By Zhang Baofeng, Kailei
Hotline Beijing, a documentary that connects a series of stories behind the Beijing 12345 citizen service hotline, premiered on November 12 in Hong Kong as another noteworthy event during the Beijing-Hong Kong Economic Cooperation Symposium.
The event drew a lively crowd, with many saying they hope Beijing's experience can be applied in Hong Kong to strengthen local governance. As an international city, Hong Kong faces similar challenges in urban governance to those in Beijing. Hong Kong residents said they felt a deep connection with the situation.
"The film is grounded in real-life stories and shows efficient, transparent interactions between the government and citizens; it is both authentic and moving, and I hope to visit Beijing in the future to learn more about how the 'prompt response' system works," said a business leader.
The documentary was nominated for Best Documentary/Science Film at the 38th China Golden Rooster Awards. It grossed over RMB 80 million (US$11 million) at the mainland box office, setting a five-year record for the highest cumulative earnings of Chinese documentaries.
Produced by the China Central Newsreel and Documentary Film Studio Group, directed by Xu Jieqin, the documentary blends documentary footage with narrative elements to show how the 12345 hotline handles everyday public concerns.
"Compared with other documentaries, our film carries a stronger narrative structure," said Xu, "Yet we insisted on real-time filming, believing that authenticity holds the greatest value, and that is the true essence of documentary filmmaking."
A hotline connecting public needs
The 12345 hotline links the daily lives and concerns of residents across this city of more than 20 million people. It handles more than 60,000 calls a day, routing them from the call center to the relevant government departments for response, follow-up and review.
The system turns complaints into policy adjustments and assistance, and converts raw data into practical help. Hotline Beijing presents immediate response practices in their most unfiltered form.
Beyond the more than 150 million recorded cases and a resolution rate approaching 97 percent, the documentary draws its strength from small, grounded but moving stories.
From parking problems in downtown districts to disputes over adding elevators in aging residential compounds, and from neighborhood tensions to start-ups seeking access to Zhongguancun incubation policies, the documentary uses everyday moments to show how the hotline operates in real life.
Citizen voices in city governance
The documentary's Chinese title could be translated directly as "Your Voice." Voice carries two meanings: it refers both to citizens' requests within a service-oriented governance system and to the genuine responses residents give after their concerns are addressed.
"The citizen hotline lets ordinary people speak," one resident says in the documentary. Another adds that "12345 is one of the most effective channels for the public to take part in city governance."
"We hope the film allows more people to hear the voices of grassroots workers and to see how citizens' concerns drive the city's progress, "the director said when sharing the inspiration behind the film at the premiere.
Through the directors' lens, the film shows how a single hotline can play an outsized role in a world-class megacity like Beijing. The film provides a vivid example of the ancient Chinese wisdom that "governing a large state is like cooking a small fish," showing how this principle is reflected in Beijing's approach to daily governance.
A warm link between people and the city
Hotline Beijing traces the rhythms of daily life across the city, following residents from different neighborhoods and walks of life, and revealing the quiet link between citizens and the municipal authorities. The 12345 hotline turns ordinary calls into a dialogue that reflects a "people first" approach and a promise of prompt response.
The simple, easy-to-remember number 12345 serves as a bridge between all Beijing residents and the city itself. The principles of listening to the people, putting citizens at the center, and valuing public well-being, a piece of Chinese wisdom, are fully explained in the documentary.
Guests attending the Hong Kong premiere said the "prompt response" system is not only a collection of compelling stories, but also reflects how a global metropolis addresses governance challenges.
"Such an efficient system is worth studying firsthand by officials from other cities," they said. "We hope that Hotline Beijing will release a sequel to continue documenting progress in urban governance."
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