日均办件过万，服务范围不断拓展，"便民+惠企"能力持续提高 海口12345热线迈向城市"智慧中枢" 平台充分发挥"探针"和"前哨"作用，围绕噪声污染、电动自行车停放等民生关切，形成各类分析报 告429份，其中31份专题报告获市领导批示39次，推动专题研究12次。例如，针对秀英港码头噪声扰民 问题，海口市不仅进行了有效综合治理，还由此推动出台了《海口市噪声污染防治工作制度》，形成了 从源头"治本"的示范样本，相关经验已入选生态环境部噪声污染防治典型示范案例库。 在技术赋能方面，海口市强化数智赋能，积极推进热线平台智能化升级。年内优化平台功能170 项，智能质检、无人值守座席等系统陆续投用。服务范围不断拓展，如"一键挪车"服务已从海口车牌扩 展至全国，日均处理量超千件。同时，平台引入DeepSeek等大模型技术，为智能回访、语音系统提供 支撑，标志着热线服务向精准化、智能化迈出关键一步。 紧扣海南自贸港建设需求，平台构建了"便民+惠企"双轮驱动服务体系。通过设立"营商服务专 席"，变"被动接听"为"主动问需"，全年高效办结近13.4万件涉企办件，并专班走访企业推动解决瓶颈问 题。此外，创新设立的"口岸服务专席"" ...

Core Insights - The 12345 Haikou Citizen Service Smart Interaction Platform has effectively addressed governance challenges, with a total of over 3.66 million cases handled in the past year, reflecting a year-on-year decrease of 6.34% in case acceptance [1][2] - The platform has implemented a systematic governance approach to tackle persistent issues such as the illegal parking of electric bicycles on Nanlian Road, significantly improving traffic order and reducing public complaints [2][3] Group 1 - The governance strategy emphasizes a "combination of diversion and blockage," with the establishment of free non-motor vehicle parking areas to alleviate parking resource shortages in the old city [2] - The area has been integrated into a grid management system, with regular inspections and public awareness campaigns to encourage proper parking behavior among residents and businesses [2][3] - The hotline's efficiency has improved, with over 11,000 cases processed by the hotline's handling units in 2025, marking a year-on-year increase of 42.22%, while the number of returned cases decreased by 26.93% [2] Group 2 - The platform has focused on addressing public concerns and governance difficulties, producing 429 reports and 31 specialized analysis reports, with significant attention given to noise pollution and the renovation of old neighborhoods [3] - The "one-click car relocation" service has expanded its coverage from Haikou license plates to national plates, handling over 1,000 cases daily, which constitutes 10%-20% of the total cases [3] - The platform has established a dual-driven service system to efficiently resolve urgent issues faced by enterprises and the public, with nearly 134,000 enterprise-related cases processed in 2025 [4]