Shanghai launches unified hotline for public services

Shanghai will officially launch a unified public service hotline at 8 am Monday, following a three-month trial during which it received 212,514 calls, local media reported.

The 12345 hotline, whose operators can provide callers with information about the city's services, aims to give local residents a single number to call to ask questions, request assistance, make complaints and offer suggestions about municipal government services.

"The hotline's launch will make it easier for residents to get in touch with city service agencies," said Xue Qiufang, the hotline's director. "It will also improve government efficiency."

The 24-hour hotline's staff can also connect callers with the city's more than 230 government hotlines.

The hotline has a database of 19,000 pieces of information for operators to refer to, such as the city's new traffic rules, the latest weather forecast or the municipal library's hours.

"We will continue to improve our service by expanding the database," Xue told the Global Times.

Hotline operators answered about 94 percent of the calls they received during the trial period, according to the report. Roughly 42 percent of callers dialed in to ask a question and 24 percent called to request assistance. Most of the calls pertained to social welfare, public security, housing, urban construction, city appearance and sanitation.

So far, 93.2 percent of callers said they were satisfied with the hotline's service and 86.4 percent reported that their problems were settled.

The hotline also serves as a suggestion box for the city's services, which Xue said will help bring the government closer to the people.

The hotline also provides service in English and Japanese. A total of 77 foreigners used the hotline during the trial, Xue said.

Residents should keep in mind that the hotline is dedicated to non-emergency services, according to the report. For emergencies, residents should still dial 110 for police and 120 for an ambulance.