Documentary on Beijing's 12345 public service system draws international praise
International audiences have praised a documentary on Beijing's Swift Response to Public Complaints system, saying the city's approach to urban governance could offer useful lessons for other countries.
A special screening of the new documentary “Hotline Beijing II” was held on Sunday as part of the 2026 Beijing Forum on Swift Response to Public Complaints.
The film examines the SRPC mechanism, including the city's 12345 public service hotline launched in 2019. The platform has handled around 200 million requests, with both resolution and satisfaction rates exceeding 97 percent.
Produced by China Media Group, the documentary presents real urban governance cases, including the expansion of medical insurance coverage for rare diseases and the renovation of Beijing's Fourth Ring Road.
University of Bristol law professor Charlotte Villiers highlighted the system's ability to bring experts together to address complex and long-term problems. Other international academics also pointed to its role in finding solutions related to healthcare and social services.
The new documentary follows an award-winning film released in 2024. Experts said the sequel focuses not only on resolving individual complaints but also on addressing broader causes and preventing similar disputes in the future.
According to CCTV+, the filmmakers hope the documentary will help international audiences better understand Beijing's urban governance model and consider how some of its practices could be adapted elsewhere.
