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E-mail China.org.cn, December 13, 2024
Beijing's 12345 hotline has processed more than 150 million inquiries and complaints since 2019, handling requests from the city's 22 million residents and growing number of foreign visitors, municipal officials said Wednesday.
The Chinese capital launched its "swift response to public complaints" reform in 2019, a mechanism designed to provide efficient and responsive services for the public through the Beijing 12345 Citizen Hotline Service Center and its online platform.
The Beijing Municipal Administrative Center, Dec. 11, 2024. [Photo by Chen Xinyan/China.org.cn]
Shen Binhua, deputy secretary-general of the Beijing Municipal People's Government, said at a recent press conference ahead of the Beijing Forum on Swift Response to Public Complaints, that the 12345 hotline has achieved a 97% resolution and satisfaction rate.
The service has expanded significantly over the past six years.
The center now employs more than 1,700 operators and offers comprehensive services via phone, its website, WeChat and Weibo. The center even features a data analysis system that displays real-time inquiries and complaints on a large screen.
A large screen presents real-time data at the Beijing 12345 Citizen Hotline Service Center, Dec. 11, 2024. [Photo by Chen Xinyan/China.org.cn]
As China expands its 144-hour visa-free policy, Beijing has seen an increase in international visitors. To accommodate this growth, the center has hired multilingual operators and partnered with Beijing Foreign Studies University volunteers to provide enhanced language support.
A multilingual operator provides service for a foreign visitor, Dec. 11, 2024. [Photo by Chen Xinyan/China.org.cn]
"In recent years, Beijing has increasingly embraced global engagement, drawing more foreign visitors," said Feng Yingyi, deputy director of the Beijing 12345 Citizen Hotline Service Center. "The 12345 hotline stands ready to offer guidance for their travels in China, and we encourage feedback about any inconveniences they encounter."
"Our commitment is to deliver the finest travel experience through our exceptional services," Feng added.
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