Shenzhen’s Districts Government Hotlines: Making Public Service as Easy as 12345 | The definitive guide to Shenzhen, Shekou, Guangdong, China

Submitted by Harry Fozzard on April 20, 2011 - 11:19

The city government of Shenzhen has had trouble dealing with all cases that the citizens are calling their hotlines for. They do try their best to attend to each one; however, there are factors that prevent them from doing so. One factor that deeply affects the response time of the municipal government is that not everyone knows their hotline number. If they do, it would be difficult to memorize because of the numerous digits. Shenzhen’s districts government hotlines are different from each other. So unless every local of Shenzhen keeps a record of all these numbers, they would find it difficult to get their inquiries and complaints across.

This is the main factor why the municipal government of Shenzhen keeps on trying to find a way to make it easier for their citizens. They want the best for the people of Shenzhen that is why its local government wanted to make sure that if they had any complaint or inquiry, it would be answered and attended to by the appropriate bureau.

The city government of Shenzhen decided to create a call center that would cater to all the districts within the city. This “all-in-one” call center will provide only one number to make it easier for anyone to contact them wherever they are in Shenzhen. The municipal government decided on “12345” as the hotline number so that it would be easier for each citizen of Shenzhen to remember.

All district governors’ offices in all districts within Shenzhen will be covered by this hotline. The district offices include the District governor’s office in Futian District, in Luohu District, in Nanshan District, in Yantian District, in Bao’an District, in Longgang District, in Gunangming New District, and in the Pingshan New District.

The call center aims to provide answers to inquiries and responses to complaints as well. They promise to follow each case thoroughly until it has been completely resolved. The call center agents would be trained to be capable of providing answers to the frequently asked questions of callers. In case a question can not be answered by the agent, the call will be escalated to the support staff that will then provide further and deeper investigation with regards to the matter called in.

The government aims to start the call center operation on a trial basis, effective October or November of 2011. Once it is fully operational, the old hotlines will close. The municipal government says that the call center would have enough agents to cater to everyone who calls in. They promise that the response time will be no longer than 15 seconds.

For Further Reading:

Longgang District Police Safety and Security Anywhere You Go

Yantian District Police: Keeping Shenzhen Residents and Visitors Safe

Bao’an District Police – Innovation in Security

Futian District Police – A Call Away for Any Emergency

Louhu District Police – Keeping You Safe while You Shop, Save and Enjoy

Nanshan District Police: Dial 110 for English