Handling a Complaint upon Receipt

by Li Zhuoxi

Chinas National Language Resources Monitoring and Research Center recently unveiled its list of the top 10 media buzzwords of 2019. On the list was “handling a complaint upon receipt.”

The phrase refers to a new policy rolled out by the municipal government of Beijing to improve services for peoples livelihood at the basic level. The program involves a quick response mechanism for peoples demands through the 12345 public service hotline. Through this mechanism， the kinks and bottlenecks of serving the people in the “last kilometer”have been identified and removed， greatly improving the efficiency of serving the people and responding to the demands of the public to enhance their satisfaction and sense of gain.