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Beijing Solution

EMPOWERING CHINA SERVING THE WORLD

Beijing Solution

Swift Response to Public Complaints

Product

Beijing 12345 Citizen Hotline Platform

User Pain Points

Serving as a vital link in urban services, the citizen hotline is anticipated by both citizens and businesses to provide a unified and user-friendly portal, through which, individuals and businesses can conveniently voice their concerns and suggestions at any time, with the expectation of prompt and effective responses. Moreover, it is crucial that the issues raised are swiftly and precisely routed to the appropriate responsible departments. This will not only streamline the information flow but also minimize unnecessary back-and-forth communications, thereby significantly enhancing the efficiency of solving problems.

Solution Features

The Beijing 12345 Citizen Hotline Platform leverages cutting-edge technologies such as large-scale AI models, big data analytics, and natural language processing to deliver six major functional modules: unified access, collaborative handling, comprehensive evaluation, intelligent assistance, early warning and monitoring, and multidimensional analysis. It also includes core functions like intelligent dispatch, classification, summarization, and prompts, providing comprehensive support for the core business operations of "receiving, dispatching, handling, evaluating, reporting, and promoting" complaints. Built on a digital foundation of "cloud, data, network, terminal, and security", the platform harnesses data engines, intelligent engines, and technology engines to construct an intelligent application system and an innovative business application system. This empowers users at provincial, municipal, county and district, and sub-district (township) levels to enhance their comprehensive and intelligent services.

Target Users

Provincial/municipal governments and central government and state-owned enterprises.

Best Practices

The Beijing 12345 Citizen Hotline integrates 64 government service hotlines into a unified response system, ensuring comprehensive acceptance of complaints and precise dispatch of tasks. It has extended its dispatch coverage to include 343 townships and sub-districts, as well as municipal and district-level government departments, public service enterprises, e-commerce logistics, and courier companies. By prioritizing issues based on their urgency and importance, the hotline has effectively streamlined its operations. To date, it has handled 150 million complaints from citizens and businesses, achieving a resolution rate and satisfaction rate of 97% each.

Provider
Capinfo Company Limited

Website
https://www.capinfo.com.cn

Contact
Jin Hong 18201426272 jinhong@capinfo.com.cn

Provider Profile
Capinfo Company Limited (hereinafter referred to as “Capinfo”) was founded in January 1998, as the leading enterprise in the field of E-governance in Beijing. The Company was listed on the GEM of the Hong Kong Stock Exchange in 2001, and transferred its listing to the Main Board of the Hong Kong Stock Exchange (HK. 1075) in 2011. Capinfo continuously optimized and improved the business connotation of “one core, two platforms and four sectors”, remained adhering to the core principle of “creating value for customers”, used “Cloud Network+Digital Intelligence” as a platform and developed application services of four sectors, namely “smart government affairs, smart people’s livelihood, smart enterprises and smart health”, committing to becoming “a leading smart city and data industry operator”.