Government Service Convenience Hotline
12345 Government Service Convenience Hotline (referred to as 12345 hotline) refers to the telephone number 12345, mayor's mailbox, mobile phone text message, and mobile phone client established by the people's governments of various cities. A public service platform composed of , Weibo, WeChat, etc. that specializes in handling hotline matters, providing "7×24 hours" all-weather manual services. The 12345 hotline can improve the level of serving the people, promote administration according to law, innovate social governance, and safeguard the legitimate rights and interests of natural persons, legal persons and other organizations.
On January 6, 2021, the "Guiding Opinions of the General Office of the State Council on Further Optimizing the Local Government Service Convenience Hotline" was issued to further optimize the local government service convenience hotline and improve the level of government services for enterprises and the people.
On June 1, 2021, the Beijing 12345 minors protection hotline was officially opened, and the Shanghai 12345 minors protection hotline was opened.
The situation of the 12345 service hotline varies in different places. It is generally established by the people's governments of various municipalities in different ways. It generally includes telephone 12345, Internet 12345, etc.
The 12345 service hotline is generally used for
1. Consultation on administrative functions and responsibilities, policies and regulations, work procedures and other public service information;
2. Complaints, opinions and suggestions on administrative management, social management, and public services;
3. Asking for help in non-emergency management and services within the scope of administrative powers;
4. Reporting of violations of laws and regulations by citizens, legal persons and other organizations that endanger the safety of people’s lives and property, endanger the safety of public property, and affect economic and social development;
5. Report to government departments and praise its staff for their work efficiency and administrative effectiveness.
Note: Actual conditions vary from place to place, please refer to local government documents.
Central Regulations
On May 23, 2018, the General Office of the Central Committee of the Communist Party of China and the General Office of the State Council issued the "Guiding Opinions on Further Promoting the Convenience of Approval Services". It is proposed to establish a "12345" unified government consultation, complaint and reporting platform. Taking the city divided into districts as a unit, in addition to emergency hotlines such as 110, 120, and 119, the non-emergency government hotlines of various departments and online mailboxes and other network channels will be integrated into the unified management of the 12345 unified government consultation and complaint reporting platform to establish a "unified government affairs hotline". "Reception, timely diversion, transfer according to responsibilities, time-limited completion, unified supervision, evaluation and feedback, and administrative accountability" operating mechanism. [4]
On January 6, 2021, the "Guiding Opinions of the General Office of the State Council on Further Optimizing the Local Government Service Convenience Hotline" was issued. The "Opinions" require that the merger of government service hotlines other than emergency hotlines such as 110, 119, 120, and 122 be accelerated. By the end of 2021, the government service hotlines established in various regions and established by relevant departments of the State Council and answered locally will be implemented. One number serves, and the hotlines after the merger of various regions are unified into the "12345 Government Service Convenience Hotline", providing "7×24 hours" all-weather manual services. At the same time, optimize the process and resource allocation, realize the close connection between hotline acceptance and back-end processing services, ensure that the problems and reasonable demands reported by enterprises and the public are handled and handled in a timely manner, so that the government service convenience hotline can be answered faster, assigned more accurately, and handled To be more practical, create a “total customer service” for government services.
Job Responsibilities
In accordance with the principle of "response must be answered, response must be answered", the 12345 hotline categorizes and integrates the services set up by departments at all levels to provide business inquiries, consultations and complaints to the public. Non-emergency government affairs hotlines include help, public services, collection of opinions and suggestions, public opinion surveys and other non-emergency government affairs hotlines.
The work of the 12345 hotline must accept the legal supervision of the people's congress deputies at the same level and the democratic supervision of the CPPCC members. The operation status of the 12345 hotline and the handling status of each department shall be reported as required, and shall be disclosed to the public through appropriate means. Actively accept social supervision; comprehensively use various methods such as system supervision, written supervision, special supervision, and instruction supervision to urge and supervise the handling of the undertaking units. Through all-round supervision and various forms of supervision, all units are encouraged to perform their duties conscientiously and ensure that "everything is responded to and implemented" for the masses' demands.
The "12301 National Unified Tourism Information Service Hotline" number will be canceled before the end of 2021. All types of tourism complaints will no longer be accepted and forwarded through this channel. Tourism complaints will be answered uniformly by the "12345 Government Service Convenience Hotline" in various places. Wait for the call.