1. Opening Ceremony and Main Forum
Time: 14:30–17:30, Oct. 12, 2026
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Since 2019, adhering to the people-centered development philosophy, Beijing has been innovatively advancing the "Swift Response to Public Complaints" reform. The city has established a public service mechanism centered on the 12345 Citizen Service Hotline, which features rapid response to, efficient handling of, and timely feedback to the public's inquiries, requests, suggestions and complaints, and underlines proactive governance. This has blazed a new path for modernizing the governance of a megacity — one driven by citizens' needs.
For the past seven years, the 12345 Citizen Service Hotline has handled a cumulative total of 200 million cases (including inquiries, requests, suggestions and complaints) from the public and enterprises. The resolution rate of cases has increased from 53.1 percent to 97.3 percent, while the satisfaction rate has risen from 64.6 percent to 97.7 percent.
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Closed-Loop Handling Process
Acceptance
Assignment
Handling
Evaluation
Every case is accepted indiscriminately through one system.
The city has integrated 64 government service hotlines for the public and established a "20+N" online channel system.
Cases are assigned based on categories in a swift manner.
Cases are directly assigned to 343 subdistricts and townships, 16 districts, 79 municipal-level authorities, 51 municipal public service enterprises, and 127 key platform enterprises across the city.
Responses are made in a tiered way, with coordination among different responsible entities at different levels.
Beijing has established tiered timeframes for handling (2 hours, 24 hours, 7 days, and 15 days) and introduced mechanisms including first-contact responsibility and coordination by higher-level authorities.
Public assessment helps improve government services.
Citizens who have submitted cases are followed up individually, and service performance is evaluated based on the rates of response, resolution, and satisfaction.
Theme of the Month
In 2021, Beijing established the "Theme of the Month" targeted governance mechanism. This is an innovative measure and a key tool for enhancing the "Swift Response to Public Complaints" reform toward proactive governance. Each year, based on big-data analysis of public cases received by the 12345 Citizen Service Hotline in the previous year, the city identifies the most-raised, common, and challenging public concerns. Issues that entail overall coordination at the municipal level are selected for targeted handling.
For each issue under the "Theme of the Month" mechanism, one municipal leader in charge oversees overall coordination, one municipal authority acts as the leading authority, relevant entities work in coordination, and district authorities proceed with implementation of relevant measures. This forms a collaborative working mechanism involving municipal, district, subdistrict, and township levels.
The handling of each issue under the mechanism continues throughout the year. The tasks for all selected issues are assigned and dealt with in parallel. Each leading municipal authority takes charge of formulating the "One Plan and Three Lists", comprising an issue resolution plan, a task list, a responsibility list, and a policy list. Through list-based management and project-driven implementation, the mechanism addresses difficult issues and bottlenecks affecting people's livelihoods at source and through comprehensive governance.
In addition to resolving specific issues, the "Theme of the Month" mechanism places greater emphasis on policy innovation and the establishment of effective working mechanisms. Focusing on issue resolution, leading municipal authorities clarify division of duties, compile policy-related Q&As, and facilitate policy implementation. In this way, a closed-loop, scenario-based governance mechanism tailored to specific issues has been put in place to foster long-term governance mechanisms.
Timeline
2018
The "Quick Response to Community Calls" reform was launched.
2019
The "Quick Response to Community Calls" reform was upgraded into the "Swift Response to Public Complaints" reform.
2021
The "Swift Response to Public Complaints" reform was further enhanced toward proactive governance. Beijing established the "Theme of the Month" special governance mechanism and the improvement mechanism for subdistricts and townships with higher volumes of cases.
The Regulations of Beijing Municipality on Swift Response to Public Complaints was promulgated and implemented.
2025
The Opinions on Further Deepening "Swift Response to Public Complaints" Reform was issued.
Agile Governance
Resilient Governance
Proactive Governance
Law-Based Governance
Multi-Stakeholder Governance
Consultative Governance
Digital and Intelligent Governance
We strengthen the functions of the hotline platform and establish a closed-loop management system covering the entire process — receiving, assigning, handling, reviewing, to ensure rapid response, efficient handling, and timely feedback.
Receiving : One Hotline to Response, Comprehensive Handling of Public Requests
Integrated 64 government service hotlines.
We have integrated 64 government service hotlines, established more than 20 online channels for receiving requests, and launched the 12345AI agent, creating a one-stop service hub accessible through both telephone and digital platforms.
An enterprise service hotline was launched in October 2019.
An enterprise service hotline was launched in October 2019. In 2024, 13 measures were introduced to optimize enterprise services, serving micro, small, and medium-sized enterprises.
Assigning: Categorized by Responsibility, Rapid Direct Assignment
Five-level assignment catalog and scenario-based guidelines.
Based on responsibilities and division of labor, a five-level assignment catalog and scenario-based guidelines have been developed and dynamically updated to ensure accurate and efficient request assignment.
