CCTV13 — 11
20261012 183300 UTC
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[00:02:31] Good evening, and welcome to News 1+1, live. In recent years,
[00:02:35] if you encounter some extremely difficult and troublesome matters in life, calling
[00:02:38] the 12345 hotline has become a habit for many. Taking Beijing as an example,
[00:02:42] since 2019, when this citizen hotline
[00:02:46] was integrated and established, in seven years, it has
[00:02:49] cumulatively handled nearly 200 million
[00:02:53] requests. So today, we will focus on what kind of system
[00:02:56] is behind the handling of these cases. to actively deal with, from solving one problem to solving a category of problems. So what kind of exploration is Beijing carrying out on the road of governing super-large cities? Let's first go into the Beijing
[00:03:17] Municipal Citizen Hotline Service Center.
[00:03:21] 心
[00:03:21] If you have something to do, calling 2345 has become
[00:03:31] the first choice for many Beijing citizens to solve problems. Just today, the
[00:03:35] 2026 Beijing Complaint Handling Reform Forum officially kicked off.
[00:03:39] While the guests were discussing and exploring how to strengthen urban governance,
[00:03:43] the staff of the Beijing Municipal Citizen Hotline Service Center were also busy.
[00:03:46] It is now around 10 o'clock in the morning,
[00:03:50] and with the calls coming in, this place has also entered
[00:03:54] a relatively busy period of the day. Hello, this is the Beijing
[00:03:58] 12345 hotline.
[00:04:01] Is this the busiest time of the day?
[00:04:13] Yes, our busiest time for receiving calls is generally concentrated between
[00:04:17] 9 am and 11 am, and in the afternoon, it's between
[00:04:20] 2 pm and 4 pm. So currently, it's considered
[00:04:24] a peak period for our call handling. You can see it here.
[00:04:28] At the scene,
[00:05:18] we can see a smart assistant station. So I also want to ask, what is the difference between
[00:05:22] our smart assistant station and a regular station?
[00:05:25] It can help us intelligently generate work orders and improve our overall
[00:05:29] processing efficiency. So how much can this efficiency be improved? For example, for a common request,
[00:05:33] it might have taken me 5 minutes to use the regular system, from receiving the call to dispatching the work order.
[00:05:37] Now, it only takes two or three minutes.
[00:05:41] Hello, I am from the Beijing 12345 Citizen
[00:06:49] Service Hotline callback team.
[00:06:52] When the public calls, it will
[00:06:56] reach the Beijing Municipal Citizen Hotline Service Center. It will be transferred here,
[00:07:00] turned into a work order, and sent to the relevant grassroots functional departments to be resolved.
[00:07:04] So how do we ensure the efficiency of this process? Next,
[00:07:08] let's connect with Song Dawei, Deputy Director of the Beijing Municipal Citizen Hotline Service Center.
[00:07:11] Director Song, just now our reporter said that 9 am to 11 am and 2 pm to 4 pm are
[00:07:15] peak hours. It's now around 9:40 pm.
[00:07:19] Is this your off-peak period? What is the current call volume?
[00:07:23] Yes, it is.
[00:07:26] Currently, from 9 pm to 10 pm,
[00:07:32] it is our daily low peak period for incoming calls. During this hour,
[00:07:36] generally speaking, the call volume is around 2500.
[00:07:40] At this very moment, we still have
[00:07:43] 230 call handlers on duty providing services.
[00:07:46] At this very moment, the connection rate is around
[00:07:50] 99%. Today, we have cumulatively handled
[00:07:53] 71,
[00:07:56] 71,000
[00:07:58] citizen requests. This is the current real-time situation on site.
[00:08:01] Director Song, whether it's day or night, whether it's peak or off-peak,
[00:08:05] once a call comes in here, how do you ensure the subsequent process?
[00:08:09] so that the work order can be dispatched
[00:09:12] to the correct handling unit as soon as possible.
[00:09:16] Half, which means efficient handling.
[00:09:20] We currently divide different requests into
[00:09:23] two hours, 24 hours,
[00:09:26] seven days, and 15 days for handling. At the same time,
[00:09:30] various handling units have also developed many handling methods,
[00:09:34] such as, the first to receive is responsible for handling,
[00:09:38] the one who reports the least handles,
[00:09:41] collective response handles, supervision follows up, everyone discusses and handles, and so on.
[00:09:44] This is on handling. On fairness, the main thing is to be
[00:09:48] fair, objective, and reasonable. So
[00:09:52] for every request, as long as it's handled, we will follow up with the citizens,
[00:09:56] and calculate the performance of a handling unit based on the response, resolution, and satisfaction rates.
