Zhao Guanghui, acting mayor of Siping in China’s Jilin province, visited the city’s 12345 government service hotline center on November 11, 2026, and held a meeting on its operations, according to the WeChat account Siping Release, as reported by The Paper.
Zhao said the hotline’s value should be judged by whether problems are actually resolved, not just by call-answering or case-closure rates. He urged officials not to treat a reply as a solution. Among ten priority areas, he cited property management, consumer rights, pollution prevention and labor rights.
He also called for clearer departmental responsibilities so complaints do not pass repeatedly between agencies. Where responsibility is unclear, the city should determine which unit will handle the case; units that refuse an assigned case or accept it without acting should be held accountable, he said.
Zhao warned against making satisfaction rates an unlimited responsibility for frontline staff. He proposed tracking the resolution of reasonable requests and the exclusion of unreasonable complaints. Requests clearly outside an agency’s remit or contrary to public norms could, under applicable rules, be submitted for withdrawal or closure, he said.
Citing an earlier Jilin Daily report, The Paper said Siping’s hotline handled 556,000 requests, complaints, reports, inquiries and suggestions from businesses and residents between January and October 2026. The reported resolution rate was 99.6%; timely acceptance and on-time completion rates were both 100%, the call-answering rate was 98.9%, and caller satisfaction was 99.9%.