City shifts from passive to active service provision

Beijing has made significant strides in advancing grassroots governance and driving the modernization of urban governance through the implementation of a "swift response to public complaints" initiative in recent years.

Over the past five years, the 12345 hotline has received over 150 million calls reflecting various issues, leading to the timely implementation of innovative measures that have effectively addressed urgent problems faced by the public.

An illustrative case is the renovation of aging elevators in the Yuzhongxili residential community in Xicheng district. Elevator malfunctions had long plagued this community, which has 12 buildings mostly constructed between 1989 and 1993.

Bai Xuejuan, who moved to Building No 32 of the community in late 2016, recounted significant issues with the elevator in the building where she resides.

In 2022, residents of this building reported over 10 elevator-related issues, such as sliding, shaking, doors failing to open, and unusual noises, through the 12345 hotline. Recognizing that the majority of those reporting issues were young people, the community organized evening meetings to address their concerns, accommodating everyone's schedules, said Wu Yajuan, head of the community residents' committee.

The most challenging aspect of elevator upgrades has been the financial hurdle. The complex property rights structure in the community, encompassing municipal and State-owned property rights, led to various entities passing the buck back and forth, reluctant to bear the costs, Wu noted.

To tackle the financial challenge, the community submitted the request for elevator replacements to higher government entities, including the Desheng subdistrict office and the Xicheng market supervision bureau.

In early 2023, the Desheng subdistrict office proposed an innovative plan for government incentives to support the upgrading of elevators in old residential areas, with the district government offering one-time financial rewards for such projects.

In May of the same year, this plan was approved, providing policy backing for Wu and her team to proceed with the elevator upgrade work. For example, in Building 32 of the Yuzhongxili community, the property management company could front the funds, with property rights units reimbursing the costs based on their respective shares. Then, the district government would grant a 50 percent financial reward for each completed replacement.

Since June of last year, 18 elevators in the community have been replaced or repaired. "My child happily told me that it feels like riding an elevator in a shopping mall; bright and spacious," Bai said.

In Mentougou district, the Curtain Action initiated by the Deluyuan residential community also exemplifies the effectiveness of the 12345 hotline. The action means opening curtains at 7:30 in the morning and closing them at 7:30 in the evening, becoming a heartwarming agreement between volunteers and elderly residents living alone in the community.

"Implementing the Curtain Action is an innovative approach by the community to proactively address the demands of elderly individuals, shifting from passive to active service provision," said Sun Yunpeng, Party chief of the community residents' committee.

With over 1,000 residents aged 60 and above, including 65 elderly individuals living alone, the community witnessed the participation of over 100 volunteers and all the elderly residents living alone.

The simple act of opening and closing curtains conveys a sense of security on regular days, and serves as a distress signal in critical moments. In October, for instance, a volunteer discovered an elderly resident surnamed Li bedridden and unable to move after finding his curtains tightly shut during the day.

Upon using a spare key to enter, the medical personnel from the nearby health station determined Li had suffered a stroke, and called for an ambulance to take him to the hospital.

In addition to the volunteer patrol groups, the Curtain Action also involves an information recording group comprising community workers and a service group composed of volunteers and nursing and medical institutions.

Currently, the Curtain Action has been enhanced by providing smart bracelets to elderly people living alone, enabling a 24-hour response to their needs. In case of discomfort, the elderly can press the bracelet's SOS button to contact their children and community workers.

haonan@chinadaily.com.cn