Zhengzhou hotline 12345 was opened on 1985 February 18, which is one of the earliest telephone calls of the mayor in China. In 2004, hotlines 12345 and 20 12 were opened to implement outsourcing of acceptance services. On June 2014,5438+02, the government hotline was integrated for the first time, and the hotline numbers of government departments with few calls or weak answering power were cancelled, and were accepted and transferred by the 12345 hotline.
20 18 September, except for emergency hotlines such as 1 10,19 and 120, the number of 2 1 government service hotline was integrated into1.
In September, 20021year, Zhengzhou expanded and upgraded the hotline platform of 12345 according to the work arrangements of the State Council and the provincial government, focusing on the work requirements of "faster connection, more accurate distribution and more practical operation of the hotline", and adopted the ways of integrating the whole hotline, paralleling the two sub-platforms and setting up sub-centers.
By 202 1, 65438+February 3 1, two phases of construction have been completed. At present, there are 190 platform seats and 240 receptionists, and 23 government service convenience hotlines have been optimized and merged, and all government non-emergency service hotlines have been optimized and merged, and Zhengzhou's "unified government acceptance and classified assignment" has been comprehensively constructed.
12345 hotline platform adopts the hybrid cloud mode of "cloud platform+local center", and the whole system is more stable. The whole platform is built on the government extranet, which has four-level networking functions of city, county, town and community.
The upgraded system realizes two-way real-time information sharing, visual supervision of the whole business process, and establishes a data utilization analysis system and an automatic assessment and evaluation system, which greatly improves the storage capacity and high concurrent processing ability, and ensures the smooth operation and efficient disposal of the whole platform system.
At present, the hotline platform of 12345 implements all-weather 7×24-hour manual acceptance service, with an average daily acceptance of more than 8,000 pieces, and the telephone connection rate remains above 98%, basically achieving the working target of 12345 hotline "get through, get up and run fast".