On October 18, in Beijing, the 12345 Citizen Hotline Service Center buzzed with activity. Hundreds of operators were busily answering calls from citizens, quickly typing responses to document their requests. Issues such as difficulties in obtaining property certificates, the installation of elevators in older buildings, and insufficient charging facilities for electric bicycles were among the many inquiries received.
Cities play a crucial role in modern development, and Beijing, as a megacity with a large population, faces numerous governance challenges. In a recent interview series focused on high-quality development, I had the opportunity to visit the service center, along with locations such as Zhonglouwan Hutong and Huilongguan Sports Culture Park, to explore how Beijing is weaving a tapestry of effective urban governance.
The 12345 hotline, which began in 1987 as the “Mayor’s Phone,” has evolved significantly over the years. According to Yang Junyao, a leading official in charge of public engagement at the hotline, it has grown from just one line and three operators to now over 750 seats and more than 1,700 agents. The hotline provides multi-channel service options including phone, internet, WeChat, and Weibo, meeting the diverse needs of the public.
Statistics from the Beijing Municipal Administration and Data Management Bureau reveal that from January 2019 to June 2024, the hotline handled over 141 million cases of public inquiries and concerns. In the first half of this year alone, more than 11.2 million cases were processed, with resolution rates and customer satisfaction both steadily improving.
Beijing has worked diligently to create a modern governance system for its megacity, addressing each concern as they arise and proactively managing various social issues. Initiatives such as urban renewal and renovation aim to enhance the quality of life for residents and add warmth to the capital’s development.
Hutong Zhonglouwan, located near Beijing’s central axis, has become increasingly popular among tourists seeking authentic local experiences since it was designated a heritage site. However, years ago, residents faced challenges like illegal construction, limited green spaces, obstructed facilities, and water pooling.
Thanks to a comprehensive environmental improvement project initiated by Dongcheng District, the historic hutong has undergone a transformation. Zhang Zhe, a designer from Tsinghua Tongheng Planning and Design Institute, participated in the preliminary research, identifying issues like damaged buildings, water accumulation, and inadequate lighting in Courtyard 90 of Zhonglouwan Hutong. He noted that restorative repairs helped preserve the traditional architectural structure while updating plumbing and paving throughout the courtyard with classic permeable bricks.
On a crisp autumn day, a resident of Courtyard 90, Fan Laiyou, enjoys practicing jianzi (a traditional game similar to hacky sack) with his friends at the nearby Bell and Drum Tower Square. Having grown up in the hutong, he has witnessed its remarkable transformation. “Look at the courtyard now; the ground is level, the buildings are renovated, and we have new sensor lights. We feel very comfortable living here!” he remarked.
In the Huilongguan Sports Culture Park of Changping District, 61-year-old Gao Xingru plays table tennis with friends. This park was once the site of a building materials market and has now been revitalized into a vibrant cultural and athletic space that benefits over 400,000 people in 55 communities and six villages nearby.
The Huilongguan and Tiantongyuan communities, home to more than 850,000 residents, were previously referred to as “sleeping towns.” In recent years, through the ongoing implementation of the Huitian Action Plan, municipal leaders have worked to address gaps in public infrastructure and services related to culture, sports, transportation, education, healthcare, and elderly care.
Moreover, a community-driven approach fosters cooperation among residents to resolve issues together. Over the past three years, Changping has established the “Huitian Youyue” grassroots consultation system, creating a four-tiered framework for addressing local concerns—from housing leaks to providing home services for seniors. So far this year, the Huitian area has convened 1,265 meetings, resolving a total of 608 issues, resulting in an 8.1% decrease in requests directed to the 12345 hotline.
Gao Xingru, who has lived in the area for over 20 years, has personally experienced the transition of her neighborhood from a “sleeping city” to a livable community. “A few years ago, it was difficult to find sports and entertainment facilities. I even considered moving. Now, with all the cultural and sports amenities available, we can meet and make new friends. Many local problems are easily addressed through community discussions, and my sense of happiness continues to rise. I look forward to an even brighter future for the Huitian area.”
