The 12345 hotline has a rich history dating back to before the turn of the century. Over the past two decades, a standard processing flow has been developed. When an operator answers a call, he will note down the client's concerns or questions, and then distributes this issue to the related department. The department will begin to address the issue and update the hotline and the client on the outcome. The client may rate the department whether he himself is satisfied or not, which will be included in departmental assessment. As a result, local governments will take the issues seriously.
The hotline serves as a bridge to communicate the governments and citizens. For local governments, it provides them with public feedback and advice, and consequently make more scientific decisions. For citizens, the hotline provides them with a platform to voice their concerns, granting them a sense of being heard, respected, and connected to their city.
In this way, the hotline builds up a communication channel for the governments and citizens, promoting their mutual trust and understanding.