[00:10:00] In short, this receiving, dispatching, handling, and evaluating
[00:10:03] reflects the closed-loop management of Beijing's 12345 hotline
[00:10:07] service, and also reflects Beijing's
[00:10:11] hotline service, Beijing's urban governance,
[00:10:15] this agile governance model. Director Song, from this
[00:10:18] center, from 2019 to now, in seven years,
[00:10:22] the number of requests received is platform. At the same time,
[00:12:55] we have also opened a multi-language service
[00:12:59] section, a sign language service section, and also
[00:13:02] services for the elderly and disabled. All these methods are to ensure
[00:13:06] that citizens' requests are received, so that every citizen can find
[00:13:10] a service method that suits them, to improve the experience
[00:13:14] of responding to requests. Okay, thank you very much
[00:13:18] Director Song for bringing us these analyses and introductions. Next,
[00:13:22] we will focus on how Beijing, as a super-large city,
[00:13:26] explores urban governance
[00:13:28] through the handling of the 12345 citizen hotline.
[00:13:32] Let's continue to pay attention.
[00:13:36] How to drive the governance of super-large cities
[00:13:38] with citizens' demands. Based on last year's 12345 livelihood big data analysis,
[00:13:42] according to the high-frequency and common difficult problems where citizens' demands are concentrated,
[00:13:46] select those that require unified city-level
[00:13:50] coordination.
[00:13:54] At the beginning of the year, a unified deployment will be made, and then it will be rolled out.
[00:14:16] What is the theme of this month? This month's theme is to solve the problem of food safety
[00:14:20] for takeout. In Beijing's Changping District, the landing of the country's first
[00:14:23] large-scale composite motorized three-dimensional parking garage
[00:14:27] is also a vivid example of handling complaints
[00:14:31] transitioning to proactive governance. In 2021, complaints
[00:14:35] started to emerge throughout the year. Between 2022 and
[00:14:39] 2023, there were about 30 complaint cases each year. In
[00:14:43] 2024, it reached its peak, with a total of 88 complaints received throughout the year.
[00:14:46] Shahe Station is an important subway station
[00:14:50] in Beijing's Changping District. During peak hours, the passenger flow entering the station ranks
[00:14:54] among the top in Beijing's subway system.
[00:15:25] How to manage this last mile of chaotic connection? In 2024,
[00:15:29] Shahe Town began to study how to break the deadlock, from installing guardrails
[00:15:32] and setting up passages to demarcating parking areas and adding temporary parking spaces.
[00:15:36] 位 , 怎 么
[00:16:21] A total of more than 700 suggestions were collected. Overall, the public was most concerned about three things: safety, convenience, and whether there would be a fee. These suggestions were later incorporated into the design
[00:16:25] drawings one by one. Construction began in October 2025. On March
[00:16:29] 31st this year, the parking garage was officially put into use. The parking garage covers an area of
[00:16:33] 4,500 square meters and can accommodate four floors of non-motorized vehicles.
[00:16:37] Let's connect with
[00:17:28] Director Zhang Yi of the Capital Governance Research Institute of the Chinese Academy of Social Sciences. Director Zhang, first of all,
[00:17:31] Beijing's 12345 citizen service hotline.
[00:17:35] Beijing citizens also have
[00:18:19] particularly important is to evaluate the government's handling ability
[00:18:22] and handling quality based on the quality of the single. The third aspect
[00:18:26] is to closely integrate the people's participation
[00:18:30] with government actions, transforming the people's will into
[00:18:34] government practice. Therefore, in this interactive process,
[00:18:38] it has promoted the modernization of urban governance systems and governance
[00:18:41] capabilities, taking the modernization of governance
[00:18:45] a big step forward. These three aspects, I believe,
[00:18:49] are what make the 12345 hotline different from other hotlines.
[00:18:52] Well, Beijing citizens have
[00:18:56] other channels.
[00:19:00] So when we pay attention to 12345,
[00:19:02] not only Beijing has it, many cities have it. So, compared to other cities,
[00:19:06] what are the core characteristics it exhibits in using
[00:19:10] 12345? And can the experience summarized
[00:19:14] through such a core characteristic be promoted and
[00:19:18] replicated in more other super-large cities?
[00:19:22] It also has these three characteristics.
[00:19:25] The first characteristic is mainly about handling, so in the process of urban governance,
[00:19:29] handling
[00:19:33] a standard for promoting the modernization of urban governance systems
[00:20:07] and governance capabilities. The second aspect
[00:20:11] is mainly through self-handling
[00:20:15] to carry out reforms, which means to gradually
[00:20:19] promote the common problems through reforms,
[00:20:23] forming a model of preemptive handling,
[00:20:27] that is, gradually making the urban governance system
[00:20:30] adapt to our transition from the stage of
[00:20:34] comprehensively building a moderately prosperous society to the stage of
[00:20:38] basically building a modernized socialist country's governance model.
