Soon after a resident living near a street market complained to the grassroots urban management department last month, the Luohu ecological and environmental protection bureau and the Dongmen sub-district office sent their work staff to the resident’s neighborhood to understand the situation.

After verifying the woman’s complaint was a common concern of the neighborhood, the authorities immediately instructed the managers of the market to install a sound insulation screen and rectify the irregular vendors. Afterwards, the neighborhood environment had been improved markedly.

After embracing advanced technologies to address the people’s practical concerns, Luohu has always been responsive to the people’s complaints, which has earned them wide praise from local residents. Such a scenario happens almost every day in the district.

Luohu pays significant attention to the understanding of people’s opinions and complaints about problems in their daily lives through various means, such as the platforms the government operates online via WeChat and other apps.

Information sharing on the three platforms is realized by first collecting the people’s complaints, which will then be sorted and reported to relevant departments for verification and solution, making the three platforms a bridge connecting the people and the district government.

This system helps the people feel assured that their appeals will be promptly heeded once they submit complaints through one of the three platforms. One of the relevant departments can then respond positively and deal with them effectively.

After the Donghu sub-district office received complaints on the internet that some people were occupying a public space for private use, it immediately worked together with the urban management department to rectify the wrongdoings.

Then, after local residents reported that it was inconvenient for elderly citizens and children to use the deep underground passage located at the Zhongxing crossroad, the local traffic administrative department immediately drew pedestrian crossings on the road surface.

Finally, after hearing residents of the Fanglin tower complain about old elevators that had been used for more than 20 years and lacked maintenance, local government departments immediately urged the property management company to negotiate with the property owner committee to raise funds to install new elevators.

To make sure all of the complaints can receive prompt replies and all problems can be properly addressed, Luohu set up a social work mechanism that channels the people’s complaints directly to the heads of relevant departments and makes the efficiency of addressing these concerns a criteria in the evaluation of the departments’ performances.