For more than seven years, the Beijing 12345 Hotline has handled approximately 200 million requests from individuals and businesses, with its resolution and satisfaction rates consistently above 97 percent. Today, digital technology is reshaping this public service hotline to further boost urban governance efficiency.

"Jingjing", an AI agent built into the Jingtong app, offers a new channel for receiving public requests. Residents' spoken requests are transcribed into text in real time. Using a large AI model, "Jingjing" can interpret requests and guide users step by step like a human customer service representative to gather key information needed for handling. Residents can also upload photos and videos as supporting evidence. Once key details, including the address and incident description, are recorded and the location is verified, the system automatically generates a task and sends it to the backend system, enabling residents to submit requests anytime.

The hotline uses an intelligent system to anticipate peak calling periods and forecast call volumes using historical weather and traffic data and other types of information, keeping the prediction error within 4 percent. The system automatically recommends staffing adjustments, coordinating more than 1,700 operators to ensure that residents' calls get through.

The big data platform has heatmaps of public requests from all districts, a vast knowledge base, and thematic datasets on urban governance. It assigns tags to tasks and extracts key elements, transforming individual calls from residents into insights that inform urban governance. This not only supports responses to emerging risks but also serves as an important tool for proactive urban governance.

For emergencies, such as flooding in the rainy season, the model for monitoring flood-related requests can integrate real-time meteorological data to quickly identify high-risk signals and prompt relevant authorities to take pre-emptive actions.

Big data also underpins the "Theme of the Month" governance mechanism. The platform identifies recurring issues affecting residents, addressing not just individual requests but also examining their root causes to promote systemic solutions. To date, the "Theme of the Month" mechanism has tackled more than 70 challenges affecting residents' daily lives, with over 500 supporting policies rolled out, achieving a shift from resolving individual incidents to addressing entire categories of problems.

(Source: Beijing Evening News)