When it comes to “Police Officer Xinxin’s Mailbox”, I believe many people living in Beijing are familiar with it. “If you don’t understand, just ask Officer Xinxin.” He has patiently answered people’s traffic inquiries for more than ten years. “Officer Xinxin” has long become a familiar and friendly name in everyone’s mind.
Recently, as the team representative of “Police Officer Xinxin”, the Public Security Road Condition Management Bureau of the Beijing Municipal Public Security Bureau is serving the peopleJamaica Sugar Section Chief Du Xin won the title of the 11th Beijing “Political and Legal Police Officer Who Satisfies the People”. After 16 years as a police officer, Du Xin is both a “craftsman” and an innovator. He has become an enthusiastic person among the citizens with his daily persistence and enthusiastic service.
After becoming “Police Officer Xinxin”, it has become Du Xin’s daily routine to constantly check information and learn.
A question has been answered tens of thousands of times
In 2008, Du Xin became an online traffic police officer on the external website of the Beijing Municipal Public Security Traffic Management Bureau. His job responsibility is to answer inquiries about traffic management services from all Beijing citizens through the “Police Officer Xinxin Mailbox”.
In order to quickly respond to the moderator’s questions, he studied traffic management services involving vehicle management, order, accidents, law and other aspects. He understood the more than 700-page “Compilation of Motor Vehicle Management Rules”, the more than 1,500-page “Compilation of Road Condition Management Regulations”, various internal management documents, and the addresses and office hours of each window unit.
“Police Officer Xinxin”‘s response to the moderator is getting faster and faster. The reputation of “Police Officer Xinxin” has increased, and the number of emails received has skyrocketed, reaching an average of 150 emails per day. When Beijing’s lottery policy was first introduced, the highest number of letters from citizens was 596 on one day. Du Xin and his colleagues were so busy that they didn’t even have time to drink water.
“If it is a general question, you can answer it through email; if the question is more complicated, justIt is necessary to communicate with the citizens on the telephone. “Du Xin is originally an impatient person, but when faced with car owners who ask questions, he becomes the most patient person.
Jamaica Sugar Once, a middle-aged woman who was consulting for accident determination received a call from Du Xin, the moderator, who listed all the road problems she had encountered since buying the car. It took more than two hours to finally hang up.
Netizen Li Yanqing is a frequent visitor to “Police Officer Xinxin’s mailbox”. From the first time she inquired about the Beijing entry permit for motor vehicles from other provinces and cities. From inquiring about the residence permit processing process, applying for a Beijing license, and specific traffic regulations on road sections… Li Yanqing received 13 emails from “Police Officer Xinxin” in response to the moderator. He lamented: “I always thought that the police were responsible for controlling and punishing people. , only after contacting them did I realize that they are also enthusiastic! ”
The most common questions are about driver’s license renewal and vehicle transfer, almost every day. In the past ten years, Du Xin has answered the same questions more than 10,000 times. “Why not research and develop A ‘translation’ tool that can also answer questions for netizens during non-working hours? “As the number of inquiries increased, Du Xin had new ideas. Together with his colleagues, he designed and developed the “Police Officer Xinxin” intelligent question and answer system on the Traffic Management Bureau website, establishing 6 functions such as motor vehicle transactions, driver transactions, and order management. The knowledge base structure of 47 major categories has recorded a total of 1,574 various traffic management business consultation questions and 387 detailed work procedures.
Just enter the question keywords and the relevant information will be displayed. The answer will immediately appear in front of netizens. What is even more considerate is that the answer given by the system is not just the answer that has been “translated” by Du Xin Jamaicans EscortThe most practical dry information is also divided according to composition and business, and the answers that are most suitable for the investigators are tailored to realize 24-hour human-machine dialogue on traffic management business knowledge questions and answers.
Du Xin answered netizens’ inquiries via phone.
14 years of serving netizens with zero appeal
In November 2021, a driving school left a message on the “Traffic Management 12123” App, reporting that Chen, a student at the driving school, was unable to register an App account, which resulted in him being unable to make a driver’s license test reservation.
