Core Points - The article emphasizes the importance of effective public service mechanisms in Zhengzhou, highlighting the integration of various complaint channels into a single 12345 hotline to enhance responsiveness to citizen needs [1][2][3] Group 1: Public Service Mechanism - Zhengzhou has consolidated 45 different government hotlines into the 12345 hotline, creating a more efficient system for addressing citizen complaints [2][3] - The 12345 hotline has been receiving an average of over 8,000 cases daily over the past three years, demonstrating its effectiveness in handling public inquiries [2] Group 2: Response Efficiency - The average time for signing off hotline work orders has been reduced from 2 hours to 5 minutes, and the average processing time has decreased by 14 hours [4] - Urgent matters are responded to within 2 hours, while general issues are handled within a specified timeframe, showcasing a commitment to rapid response [4] Group 3: Multi-Channel Accessibility - In addition to the traditional hotline, citizens can now use platforms like WeChat, Alipay, and the "Zhenghao拍" app to report issues, making the process more accessible [5][6] - In 2024, the hotline received 134,000 requests through online channels, achieving a 100% response rate [6] Group 4: Targeted Services - The 12345 hotline has established dedicated service channels for both individual and business inquiries, ensuring specialized support for different types of requests [7] - A case example illustrates how the hotline's business service section effectively resolved a citizen's issue with a rejected business license application through personalized assistance [7] Group 5: Collaboration with Law Enforcement - The hotline has established a mechanism to redirect non-police-related issues to the 12345 platform, optimizing police resources for actual emergencies [8] - The integration of data between the 110 police service and the city governance platform allows for more precise and efficient service delivery [8]