How to satisfy dissatisfied citizens with urban public services? The case from Nanjing, China

ABSTRACT Reducing citizen dissatisfaction with public services is a challenge for good urban governance. Using the case of Public Opinion 110 by Nanjing police, this article finds a new method to proactively, accurately, and timely measure citizen satisfaction and improve inadequate services. The findings confirm the importance of efficient two-way communication, the citizen-centered approach, and the combined use of technologies in improving citizen satisfaction. This article provides a feasible solution for urban governments facing the dilemma of citizen dissatisfaction with public services.