CCTV13 — 11
20261012 133000 UTC
162 transcript segments
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Machine transcription. Treat it as a searchable index of what was broadcast, not a verbatim quotation record.

[00:00:00] Goodbye, goodbye.
[00:00:33] How does a hotline connect the cold and warm of people's livelihoods? Hello, this
[00:00:37] is the Beijing 12345 Citizen Service Hotline. What help do you need?
[00:00:40] Abnormal reform, how to drive urban governance?
[00:00:44] This is a great challenge for us to manage the city.
[00:00:48] It's a huge challenge.
[00:00:49] 。
[00:00:56] It has also attracted widespread attention from the international academic community.
[00:01:12] A reform driven by people's livelihood demands.
[00:01:15] 。
[00:01:24] Do you know about the 12345 Citizen Service Hotline? Yes, I do.
[00:01:28] I do.
[00:02:48] So, taking Beijing as an example, since the integration and establishment of such a citizen hotline
[00:02:52] in 2019, in seven years, it has cumulatively
[00:02:56] handled nearly 200 million requests.
[00:02:59] So, today we will focus on what kind of mechanism
[00:03:03] is behind the efficient operation from timely response
[00:03:07] to proactive handling, from solving one problem
[00:03:11] to solving a class of problems.
[00:03:15] So, what kind of exploration has Beijing carried out on the road
[00:03:18] of governing super large cities? First, let's enter the Beijing Municipal Citizen
[00:03:22] Hotline Service Center.
[00:03:25] 心
[00:03:28] 。
[00:03:36] Calling 12345 has become the first choice for many Beijing citizens to solve problems.
[00:03:36] E2345已經成為不少北市民解決難題的第一選擇
[00:03:41] Just today, the 2026 Beijing Reform Forum officially kicked off.
[00:03:45] While the guests are discussing strengthening urban governance, the staff of the Beijing Citizen Hotline Service Center are also busy. It is currently around 10 am, and with each passing minute,
[00:04:30] it is considered a peak period for our classification line. So, here you can
[00:04:34] see that this is the total number of cases we have received so far today, which is about
[00:04:37] 10,000 cases. So, what are the main problems that everyone is reporting at this stage?
[00:04:41] Recently, we have mainly focused on network transaction related requests
[00:04:45] in market management, which account for a relatively
[00:04:49] large proportion.
[00:04:50] 。
[00:05:42] From the shop to the dispatch of this public order, it can now be solved in two or three
[00:05:46] minutes.
[00:05:47] 。
[00:05:54] Just this morning, we also received a call from a Beijing citizen. The problem he reported
[00:05:58] was about pruning tree branches on the road.
[00:06:01] So I want to ask, after we receive such a public order, how
[00:06:05] will we handle it next? It's like this. For some relatively
[00:06:09] simple problems that can be coordinated and handled by streets and towns, we will.
[00:06:42] We will send the order to Daxing District, and Daxing District will carry out the work.
[00:06:44] 。
[00:06:53] Hello, I am a callback staff member of the Beijing 12345 Citizen Service Hotline. May I ask if this
[00:06:57] is Mr. Li?
[00:07:01] After the public makes a call, the calls are collected by the Beijing Municipal Citizen Hotline Service Center.
[00:07:05] They are transferred here and become public orders that are sent to the corresponding
[00:07:08] grassroots functional departments for resolution. So, how do we ensure
[00:07:18] that? Next, let's connect to Song Dawei, Deputy Director of the Beijing Municipal Citizen Hotline Service Center. Director Song, our reporter just said that 9 am to 11 am and 2 pm to 4 pm are peak
[00:07:22] hours. Now it is around 9:40 pm,
[00:07:26] so it should be a low period for you. What is the current
[00:07:30] volume?
[00:07:31] ?
[00:07:36] Yes. Now, from 9 pm to 10 pm is our daily low period for calls.
[00:07:40] In this hour,
[00:08:06] Director Song, whether it's day or night, whether it's a peak or a low period, once a call is connected here,
[00:08:12] how do you ensure the efficiency of the subsequent process
[00:08:16] to better meet the needs
[00:08:20] of the caller?
[00:08:22] 。
[00:08:26] Okay, our citizen service hotline
[00:08:30] focuses on four aspects, namely receiving,
[00:08:33] assigning, handling, and evaluating. Receiving
[00:08:36] means our unified acceptance, and full reception.
[00:08:40] We have integrated 64.
[00:09:12] or a certain area is attributed to the responsibilities of this department,
[00:09:16] so that this public order can be assigned to the correct
[00:09:19] handling unit as soon as possible.
[00:09:23] Handling means efficient handling.
[00:09:26] We currently divide different requests
[00:09:29] into two hours, 24 hours, seven days, and 15 days
[00:09:32] for handling. At the same time,
[00:09:36] various handling methods have also been formed
[00:09:40] among the handling units, such as the first street responsible
[00:09:43] for handling, reporting less, providing
[00:09:47] responsive handling, supervising and completing handling, everyone discussing
[00:09:51] and handling, and so on. In terms of evaluation, the main thing is to be
[00:09:55] objective and reasonable. So, for each request,
[00:09:58] we will follow up with the citizen after it has been handled,
[00:10:02] and calculate the performance of the handling unit
[00:10:06] based on response, resolution, and satisfaction rates.
