1 and 2345 citizen service hotlines are based on the fact that there are too many citizen government service hotlines, which are inconvenient for citizens to remember. Therefore, all provinces and cities in China adopt the unified access service hotline 12345, and then transfer through the hotline center 12345 according to the specific situation.
2. The public service hotline implements the working mechanism of "External No.1 service, centralized acceptance, classified disposal, unified coordination, linkage of all parties, and time-limited 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.
3. Relevant districts, counties and departments should properly handle incoming calls and reply to the public in a timely manner, and at the same time feed back the processing results to the public service hotline.