China will further standardize and enhance the 12345 hotline services to better address urgent and pressing issues of the public and enterprises, and to better support the improvement of government governance, according to a guideline issued by the General Office of State Council on June 25.

The guideline outlines measures to standardize the operation and management of the 12345 hotline and enhance the quality and efficiency of request handling.

Local governments at all levels are required to enhance the coordination mechanism for the hotline work and facilitate the resolution of key challenges faced by the hotline development, the guideline said.

It called for efforts to promptly update and refine the policy information in the hotline's knowledge base, deepen two-way coordination between the 12345 hotline and the 110 emergency call center, and strengthen collaboration with other emergency hotlines such as 119, 120, and 122, and public utility service hotlines for water, electricity, gas, and heating.

The guideline also emphasized clear classification and handling procedures‌ for requests. Those within the acceptance scope of the 12345 hotline should be processed in a timely manner in accordance with regulations, while matters that need to be handled through emergency hotlines, such as 110, 119, 120, or 122, should be immediately transferred to the corresponding channels.

Additionally, it highlighted the need to strengthen guidance and supervision over third-party service providers commissioned by the 12345 hotline.

The guideline urged to improve request acceptance channels‌ and support the establishment of special seats for enterprise-related matters to better serve business entities.

Efforts will be made to strengthen‌ the precise distribution and processing of requests. Processing workflows will be optimized to efficiently solve reasonable demands from the public and enterprises with enhanced follow-ups and closed-loop management.

A robust 12345 database will be built to provide support for scientific decision-making, targeted policy implementation and objective policy evaluation. The new moves will better empower government governance‌, the guideline added.

Source: english.www.gov.cn