12345 hotline

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12345 is a special telephone number in China that is answered by a local government switchboard to handle non-emergency questions. The hotline also gives local government officials insight into what citizens are thinking. [1]

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History

The first local government hotline was set up in 1983, and many more were established in the 1990s as residential landlines became more prevalent. [2] [3] In 1999, the Ministry of Information Industry replaced the various local numbers with a single, nationwide 12345 number. [3] Operators do not themselves have the ability to solve callers' problems, rather they act as a "bridge" to route callers to the correct department or official. [3]

Chinese state media have promoted Jinan's hotline, which launched in 2008, as a model example, as it consolidated and replaced 38 distinct hotlines. [2] Shanghai started its 12345 hotline in 2013. [1] Guangzhou launched one in 2015. [1]

The Chinese central government implemented standardization rules in July 2017, requiring 12345 hotlines to operate 24 hours a day, and to respond to calls within 15 seconds. [2]

See also

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References

  1. 1 2 3 "Chinese officials use hotlines to take the public's pulse". The Economist . 2017-02-04. ISSN   0013-0613 . Retrieved 2024-12-23.
  2. 1 2 3 P., J. (2017-02-07). "What are China's 12345 hotlines?". The Economist . ISSN   0013-0613 . Retrieved 2024-12-23.
  3. 1 2 3 Rui, Hou (2022-07-18). "When China's Fix-Everything Hotline Breaks Down". Sixth Tone . Retrieved 2024-12-23.