"Every story deserves to be heard." That idea drives Hotline Beijing, a documentary that has sparked widespread discussion since its Feb 18 debut. The film explores urban challenges, resonating with audiences and inspiring reflection on governance.

Based on Beijing's 12345 citizen service hotline, the documentary highlights issues such as alley parking management, retrofitting old buildings with elevators and the personal growth of a call center operator through seven stories. It also examines legislation on handling public complaints and a foreign journalist's research into Beijing's governance mechanisms.

"The film reminded me of my experience as a teaching assistant after graduation," said Wang Shuangshuang, a young white-collar employee in Beijing who previously worked at universities. "There were misunderstandings in my work, too, requiring a lot of communication — just like one of the characters in the film. When I watched it, I felt that everyone faces challenges in life."

Beyond emotional resonance, the film has sparked discussions on urban management and governance.

"The film is about city management, which inspired me to think about how to leverage my expertise in governing the capital," said Liu Dongping, Party secretary of the School of Electronic and Information Engineering at Beijing Jiaotong University. "For example, improving informatization and intelligence in the renovation and upgrading of old residential communities."

Xiu Mingyue, an undergraduate at the Beijing University of Posts and Telecommunications, said she started thinking about how to apply her knowledge to urban governance after watching the film.

"As an AI major, I believe we can use big data and large models to analyze people's needs statistically, predict emerging issues in advance and solve problems before they arise," she said.

Director Xu Jieqin told the audience the film is based on six years of Beijing's immediate responses to public complaints and requests. The film, which took 10 months to complete, began production in March last year and underwent multiple revisions.

With a cumulative box office of 76.26 million yuan ($10.5 million), the film has become the top-grossing domestic documentary of the year so far, according to local media.

Xia Chao, chairman of the China Literature and Art Critics Association, said documentaries serve as the nation's visual archive, holding significant value in preserving historical truth, portraying the times and fostering empathy.

Hotline Beijing is "very meaningful, vividly showcasing China's experience, wisdom and solutions for urban management while effectively conveying the image of contemporary Chinese people", Xia said.

Wang Yichuan, vice-chairman of the association, said during a discussion that the film uses a "comedy-drama" approach, blending humor with serious themes to engage audiences. "This is the key to the film's success," he said.

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