City hotline reports led by Tsinghua University say complaint services are increasingly becoming tools for coordinating government departments and managing urban problems, rather than simply receiving requests from the public.
Key Takeaways
- The global evaluation covered 20 cities across five continents.
- The China study examined 12345 hotline services in 100 sample cities.
What the city hotline reports assessed
The two evaluations were unveiled at the 2026 Beijing Forum on Swift Response to Public Complaints, which was held on October 12 and 13. Tsinghua announced the findings on October 26.
Led by Tsinghua, the reports were compiled with the University of Cambridge and Peking University. More than 100 experts and scholars from 27 universities and research institutions across six countries took part.
Researchers assessed process-based, collaborative, digital and responsive governance using interviews, surveys, test calls and data analysis.
Different approaches to public complaints
The global study collected 9,300 valid public survey responses and grouped cities into four development types. It identified Beijing, Dubai, New York, Shenzhen and Seoul as taking a comprehensive innovation approach, while cities including Shanghai and Singapore placed greater emphasis on digital technology.
The China study collected 8,550 valid survey responses and made more than 3,000 valid test calls. It found that basic service capabilities had become broadly similar across cities, while differences in governance effectiveness increasingly depended on coordination, responsibilities and operating mechanisms.
The reports point to different uses of hotline data: New York's NYC311 informs urban governance, while Rio de Janeiro's Portal Rio 1746 helps monitor urban conditions. In China, 12345 hotlines use data analysis to support a shift toward more proactive governance.
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