编者按

为帮助国际社会和在京外国机构、外籍人士更好理解北京市高质量发展的重要举措和成效，市委外办市政府外办从北京市《政府工作报告》配套名词解释中精心选取年度政策热词，并联合北京第二外国语学院、北京市翻译协会等共同确定权威英文译法，推出“读懂北京”政务名词翻译系列。

接诉即办

是指本市对自然人、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，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。

Swift Response to Public Complaints

This is a mechanism through which Beijing aims to provide efficient services to the public by proactively and swiftly addressing issues within its administrative purview raised by individuals, legal entities, or other organizations. These issues may include inquiries, requests for assistance, complaints, reports on misconducts and suggestions. The mechanism fully leverages the political and organizational strength of the Party’s leadership and translates it into effective governance. It mainly operates through the 12345 public service hotline and its online platform, which directs public requests to the relevant departments. Performance is evaluated based on response rate, resolution rate and satisfaction rate, and this encourages Party committees and governments at all levels to swiftly and effectively respond to and handle public complaints, and provide timely feedback.