Beijing E-Town received a total of 192,000 requests from the 12345 government service hotline for public services in 2022. 

The monthly response rate for the "Immediate Response to Complaints" initiative was 98.01 percent, and the ability to handle requests significantly increased. The average monthly resolution rate and satisfaction rate were 96.20 percent and 95.99 percent, respectively, which increased by 9.97 and 4.45 percentage points compared to 2021. In the 12 evaluations of 343 streets and towns in the city, the Ronghua and Boxing streets ranked first nine times.

Beijing E-Town's Meeting for Receiving and Handling Complaints in 2022 [Photo/beijingetown.com.cn]

The "Immediate Response to Complaints" mechanism is the response of Beijing E-Town's efforts to optimize work processes, improve work efficiency, and enhance personnel's professional skills. 

The Hotline Supervision Department of the Administrative Service Center handles resolution of residents' complaints during the pandemic. [Photo/beijingetown.com.cn]

In 2022, Beijing E-Town issued policies to address issues such as cross-sectoral and cross-departmental responsibilities and unclear boundaries of requests. 

Meanwhile, the digitalization of the hotline was accelerated, and the functionality of the hotline platform system was continuously improved. Through big data analysis, typical problems were classified and analyzed, and technical support was provided to departments to enhance their ability to receive and process requests.

The Hotline Supervision Department quickly dispatches orders. [Photo/beijingetown.com.cn]