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.
NewspaperAmigo – Your Global News Buddy 
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China’s Citizen Hotline: Boosting Urban Governance…
