My City, My Home: Chinese government's service hotline harnesses big data for proactive resolution of residents' issues
我的城市，我的家：中国政府服务热线借助大数据主动解决问题
One two three four five, that's the number to call in China if you've got complaints with living issues. The government service hotline has harnessed big data to ensure a service so intelligent, it can anticipate what problems are likely to happen and enable proactive responses. CGTN's Hu Chao has more.
在中国，遇到生活问题的投诉可以拨打这个号码：12345。政府服务热线利用大数据，确保了服务的足够智能，能够预测可能出现的问题并采取主动响应措施。CGTN的胡超为您带来详细报道。
全年365天、每天24小时，有超过150名接线员随时接听电话。
This is the 12345 government service hotline center in Jinzhong City, northern China's Shanxi Province.
这里是位于中国北部山西省的晋中市12345政府服务热线中心。
冬季，城市供暖相关的投诉有所增加。
LI MEIJUAN Operator, Jinzhong City 12345 Government Service Hotline "It's the season for heating supply complaints. Recently, we've received more than 100 complaints a day on average."
李美娟（晋中市12345政府服务热线接线员）：“现在正是供暖投诉的高峰期。最近，我们平均每天会接到100多起投诉。”
然而，热线中心主任刘晓峰表示，与去年相比，供暖方面的投诉减少了近60%。
And that is credited to the implementation of the "proactive resolution", or "addressing issues before they transpire mechanism."
这一成效归功于“主动解决问题”机制，即在问题发生前就予以解决。
HU CHAO Jinzhong City, Shanxi Province "The concept of 'proactive resolution' relies on this 'smart brain.' It's an intelligent system that gathers and analyzes all telephone inquiry data. By comparing the data with that of previous years, the system can show what issues are likely to arise in the future. This enables proactive measures to be taken."
胡超（山西晋中报道）：“‘主动解决问题’的理念依赖于我们的‘智能大脑’。这是一个智能系统，能够收集和分析所有电话咨询数据。系统通过对比往年的数据，预测未来可能出现的问题，从而让我们采取主动措施。”
Liu says the system started to operate in June but can process all past telephone inquiry data.
刘晓峰指出，该系统自6月份起投入使用，却能够处理所有过往的电话咨询数据。
It's also connected to the municipal government data center.
此外，该系统还与市政府数据中心相连。
Key officials can also monitor and supervise issue resolution processes in real-time through a mobile program.
工作人员还可以通过移动应用程序实时监控和监督问题的解决过程。
LIU XIAOFENG Director, Jinzhong City 12345 Government Service Hotline "The system's analysis revealed that heating supply was the most common complaint last year, mainly due to prolonged outages caused by main pipeline failures. This year, we collaborated with relevant departments to address these issues, and in August, the city launched extensive repairs on critical heating pipelines. As a result, heating complaints have dropped significantly this winter. We've received over 400 calls praising these efforts."
刘晓峰（晋中市12345政府服务热线主任）：“系统分析显示，去年的主要投诉来自供暖问题，主要原因是主管道故障导致的长时间停暖。今年，我们与相关部门合作解决这些问题，并在8月份对该市的关键供暖管道进行了大规模维修。因此，今年冬天的供暖投诉显著减少。我们已经接到了400多个来电，对我们做出的努力表示赞扬。”
For critical services like heating, gas, and water supply, special operators have been arranged to speak to suppliers directly for a quick response.
对于供暖、燃气和水供应等关键服务，热线中心安排了专门的接线员直接与供应商联系，以便迅速回应。
Many residents are satisfied with their work.
许多居民对他们的工作表示满意。
WANG CHUNSHENG Resident, Jinzhong City "My home temperature was only around 15 degrees Celsius, so I called the hotline. The heating supplier soon arrived and repaired the pipes. My home soon warmed up."
王春生（晋中市居民）：“我家温度只有大约15摄氏度，所以我拨打了热线电话。供暖供应商很快就到了并修好了管道。家里很快就暖和起来了。”
The hotline center adopts a "prompt resolution" approach to all complaints.
热线中心对所有投诉采取“迅速解决”策略。
LIU XIAOFENG Director, Jinzhong City 12345 Government Service Hotline "General issues should be addressed within 12 hours, with follow-up satisfaction surveys completed within four working days."
刘晓峰（晋中市12345政府服务热线主任）：“一般问题应在12小时内解决，并在四个工作日内完成后续的满意度调查。”
Many grateful residents and migrant workers have presented the center with banners of appreciation. Looking ahead, Liu emphasized the center's focus on leveraging the intelligent platform and refining the rapid response mechanism to enhance public satisfaction with government services.
许多感激的居民和外来务工人员向中心赠送了感谢横幅。展望未来，刘晓峰强调，中心将继续利用智能平台并优化快速响应机制，以提高公众对政府服务的满意度。
Hu Chao, CGTN, Shanxi Province.
胡超，CGTN，山西省
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