Google Cloud Speech-to-Text API (Chirp) + Gemini 2.5 Flash Non-Thinking. Treat it as a searchable index of what was broadcast, not a quotation record.
00:00:00Goodbye, goodbye.
00:00:33How does a hotline connect the cold and warm of people's livelihoods? Hello, this
00:00:37is the Beijing 12345 Citizen Service Hotline. What help do you need?
00:00:40Abnormal reform, how to drive urban governance?
00:00:44This is a great challenge for us to manage the city.
00:00:48It's a huge challenge.
00:00:49。
00:00:56It has also attracted widespread attention from the international academic community.
00:01:12A reform driven by people's livelihood demands.
00:01:15。
00:01:24Do you know about the 12345 Citizen Service Hotline? Yes, I do.
00:01:28I do.
00:02:48So, taking Beijing as an example, since the integration and establishment of such a citizen hotline
00:02:52in 2019, in seven years, it has cumulatively
00:02:56handled nearly 200 million requests.
00:02:59So, today we will focus on what kind of mechanism
00:03:03is behind the efficient operation from timely response
00:03:07to proactive handling, from solving one problem
00:03:11to solving a class of problems.
00:03:15So, what kind of exploration has Beijing carried out on the road
00:03:18of governing super large cities? First, let's enter the Beijing Municipal Citizen
00:03:22Hotline Service Center.
00:03:25心
00:03:28。
00:03:36Calling 12345 has become the first choice for many Beijing citizens to solve problems.
00:03:36E2345已經成為不少北市民解決難題的第一選擇
00:03:41Just today, the 2026 Beijing Reform Forum officially kicked off.
00:03:45While 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,
00:04:30it is considered a peak period for our classification line. So, here you can
00:04:34see that this is the total number of cases we have received so far today, which is about
00:04:3710,000 cases. So, what are the main problems that everyone is reporting at this stage?
00:04:41Recently, we have mainly focused on network transaction related requests
00:04:45in market management, which account for a relatively
00:04:49large proportion.
00:04:50。
00:05:42From the shop to the dispatch of this public order, it can now be solved in two or three
00:05:46minutes.
00:05:47。
00:05:54Just this morning, we also received a call from a Beijing citizen. The problem he reported
00:05:58was about pruning tree branches on the road.
00:06:01So I want to ask, after we receive such a public order, how
00:06:05will we handle it next? It's like this. For some relatively
00:06:09simple problems that can be coordinated and handled by streets and towns, we will.
00:06:42We will send the order to Daxing District, and Daxing District will carry out the work.
00:06:44。
00:06:53Hello, I am a callback staff member of the Beijing 12345 Citizen Service Hotline. May I ask if this
00:06:57is Mr. Li?
00:07:01After the public makes a call, the calls are collected by the Beijing Municipal Citizen Hotline Service Center.
00:07:05They are transferred here and become public orders that are sent to the corresponding
00:07:08grassroots functional departments for resolution. So, how do we ensure
00:07:18that? 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
00:07:22hours. Now it is around 9:40 pm,
00:07:26so it should be a low period for you. What is the current
00:07:30volume?
00:07:31?
00:07:36Yes. Now, from 9 pm to 10 pm is our daily low period for calls.
00:07:40In this hour,
00:08:06Director Song, whether it's day or night, whether it's a peak or a low period, once a call is connected here,
00:08:12how do you ensure the efficiency of the subsequent process
00:08:16to better meet the needs
00:08:20of the caller?
00:08:22。
00:08:26Okay, our citizen service hotline
00:08:30focuses on four aspects, namely receiving,
00:08:33assigning, handling, and evaluating. Receiving
00:08:36means our unified acceptance, and full reception.
00:08:40We have integrated 64.
00:09:12or a certain area is attributed to the responsibilities of this department,
00:09:16so that this public order can be assigned to the correct
00:09:19handling unit as soon as possible.
00:09:23Handling means efficient handling.
00:09:26We currently divide different requests
00:09:29into two hours, 24 hours, seven days, and 15 days
00:09:32for handling. At the same time,
00:09:36various handling methods have also been formed
00:09:40among the handling units, such as the first street responsible
00:09:43for handling, reporting less, providing
00:09:47responsive handling, supervising and completing handling, everyone discussing
00:09:51and handling, and so on. In terms of evaluation, the main thing is to be
00:09:55objective and reasonable. So, for each request,
00:09:58we will follow up with the citizen after it has been handled,
00:10:02and calculate the performance of the handling unit
00:10:06based on response, resolution, and satisfaction rates.
