【识北京——市民讲外语公益讲座】第三期：政务服务热线的外语服务_市民讲外语

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从8月6日开始我们为大家带来北京市人民政府外事办公室与北京广播电视台外语广播联合推出的《识北京（IN Beijing）——市民讲外语公益讲座》。讲座邀请北京广播电视台外语广播富有外语教学经验的主持人、外语专家为你解读《北京市国际交往语言环境建设条例》，展示北京国际交往语言环境建设最新成果，和你一起学英语、讲英语。节目播出时间：每周六/周日12:00-12:30、16:30-17:00

识北京——市民讲外语公益讲座（第三期）

《北京市国际交往语言环境建设条例》介绍

《北京市国际交往语言环境建设条例》，是全国首部针对国际交往语言环境建设领域的地方性法规。《条例》的主要内容包括公共服务领域外语便利化、规范外语标识和促进社会参与三部分。

The Regulations of Beijing Municipality on Improving Language Environment for International Exchanges is the first local regulations on improving international language environment. It covers three areas, i.e. foreign language facilitation in public services, standardization of foreign language signage, and public engagement.

《条例》的出台是为了从多个方面促进北京国际交往语言环境建设水平的提升，助推北京形成全方位、多层次、宽领域的对外开放新格局，更好地服务首都高水平开放、高质量发展。

The Regulations aim to improve Beijing's foreign language environment for international exchanges, facilitate all-round opening up and boost the city's quality development.

政务服务热线的外语便利化服务介绍

今天，作为政务服务单元的第三个部分，我们要和大家聊一聊市民服务热线和紧急服务热线的外语服务。

Today, we will have a discussion on foreign language services related to the government service hotlines as the third part of the government service unit.

《条例》规定，市民服务热线和紧急服务热线为确有需要的人提供必要的外语翻译服务，方便其获取信息和相关服务。同时要求要引导和支持高校等为热线提供外语翻译志愿服务。

As stipulated in the Regulations, government service hotlines shall provide foreign language services to those in need to promote access to relevant information and services. Appropriate measures shall be taken to encourage university students to provide interpretation services as volunteers.

最繁忙的政务服务热线当数12345热线。据悉，2019至2021年年底，北京12345热线共受理市民诉求3134万件，其中，通过电话反映诉求共2886万件，占比 92.1%；2022年上半年，12345热线受理群众和企业来电达2252.7万件。

The busiest service hotline in Beijing might be the 12345 hotline. It is reported that from 2019 to 2021, a total of 31.34 million appeals were received, of which 28.86 million were made by telephone, accounting for 92.1 percent. In the first half of 2022, a total of 22.527 million calls to the 12345 hotline were made by enterprises and residents in Beijing.

实际上，不仅仅是北京市民可以通过12345投诉和反映问题，在京的外国友人遇到需要咨询或投诉解决的事项，也可以给12345打电话。当然外国友人如果遇到需要报警、急救或火警等紧急情况，也可以直接给110、120和119拨打电话。

In fact, calls to 12345 might be made by foreigners in Beijing. Because foreigners, speaking Chinese or not, can also call 12345 if they need help. They can also call 110 for police, 120 for medical emergency or 119 for fire warning when necessary.

给这些热线拨打电话时，完全不需要担心语言沟通的问题，因为在市政府的支持下，目前，我市的12345热线和110、119、120等紧急热线都可以提供8个语种的免费电话翻译服务，其中英语翻译是24小时服务，其他7个语种法、德、西、俄、阿、日、韩均为8小时服务。

They don’t have to worry about language barriers when calling. With support from the municipal government, the above-mentioned hotlines provide free multilingual telephone interpretation services, including English (7×24), French, German, Spanish, Russian, Arabic, Japanese and Korean（8 hours each day）.

为在京外国友人提供热线外语便利化服务的实际上是北京外国语大学多语言服务中心的大学生志愿者们。

The interpretation services are privided by volunteer students from the Multilingual Service Center of Beijing Foreign Studies University.

2022年上半年，共计为近400通电话提供翻译服务，为在京外籍人士获取公共服务提供有力支撑。

In the first half of 2022, interpretation services are provided to nearly 400 telephone calls, greatly promoting the availability of public services to foreigners in Beijing.

值得一提的是，多语言服务中心的志愿服务涵盖了我市国际交往语言环境建设的三个重要方面：公共服务外语便利化、公共场所外语标识规范以及社会参与。

It is worth noting that the volunteer service of the Multilingual Service Center covers all three important areas of Beijing’s efforts to improve its international language environment, namely, foreign language facilitation in public services, standardization of foreign language signage, and public engagement.

因为除了电话翻译服务外，多语言服务中心的志愿者还积极参与外语标识核查、纠错等活动。

Because, in addition to telephone interpretation services, volunteers from the center also actively take part in verification and correction of foreign language signs across the city.

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