If you need assistance, call 12345. In China, this five-digit number provides round-the-clock access to government services for both Chinese nationals and expats.

Whether it's arranging for a broken sewage pipe to be repaired or sharing feedback on education policies, residents can easily voice their concerns and have their issues addressed. This is a prime example of how the Chinese Government actively engages with the public.

The government has earned a high level of trust from the people, partly because of its responsiveness to their needs. It is widely considered a strong and effective agent of positive change. The 12345 hotline, for instance, features an evaluation system that tracks the performance of hotline workers as well as the officials and departments involved in handling the reported issues. Follow-up calls and messages are used to ensure public satisfaction.

China's efforts extend well beyond a phone number. In March 2023, a new department was established under the Communist Party of China (CPC) Central Committee. Aptly named the Society Work Department, its responsibilities include guiding authorities in addressing public complaints and suggestions, as well as promoting effective governance at the community level. It also plays a role in strengthening Party initiatives in the private sector and among emerging employment groups, including express delivery workers and drivers for online ride-hailing platforms.

The CPC currently has over 99 million members, accounting for roughly 7 percent of China's population. Through their connections with relatives, colleagues, friends and communities, CPC members maintain direct contact with a large proportion of Chinese society. As the country's governing party, rather than a competing political party, it is integrated into all sectors of Chinese society—from government agencies to schools, hospitals and businesses. Accurately understanding public opinion, developing proposals based on the people's aspirations and turning these into state policies have long been central to the Party's mission.

In November, President Xi Jinping put the accent on progress in social work, while pointing out the great changes in China's social structure, driven by the rapid development of emerging sectors. "Work must be done to rally the support of the people and serve the people," Xi said.

In a nutshell, social work is about amplifying voices, building consensus and contributing to the greater good.