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00:02:31Good evening, and welcome to News 1+1, live. In recent years,
00:02:35if you encounter some extremely difficult and troublesome matters in life, calling
00:02:38the 12345 hotline has become a habit for many. Taking Beijing as an example,
00:02:42since 2019, when this citizen hotline
00:02:46was integrated and established, in seven years, it has
00:02:49cumulatively handled nearly 200 million
00:02:53requests. So today, we will focus on what kind of system
00:02:56is 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
00:03:17Municipal Citizen Hotline Service Center.
00:03:21心
00:03:21If you have something to do, calling 2345 has become
00:03:31the first choice for many Beijing citizens to solve problems. Just today, the
00:03:352026 Beijing Complaint Handling Reform Forum officially kicked off.
00:03:39While the guests were discussing and exploring how to strengthen urban governance,
00:03:43the staff of the Beijing Municipal Citizen Hotline Service Center were also busy.
00:03:46It is now around 10 o'clock in the morning,
00:03:50and with the calls coming in, this place has also entered
00:03:54a relatively busy period of the day. Hello, this is the Beijing
00:03:5812345 hotline.
00:04:01Is this the busiest time of the day?
00:04:13Yes, our busiest time for receiving calls is generally concentrated between
00:04:179 am and 11 am, and in the afternoon, it's between
00:04:202 pm and 4 pm. So currently, it's considered
00:04:24a peak period for our call handling. You can see it here.
00:04:28At the scene,
00:05:18we can see a smart assistant station. So I also want to ask, what is the difference between
00:05:22our smart assistant station and a regular station?
00:05:25It can help us intelligently generate work orders and improve our overall
00:05:29processing efficiency. So how much can this efficiency be improved? For example, for a common request,
00:05:33it might have taken me 5 minutes to use the regular system, from receiving the call to dispatching the work order.
00:05:37Now, it only takes two or three minutes.
00:05:41Hello, I am from the Beijing 12345 Citizen
00:06:49Service Hotline callback team.
00:06:52When the public calls, it will
00:06:56reach the Beijing Municipal Citizen Hotline Service Center. It will be transferred here,
00:07:00turned into a work order, and sent to the relevant grassroots functional departments to be resolved.
00:07:04So how do we ensure the efficiency of this process? Next,
00:07:08let's connect with Song Dawei, Deputy Director of the Beijing Municipal Citizen Hotline Service Center.
00:07:11Director Song, just now our reporter said that 9 am to 11 am and 2 pm to 4 pm are
00:07:15peak hours. It's now around 9:40 pm.
00:07:19Is this your off-peak period? What is the current call volume?
00:07:23Yes, it is.
00:07:26Currently, from 9 pm to 10 pm,
00:07:32it is our daily low peak period for incoming calls. During this hour,
00:07:36generally speaking, the call volume is around 2500.
00:07:40At this very moment, we still have
00:07:43230 call handlers on duty providing services.
00:07:46At this very moment, the connection rate is around
00:07:5099%. Today, we have cumulatively handled
00:07:5371,
00:07:5671,000
00:07:58citizen requests. This is the current real-time situation on site.
00:08:01Director Song, whether it's day or night, whether it's peak or off-peak,
00:08:05once a call comes in here, how do you ensure the subsequent process?
00:08:09so that the work order can be dispatched
00:09:12to the correct handling unit as soon as possible.
00:09:16Half, which means efficient handling.
00:09:20We currently divide different requests into
00:09:23two hours, 24 hours,
00:09:26seven days, and 15 days for handling. At the same time,
00:09:30various handling units have also developed many handling methods,
00:09:34such as, the first to receive is responsible for handling,
00:09:38the one who reports the least handles,
00:09:41collective response handles, supervision follows up, everyone discusses and handles, and so on.
00:09:44This is on handling. On fairness, the main thing is to be
00:09:48fair, objective, and reasonable. So
00:09:52for every request, as long as it's handled, we will follow up with the citizens,
00:09:56and calculate the performance of a handling unit based on the response, resolution, and satisfaction rates.