00:10:10In short, the receiving, assigning, handling, and evaluating system
00:10:55The number of requests in one year is 7 million. In 2025,
00:10:59last year's data was 25.8 million, so the growth is very fast.
00:11:03。
00:11:07Relatively speaking, it is growing. So, new requests include
00:11:10those related to our current platform economy, new business forms, urban renewal,
00:11:14and so on. So the changes are quite obvious.
00:11:18In view of this situation, we have also carried out
00:11:21some reforms on the hotline itself. We call it digital.
00:12:55Not only on the telephone channel, but also on the online channel. As I just mentioned, there are
00:12:5820 online platforms. At the same time, we have also opened
00:13:02dedicated services for multi-language services
00:13:06and sign language services, including services for the elderly and people with disabilities.
00:13:09All these methods are to ensure that citizens' requests
00:13:13are received, so that every citizen can find a service method
00:13:17that suits them, to improve the experience
00:13:21of responding to requests. Okay, thank you very much, Director Song, for bringing us these analyses.
00:13:45Let's continue to pay attention to how to drive the governance of super large cities with citizens' requests. Based on the analysis
00:13:49of the 12345 livelihood big data last year, according to the high frequency
00:13:53of citizens' concentrated requests.
00:16:08In front of the parking lot for non-motorized vehicles, Shahe Town
00:16:12distributed questionnaires to more than 1,200 citizens
00:16:16at the subway station. Together with the feedback from the 12345 hotline,
00:16:19a total of more than 700 suggestions were collected. Overall, the public
00:16:23was most concerned about three things: safety, convenience, and whether
00:16:27to charge a fee. These suggestions were later incorporated into
00:16:30Construction began in October 2025, and the parking lot was officially put into use
00:16:34on March 31st this year. The parking lot covers
00:18:24What is particularly important is to evaluate the government's handling capacity and quality
00:18:28based on the quality of the single order. The third
00:18:32aspect is to closely integrate people's participation
00:18:36with government actions, and transform people's will
00:18:40into government actions. Therefore, in this interactive process,
00:18:44it promotes the modernization of urban governance systems and capabilities,
00:18:47making a big step forward in the modernization of governance.
00:18:51These three aspects, I think,
00:18:55are the differences between the 12345 hotline
00:18:59and other hotlines. This is for Beijing citizens.
00:19:02They have other channels. So, the difference shown by 12345.
00:19:06同 。
00:20:51long-term stability of society, promoting
00:20:55the rapid economic development, and being able to continue these two
00:20:59great miracles. In this regard, Beijing has explored a new
00:21:02path of governance, enabling everyone to participate, everyone to take responsibility,
00:21:06and forming a new model of shared
00:21:10governance community. So, I think this
00:21:13is his biggest feature. The reporter just touched upon
00:21:17it in the interview.
00:23:50can accelerate the solution of long-standing problems,
00:23:53and make the road of the closed and integrated model
00:23:57wider and wider. There are also some new problems.
00:24:01These new problems arise as people's demand
00:24:04for a better life increases. In this process
00:24:08of improvement, some new problems will be raised.
00:24:12Only by promoting reforms on the existing basis can these problems
00:24:16be solved. So, the further we go, the more difficult the problems will be.
00:25:20It is a beginning, and at the same time, it should also be a key. This key opens
00:25:24the door of communication between the common people and the government,
00:25:28allowing the needs of the people and the feedback
00:25:32from the government to become more and more harmonious.
00:25:35So, let's also change "If you have something, go to the government"
00:25:39into "everyone works together", transitioning from management
00:25:43to better governance. Thank you for watching today's program. Goodbye.
00:25:46。
00:26:07Every shot is a powerful shot. Every departure.
00:26:10Hand over civilization and contact. Deliver expectations accurately.
00:26:14Do not betray trust. China Post.
00:26:17Your dream. My dream.
00:26:21The world's dream. Our dream.
00:26:24The dream of the times. Dream of Orchid.
00:26:27Dream of Six Families.
00:26:31。
00:30:32。
00:30:37In response to the attack on Saudi airspace, Houthi armed forces attacked targets
00:30:41in Saudi cities. The Saudi Civil Aviation Authority announced today that it will continue to suspend
00:30:45operations at Riyadh International Airport. British media revealed
00:30:49that the United States threatened to cut off weapons supply and intelligence sharing
00:30:53to Ukraine. In a Q&A session, what support has the United States
00:30:57previously provided to Ukraine? If support is cut off, what impact will it have on the situation?