BEIJING, Dec. 18,
2024 /CNW/ -- The Evaluation Report on Worldwide City
Hotline Services and Governance Effectiveness (2024) was released
at the 2024 Beijing Forum on Swift Response to Public Complaints
held in Beijing on Wednesday.
The report scientifically evaluates 20 representative cities
around the world, providing a comprehensive summary of the
operational experience and models of worldwide city hotlines from
an international perspective.
Industry experts believe that the report provides a systematic
analysis of the trajectories and trends of worldwide city hotlines,
pioneering a governance-based framework to offer a panoramic
assessment of their services and governance effectiveness.
It is learned that after an initial selection of over 200
cities, the report identified 20 representative cities for
assessment, taking global influence, population size, regional
representativeness, and etc. into consideration.
In terms of governance, the report focuses on four primary
indicators, including process governance, collaborative governance,
smart governance, and responsive governance, with a total of 10
secondary indicators and 24 tertiary indicators.
In recent years, city hotlines like Beijing's 12345 hotline have deeply integrated
into city governance across various fields and scenarios. Since
2019, Beijing's innovative push
for swift response to public complaints has created a governance
model characterized by comprehensive feedback, wide-ranging
services, closed-loop management and broad citizen participation.
This initiative has pioneered a uniquely Chinese path to modern
urban governance, and contributed a "Beijing model" and "Chinese solution" to the
global wave of hotline-driven city governance.
Meanwhile, government service hotlines across the globe have
exhibited diverse development trajectories. In cities like
New York, San Francisco and Toronto, 311 hotlines consolidate municipal
services into unified platforms, thus offering one-stop access to
services, alleviating pressure on 911 emergency hotlines and
improving service efficiency.
Experts generally agree that the innovative development of
worldwide city hotlines is timely, but challenges persist as they
entered a new phase of growth. Issues such as unclear role
positioning, insufficient data value mining, confusion surrounding
intelligent applications, and the need for improved governance
effectiveness have emerged as significant challenges. The report
responds to these challenges from a global perspective and proposes
solutions to address these pressing issues.
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