BEIJING,Dec. 18,2024 --The Xinhua Research Center for Digital Government and Institute for Digital Government and Governance of Tsinghua University jointly released the Evaluation Report on Worldwide City Hotline Services and Governance Effectiveness (2024) at the 2024 Beijing Forum on Swift Response to Public Complaints on Wednesday.

Photo shows the operation process of the "Voice of Citizens" platform.

The report highlights Tokyo's "Voice of Citizens" platform as an inclusive hotline that excels in diverse approaches and rapid responsiveness,enabling it to better meet citizens' needs while facilitating communication and interaction between the government and residents.

In terms of public participation and feedback,in addition to telephone and website channels,Tokyo's "Voice of Citizens" platform retains traditional channels such as in-person visits,fax,and postal mail for collecting public feedback. The platform regularly compiles citizens' suggestions,opinions,and requests into monthly and annual reports,providing valuable references for the analysis,formulation,and evaluation of Tokyo's public policies.

The hotline features a rapid response mechanism. Citizens' appeals and suggestions submitted through the platform are promptly forwarded to the corresponding government departments for handling. These departments respond and provide explanations in a timely manner while simultaneously improving administrative services.

In Tokyo,routine municipal services are managed by local government departments. For urban service issues not covered within the existing administrative framework,citizens typically turn to legislative bodies such as Tokyo Metropolitan Assembly or local community organizations such as neighborhood associations to address and resolve problems.

Primarily offering guidance,information consultation,and service redirection,city hotline is not positioned as a central governance tool but as a supportive mechanism in Tokyo. This approach optimizes the allocation of urban service resources. As a result,the hotline faces less service pressure,leading to simplified service processes,leaner staffing,and more efficient resource allocation.

Tokyo's city hotline lowers communication barriers between the government and residents by constructing a robust policy information chain. It integrates various city information channels to provide clear and accessible government information.

The report examines city hotline services based on four primary indicators including process governance,collaborative governance,smart governance,and responsive governance,along with 10 secondary indicators and 24 tertiary indicators. It categorizes 20 representative city hotlines globally into four types,which can be designated as integrative,distinctive,innovative,and inclusive hotlines.

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