Beijing releases outcome reports on swift response to public complaints

Beijing on Wednesday released a series of outcome reports detailing the achievements of its reforms to enable swift response to public complaints, a key innovation in the city's new urban governance model.

The reports were launched at the opening ceremony of the 2024 Beijing Forum on Swift Response to Public Complaints held in the Chinese capital, where experts and officials gathered to evaluate initiatives like Beijing's 12345 hotline, a service line that any resident of the city can dial for assistance or to lodge a complaint.

Data from the local government shows that over the past five years, the 12345 citizen hotline service has picked up 140 million complaints and inquiries from the public, with 96.5 percent of them settled. The public's satisfaction rate on the service reached nearly 97 percent.

Meanwhile, the city has introduced technological tools such as big data and artificial intelligence to enable the precise allocation and efficient handling of citizens' complaints.

To gain an even clearer picture of these initiatives, the forum saw the release of reports including the Compilation of Research Papers on Swift Response to Public Complaints in Beijing (2024), Cases of Urban Governance Innovation (2024), and Evaluation Report on Worldwide City Hotline Services and Governance Effectiveness (2024).

The reports showed that through deepening reforms, Beijing's swift response to public complaints mechanism has evolved beyond the traditional model of complaint handling, adopting a proactive governance approach.

Researchers also sought to learn from similar initiatives in other countries. The Evaluation Report on World City Hotline Services and Governance Effectiveness (2024) has collected data from the hotlines of 20 cities around the globe for evaluation on aspects including process governance, collaborative governance, intelligent governance and responsive governance.

"This evaluation is pioneering, as it is the first systematic study from a global perspective on the development trajectories and trends of internationally representative cities. It also marks the first time that original governance-based indicators have been used for evaluation. Additionally, it is the first comprehensive summary of the models and experiences of global city hotline development from an international viewpoint. The results can be considered highly fruitful," said Cai Bing, deputy director of the Beijing Municipal Administration of Government Services and Data Management.

With the theme of "Modernizing for People-Centered Urban Governance," the two-day forum from Wednesday to Thursday has gathered more than 700 participants, including domestic and international guests, representatives from China's Hong Kong Special Administrative Region (SAR), Macao SAR and the Taiwan region, scholars from universities and representatives of grassroots workers.

Sponsored by the Chinese Academy of Social Sciences, China Media Group, Communist Party of China Beijing Municipal Committee and the People's Government of Beijing Municipality, the forum has a main forum and six parallel sessions.

Beijing launched its reforms to enable swift response to public complaints in 2019.

Beijing releases outcome reports on swift response to public complaints

Youths in China's Macao Special Administrative Region are flowing with the genes of Chinese cultural inheritance, displaying deep-rooted patriotism and upholding the core value of "loving the motherland, loving Macao" in the process of pursuing the great rejuvenation of the Chinese nation and long-term prosperity of Macao.

As Macao gears up to celebrate the 25th anniversary of its return to the motherland, young people there are increasingly feeling a deep connection with the country.

A history and cultural center was recently opened at Kao Yip Middle School in Macao, themed "Country, Family, and World".

The venue uses various technologies to highlight the historical connections between Macao and the motherland, deepening students' understanding of both Macao and the motherland.

"Seeing our country become so powerful today, we as the new generation should love our country, love Macao, study hard, develop our unique skills to serve society, and contribute to the nation," said Wong Chi-heng, a student of at Kao Yip Middle School.

Since Macao's return to the motherland on December 20, 1999, the region has actively promoted patriotism among its youth.

This includes ensuring that all schools hold flag-raising ceremonies and play the national anthem regularly, while fostering a sense of national identity through curricula, textbooks, and teacher training.

The establishment of "patriotic education bases" and the introduction of Chinese history textbooks have ensured that patriotism remains a core part of education.

"This year, we revised our curriculum framework to incorporate crucial elements such as the Constitution, the Basic Law of the Macao Special Administrative Region, the Law of the People's Republic of China on Safeguarding National Security in the Hong Kong SAR, and education about Chinese history, further strengthening patriotism education," said Gong Zhiming, director of the Education and Youth Development Bureau of Macao SAR.

Exchanges with the Chinese mainland have also allowed many Macao youths to experience the nation's progress firsthand.

In August, Un Sok-kei, chairman of the General Association of Chinese Students of Macao, led 40 university students from Macao to Jiuquan in northwest China's Gansu Province, where a satellite launch center is located. This experience deepened her sense of responsibility.

"When I put on the astronaut's suit there, I could feel its weight and significance. It motivated me to unleash our spirit to contribute to the country," she said.

The country's push for the development of the Guangdong-Hong Kong-Macao Greater Bay Area (GBA) is providing more opportunities for entrepreneurship and growth. From the Guangdong-Macao In-Depth Cooperation Zone in Hengqin, a part of Zhuhai City of south China's Guangdong Province, to innovation platforms across the GBA, many young Macao entrepreneurs are seizing these opportunities to fuel their dreams.

"I hope to work alongside more Macao youth and other ambitious individuals in the GBA and the In-Depth Cooperation Zone to embrace the opportunities provided by the country and create a brighter future for ourselves," said Wong Chi-choi, a Macao entrepreneur.

Patriotism takes roots in hearts of Macao youths