Digitalization Transforms Urban Governance in China's Mega-Cities
Digitalization is transforming the landscape of urban governance in China's mega-cities. The integration of advanced technologies is streamlining processes, enhancing efficiency, and improving the quality of life for residents. As these cities embrace digital innovations, they are setting new standards for urban management and engagement with citizens.
TroibNews 
As winter descends upon Beijing, the number of heating-related complaints to the city’s 12345 hotline has significantly decreased by 61 percent. This improvement is not coincidental; since summer, Beijing's heating department has taken proactive measures to address the heating system's frequent issues as reported by residents via the hotline.
A touching example involves Ma Shujie, a 63-year-old retired teacher looking for a nursing home for her 89-year-old mother-in-law. After struggling to find a nearby option, Ma reached out to the 12345 hotline for assistance. Her inquiry quickly gained traction as similar cases emerged from other residents across Beijing. The collaborative efforts of various government departments led to the establishment of over 1,000 community-based eldercare stations, ultimately helping Ma's mother-in-law secure a facility just a brief walk from their home.
Designed to offer swift solutions to daily challenges, the 12345 hotline has become a vital resource for the residents of Beijing. Whether it’s healthcare, housing, or transportation, citizens can turn to this service for everything from urgent requests to information inquiries.
Since its inception six years ago, the 12345 hotline has managed an impressive 150 million requests. The resolution rate has dramatically increased from 53 percent to 97 percent, while overall satisfaction has risen from 65 percent to 97.3 percent.
Big data is not only being utilized but is also instrumental in facilitating long-term improvements.
"By analyzing vast amounts of data from citizen requests, the platform generates valuable insights that help inform decision-making at the highest levels. It's an essential tool for science-based governance," stated Meng Tianguang, a professor from Tsinghua University's School of Social Sciences, in a conversation with CMG.
For instance, in Huilongguan and Tiantongyuan, two neighboring mega-communities in northern Beijing, feedback from the 12345 hotline revealed serious traffic congestion and shortages of public facilities due to a surge in population. In response, more than 60 public infrastructure projects were initiated in 2018, enhancing residents' transportation, healthcare, and recreational options.
Beijing's initiatives to improve urban governance extend even further. To streamline access to government services, the city has partnered with widely-used apps such as WeChat, Alipay, and Baidu, offering online platforms for managing administrative tasks.
Through WeChat, citizens can utilize nearly a thousand services via the "Jingtong" mini-program, from booking marriage registration appointments to checking traffic and updating social security details. This integrated platform covers over 20 governmental departments, putting services within reach of millions.
The trend of urban digitalization is also sweeping across other major cities in China. From Shanghai to Nanjing, and Wuhan to Hangzhou, urban centers are implementing similar hotlines and leveraging digital technologies such as AI, big data, and the Internet of Things to enhance governance and foster sustainable, citizen-friendly urban living.
A standout example is Shanghai's Pudong New Area, which, in 2018, launched an "urban brain" system that fuses cloud computing, big data, and AI with IoT and sensor networks. This comprehensive digital management platform has revolutionized the city's approach to monitoring aspects like traffic, waste management, and public safety.
In terms of bike-sharing, Pudong has integrated GPS data from shared bikes with the “urban brain” system, allowing real-time monitoring of bike locations. When a particular area becomes overcrowded with bikes, the system can alert companies to redistribute them, promoting efficient usage and minimizing congestion.
Wang Dacheng, Director of the Smart City Engineering Department at the Aerospace Information Research Institute, part of the Chinese Academy of Sciences, emphasized that China’s smart city technology is quickly evolving towards full-scale urban digitalization. He highlighted the importance of ongoing policy support and investment in 5G, IoT, and cloud computing, while advocating for the promotion of AI in urban management along with maintaining interoperability through clear technical standards.
Camille Lefevre for TROIB News
A touching example involves Ma Shujie, a 63-year-old retired teacher looking for a nursing home for her 89-year-old mother-in-law. After struggling to find a nearby option, Ma reached out to the 12345 hotline for assistance. Her inquiry quickly gained traction as similar cases emerged from other residents across Beijing. The collaborative efforts of various government departments led to the establishment of over 1,000 community-based eldercare stations, ultimately helping Ma's mother-in-law secure a facility just a brief walk from their home.
Designed to offer swift solutions to daily challenges, the 12345 hotline has become a vital resource for the residents of Beijing. Whether it’s healthcare, housing, or transportation, citizens can turn to this service for everything from urgent requests to information inquiries.
Since its inception six years ago, the 12345 hotline has managed an impressive 150 million requests. The resolution rate has dramatically increased from 53 percent to 97 percent, while overall satisfaction has risen from 65 percent to 97.3 percent.
Big data is not only being utilized but is also instrumental in facilitating long-term improvements.
"By analyzing vast amounts of data from citizen requests, the platform generates valuable insights that help inform decision-making at the highest levels. It's an essential tool for science-based governance," stated Meng Tianguang, a professor from Tsinghua University's School of Social Sciences, in a conversation with CMG.
For instance, in Huilongguan and Tiantongyuan, two neighboring mega-communities in northern Beijing, feedback from the 12345 hotline revealed serious traffic congestion and shortages of public facilities due to a surge in population. In response, more than 60 public infrastructure projects were initiated in 2018, enhancing residents' transportation, healthcare, and recreational options.
Beijing's initiatives to improve urban governance extend even further. To streamline access to government services, the city has partnered with widely-used apps such as WeChat, Alipay, and Baidu, offering online platforms for managing administrative tasks.
Through WeChat, citizens can utilize nearly a thousand services via the "Jingtong" mini-program, from booking marriage registration appointments to checking traffic and updating social security details. This integrated platform covers over 20 governmental departments, putting services within reach of millions.
The trend of urban digitalization is also sweeping across other major cities in China. From Shanghai to Nanjing, and Wuhan to Hangzhou, urban centers are implementing similar hotlines and leveraging digital technologies such as AI, big data, and the Internet of Things to enhance governance and foster sustainable, citizen-friendly urban living.
A standout example is Shanghai's Pudong New Area, which, in 2018, launched an "urban brain" system that fuses cloud computing, big data, and AI with IoT and sensor networks. This comprehensive digital management platform has revolutionized the city's approach to monitoring aspects like traffic, waste management, and public safety.
In terms of bike-sharing, Pudong has integrated GPS data from shared bikes with the “urban brain” system, allowing real-time monitoring of bike locations. When a particular area becomes overcrowded with bikes, the system can alert companies to redistribute them, promoting efficient usage and minimizing congestion.
Wang Dacheng, Director of the Smart City Engineering Department at the Aerospace Information Research Institute, part of the Chinese Academy of Sciences, emphasized that China’s smart city technology is quickly evolving towards full-scale urban digitalization. He highlighted the importance of ongoing policy support and investment in 5G, IoT, and cloud computing, while advocating for the promotion of AI in urban management along with maintaining interoperability through clear technical standards.
Camille Lefevre for TROIB News
