12345 is the municipal service hotline?

12345 citizen service hotline is based on the fact that there are too many citizen government service hotlines, which are inconvenient for citizens to remember. Therefore, all provinces and cities in China have adopted the way of merging service hotlines into 12345, and then transferring them through 12345 hotline center according to specific needs.

In order to strengthen public services, municipal government departments and districts and counties have set up various government service hotlines. While serving the public and playing a great role, these hotlines have also encountered many problems, such as too many hotlines, inconvenience for citizens to remember, hotlines belonging to different sectors, difficulty in coordinating implementation when encountering cross-departmental problems, lack of unified management mechanism and service standards, and uneven hotline service quality. In order to maximize the convenience for citizens to consult, ask for help and reflect problems, local municipal governments have set up a "12345" citizen service hotline, which has been included in the key work of municipal governments.

The public service hotline implements the working mechanism of "external No.1 service, centralized acceptance, classified disposal, unified coordination, linkage of all parties, and limited time handling". After the citizens call the "12345" hotline, the call center hotline receptionist will answer the phone first. After answering the calls of the masses, the hotline receptionist will directly answer the consulting questions that can be answered directly according to the information in the knowledge base, and transfer the consulting questions that cannot be answered directly, as well as help, complaints and suggestions, to the relevant districts, counties and departments for handling in time. Relevant districts, counties and departments shall promptly and properly handle incoming calls and reply to the public, and at the same time feed back the processing results to the public service hotline.

Main acceptance 12345:

First, the government departments and staff responsibilities, procedures, administrative examination and approval, administrative acceptance, investment and other policy provisions of the consultation;

Two, opinions and suggestions on the city's reform and opening up, economic construction, urban construction and management;

Three, labor security, medical services, education, safety and other social life needs to be solved by the government;

4. The needs that need to be solved by the government in the production, operation and development environment of enterprises;

5. Criticism and complaints against government departments and their staff;

6. Provide comprehensive information inquiry services such as transportation, weather forecast, legal consultation, tourism and catering, life service, ticket inquiry and charitable donation.