Hotline turns every call into solution at Beijing Fengtai Railway Station

Beijing Fengtai Railway Station has integrated the city's 12345 public service hotline into its daily operations, responding to passenger inquiries within minutes through on-site coordination and assistance services.

The 12345 hotline is Beijing's unified government service platform, allowing residents to report problems, lodge complaints, and seek information on public services ranging from utilities and transportation to healthcare and housing.

Li Xuerong, 62, has volunteered at the railway station three to four times a week since retiring.

"I'm Li Xuerong, a volunteer with 'Traveler's Best Friend.' I've been serving here since Fengtai Station opened in June 2022 -- over four years now. We provide directions, consultation, and caring assistance for passengers in need," said Li.

Li even taught herself English to better help international travelers.

One elderly passenger said the help arrived just when she needed it.

"The service was wonderful. It's so convenient," said the passenger.

Beyond on-the-spot help, the hotline is a vital link. When a traveler calls 12345, the case goes to the Key Station Area Management Committee, then to the Beijing Fengtai Railway Station Area Management Office, and the nearest volunteer is dispatched immediately.

"Normally, we reach the scene within five minutes. In emergencies, even faster. We've built a '1+N' grid service mechanism, linking police, railway, metro and over 10 station operators to work together," said Ling Chengcheng, section chief of the Beijing Fengtai Railway Station Area Management Office.

Li frames her volunteer work as an enriching exchange that keeps her mentally active, connected and deeply integrated into society.

"I've learned so much. When I help travelers, I also learn how to navigate better myself. I hope my family, too, will meet kind volunteers when they travel," said Li.

From a call to a helping hand, the railway station is closing the last mile of traveler assistance, turning public service into a promise kept.

China hopes Colombia's peace process will continue to make new progress, China's deputy permanent representative to the United Nations, Sun Lei, said Monday at a Security Council meeting on the situation in Colombia.

Sun highlighted the headway made over the past decade and called for unified national efforts moving forward.

"A decade ago, the signing of the final peace agreement brought an end to Colombia's more than half-a-century-long civil war, setting an example of resolving conflicts through dialogue. Thanks to the joint efforts of successive Colombian governments, various sectors of society and the international community, positive progress has been made in implementing the peace agreement," Sun said.

"China hopes that the new Colombian government will prioritize the country's long-term development and the fundamental interests of its people, unite all parties, and continue to advance toward the goal of achieving comprehensive and lasting peace," he said.