00:10:00In short, this receiving, dispatching, handling, and evaluating
00:10:03reflects the closed-loop management of Beijing's 12345 hotline
00:10:07service, and also reflects Beijing's
00:10:11hotline service, Beijing's urban governance,
00:10:15this agile governance model. Director Song, from this
00:10:18center, from 2019 to now, in seven years,
00:10:22the number of requests received is platform. At the same time,
00:12:55we have also opened a multi-language service
00:12:59section, a sign language service section, and also
00:13:02services for the elderly and disabled. All these methods are to ensure
00:13:06that citizens' requests are received, so that every citizen can find
00:13:10a service method that suits them, to improve the experience
00:13:14of responding to requests. Okay, thank you very much
00:13:18Director Song for bringing us these analyses and introductions. Next,
00:13:22we will focus on how Beijing, as a super-large city,
00:13:26explores urban governance
00:13:28through the handling of the 12345 citizen hotline.
00:13:32Let's continue to pay attention.
00:13:36How to drive the governance of super-large cities
00:13:38with citizens' demands. Based on last year's 12345 livelihood big data analysis,
00:13:42according to the high-frequency and common difficult problems where citizens' demands are concentrated,
00:13:46select those that require unified city-level
00:13:50coordination.
00:13:54At the beginning of the year, a unified deployment will be made, and then it will be rolled out.
00:14:16What is the theme of this month? This month's theme is to solve the problem of food safety
00:14:20for takeout. In Beijing's Changping District, the landing of the country's first
00:14:23large-scale composite motorized three-dimensional parking garage
00:14:27is also a vivid example of handling complaints
00:14:31transitioning to proactive governance. In 2021, complaints
00:14:35started to emerge throughout the year. Between 2022 and
00:14:392023, there were about 30 complaint cases each year. In
00:14:432024, it reached its peak, with a total of 88 complaints received throughout the year.
00:14:46Shahe Station is an important subway station
00:14:50in Beijing's Changping District. During peak hours, the passenger flow entering the station ranks
00:14:54among the top in Beijing's subway system.
00:15:25How to manage this last mile of chaotic connection? In 2024,
00:15:29Shahe Town began to study how to break the deadlock, from installing guardrails
00:15:32and setting up passages to demarcating parking areas and adding temporary parking spaces.
00:15:36位 , 怎 么
00:16:21A 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
00:16:25drawings one by one. Construction began in October 2025. On March
00:16:2931st this year, the parking garage was officially put into use. The parking garage covers an area of
00:16:334,500 square meters and can accommodate four floors of non-motorized vehicles.
00:16:37Let's connect with
00:17:28Director Zhang Yi of the Capital Governance Research Institute of the Chinese Academy of Social Sciences. Director Zhang, first of all,
00:17:31Beijing's 12345 citizen service hotline.
00:17:35Beijing citizens also have
00:18:19particularly important is to evaluate the government's handling ability
00:18:22and handling quality based on the quality of the single. The third aspect
00:18:26is to closely integrate the people's participation
00:18:30with government actions, transforming the people's will into
00:18:34government practice. Therefore, in this interactive process,
00:18:38it has promoted the modernization of urban governance systems and governance
00:18:41capabilities, taking the modernization of governance
00:18:45a big step forward. These three aspects, I believe,
00:18:49are what make the 12345 hotline different from other hotlines.
00:18:52Well, Beijing citizens have
00:18:56other channels.
00:19:00So when we pay attention to 12345,
00:19:02not only Beijing has it, many cities have it. So, compared to other cities,
00:19:06what are the core characteristics it exhibits in using
00:19:1012345? And can the experience summarized
00:19:14through such a core characteristic be promoted and
00:19:18replicated in more other super-large cities?
00:19:22It also has these three characteristics.
00:19:25The first characteristic is mainly about handling, so in the process of urban governance,
00:19:29handling
00:19:33a standard for promoting the modernization of urban governance systems
00:20:07and governance capabilities. The second aspect
00:20:11is mainly through self-handling
00:20:15to carry out reforms, which means to gradually
00:20:19promote the common problems through reforms,
00:20:23forming a model of preemptive handling,
00:20:27that is, gradually making the urban governance system
00:20:30adapt to our transition from the stage of
00:20:34comprehensively building a moderately prosperous society to the stage of
00:20:38basically building a modernized socialist country's governance model.
