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Publishing of Integrated and Optimized Work Plan of Convenience Hotline for Local Governmental Services in Sichuan Province
Updated:2021.03.30

  Prior to October 31, 2021, all departments (units) will unify their respective convenience hotlines for local governmental services with the national governmental services hotline, which is set up by relevant departments of the State Council and answered locally, into single "12345 Convenience Hotline for Governmental Services" and its voice call number is "12345", with 24-hour manual service channel provided. This unification is proposed as a goal in the recently published Integrated and Optimized Work Plan of Convenience Hotline for Governmental Services in Sichuan Province.

  In addition to the unification of "12345 Convenience Hotline for Governmental Services", the Work Plan also advances a request to connect provincial and municipal data channels and establish a unified hotline platform system across Sichuan Province, integrating consulting, complaint, help seeking, suggestion, tip-offs and other functions as a whole and covering telephone, website, WeChat, mobile client-end and other channels, in order to realize unification of standards, overall linkage and business collaboration; and to optimize process and resources allocation to achieve the close connection between problem acceptance in the hotline and handling services backstage, making sure that the problems and reasonable requests proposed by enterprises and the public can be promptly disposed of and handled and a more convenient, effective, standard and intelligent "general customer services system" for governmental services can be created.

  According to the Work Plan, in order to perfect 12345 hotline platform, it is required to strengthen the collaboration and alignment of platforms at all levels, build up provincial unified hotline knowledge base and expand functions of 12345 hotline platform. Besides, to improve 12345 hotline operation mechanism, it is also required to complete the hotline management system, establish standards for hotline acceptance, optimize hotline working process and enhance guarantee on information security.

 
 
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