Winter in Beijing just got cozier—and it’s not just because of the heaters. The city’s 12345 hotline, a digital backbone of urban governance, has slashed heating-related complaints by a whopping 61% this season. How? By fixing issues before they became emergencies! 🔧
After residents flagged recurring heating problems via the hotline, authorities spent the summer upgrading systems citywide. The result? Warmer homes, fewer headaches, and a model of proactive governance. ❄️→🔥
But the hotline isn’t just about radiators. When Ma Shujie, a retired teacher, struggled to find elder care for her 89-year-old mother-in-law, she dialed 12345. Her plea snowballed into a citywide movement. ‘I never imagined one call could change so much,’ Ma shared. Now, over 1,000 community eldercare stations dot Beijing—including one just steps from her home. 👵🏘️
Launched six years ago, the hotline has handled 150 million requests, resolving everything from potholes to healthcare access. Resolution rates jumped from 53% to 97%, while satisfaction levels hit 97.3%. 📈
This isn’t just customer service—it’s a digital revolution in governance. By merging tech with community needs, Beijing shows how smart cities can empower citizens, one call at a time. 🌐💡
