Hunan Government to Merge Government Affairs Service Convenient Hotlines

We often heard such comments, “There are too many kinds of convenient service hotlines and too many agencies to ask before handling a case.” In the future, such problems will no longer occur. All kinds of non-emergency requests from enterprises and the masses can be handled through “12345”, a “general customer service” hotline.

The General Office of the People’s Government of Hunan Province recently issued the “Work Plan for Further Merging and Optimizing Government Service Convenient Hotlines in Hunan Province”. It proposed to accelerate the merging of government service convenient hotlines except for such emergency hotlines as 110, 119, 120, and 122. Before the end of 2021, the government service convenient hotlines set up by various departments at all levels in Hunan Province and those set up by relevant departments of the State Council and answered in Hunan Province will be merged into the “12345 government service convenient hotline”. The voice call number is “12345”, providing 24/7 manual service.

Meanwhile, in accordance with the principles of “unified standardization, overall linkage, coordination and efficiency”, the government will optimize the hotline operation and management mechanism; strengthening the hotline service support; and, ensuring that the problems and reasonable demands requested by enterprises and the masses are handled in a timely manner. It aimed to make the government service hotline more convenient, faster, more accurate, and more practical for the people. It will form a working mechanism of “All-in-One Number, Appeal Collection, Classified Disposal, Unified Coordination, Interaction of All Parties, Time-Limited Closing, Evaluation and Appraisal” to create a convenient, efficient, standardized, and smart government service “general customer service”.

The “Plan” requires that all kinds of appeal channels be integrated. Government affairs service websites, mobile clients, WeChat, Weibo, and other interactive system platforms established by relevant departments at all levels should be gradually integrated into the 12345 hotline at the same level with unified access, standards, and service procedures, to meet the enterprises and public’s demand for the “one-stop service”.

Translator: Yu Jiangjiang

Chinese source: hunan.gov.cn