大力优化营商环境 加快高质量发展｜12345，如何做好惠企利民“总客服”

Core Viewpoint - The 12345 hotline in Hebei Province serves as a vital channel for listening to the demands of enterprises and the public, aiming to enhance service efficiency and responsiveness, with a target of handling 21.098 million requests by 2025, reflecting a 12.5% year-on-year increase [1] Group 1: Service Improvement and Efficiency - The hotline's immediate handling rate reached 76.1%, up by 3.6 percentage points year-on-year, with a connection rate and service satisfaction of over 99% [1] - The integration of multiple hotline numbers into a single service number has simplified the process for the public, addressing previous challenges of multiple numbers and connectivity issues [1][2] - The establishment of a rapid response mechanism for cultural and tourism services has led to timely resolutions of visitor complaints, exemplified by a case where signage was improved within five days of a suggestion [2] Group 2: Collaborative Mechanisms - Hebei Province has strengthened the hotline's public service platform by collaborating with over 30 departments, ensuring that every request is addressed and feedback is provided [2] - The hotline has implemented a "12345 + professional hotline" model to cater to various demographic needs, ensuring specialized responses for different groups [3] Group 3: Technological Integration - The introduction of video call services for hearing-impaired individuals has made communication more accessible, allowing for direct interaction with sign language operators [4] - The hotline has adopted AI technologies to enhance service efficiency, including intelligent form filling and issue tracking, which has significantly improved operational effectiveness [5] - The use of data analysis from hotline requests has transformed the approach to governance, shifting from reactive problem-solving to proactive service delivery [6] Group 4: Overall Impact on Governance - The 12345 hotline is evolving from a mere complaint channel to a proactive governance tool, enhancing the overall service experience for citizens and businesses [5][6] - The hotline's role in improving the business environment is underscored by its focus on efficient service delivery and responsiveness to public needs, thereby increasing public satisfaction and trust in government services [6]