[00:10:10] In short, the receiving, assigning, handling, and evaluating system
[00:10:55] The number of requests in one year is 7 million. In 2025,
[00:10:59] last year's data was 25.8 million, so the growth is very fast.
[00:11:03] 。
[00:11:07] Relatively speaking, it is growing. So, new requests include
[00:11:10] those related to our current platform economy, new business forms, urban renewal,
[00:11:14] and so on. So the changes are quite obvious.
[00:11:18] In view of this situation, we have also carried out
[00:11:21] some reforms on the hotline itself. We call it digital.
[00:12:55] Not only on the telephone channel, but also on the online channel. As I just mentioned, there are
[00:12:58] 20 online platforms. At the same time, we have also opened
[00:13:02] dedicated services for multi-language services
[00:13:06] and sign language services, including services for the elderly and people with disabilities.
[00:13:09] All these methods are to ensure that citizens' requests
[00:13:13] are received, so that every citizen can find a service method
[00:13:17] that suits them, to improve the experience
[00:13:21] of responding to requests. Okay, thank you very much, Director Song, for bringing us these analyses.
[00:13:45] Let's continue to pay attention to how to drive the governance of super large cities with citizens' requests. Based on the analysis
[00:13:49] of the 12345 livelihood big data last year, according to the high frequency
[00:13:53] of citizens' concentrated requests.
[00:16:08] In front of the parking lot for non-motorized vehicles, Shahe Town
[00:16:12] distributed questionnaires to more than 1,200 citizens
[00:16:16] at the subway station. Together with the feedback from the 12345 hotline,
[00:16:19] a total of more than 700 suggestions were collected. Overall, the public
[00:16:23] was most concerned about three things: safety, convenience, and whether
[00:16:27] to charge a fee. These suggestions were later incorporated into
[00:16:30] Construction began in October 2025, and the parking lot was officially put into use
[00:16:34] on March 31st this year. The parking lot covers
[00:18:24] What is particularly important is to evaluate the government's handling capacity and quality
[00:18:28] based on the quality of the single order. The third
[00:18:32] aspect is to closely integrate people's participation
[00:18:36] with government actions, and transform people's will
[00:18:40] into government actions. Therefore, in this interactive process,
[00:18:44] it promotes the modernization of urban governance systems and capabilities,
[00:18:47] making a big step forward in the modernization of governance.
[00:18:51] These three aspects, I think,
[00:18:55] are the differences between the 12345 hotline
[00:18:59] and other hotlines. This is for Beijing citizens.
[00:19:02] They have other channels. So, the difference shown by 12345.
[00:19:06] 同 。
[00:20:51] long-term stability of society, promoting
[00:20:55] the rapid economic development, and being able to continue these two
[00:20:59] great miracles. In this regard, Beijing has explored a new
[00:21:02] path of governance, enabling everyone to participate, everyone to take responsibility,
[00:21:06] and forming a new model of shared
[00:21:10] governance community. So, I think this
[00:21:13] is his biggest feature. The reporter just touched upon
[00:21:17] it in the interview.
[00:23:50] can accelerate the solution of long-standing problems,
[00:23:53] and make the road of the closed and integrated model
[00:23:57] wider and wider. There are also some new problems.
[00:24:01] These new problems arise as people's demand
[00:24:04] for a better life increases. In this process
[00:24:08] of improvement, some new problems will be raised.
[00:24:12] Only by promoting reforms on the existing basis can these problems
[00:24:16] be solved. So, the further we go, the more difficult the problems will be.
[00:25:20] It is a beginning, and at the same time, it should also be a key. This key opens
[00:25:24] the door of communication between the common people and the government,
[00:25:28] allowing the needs of the people and the feedback
[00:25:32] from the government to become more and more harmonious.
[00:25:35] So, let's also change "If you have something, go to the government"
[00:25:39] into "everyone works together", transitioning from management
[00:25:43] to better governance. Thank you for watching today's program. Goodbye.
[00:25:46] 。
[00:26:07] Every shot is a powerful shot. Every departure.
[00:26:10] Hand over civilization and contact. Deliver expectations accurately.
[00:26:14] Do not betray trust. China Post.
[00:26:17] Your dream. My dream.
[00:26:21] The world's dream. Our dream.
[00:26:24] The dream of the times. Dream of Orchid.
[00:26:27] Dream of Six Families.
[00:26:31] 。
[00:30:32] 。
[00:30:37] In response to the attack on Saudi airspace, Houthi armed forces attacked targets
[00:30:41] in Saudi cities. The Saudi Civil Aviation Authority announced today that it will continue to suspend
[00:30:45] operations at Riyadh International Airport. British media revealed
[00:30:49] that the United States threatened to cut off weapons supply and intelligence sharing
[00:30:53] to Ukraine. In a Q&A session, what support has the United States
[00:30:57] previously provided to Ukraine? If support is cut off, what impact will it have on the situation?