On the other end of the hotline is the "question setter", and on the other end is the "answering person". From the clothing, food, housing, and transportation of the people to urban management and economic and social development, from policy consultation to complaints and seeking help... The Huizhou 12345 hotline is a government service hotline provided by the Municipal Party Committee and Government to citizens 24/7, multi-directional, high-quality, and efficient. It is a "bridge" between the government and the business community, a thermometer that measures the temperature of government services, and the most important carrier that directly reflects the quality of the business environment. Under the guidance and support of the Municipal Party Committee and Government, Zhongkai High tech Zone regards implementing public demands as an important task and improving public satisfaction as an important standard. It strives to focus on hot topics, solve doubts, and overcome difficulties, and through precise problem-solving, has created a hotline with Zhongkai's unique warmth.

　　Improve hotline service level Ranked first in public satisfaction rate among all counties and districts in the city

　　"We don't have any bus routes here, which is inconvenient for travel. We would like to seek help from 12345, but we didn't expect to arrange bus routes quickly. It's really efficient!" Some citizens reported that there are no commuting bus routes in Zhongkai Xikeng Industrial Park, which has caused inconvenience for tens of thousands of employees. After receiving the transfer hotline, the Transportation Comprehensive Affairs Center of Zhongkai High tech Zone optimized and adjusted the 326 line to be located within the Xikeng Industrial Park based on on-site investigation and demand, and two-way stops at factories such as Baicai Zhigu and Jinhao Medical to ensure the travel of employees from surrounding enterprises in the park. Subsequently, representatives of relevant enterprises presented banners and gave insulated cups to all drivers of Bus 326 as a gesture of gratitude.

　　Behind the satisfaction of residents is the vivid practice of "handling complaints immediately" on the 12345 hotline of Zhongkai High tech Zone. It is reported that the 12345 hotline in Zhongkai High tech Zone undertakes work orders transferred from the Huizhou 12345 hotline platform to Zhongkai High tech Zone. It does not have the functions of answering, accepting, and registering appeal matters, but is only responsible for coordinating the handling, response, transfer, review, follow-up, urging, supervision, and evaluation of appeal matters transferred to Zhongkai High tech Zone. The hotline office was established in August 2023 at the Zhongkai High tech Zone Science and Technology Innovation and Investment Promotion Bureau. Since the beginning of this year, the Zhongkai 12345 hotline has established and improved a full cycle closed-loop management mechanism, focusing on "accurate allocation, practical handling, and tight supervision", so that the issues raised by enterprises and the public can be "responded to one by one, and everything can be resolved". A large number of enterprises and the public's worries, troubles, and anxieties can be quickly responded to and efficiently handled.

　　The satisfaction rate of the public in Zhongkai High tech Zone is 96.07%, ranking first among all counties and districts in the city; The review pass rate is 97.51%, ranking second among all counties and districts in the city; The delay rate for work order processing is 0.52%, ranking third among all counties and districts in the city; The average processing time is 6.54 days, ranking third among all counties and districts in the city.

　　Citizens have reported that the road surface under the Zhongkai Chenjiang Huiqiao Expressway Bridge is bumpy. Relevant units have been coordinated to go to the site to carry out hardening treatment on the road section. Currently, the cement hard bottoming construction has been completed.

　　Accurate dispatching to solve urgent and difficult worries Shorten the average processing time by half over six months

　　Dispatching orders is a crucial part of the entire process of handling complaints immediately. Whether it can target and target the handling unit directly determines the efficiency of handling complaints.

　　"Because we are not directly answering appeals, we can only understand and transfer orders to relevant units for processing based on the text content of the work orders. Some work orders are expressed vaguely, some involve multiple units, and some involve years of historical legacy issues." The person in charge of the Zhongkai High tech Zone Science and Technology Innovation and Investment Promotion Bureau stated that for these work orders, we mainly achieve precise dispatching through three measures: first, we analyze and judge the content of work orders layer by layer in a "peeling onions" way, and identify the "core demands" of the masses; Secondly, for work orders with unclear content, proactively call the requester to understand their true intentions in detail, and prescribe medication accordingly; The third is to proficiently grasp the functions and relevant business regulations of all units in the region, and not to force or pressure orders, to be reasonable, evidence-based, fair and just.

　　"The parking fees in the community are too expensive, the property management is poor, and the elevators have problems every three to five..." Looking at the 12345 record sheet, complaints about the relevant property and community management are the focus of citizens' demands. These "small things" may seem easy, but they are actually not that simple. "A complaint from a residential property may involve the real estate regulatory department, price regulatory department, price law enforcement department, and local towns and streets, which can easily lead to unclear responsibilities and unresolved issues." The person in charge of the Zhongkai High tech Zone Science and Technology Innovation and Investment Promotion Bureau told reporters that the problem was discovered "early" and the problem was solved "well". In order to ensure the efficient operation of the hotline in accepting and processing work orders, Zhongkai actively coordinated with the guiding ideology of "solving one problem, solving a type of problem". He organized relevant units to hold coordination meetings for complaints such as property fee disputes, market consumption disputes, social security payment disputes, and decoration disputes, and resolved a group of difficult and miscellaneous problems. Clarified the responsibilities of each relevant unit in the relevant issue work order. For example, by deepening the linkage mechanism, complaints related to the property of residential communities in Zhongkai High tech Zone have been clarified, which will be led by the real estate regulatory department. Our dispatching speed has been greatly improved, and the problems reflected must be explained within the specified time.

　　The data shows that in September 2023, the average processing time for the 12345 hotline work order in Zhongkai High tech Zone was 9.32 days, with a delay rate of 4.45%. In just over half a year, Zhongkai High tech Zone has made a qualitative leap in the efficiency of 12345 hotline work order processing through three major measures: establishing regulations, strengthening supervision, and actively coordinating, meeting the work requirements of "handling complaints immediately".

　　The temperature of a city lies in the fact that every citizen's voice can be heard and responded to. "We should treat the affairs of the people as a matter of great importance, use our hearts and emotions, and build our service hotline into a 'connecting line' where the people call and respond, and the people need and do what they need." The 12345 Government Service Convenience Hotline in Zhongkai High tech Zone is dedicated to solving the "urgent and difficult" needs of the people. Next, we will continuously optimize the hotline processing process, improve service capabilities, increase supervision, and effectively handle "key small matters" in the hearts of the people, continuously improving their sense of gain, happiness, and security.