Over 50 international guests, including foreign government officials, scholars and experts, on Tuesday visited the 12345 Beijing Citizen Hotline Service Center headquarters, where they were impressed by the professionalism of the operators and the efficient troubleshooting process.
The visit, which was a side event of the two-day Beijing Forum on Swift Response to Public Complaints (SRPC), provided the international guests a firsthand look at the center.
The visitors, aided by simultaneous voice translators, were shown around to observe how complaints are swiftly managed at the center.
The 12345 hotline, a key tool for Beijing residents to voice their concerns, ensures that once a complaint is filed, it is quickly directed to a related local government or a public service department for resolution.
The guests were given a tour of the intelligent platform that manages the 12345 hotline, which integrates smart reception, complaint dispatching, evaluation, and analysis. This digital platform is integral to Beijing's urban governance, using big data to prioritize urgent issues and ensure precise and efficient responses.
Thanks to the big data analysis, the system can pinpoint the most urgent problems with the highest concerns, and then take precise measures.
Over the past six years, the 12345 citizen hotline service has handled 150 million complaints and inquiries from the public and enterprises.
The resolution rate of appeals has increased from 53 percent to 97 percent, and the satisfaction rate among people whose appeals have been resolved has increased from 65 percent to 97 percent.
The Beijing Forum on Swift Response to Public Complaints closed on Thursday in Beijing. The permanent theme of the forum is "People's City, Better Future", and the 2024 forum theme was "Modernizing for People-Centered Urban Governance."
Int'l guests visit Beijing citizen hotline service headquarters
The all-around rural revitalization is crucial for both developed regions and those that have shaken off poverty, with new growth drivers emerging for rural areas, said an expert when interpreting the annual central rural work conference held in Beijing from Tuesday to Wednesday.
The conference emphasized the need to learn from and apply the experience from the Green Rural Revival Program to advance rural revitalization in all respects.
In June 2003, east China's Zhejiang Province launched the Green Rural Revival Program, which plans to renovate about 10,000 incorporated villages and transform about 1,000 central villages among them into examples of moderate prosperity in all respects.
Ye Xingqing, a senior researcher at the Development Research Center of the State Council, said all-around rural revitalization can be comprehended from various dimensions.
First, the revitalization encompasses various aspects such as economic, political, social, cultural, and ecological development, along with Party building. Second, the measures to promote rural revitalization are also comprehensive, including revitalization in industries, organizations, talents, ecology, and culture, according to the expert.
"An important element of all-around rural revitalization is that, in terms of regions, both developed regions and those pulled out of poverty are faced with the new task of rural revitalization. Especially in regions lifted out of poverty, it is essential to align efforts to consolidate achievements in the battle against poverty with those to promote all-around rural revitalization," Ye said.
As the focus of work related to agriculture, rural areas, and rural residents shifts towards promoting all-around rural revitalization, a series of new changes has taken place in China's agriculture and rural areas in recent years, and new growth drivers for rural areas are gradually taking shape.
"This includes new business models, such as the use of digital and smart technologies to transform traditional industries, which many regions are embracing. There have also been new developments in boosting rural consumption and investment markets. For instance, in the first to third quarters of 2024, retail sales of consumer goods in rural areas have shown a growth rate surpassing that of urban areas," Ye said.
All-around rural revitalization vital for developed and previously impoverished regions: expert
