12345, this phone is really "not good to answer"

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Experience Official Notes:

The phone calls came one after another, and the whole time I was so nervous that I didn't dare to breathe

Beijing News reporter Pei Jianfei Jing Ruyue Zhou Bohua video report Editor Liu Mengjie Proofreader Wu Xingfa

At 5 p.m., the Beijing 12345 Citizen Service Call Center continued to ring the phone ringing and the operator's inquiries, and I sat in front of the computer and breathed a long sigh of relief.

This time in "City Experience Officer", the new task I received was to be the operator of 12345 for half a day. Frankly, my initial thought was: How hard is this? But when I actually experienced it, I realized that this seemingly simple phone call was really "not easy to answer".

The operator who took me through the experience, Liu Huan, is the on-site acceptance team leader of the Beijing 12345 Citizen Service Hotline Center, and she has been engaged in this job for 7 years, and she can be called a "veteran" on this hotline.

After listening to a few phone calls with her, I couldn't wait to say that I also wanted to try to answer calls from the public. However, because I was the first to come back to experience and inexperienced, I regretted not being able to receive the call in person. However, it is still okay to start a fight, and the main work I was assigned to do was to follow Liu Huan' side, record the demands of the callers, and complete the filling in of the work order and the transfer of related information.

Under the guidance and help of Liu Huan, while listening to the phone, I quickly typed the keylogging to record the citizens' appeals, and filled in more than ten items such as the title of the work order, the caller, the contact number, the appeal category, the matter classification, the unit involved in the matter, and the problem description on the page that accepted the work order. When encountering citizen consultation calls, it is also necessary to find the relevant response caliber in the shortest possible time, and even find out specific operation methods to remotely guide citizens to solve problems.

Often this hotline has just been processed, and the next one has come again. The whole process is operated down, so nervous that the atmosphere does not dare to breathe, for fear of deviations and omissions in the record.

In fact, since the outbreak of the epidemic, the Beijing 12345 hotline has undertaken a lot of epidemic prevention-related consultation tasks, from the very beginning of "where can we meet nucleic acid testing, how long can we get results", to the later "whether there is an adjustment to the policy of entering and leaving Beijing" and "how to correct the abnormal state of the health treasure". For these problems that are closely related to life, the public hopes to be solved as soon as possible through the 12345 hotline.

In September this year, the "Regulations on the Work of Handling Lawsuits as Soon as They Are Received" was deliberated and approved by the Standing Committee of the Beijing Municipal People's Congress, which means that there is a legal guarantee for the work of "handling lawsuits as soon as they are received" in Beijing. As a "link" between the government and the citizens, the operators of 12345 need to patiently answer every call, record the citizens' demands in detail, and do their best to do every "big thing and small feeling" reflected by the citizens.

On the wall of the 12345 Citizen Service Call Center in Beijing, there are many banners of self-encouragement for operators, two of which impressed me the most. One of them reads "Do a good job, warm a person", and the other one hanging not far away reads "Do a good job, warm a city".

As these two banners say, only by treating the "small things" of thousands of citizens as "big things" can we make the city warmer and the people living here feel its warmth.