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china news service, beijing, august 29 (reporter zhu he) "i didn't understand the functions of the citizen hotline and its process of reflecting public opinion and solving problems before, but this time i have a direct understanding of it." on the afternoon of august 28, after listening to the connection process of the beijing 12345 citizen hotline operator, taiwan teacher zong renwen of chongqing university of city science and technology said with emotion.

on the same day, nearly 30 taiwanese teachers from mainland china who were participating in a training activity on the theme of integrated development in beijing came to the beijing citizen hotline service center in yizhuang economic development zone to learn about the development history of the hotline and beijing's immediate complaint handling work.

beijing's 12345 citizen hotline has a history of more than 30 years. from the establishment of the "mayor's phone" in 1987 with only one line and three operators, to now with 750 seats and more than 1,700 operators, it has realized multi-channel comprehensive services such as telephone, internet, wechat, and weibo. since 2019, beijing has implemented the reform of handling complaints immediately with this hotline and its online platform as the main channels, solving many urgent problems that the people are worried about.

as of 4 p.m., the service center received more than 50,000 complaints from citizens, nearly 20,000 of which were resolved, and zero of them were overdue... entering the comprehensive reception and dispatch hall, the numbers in the hotline big data analysis system were constantly updated, and the taiwanese teachers learned about the functional design and actual application of the system. categorizing the problems reported by citizens, it can be seen that market management, housing, social training institutions and other related issues are at the forefront. "the service hotline breaks down citizens' problems into sub-items, and each one is implemented. through this small incision, we can see the mainland's people-oriented urban governance concept." zong renwen said.

in the hotline call center, wang mengyun, associate professor at the school of politics and public administration of guangxi normal university, listened to a call requesting assistance in changing the address of a movie ticket. the operator spoke in a gentle voice and helped the citizen find a solution.

"this job may seem simple, but it is not easy. it not only tests professionalism and patience, but also requires collaboration among many departments." wang mengyun was deeply touched when she first learned about the work of a citizen hotline operator. "there is no small matter in serving citizens. a small phone call carries the well-being of the people."

in the call center, calls were heard one after another; walking along the corridor, banners were written one after another, telling people's joy after their difficulties were solved. the service promise of the beijing citizens hotline - "do one thing well, warm one heart; do thousands of things well, warm a city" is imprinted in the mind of pan boyan, a full-time teacher at guangxi yulin normal university. he said that the hotline has shortened the distance between the people and the government, and the happiness and sense of gain of the people are often reflected in these "critical little things." (end)

(china news network)