China News Service, Beijing, October 13 (Reporter Xu Jing) From October 12 to 13, the 2026 Beijing Immediate Action Reform Forum was held in Beijing. The theme of the forum in 2026 is "Digital Intelligence Era and People's City". It will hold an opening ceremony and main forum, 6 parallel forums and 4 salons, a closing ceremony, as well as "Into 12345", city visits and other activities. More than 240 international guests from more than 70 countries discussed the modernization of urban governance during the forum, learned from each other, and explored development paths.
Liu Yahui, director of the Tianjin Convenience Line Service Center, believes that having both temperature and scale is the proper meaning of grassroots governance. Liu Yahui mentioned that in the past, when people’s appeals related to professional fields such as public prosecutors and judicial departments, petitions, and youth mental health, they were not within the scope of the 12345 hotline and could not be responded to in a timely manner. In response to this pain point, Tianjin was led by the Political and Legal Affairs Committee of the Municipal Party Committee to establish a hotline alliance consisting of 17 hotlines. It established four systems: first call responsibility, one-click transfer, collaborative linkage, and consultation notification. It implemented a dual-lead model, with 110 taking the lead in handling emergency risk matters, and 12345 taking the lead in handling non-urgent people's livelihood demands.
When participating in the city tour, Paolo Ciani, a member of the Italian House of Representatives, said that in the protection of the old city, it is necessary to protect the city's precious historical and cultural heritage and respond to the real-life demands of residents in a timely manner. Beijing's immediate handling mechanism combines cultural heritage protection with people's livelihood management. This urban governance practice that takes into account historical inheritance and people's living needs has important reference significance for many European historical cities. It is hoped that more dialogue and exchanges can be carried out between different civilizations around urban renewal and the protection of old cities.
"Our goal is to integrate different types of data from different regions of the world to more comprehensively grasp the operating rules of urban governance on a global scale." Bao Xiaohui, professor of urban economics and public policy at the University of Cambridge in the UK and director of the Interdisciplinary Spatial Analysis Laboratory, said that we will draw on the experience of 12345, the capital of China, to establish a corresponding analysis framework. Use advanced artificial intelligence technology to ensure that the results are interpretable and understandable so that everyone can understand them.
Maria Delmar Sánchez Isarra, councilor for government affairs in the Spanish city of Real, said after experiencing "walking into 12345" that the 12345 hotline's comprehensive access to data allows the government to respond to citizens' needs more efficiently. She mentioned that in Real, these data are divided by fields and it is difficult to fully access them. This is also a major obstacle to realizing services such as immediate handling of complaints. If we combine Beijing’s experience and analyze and integrate these data from a global perspective, it will improve the organization and response efficiency of real citizen services.
Song Dawei, deputy director of the Beijing Citizen Hotline Service Center, introduced that after years of practical exploration, Beijing has formed governance models such as agile governance, proactive governance, legal governance, pluralistic governance, consultative governance, and digital intelligence governance. The next step will be to build the Beijing 12345 hotline think tank and use citizens’ demands to drive the quality and efficiency of urban governance.
