The Beijing 12345 Citizen Hotline Service Center, Oct.11, 2024. [Photo by Liao Jiaxin/China.org.cn]
On Oct. 11, the Beijing 12345 Citizen Hotline Service Center was buzzing with energy. The rhythmic tapping of keyboards echoed through the room, as hundreds of operators were focused on addressing callers' concerns and crafting tailored solutions for a wide range of needs.
Each operator works with a "dual-screen" setup: one screen displaying the call management system, the other featuring a knowledge base search interface. "The knowledge base now contains tens of thousands of policies covering all aspects of daily life," operator Yang Junyao explained.
The dual-screen setup for operators in the Beijing 12345 Citizen Hotline Service Center, Oct.11, 2024. [Photo by Liao Jiaxin/China.org.cn]
The center is equipped with a sophisticated real-time data analytics system, presented on a large screen that visually highlights the most common issues reported by the public. Official data reveals that over the past five years, the hotline has processed over 140 million inquiries from citizens and businesses, with a resolution rate of 96.5% and a satisfaction rate of 96.9%.
In 2019, multiple departmental hotlines in Beijing were streamlined into the unified 12345 service hotline, significantly enhancing the city's ability to respond swiftly and effectively to the concerns of both citizens and businesses. This initiative is part of a broader effort to refine Beijing's urban management system in response to the city's rapid socioeconomic development, incorporating advanced urban management and emergency service practices from around the world.
A screen presents real-time analytics data at the Beijing 12345 Citizen Hotline Service Center, Oct.11, 2024. [Photo by Liao Jiaxin/China.org.cn]
Liu Huan, a hotline supervisor with a decade of experience, has observed a shift in the types of issues being reported. "In the past, most calls were about individual problems like power outages or leaks. Nowadays, people also bring up public concerns, such as the need for timely garbage removal in residential compounds," she said. This shift reflects the growing public expectations for higher standards in urban management and governance.
Moreover, the 12345 hotline offers streamlined and specialized support services for businesses, such as one-touch direct calling and professional online consultations.
To enhance its international service capabilities, the hotline began offering support in eight languages in 2008, meeting the diverse needs of the community and better assisting foreign residents, according to Yang.
The Beijing 12345 service hotline has become a vital conduit for efficient communication between citizens, businesses and the government. The saying, "When in doubt, call 12345 — it works!" has become a common expression among Beijing's residents, cementing the hotline's status as a prestigious emblem of the city.
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