What is the number 12345?

Citizen service hotline.

The 12345 citizen service hotline is based on the fact that there are too many citizen government service hotlines and it is inconvenient for citizens to remember. Therefore, all provinces and cities across the country have adopted the method of merging the service hotlines and connecting them to 12345, and then through the 12345 hotline center according to the specific situation. A transfer is required.

In order to strengthen public services, local government departments and districts and counties have successively set up various government service hotlines. While these hotlines are serving citizens and playing a great role, they have also encountered the problem of too many hotlines. There are many problems, which are inconvenient for citizens to remember. The hotlines belong to different sectors, making it difficult to coordinate and implement cross-departmental issues. There is also a lack of unified management mechanism and service standards, and the quality of hotline services is uneven. In order to maximize the convenience for citizens to consult, ask for help and report problems, local municipal governments have set up a "12345" citizen service hotline and included it in the key tasks of the municipal government.

The citizen service hotline implements the working mechanism of "No. 1 external, centralized acceptance, classified disposal, unified coordination, linkage of all parties, and time-limited processing". After citizens call the "12345" hotline, the call will first be answered by the call center hotline acceptor. After receiving calls from the public, hotline receptionists will directly answer the consultation questions that can be answered directly based on the knowledge base information, and transfer the consultation questions, help, complaints and suggestions that cannot be directly answered to the relevant districts, counties and departments in a timely manner. Relevant districts, counties, and departments promptly and properly handle incoming calls and respond to citizens, and at the same time feed back the handling results to the citizen service hotline.

The main acceptance of 12345:

1. Consultation on the responsibilities and procedures of government departments and staff, administrative approval, administrative acceptance, investment promotion and other policy regulations;

2. Opinions and suggestions on our city’s reform and opening up, economic construction, urban construction and management;

3. Needs for labor security, medical services, education, safety and other aspects of social life

4. Demands for government coordination and resolution in terms of enterprise production and operation, development environment, etc.;

5. Criticisms of government departments and their staff, Complaints, etc.;

6. Provide comprehensive information inquiry services such as transportation, weather forecast, legal consultation, tourism and catering, life services, ticketing inquiries, charitable donations, etc.