Beijing – October 13, 2026 -- Beijing's 12345 government hotline has handled around 200 million requests from individuals and businesses, according to data released as the 2026 Beijing Forum on Swift Response to Public Complaints opened on Monday.
The two-day event opened with research findings, reports on city hotline services and global case studies on urban governance. Digital technology, particularly artificial intelligence, is its key focus.
Hotline has run as a big-data and AI governance hub since 2019
The 12345 platform is the city's unified government service channel. Residents use it to report problems, lodge complaints and seek information on public services ranging from utilities and transportation to healthcare and housing.
Since 2019, the hotline has moved from a traditional call center to a smart governance hub powered by big data and AI. The data it generates helps identify recurring issues and informs policy decisions, turning everyday public concerns into input for improving urban services.
Participants look to apply Beijing's model in their own cities
For many participants, the forum is a chance to learn from Beijing's urban governance experience and explore ideas that could be applied in their own cities.
Discussions continue on Tuesday with more parallel sessions and field trips to local communities, where participants will see how public services and urban governance work on the ground.