Requests reach the responsible entities directly and accurately.
A full-coverage request handling system has been established, ensuring that requests reach the responsible entities directly and accurately.
Handling: Tiered Response, Coordinated Processing
Specified time limits according to their priority.
The city adopts tiered and categorized approaches to handle different kinds of requests from residents and enterprises within specified time limits according to their priority.
Within 2 hours: emergencies, destabilizing factors, public health incidents, and threats to life and property.
Within 24 hours: essential public services (water, electricity, gas, heating) and extreme weather.
Within 7 days: general requests.
Within 15 days: Complex and difficult requests.
We improve the request handling mechanism to ensure quality and efficiency.
First-Contact Responsibility: The first-receiving unit takes overall charge and follows through to resolution; buck-passing is strictly prohibited.
Escalated Coordination: For cross-regional and cross-level requests, local governments and competent industry authorities work together to find solutions.
Supervisory Follow-Up: For requests that remain unresolved after follow-up or require an extension, continuous supervision and follow-up are conducted.
Reviewing: Public Assessment, Accountability Through Interviews
Three rates—response, resolution, satisfaction—drive public evaluation and accountability.
Monthly review meetings and performance assessments are conducted.
Monthly review meetings and performance assessments are conducted, with evaluation results released to drive improvements in request handling and ensure public oversight.
For both normal times and emergencies, leverage the hotline's role in risk early warning and emergency response, activate the urban governance neural network for emergency readiness.
Guided by a problem-oriented approach, we focus on high-frequency common requests and coordinate targeted governance in key areas and regions, shifting from reactive response to proactive governance and pre-emptive resolution.
Our reform on the SRPC is law-based. We are working to advance law-based governance in all fields.
Bring together the efforts of all sectors and encourage market entities, social organizations and other stakeholders to participate actively, promoting a governance community based on joint contribution, joint governance, and shared benefits.
Our governance mechanism also lets everyone participate, which is a way to achieve whole-process people's democracy.
Initiators
By hearing people's needs, we are shifting from the government "offering dishes" to residents "ordering from the menu".
Participants
Through the principle that “matters concerning everyone are discussed and handled with everyone's participation,” society advances joint contribution, joint governance, and shared benefits.
Evaluators
Indicators such as the response rate, resolution rate, and satisfaction rate serve as key benchmarks for assessing the work of Party committees and governments at all levels.
Beneficiaries
Difficult issues are effectively resolved, legitimate rights and interests are protected, and a large number of practical issues affecting people's daily lives are addressed.
Difficult issues are effectively resolved, legitimate rights and interests are protected, and a large number of practical issues affecting people's daily lives are addressed.
About
Cities serve as the spaces of civilizational development and the carriers of modernization. As global urbanization accelerates, it is estimated that by 2050, nearly 70 percent of the world's population will reside in urban areas. Challenges such as population expansion, resource scarcity, and complexities in governance are becoming increasingly prominent. Improving urban governance and livability has thus become the shared task for cities worldwide. The rapid evolution of digital and intelligent technologies offers new pathways toward inclusive, green, and sustainable urban development, contributing to the profound transformations in urban governance. Faced with unprecedented opportunities and challenges, it is the shared mission of cities around the globe to deepen digital and intelligent cooperation and strengthen governance dialogue, so as to jointly tackle challenges and advance the progress of human civilization.
Beijing, famous for its historical and cultural heritage, is a dynamic, modern international metropolis of over 21 million permanent residents in an area of more than 16,000 square kilometers. To address urban governance challenges, since 2019, Beijing has launched the "Swift Response to Public Complaints" reform initiative, with its 12345 citizen service hotline as the primary channel to receive, promptly respond to, and efficiently handle public concerns and problems raised by both citizens and enterprises. At the same time, it has integrated digital and intelligent technologies into the entire workflow of urban governance to enhance the capacity for mining and analyzing public livelihood data, and proactively addressed recurring, common, and challenging issues with targeted governance measures. Over the past seven years, the platform has received approximately 200 million public requests, inquiries and complaints, with both the resolution rate and the satisfaction rate exceeding 97 percent. A complete and effective closed-loop management system for public services has been established. The city has explored and blazed a new trail in modernizing urban governance by using citizens' requests to drive improvements.
To promote global exchanges and mutual learning in urban governance, the Chinese Academy of Social Sciences, the China Media Group, the CPC Beijing Municipal Committee, and the People's Government of Beijing Municipality jointly launched the Beijing Forum on Swift Response to Public Complaints. Under the permanent theme "People's City, Better Future", the forum has been successfully held three times since its debut in 2021.
