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Round Table China
Beyond the hotline: proactive solutions for happier cities
Dec 18, 2024
Lei Ming, an expert on urban governance, discusses Beijing's innovative approach to citizen complaints, highlighting the effective 1-2 system that allows timely responses and enhances civic engagement. He shares insights on urban dispute navigation, contrasting confrontational tactics with official processes. The conversation also covers the complexities of municipal systems and the significance of interdepartmental coordination. Furthermore, Lei emphasizes the role of technology, like the 12345 hotline, in transforming city communication and improving community connections.
23:50
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Quick takeaways
- Beijing's 1-2 system significantly improves citizen engagement by ensuring complaints are swiftly addressed, raising satisfaction rates from 53% to 97%.
- The Swift Response to Public Complaints Forum emphasizes international collaboration in modernizing urban governance through shared innovative solutions and best practices.
Deep dives
Beijing's 1-2 System for Citizen Complaints
Beijing has implemented a 1-2 system that effectively addresses citizen complaints and concerns. This innovative approach allows residents to report issues through various channels such as hotlines and mobile apps, ensuring that their voices are not only heard but acted upon. An example shared involved an individual who complained about smoking in a non-smoking restaurant, leading to increased signage and enforcement of the no-smoking policy following their report. The system has showcased a remarkable improvement in handling complaints, with a resolution and satisfaction rate reaching 97%, up from 53% just a few years ago.
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Discover
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