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How does Beijing meet the diverse needs of its 21 million residents? The 12345 hotline is a 24/7 service offering help in eight languages, including English.
北京如何满足2100万居民的多样化需求？12345热线是全时段服务，提供包括英语在内的8种语言的帮助。
Ahead of the Beijing Forum on Swift Response to Public Complaints on December 18th, let's see how it works and why it's effective.
在12月18日北京接诉即办改革论坛之前，让我们看看它是如何工作的，以及它为什么有效。
We aim to provide assistance to people in Beijing by answer phone calls and dispatching issues to the function department.
我们的目标是通过接听电话和将问题分派给职能部门来为北京人民提供帮助。
Once our operator received a call from the foreigners, and we will transfer the call to our English operators, just like me. And we can answer the phone and resolve this problem.
一旦我们的接线员接到外国人的电话，我们会将电话转接给我们的英语接线员，比如我。我们可以接听电话并解决这个问题。
Maybe they are lost in Beijing, they called us to ask for directions. Or maybe they travel here, they ask for the operation time of the parks.
也许他们在北京迷路了，他们打电话问路。或者他们来这里旅游，他们询问公园的开放时间。
Of course, they have something like public service problems like water shortage or power outage. In this year till now, we have already received about 403 phone calls.
当然，也有一些公共服务问题，比如缺水或停电。今年到目前为止，我们已经接到了大约403个电话。
As the center continues to refine and enhance the mechanism, it actively pinpoints the most pricing difficulties based on big data analysis and a systematic understanding of citizen demands and has tackled a wide array of public requests with precise measures.
随着机制的不断完善，中心积极利用大数据分析系统掌握市民诉求，找出市民“急难愁盼”问题，对各类民生诉求进行了精准处理。
We set up four emergency levels for dealing with different situations.
针对不同情况，我们设置了四个应急等级。
For some emergency ones, we deal it within 2 hours. And for general ones, we deal it within 15 days.
对于一些紧急事项，我们在2小时内处理，对于一般事项，我们在15天内处理。
And I still remember the lady just called us several months ago. It called us because she's maternity subsidy.
我还记得几个月前有位女士给我们打过电话，诉求是生育补贴。
She apply for this but she didn't get it for quite a long time, so she turned us for help.
她申请了，但很长时间没拿到，所以她向我们求助。
It turns out the company she worked for misspelled her name, so the banking system could not process her application.
原来是她所在的公司拼错了她的名字，银行系统无法处理她的申请。
Several days later we call her back. She told us the problem solved.
几天后我们给她回电话，她告诉我们问题解决了。
In the past 5 years, Beijing has processed over 150 million public complaints. The resolution rate and satisfaction rate have reached 96.5 and 96.9% respectively.
过去5年，北京共受理了1.5亿多件民生投诉，解决率和满意率分别达到96.5%和96.9%。
