Local government service hotlines will be optimized and merged to keep smooth communications between governments and enterprises as well as the public, according to a circular released by the General Office of the State Council on Jan 6, 2021.

Except emergency hotlines such as 110, 119, 120 and 122, all the other local government service hotlines, including those established by State Council departments and run at local levels, should be unified into the local “12345” government service hotline before the end of 2021.

Less frequently called numbers will be disconnected, while busy and commonly known ones will be reserved and managed by the 12345 system, it said.

Through the 12345 hotline, people can seek advice and assistance, report complaints, and give suggestions regarding the field of economic adjustments, market supervision, and public services, to name a few.

However, it won’t deal with matters that must be resolved through procedures such as litigation, arbitration, and government information disclosure, or that have entered the complaint channel, or that involve State secrets, business secrets, personal privacy, and convention violations.

The circular also urged local authorities to establish a hotline work management system, an information sharing system to increase connectivity between the 12345 hotline platform and other departments, and a supervision, evaluation, and accountability system.

A 24-hour manual service channel should be provided through the 12345 hotline, and staff training should be strengthened to improve hotline services, the circular said.