00:20:42In this governance process, how to
00:20:44use long-term social
00:20:48stability to promote
00:20:51rapid economic development, and be able to continue these two great miracles.
00:20:54In this regard, Beijing has explored such a new path
00:20:58of governance, enabling everyone to participate, everyone to be responsible, and everyone to enjoy
00:21:02a shared governance community to form a new
00:21:06model. So this point, I think, is its biggest
00:21:09characteristic. Just now, the reporter also touched upon
00:21:13and interviewed on this topic, which is the monthly topic. So in fact,
00:21:17every month, At this time, through the monthly topic
00:22:20meeting, through the grassroots governance formed
00:22:24between various districts, and this middle-level management
00:22:27and high-level management of this discussion-based
00:22:31meeting, we discuss and together elevate
00:22:34the problems reflected in these special cases,
00:22:38individual cases, into common problems. Through the resolution of common problems,
00:22:42we promote the modernization of the governance system and governance capabilities,
00:22:46promoting the resolution of this type of problem. Therefore,
00:22:50individual cases are elevated to categories,
00:22:53and through categories, they are further elevated to general principles, gradually
00:22:57transforming the city, the people,
00:23:00the common people, the citizens' demands into the government's
00:23:04focus. That is, what do the people need? What does the government seek? What kind of governance do the people need? What kind of governance
00:23:07does the government provide? Putting the concept of a people's city,
00:23:11built by the people, for the people, into practice.
00:23:15念 落 到 失 处
00:23:16progress makes the model of receiving and handling
00:23:50cases wider and wider. There are also some new problems.
00:23:54These new problems arise as the people's
00:23:57needs for a better life increase.
00:24:01In the process of this increase, some new problems will be raised.
00:24:05Only by promoting reforms on the existing foundation
00:24:09can these problems be solved. Therefore, the further we go, the more difficult
00:24:13the problems we encounter will be. And the more difficult they are, the more they will
00:24:16increase the urban governance system.
00:24:50Briefly describe
00:24:51it.
00:24:57Only by combining data and human capabilities, forming this human-computer integrated governance model,
00:25:00can we quickly solve the major difficult problems encountered by cities.
00:25:04Okay, thank you, Director Zhang. Beijing's
00:25:08complaint handling reform has become a calling card for Beijing's governance. But if we look at this problem,
00:25:11while making a phone call, it is not only the beginning of solving the problem, but it should also become a key.
00:25:15This key opens the door of communication
00:25:19between the common people and the government, allowing the demands of the people
00:25:23and the feedback from the government to become more and more harmonious.
00:25:27So, turning "having a problem, find the government"
00:25:31into "everyone works together", transitioning better
00:25:34from management to governance.
00:25:38Thank you for watching today's program. Goodbye.
00:25:42On the banks of Chishui River there is a beautiful
00:25:45Langjiu Estate. White wine.
00:25:49Qinghualang, Qinghualang,
00:25:53Chishuihe Zu'an Estate liquor. Every move
00:25:56is with full effort. Every departure.
00:26:00Only for the mission,
00:26:03must deliver. Entrusting civilization,
00:26:06delivering expectations on time, living up to trust. China
00:26:10Post. Your dream, my
00:26:14dream. The world's dream.
00:26:17Our dream, the era's
00:26:20dream. Meng Zhi Lan, Meng Liu Jia.
00:26:24, 梦 六 家
00:26:26In nature's embrace,
00:26:41home has ever-changing forms.
00:26:44家 有 着 牵 变 漫 画 的 形 态
00:26:45We are all part of nature.
00:26:50Nature's bounty should be shared.
00:26:54Nature's fairy tale, all things
00:26:58are one family.
00:27:01Hello, viewers, this is CCTV
00:27:34News Channel, 3 AM. Welcome to this news live broadcast.
00:27:38The China Association of Automobile Manufacturers announced the latest data on the 12th,
00:27:42showing that from January to September this year, my country's new energy vehicle production and sales
00:27:46maintained a twofold growth, and the domestic market's resilience continued to show.
00:27:49The latest data shows that from January to
00:27:53September 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 。