Over the course of two days, the participants discussed ways to enhance cooperation to build a better future for cities that place the needs of residents at the core of their work during the digital era, and to employ modern technologies to build more efficient cities with a high capacity for rapid response.
The forum, which is held every two years, witnessed the announcement of the results of specialized research on the immediate response to citizen complaints, and evaluation reports on global and national city hotline services, while showcasing models and exemplary cases of urban governance. The pioneering experience of the Beijing 12345 Citizen Service Hotline was reviewed, which over the past seven years has handled approximately 200 million requests and complaints with satisfaction rates exceeding 97%, relying on artificial intelligence and big data analysis to directly coordinate between government agencies and handle complaints with high efficiency.
The forum program included field visits conducted by the delegation, which included the hotline center to closely examine the mechanism of managing and instantaneously analyzing reports, in addition to visiting the Financial Center in Beijing, which is designed according to the latest green and sustainable building standards with zero carbon emissions.
The tours also included visiting a number of old residential neighborhoods that have witnessed exemplary urban renewal projects based on involving local residents in reactivating them culturally, economically, and tourismally while preserving their historical character.
The participation of the Amman Municipality delegation in this forum was an extension of an official visit made by a high-level delegation from the People's Government Municipality of Beijing to the Greater Amman Municipality, headed by the Deputy Secretary-General of the Government and Director of the Government Services and Data Management Department, Shen Bianhua, during which he met with the Chairman of the Amman Municipality Committee and the executive leadership in the Municipality.
During that visit, the Chinese delegation closely viewed the Amman Municipality's advanced experience in the Unified Call Center (102), which is considered the main pillar and primary system for responding to and dealing with citizens' feedback and complaints related to municipal services. The center operates around the clock using modern technologies to receive, document, and immediately forward feedback to the relevant field authorities to follow up on their processing with precision and speed to ensure the best levels of service.
The delegation also viewed the workflow at the emergency center, in addition to a field tour of the traffic control center that included reviewing smart traffic management and digital transformation projects in the city.
The Municipality's participation emphasized the importance of benefiting from Beijing's integrative experience, which places the citizen at the center of attention and employs smart technologies to save time and effort for both the government and the citizen, thereby enhancing the extended partnership and cooperation relations between Amman and Beijing, and opening new horizons to expand cooperation in the fields of digital transformation, smart cities, and urban development.
