Hong Kong lawmakers propose revamping public hotline based on Beijing model

Hong Kong lawmakers have called for a revamp of the city’s public inquiry hotline, suggesting that authorities adopt elements of Beijing’s successful 12345 Citizen Hotline Service Centre. The proposal was made during the first-ever “rules-free and warm-hearted” closed-door dialogue session between legislators and Chief Executive John Lee.

Push for Improved Public Complaint Handling

The session, held at the Legislative Council (Legco) on Tuesday, saw 67 lawmakers participate in a 1½-hour discussion, with 15 of them directly addressing Lee. During the meeting, Legco president Starry Lee Wai-king highlighted Beijing’s 12345 hotline as a potential model for Hong Kong’s 1823 public inquiry and complaint service.

Beijing’s 12345 hotline is known for being a streamlined, one-stop platform that efficiently handles public complaints. Lawmakers believe adopting similar practices could significantly enhance how Hong Kong addresses residents’ concerns.

Study Visit Proposed

To facilitate improvements, legislators suggested organizing a visit to Hong Kong’s 1823 centre to study its current operations and explore ways to better serve the public. “[They] proposed visiting the 1823 centre in Hong Kong and studying how to improve it to better serve the residents,” Starry Lee said, underscoring the need for a more effective system.

This dialogue session is part of a new initiative aimed at fostering closer ties between Legco and the executive branch. The informal format is intended to encourage open and constructive discussions on governance issues.

Why It Matters

Enhancing the 1823 hotline could address long-standing complaints about inefficiencies in handling public grievances. By learning from Beijing’s model, Hong Kong authorities may be able to provide faster and more comprehensive responses to residents’ needs, potentially strengthening public trust in government services.

Source: South China Morning Post