接诉即办

Swift response to public complaints

即北京市对自然人、法人或者其他组织提出的涉及本行政区域的咨询、求助、投诉、举报、建议等诉求给予快速响应、高效办理、及时反馈和主动治理的为民服务机制。接诉即办将党建引领的政治优势、组织优势转化为治理优势，以12345市民服务热线及其网络平台为主渠道，通过将群众诉求派单至各责任单位，以响应率、解决率、满意率为考评指标，推动各级党委政府对群众诉求快速响应、快速办理、快速反馈。北京接诉即办经验已被纳入国家“十四五”规划纲要，向全国推广。

This is a mechanism through which Beijing aims to provide efficient and responsive services to the public by proactively and swiftly addressing requests made by individuals, legal entities or other organizations, including inquiries, requests for assistance, complaints, reports of irregularities and suggestions within the administrative purview of Beijing. It fully leverages the political and organizational strength of the Party's leadership and translates it into effective governance. It mainly operates through the 12345 citizen service hotline and its online platform, which directs public requests to the relevant departments for resolution. Evaluation criteria for this mechanism include response rates, resolution rates and satisfaction rates, which incentivize CPC committees and governments at all levels to enhance their responsiveness and effectiveness in handling public requests. Originating in Beijing, this mechanism has been incorporated into China's Outline of the 14th Five-Year Plan for Economic and Social Development and is being replicated nationwide.