On October 24, a report from the Beijing News Agency highlighted the efforts of the Beijing Municipal Ecology and Environment Bureau to prioritize environmental protection for the public. The bureau is deeply committed to addressing ecological issues directly impacting the daily lives of its residents—right at their doorsteps and windows. This initiative aims to enhance the local “small environment,” thereby increasing overall public happiness and sense of fulfillment. Since the beginning of this year, the response rate to environmental complaints in the city has consistently remained at 100%, with a resolution rate of 99.54% and a satisfaction rate of 99.66%.
To further improve the efficiency of addressing ecological issues for its residents, the Beijing ecology and environment department has innovatively established a three-tier complaint management system. This “housekeeper” system operates at the municipal, district, and street (township) levels. The initiative was first piloted in the Changping District in September 2021 and was officially rolled out citywide in October of the same year. Now, this “housekeeper” system encompasses the entire city, forming a dedicated team of staff responsible for responding to environmental complaints across all three levels.
The bureau analyzes regional, temporal, and factor-based dimensions to manage environmental complaint data effectively. “Housekeepers” meet online to facilitate real-time communication. For instance, if a street-level “housekeeper” encounters challenging issues while addressing a complaint, they can reach out to their superiors for guidance. Municipal or district-level “housekeepers” can promptly provide legal, regulatory, and technical support to resolve these matters collaboratively, fostering a connected three-tier network.
Emphasizing the role of technology, the bureau has leveraged big data to enhance the complaint management process. By analyzing citizen concerns, they identify common issues and prioritize proactive solutions. For example, by examining data on complaints related to restaurant emissions or noise, they generate targeted reports that assist environmental law enforcement in addressing specific problems.
In a pilot project involving the Mentougou and Shijingshan districts, the bureau analyzed big data related to complaint handling in 2023, creating detailed profiles showing trends in complaints by region, type, and season. This clear visualization enables the districts to proactively address issues, implement preventative measures, and improve response times. Plans are underway to expand this profiling initiative to other districts throughout the city.
In an effort to make it easier for citizens to participate in environmental protection, Beijing has developed a comprehensive complaint platform that caters to various needs. The ecology and environment department is dedicated to genuinely addressing community concerns and aims to deliver a satisfactory outcome for the public.
