Beijing implements AI to enhance urban governance and citizen services

Beijing is utilizing artificial intelligence and big data to enhance urban management through its 12345 hotline service. Over the past seven years, the platform has processed approximately 200 million requests from citizens and businesses, maintaining resolution and satisfaction rates above 97 percent.

A key technological advancement is the integration of ‘Jingjing’, an AI agent within the Jingtong application. This tool can transcribe oral reports in real time, use advanced models to understand content, and guide users through the data collection process. Users can also provide photographic or video evidence, after which the system automatically generates and routes work orders to the appropriate departments.

An international forum held in Beijing recently highlighted these reforms, bringing together over 3,200 participants from more than 70 countries. Experts noted that the city's transition toward a digital, people-centered governance model serves as a global trend. The forum also introduced English-language publications to share China's practical experiences and theoretical frameworks with the international community.