In the coastal Chinese city of Qingdao, an online forum is turning citizen complaints into government action. Minsheng Online connects residents and businesses directly with government officials – helping solve everyday problems and guiding enterprises through complex policies. Xia Ruixue reports.
"Welcome!"
"Hello, Mr. Zhang!"
"We've been facing some difficulties with policies, and we were hoping you could give us some guidance today."
Zhang Kangxing is applying for Qingdao's "Little Giant" designation – an honor awarded to specialized, high-tech small and medium-sized enterprises.
Staff from the Qingdao Municipal Bureau of Private Economy visited his company to provide on-site guidance and support, helping it better tap into preferential policies.
"We're still concerned about how well we can meet the policy requirements."
"Before submitting the application, we want to make sure last year's problems are resolved, then review whether there are any new issues this year. We'll try to get it approved in one go this time."
This government outreach program was made possible through "Minsheng Online," an interactive forum where private enterprises like Zhang's can report problems and leave messages.
This afternoon, the municipal bureau director joined the live session, answered questions online, and dispatched staff to address the issues on the ground.
GUO ZHENDONG Director, Qingdao Municipal Bureau of Private Economy "It is a very influential and approachable program. It allows us to directly listen to enterprises, face their difficulties, respond to their demands, and serve them."
Launched in 2009, Minsheng Online goes live every Tuesday and Thursday afternoon, with municipal bureau chiefs joining a 90-minute live meeting to answer questions.
Over the years, the program has hosted more than 1,400 online dialogues, reached nearly 95 million people, and resolved 380,000 public issues.
From housing renovations to heating services, from transport routes to consumer disputes – citizens' everyday concerns are addressed in real time.
YU JIZHENG Director, Qingdao Daily Supervision and Interaction Center "It was founded to enhance government transparency and public participation, serving as a bridge between officials and citizens."
What sets "Minsheng Online" apart is accountability. Department heads log-in regularly to face citizens directly. Unanswered questions must be resolved within days, and outcomes are published for public review.
The approach has earned a 97 percent satisfaction rating, and has been highlighted in government reports as a model for public engagement.
YU JIZHENG Director, Qingdao Daily Supervision and Interaction Center "When top officials directly listen and respond online, it not only improves governance efficiency, but also builds public trust."
ZHANG KANGXING Vice Manager Qingdao Honrock Railway Transportation Equipment Company "With Minsheng Online, communication is faster and more efficient, helping us resolve the problems we face in business operations."
Zhang's company applied for the Little Giant designation last year but was not successful.
He says enterprises often "don't know the policies, can't understand them, or don't know how to apply."
Complex approval procedures and poor information-sharing across departments have only added to the burden.
But with improved support this year, Zhang is confident his company can secure the title.
XIA RUIXUE Qingdao, Shandong Province "From public transport to urban planning, from heating to environmental concerns – citizens' voices here don't just stop online. They spark action, turning posts and comments into real changes in daily life. Xia Ruixue, CGTN, Qingdao, Shandong Province."
Source: CGTN