[00:20:42] In this governance process, how to
[00:20:44] use long-term social
[00:20:48] stability to promote
[00:20:51] rapid economic development, and be able to continue these two great miracles.
[00:20:54] In this regard, Beijing has explored such a new path
[00:20:58] of governance, enabling everyone to participate, everyone to be responsible, and everyone to enjoy
[00:21:02] a shared governance community to form a new
[00:21:06] model. So this point, I think, is its biggest
[00:21:09] characteristic. Just now, the reporter also touched upon
[00:21:13] and interviewed on this topic, which is the monthly topic. So in fact,
[00:21:17] every month, At this time, through the monthly topic
[00:22:20] meeting, through the grassroots governance formed
[00:22:24] between various districts, and this middle-level management
[00:22:27] and high-level management of this discussion-based
[00:22:31] meeting, we discuss and together elevate
[00:22:34] the problems reflected in these special cases,
[00:22:38] individual cases, into common problems. Through the resolution of common problems,
[00:22:42] we promote the modernization of the governance system and governance capabilities,
[00:22:46] promoting the resolution of this type of problem. Therefore,
[00:22:50] individual cases are elevated to categories,
[00:22:53] and through categories, they are further elevated to general principles, gradually
[00:22:57] transforming the city, the people,
[00:23:00] the common people, the citizens' demands into the government's
[00:23:04] focus. That is, what do the people need? What does the government seek? What kind of governance do the people need? What kind of governance
[00:23:07] does the government provide? Putting the concept of a people's city,
[00:23:11] built by the people, for the people, into practice.
[00:23:15] 念 落 到 失 处
[00:23:16] progress makes the model of receiving and handling
[00:23:50] cases wider and wider. There are also some new problems.
[00:23:54] These new problems arise as the people's
[00:23:57] needs for a better life increase.
[00:24:01] In the process of this increase, some new problems will be raised.
[00:24:05] Only by promoting reforms on the existing foundation
[00:24:09] can these problems be solved. Therefore, the further we go, the more difficult
[00:24:13] the problems we encounter will be. And the more difficult they are, the more they will
[00:24:16] increase the urban governance system.
[00:24:50] Briefly describe
[00:24:51] it.
[00:24:57] Only by combining data and human capabilities, forming this human-computer integrated governance model,
[00:25:00] can we quickly solve the major difficult problems encountered by cities.
[00:25:04] Okay, thank you, Director Zhang. Beijing's
[00:25:08] complaint handling reform has become a calling card for Beijing's governance. But if we look at this problem,
[00:25:11] while making a phone call, it is not only the beginning of solving the problem, but it should also become a key.
[00:25:15] This key opens the door of communication
[00:25:19] between the common people and the government, allowing the demands of the people
[00:25:23] and the feedback from the government to become more and more harmonious.
[00:25:27] So, turning "having a problem, find the government"
[00:25:31] into "everyone works together", transitioning better
[00:25:34] from management to governance.
[00:25:38] Thank you for watching today's program. Goodbye.
[00:25:42] On the banks of Chishui River there is a beautiful
[00:25:45] Langjiu Estate. White wine.
[00:25:49] Qinghualang, Qinghualang,
[00:25:53] Chishuihe Zu'an Estate liquor. Every move
[00:25:56] is with full effort. Every departure.
[00:26:00] Only for the mission,
[00:26:03] must deliver. Entrusting civilization,
[00:26:06] delivering expectations on time, living up to trust. China
[00:26:10] Post. Your dream, my
[00:26:14] dream. The world's dream.
[00:26:17] Our dream, the era's
[00:26:20] dream. Meng Zhi Lan, Meng Liu Jia.
[00:26:24] , 梦 六 家
[00:26:26] In nature's embrace,
[00:26:41] home has ever-changing forms.
[00:26:44] 家 有 着 牵 变 漫 画 的 形 态
[00:26:45] We are all part of nature.
[00:26:50] Nature's bounty should be shared.
[00:26:54] Nature's fairy tale, all things
[00:26:58] are one family.
[00:27:01] Hello, viewers, this is CCTV
[00:27:34] News Channel, 3 AM. Welcome to this news live broadcast.
[00:27:38] The China Association of Automobile Manufacturers announced the latest data on the 12th,
[00:27:42] showing that from January to September this year, my country's new energy vehicle production and sales
[00:27:46] maintained a twofold growth, and the domestic market's resilience continued to show.
[00:27:49] The latest data shows that from January to
[00:27:53] September this year, my country's new energy vehicle production and sales completed 1200 respectively.
[00:27:57] 产 销 量 分 别 完 成 1200 。