The 2024 edition, themed "Modernizing for People-Centered Urban Governance", welcomed over 3,100 guests, including more than 170 international participants from 40 countries. Multiple achievements were released. The documentary film "Hotline Beijing", which premiered during the event, was released nationwide in China and screened in international cities including New York, Los Angeles, and Saint Petersburg. It has won several awards, including the Golden Rooster Award for Best Documentary, the Golden Panda Award for International Communication of Chinese Stories, and the Best Documentary of the Year award at the Chinese American Film Festival.
The forum is held every two years. The 2026 edition is tentatively scheduled to take place in Beijing from October 12 to 13, under the annual theme "Digital Intelligence Era and People's City". The event will include an opening ceremony, a main forum, parallel forums and salons, and a closing ceremony. Several publications will be released, including a compilation of research papers on Swift Response to Public Complaints in Beijing, an English-language monograph on the reform, an English-language special publication on the reform, an evaluation report on worldwide city hotline services and governance effectiveness, an evaluation report on China's city hotline services and governance effectiveness, and cases of global urban governance innovation. Additionally, a screening will be held for a documentary on the "Swift Response to Public Complaints" reform.
We sincerely invite representatives from academic institutions and government agencies worldwide to join us at the event. Let us work together to explore the directions and pathways for modernizing urban governance through digital intelligence and create a brighter future for human urban civilization.
Forum Updates
Agenda
2. Parallel Forums and Salons
Parallel Forum 1: Precision and Excellence: Refined Governance for Sustainable Urban Development
Time: 09:00–12:00, Oct. 12, 2026
Host: Dongcheng District, University of Chinese Academy of Social Sciences
Venue: Meeting Rooms 235 & 237, 2F, China National Convention Center (Phase II)
Parallel Forum 2: Progress and the Common Good: Advancing Good Governance and Urban Civilization
Time: 09:00–12:00, Oct. 12, 2026
Host: Xicheng District, Renmin University of China
Venue: Meeting Rooms 231 & 233, 2F, China National Convention Center (Phase II)
Parallel Forum 3: Smart Solutions, Shared Benefits: Digital Intelligence for Modern Urban Governance
Time: 09:00–12:00, Oct. 12, 2026
Host: Haidian District, Tsinghua University
Venue: Meeting Rooms 221 & 223, 2F, China National Convention Center (Phase II)
Parallel Forum 4: Exchange and Integration: Collaborative Governance for Open and Inclusive Cities
Time: 09:00–12:00, Oct. 13, 2026
Host: Chaoyang District, Capital University of Economics and Business
Venue: Meeting Rooms 221 & 223, 2F, China National Convention Center (Phase II)
Parallel Forum 5: People First, Better Lives: People-Centered, Needs-Driven Urban Governance
Time: 09:00–12:00, Oct. 13, 2026
Host: Tongzhou District, Peking University
Venue: Meeting Rooms 231 & 233, 2F, China National Convention Center (Phase II)
Parallel Forum 6: Consultation and Co-Governance: Diverse Participation and Shared Urban Governance
Time: 09:00–12:00, Oct. 13, 2026
Host: Daxing District, Beijing Radio & Television Station, Qianxian Magazine
Venue: Meeting Rooms 235 & 237, 2F, China National Convention Center (Phase II)
Salon No. 1: The Human Touch and Boundaries of City Hotlines
Time: 09:00–12:00, Oct. 12, 2026
Host: Beijing Citizen Hotline Service Center, Fengtai District
Venue: Sunshine Reception Hall, Beijing Citizen Hotline Service Center
Salon No. 2: Community Governance Through the Participation of Diverse Groups
Time: 09:00–12:00, Oct. 12, 2026
Host: Chaoyang District, Capital University of Economics and Business
Venue: Liangma Dongyuan, along the Liangma River
Salon No. 3: Consultative Democracy in Primary-Level Governance
Time: 09:00–12:00, Oct. 13, 2026
Host: Xicheng District, Renmin University of China
Venue: White-Tower Art Center, Baitasi Area, Xicheng District
Salon No. 4: Empowering Primary-Level Governance with Digital and Intelligent Technologies
Time: 09:00–12:00, Oct. 13, 2026
Host: Haidian District, Tsinghua University
Venue: AI Genesis Community, Haidian District
3. Closing Ceremony
Time: 14:30–17:00, Oct. 13, 2026
Previous Sessions
Theoretical Research
- • Devote great energy to reform of swift response to public complaints and fulfill responsibility as state-owned enterprises — Practice and explorations of municipally-owned enterprises in Beijing
- • Address both symptoms and root causes and join hands to tackle issues frequently raised by people — Explorations and practice of the "Issue of the Month" mechanism
- • Coordinate reform of swift response to public complaints and democratic consultation — Practice of Beijing Municipal Committee of the China Democratic League
- • Leverage advantages in public communication to contribute to primary-and community-level governance — Participation of municipally-owned media in reform of swift response to public complaints
- • Businesses of new forms and people engaged in new types of employment: From "variables in management" to "contributors to governance" — Role of emerging forces in Party-building-led city governance
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