Beijing’s AI-powered 12345 citizen service hotline is being highlighted as a model for improving Nepal’s Hello Sarkar grievance system through digital technology and international cooperation.
Serving 21.83m residents, the hotline handles thousands of complaints daily, covering issues such as consumer disputes, public services, infrastructure, sanitation and government inquiries. It uses AI analytics, speech-to-text technology, real-time translation, automated complaint tracking and follow-up calls to ensure efficient resolution.
The service supports 10 languages—including English, Korean, Japanese, German, French, Russian, Spanish, Arabic, Portuguese and Italian—and provides sign language interpretation for people with hearing impairments.
Nepal’s Hello Sarkar, operated under the Office of the Prime Minister and Council of Ministers, receives public complaints, suggestions and information requests regarding government services.
Nepal could strengthen the platform through cooperation with China by adopting AI-based complaint routing, speech-to-text systems and digital tracking to improve efficiency, transparency and accountability in public service delivery.
