12345 the mayor's telephone is a government service hotline, which is free of charge. The public service hotline implements the working mechanism of external service number one, 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.