Performance Analysis of Smart City Governance: Dynamic Impact of Beijing 12345 Hotline on Urban Public Problems

Nina Xiong, Hao Zang, Huijie Lu, Rongxia Yu, Jia Wang () and Zhongke Feng ()
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Nina Xiong: Beijing Key Laboratory of Precise Forestry, Beijing Forestry University, Beijing 100083, China
Hao Zang: Management Research Department, Beijing Municipal Institute of City Management, Beijing 100028, China
Huijie Lu: Management Research Department, Beijing Municipal Institute of City Management, Beijing 100028, China
Rongxia Yu: Management Research Department, Beijing Municipal Institute of City Management, Beijing 100028, China
Jia Wang: Beijing Key Laboratory of Precise Forestry, Beijing Forestry University, Beijing 100083, China
Zhongke Feng: Beijing Key Laboratory of Precise Forestry, Beijing Forestry University, Beijing 100083, China

Sustainability, 2022, vol. 14, issue 16, 1-16

Abstract: The 12345 hotline service has become a widely accepted smart city governance system of citizen contact with the local authorities in Beijing and has enabled leaders to handle public complaints more effectively. However, there have been few studies on the performance of the 12345 hotline. This study, taking Beijing city as the study area, explains how this system improved urban problem management and the degree of improvement in different urban problem categories. First, we studied the quantity distribution of 12345 cases and the public’s top concerns. Then, based on the VAR model, we analyzed the specific dynamic influence process and degree of 12345 cases on UGMS cases, which reflect urban public problems. The main findings of this research are as follows: (1) Illegal parking/charging problems and issues with the city’s dirty conditions were the two primary concerns of the public. (2) The 12345 system hampered the increase in urban public problems with a lag of 3–5 days. (3) Exceptionally, for the construction management and market regulation categories, the hotline cases had no active effect on urban problem management. This paper can help city authorities to assess the strength and weakness of the 12345 system and decide on improvement plans for urban management.

Keywords: decision analysis; 12345 hotline; Urban Grid Management System (UGMS); dynamic analysis; VAR model (search for similar items in EconPapers)
JEL-codes: O13 Q Q0 Q2 Q3 Q5 Q56 (search for similar items in EconPapers)
Date: 2022
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (2)

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