After verification, it turned out that Chen and his Jiangsu fellow Wang Moumou had the same component certificate number. Wang Moumou had registered the 12123 account in 2019, which made Chen unable to continue Register. According to normal procedures, Jamaica Sugar Daddy only needs to tell the person concerned to contact the police station at the place of residence and coordinate the change of membership card number. But when he learned that Chen was disabled, Du Xin took the initiative to communicate with the police station at Wang’s place of residence and himself to explain the situation. In the end, Wang Moumou took the initiative to change the identity card number, and Chen got his wish and registered the App with his own identity card number.
The Beijing Traffic Police Office does not just serve the people of Beijing.
In May of this year, Ms. Leng asked for help from the “Xinxin Police Officer Mailbox”. During the process of exchanging her Chinese driver’s license for a local driver’s license in Warsaw, Poland, the Polish City Hall requested her Contact the Beijing traffic control department to issue her driver’s license verification information in both Chinese and English. After receiving the request for help, Du Xin added Ms. Leng’s WeChat account and guided her online to apply for and download official certification materials including her own driver’s license information through the “Traffic Management 12123” App, and wrote an English email to explain to the Polish City Hall. The specific situation of Ms. Leng’s driver’s license will be provided to the maximum extent possible.
Since 2008, through the “Xinxin Police Officer Mailbox”, Du Xin has answered more than 400,000 questions from netizens, helped netizens solve 13,000 problems, and adopted measures to implement mass road management More than 3,500 opinions were raised, and 18,000 letters of thanks were received from netizens. In the past 14 years of answering questions for netizens, Du Xin has never received an appeal.
From one person to a group of people
In order to further develop the “Police Officer Xinxin” brand effect and continuously innovate the traffic control consultation service format, starting in 2014, Du Xin launched a column program “Police Officer Xinxin Mailbox” on Beijing Traffic Radio to improve road safety for the general public. Knowledge and answer traffic management business questions. He regularly participates as a guest in the live broadcast of audio and video programs such as “The Traffic Police Are Coming” and “Yangguang Car Club”. He has produced more than 2,600 interactive programs, and the programs have been listened to by more than 430 million people, and are online in real time.Answered 21,000 various road condition questions raised by citizens.
Starting from 2019, the Beijing Traffic Management Bureau has taken a further step to expand communication channels between police and citizens, and has successively established an “internet + traffic management” service center to fully integrate the 12345 hotline, external service website, and ” Respond to netizen inquiries and review online business matters on various platforms such as Traffic Management 12123” App. Du Xin has also become the leader of the Information Construction Group of the Traffic Management Bureau from an ordinary policeman. He has to lead a team of more than 30 people to answer various questions from the public on the website, App and phoneJamaicans Escortand transfer.
Faced with the surge in consultation volume and the various consultation matters, how can I teach everyone my more than ten years of work experience and realize the transformation from one person who does well to the other? Well done to a group of people? Du Xin’s tasks change with the changes in factors: formulating standards, unifying standards, formulating nearly a thousand response criteria; refining classification, optimizing operations, conducting front-end diversion and process management of massive consultation calls; creating high-frequency consultation questions A series of short video programs have been interpreted in detail, and “Question and Answer” columns have been opened on new media platforms such as Douyin and Kuaishou…
Du Xin, who has taken up a leadership position, is more knowledgeable than before. No trouble. He actively adjusted his working hours. In addition to working days, he also actively carried out the work of responding to netizens’ complaints on weekends and statutory holidays. The time for handling netizens’ complaints was extended from the previous 72 hours to the current 24 hours. Satisfaction continues to increase.
“If a person wants to do one thing well, it is enough to persevere and concentrate on using his brain. However, if he wants to lead a team to do one thing well, he needs a working mechanism. The improvement of the police knowledge system and the innovation of working methods,” Du Xin said. (Text/Photo by Rule of Law Daily reporter Zhang Xuehong)