficiency and service level, thus setting a new paradigm of property management within the framework of Party-building-led community governance.

The mechanism of giving swift response to public complaints has been brought to campus. Universities have continuously improved the mechanism of giving swift response to public complaints on campus, implemented the system of the first organization/person responding to concerns taking charge from beginning to end, listened to the opinions of teachers and students, and addressed the issues frequently raised by them in a targeted manner. They have advanced reform and development featuring active response to the demands of teachers and students, combined management with services, and taken concrete, compassionate and effective measures to resolve the pressing concerns of teachers and students, blazing a new trail in the modernization of campus governance in Beijing.

Enterprises directly under the administration of the government of Beijing are an essential element to city operations. In the reform of swift response to public complaints, they have been dedicated to serving the people and staff, and taken proactive measures to address complaints before they are raised and resolve issues at the source. They have constantly improved themselves, worked hard to push the boundaries, promoted the adoption of digital and smart technologies in the governance of state-owned enterprises and developed public service mechanisms with the characteristics of state-owned enterprises. All this has given a strong impetus to the high-quality of enterprises and also demonstrated their responsibility and mission as state-owned enterprises.

Businesses of new forms and people engaged in new types of employment are an emerging force in city governance. Beijing has focused on building an organizational system featuring coordination between different levels and effective execution and promoted institutional and mechanism innovation to interconnect the chain of Party building in businesses of new forms and people engaged in new types of employment and included the work in the overall pattern of primary-and community-level governance. The advantages of businesses of new forms and people engaged in new types of employment have been brought into play in giving swift answers to calls raised by residents, guiding industry-specific governance, facilitating swift response to public complaints and rallying support for social governance,so as to turn these businesses and people from “variables in management”to“contributors to governance.”

Capitalizing on their advantages in omnichannel communications, mainstream media in Beijing has been deeply involved in the reform of swift response to public complaints. Focusing on issues at the people's doorstep, the media has provided great platforms for the public to participate in social governance and played an effective role in building consensus and conducting constructive oversight, demonstrating its responsibility for attending to public concerns. By telling stories about primary-and community level governance, the media has helped create an enabling atmosphere for the mechanism of giving quick answers to calls made by residents and swift response to public complaints, garnering extensive public support for the reform of swift response to public complaints.

Relying on its abundant intellectual resources and other resources as well as extensive connections, the Beijing Municipal Committee of the China Democratic League has strengthened research, data analysis and democratic oversight of the reform of swift response to public complaints through multiple measures, such as political consultation, participate in discussing and handling state affairs, democratic oversight and social services. It has developed an innovative path to coordinate the reform of swift response to public complaints and the mechanism of primary-and community-level democratic consultation, creating positive political and social effects.

As a new portal of the capital city, Daxing District has taken swift response to public complaints as a key measure and adopted a problem-oriented approach to addressing the issues raised by the people. It has giving full play to the major role of Party organizations at every level, and constantly explored the work mechanisms to address public concerns efficiently, from giving swift response to public complaints to proactive governance and addressing complaints before they are raised. It has actively engaged all stakeholders in social governance, worked hard to inspire the vitality of primary-and community-level governance, and effectively carried out the mass line in the new era. Through such efforts, it has greatly improved the people's livelihoods, promoted social harmony, and made all-round progress in primary-and community-level governance.

Revolving around the mechanism of giving swift response to public complaints, Baizhifang Sub-district of Xicheng District has emphasized proactivity, rallied support from all sectors of society and formed a sound governance model for old housing properties owned by the central authorities, which features Party leadership, coordination between central and local governments, a systematic approach, pilot programs, and self-governance and collaboration. A "five-stakeholder" Co-governance pattern has taken shape, involving the sub-district and neighborhoods, municipal government departments, property owners, property management companies and the residents. In this way, the sub-district has revolved a number of pressing difficulties and problems that concern the residents most and accumulated valuable experience in collaboration and participation at the community level.

Since the action plan for the Huilongguan and Tiantongyuan areas was launched five years ago, public service supply and infrastructure have been continuously improved to strengthen areas of weakness concerning the residents' wellbeing. The "Count-Me-In" volunteer service initiative in the Huilongguan and Tiantongyuan areas has boosted the residents' confidence and determination in building a shared home together, and fully tapped into the potential of internal resources to inspire local development vitality and meet the residents' aspirations for a better life. The Huilongguan and Tiantongyuan areas, which used to be beset by various problems associated with a megacity, have transformed into new areas with an enormous development potential, strong dynamism and great creativity,setting an example for governance of large communities in Beijing.