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扬子晚报网1月28日讯（通讯员 刘飞 记者 万凌云 姜天圣）近日，镇江市市域社会治理现代化指挥中心 发布 "镇江 12345 政务服务便民热线" 2025 年度工作情况。全年热线共受理企业群众诉求 1768056 件， 同比上升 24.20%，按时办结率 99.75%、综合满意率 99.77%，分别同比上升 0.22% 和 0.57%，以数字赋 能与机制创新筑牢为民服务 "连心桥"，助力构建良好热线数字生态。 诉求办理量质齐升 多渠道响应民生关切 2025 年，镇江 12345 热线聚焦办理实效化、平台智能化等目标，持续深化服务提升。从诉求结构看， 群众诉求 1731854 件，同比上升 26.01%；企业诉求 21648 件，同比下降 5.08%。诉求来源中，电话渠 道 1666152 件，互联网渠道 53194 件，后者同比增幅达 133.83%，反映出线上诉求渠道日益受到青睐。 话务服务效能持续优化，全年人工接听话务量 1472300 通，同比上升 6.70%；30 秒人工接通率达 97.88%，同比提升 2.39%；平均等待时长 8.08 秒，平均通话时长 191.29 秒，话务服务的便捷性与专业 性 ...

Core Viewpoint - Several provinces in China, including Liaoning and Jiangsu, are eliminating voice navigation in their 12345 hotline services to enhance direct access to human operators, aiming to improve service efficiency and user experience [1][2]. Group 1: Policy Changes - Liaoning Province has issued an action plan for optimizing the business environment, which includes enhancing the effectiveness of the 12345 hotline by removing voice navigation and directly connecting callers to human services [1]. - The action plan emphasizes the importance of the 12345 hotline as a "total customer service" platform, aiming to improve response mechanisms and expand direct service models in key areas [1]. Group 2: Service Improvement Initiatives - The cancellation of voice navigation is intended to address issues such as complicated procedures, increased waiting times, and poor service experiences reported by users [2]. - Jiangsu Province was the first in the country to implement a zero-voice navigation policy for its 12345 hotline, allowing direct access to human operators since December 21, 2021 [1]. - Anhui's Huai Bei City also removed voice navigation around March 2023 to enhance service accessibility and efficiency for both businesses and the public [2]. Group 3: User Experience Enhancements - The direct connection to human operators is expected to reduce waiting times and improve the overall service experience for users, as simpler inquiries can be handled by initial operators while more complex issues are escalated [2]. - The new approach aims to lower operational costs for businesses by providing a one-stop service for policy consultation, procedural guidance, and complaint reporting, available 24/7 [2].

Group 1 - The article highlights the recognition of 80 collectives and individuals in Jiangsu Province for their contributions to high-quality development, with awards including "Jiangsu Province May Day Labor Award" and "Jiangsu Province Worker Pioneer" [1] - The selection process emphasized grassroots participation and excellence, with a significant representation of non-public enterprises and frontline workers, including migrant workers and technical personnel [1][2] - The awarded individuals and teams span various sectors such as public service, advanced manufacturing, ecological protection, and education, showcasing the diverse contributions of modern laborers [1][2] Group 2 - Notable awardees include Chen Weilian from Jiangsu Shanshui Environmental Construction Group, who has focused on ecological governance for 14 years, and Yuanta from Zhenjiang Maritime Bureau, who pioneered a "drone+" smart supervision model [2] - The article mentions the achievements of teams like Hengbao Co., which innovated biodegradable materials, and the Zhenjiang 12345 hotline, which has handled over 10 million public requests with a satisfaction rate of 98.49% [2] - The Zhenjiang Municipal Federation of Trade Unions plans to promote the spirit of labor through various activities, encouraging workers to draw inspiration from awardees and contribute to the modernization of Zhenjiang [3]