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Dahe Daily·Henan Video Reporter Liu Yongheng

Recently, a labor service company in Shandong won the bid for the "12345" platform service outsourcing project of Liaocheng City's 12345 Citizen Hotline Reception Center, which sparked heated discussions among netizens.

The Liaocheng Public Resources Trading Center shows that the winning bidder is Shandong Moyi Labor Service Co., Ltd., with a bid amount of 16,665,264.00 yuan. The previous bidding announcement of the project showed that the project was a government procurement project, specifically for small and medium-sized enterprises, with a budget of 16.73 million yuan and a contract performance period of 1 year.

Public data shows that as early as July 2020, Liaocheng City began to bid for the "12345" platform service of the 12345 Citizen Hotline Acceptance Center, with a budget of 9.6 million yuan and a contract performance period of one year. The procurement content is to provide and manage operators to accept citizens' demands, consultations, suggestions, etc. Acceptance channels include but are not limited to 12345 telephone, WeChat, Weibo, mobile APP, mobile text messages, online acceptance platform, and provincial government service hotline transfer. Specific work includes answering, receiving, transferring, urging, returning visits, quality inspection, statistical analysis, suggestion collection and other temporary work for citizens' demands, consultations and suggestions.

Thereafter, after the end of each contract every year, Liaocheng City will open external bidding for this project: in 2021, the budget is 14 million yuan, and the winning bid amount is 13,959,663 yuan; in 2022, the budget is 16.73 million yuan, and the winning bid amount is 16,693,615,850 yuan; in 2023, the budget is 15.89 million yuan, and the winning bid amount is 15,869,550.00 yuan.

In the past four years, in addition to Shandong Moyi Labor Service Co., Ltd. which won the bid this year, many companies including Liaocheng Sanshi Human Resources Service Co., Ltd., Shandong Ludong Human Resources Co., Ltd., and Shandong Jinfei Communication Technology Co., Ltd. have won bids for the above projects.

A labor service company in Shandong won the bid for the "12345" platform service outsourcing project of Liaocheng City's 12345 Citizen Hotline Acceptance Center

Outsourcing of 12345 hotline services is not uncommon

The reporter noticed that it is not uncommon for the 12345 hotline to implement government-purchased services across the country.

In December 2022, Guangzhou's 12345 government service hotline service outsourcing project was open for bidding with a budget of 466,602,900 yuan. The contract performance period is from January 1, 2023 to December 31, 2025, a total of three years, and the contract is signed for one year; in May this year, Meizhou City's 12345 government service hotline service outsourcing project was open for bidding with a budget of 3.42 million yuan; in August, Dongguan City's 12345 hotline service outsourcing project issued a bidding notice with a budget of 51.94 million yuan and a contract performance period of 1 year.

According to the bidding documents for the Guangzhou 12345 government service hotline outsourcing project, the project construction adheres to the people-centered approach, aims to accelerate the transformation of government functions, deepen the "delegation, regulation and service" reform, continuously optimize the business environment, vigorously promote the merger and optimization of various convenience hotlines at the municipal level, improve the efficiency of handling various demands, and make the government service hotline answer faster, distribute more accurately, and handle more effectively, creating a "general customer service" for government services.

The document also stated that one of the project goals is to improve the level of operational management. Through this project, the hotline matters such as acceptance, transfer, coordination, supervision, follow-up visits and archiving will be completed, and the operational management level of the hotline will be further improved with the help of the professional technology and operational management experience of the outsourced service provider.

In addition, many places including Nanning in Guangxi, Xiaogan in Hubei, Qinhuangdao in Hebei, Yulin in Shaanxi, Jinan in Shandong, and Quanzhou in Fujian have also implemented government procurement services for the 12345 hotline.

Public reports show that in the 1980s, some cities in China began to open government hotlines. After decades of development, government hotlines have become an important channel for the public to reflect problems and suggestions and promote the resolution of government service issues. However, some problems have also emerged in the process of development of government hotlines.

The "Guiding Opinions of the General Office of the State Council on Further Optimizing Local Government Service Hotlines" (hereinafter referred to as the "Guiding Opinions") issued in December 2020 pointed out that there are still too many local government service hotline numbers to remember, hotline service resources are scattered, calls are difficult to get through, and people have to go to multiple places to get their services. These phenomena are still relatively common.

In order to further optimize local government service hotlines and improve the level of government services for enterprises and the public, the work goal established in the "Guiding Opinions" is to accelerate the merger of government service hotlines except for emergency hotlines such as 110, 119, 120, and 122. The merged hotlines in various regions will be unified as the "12345 Government Service Hotline", and the voice call number will be "12345", providing 24/7 manual service around the clock.

Since then, many cities have begun to adopt the government procurement service method to promote the construction of the 12345 government service hotline.

It is not uncommon for the 12345 hotline to implement government procurement services across the country. This picture shows the Guangzhou 12345 government service hotline.

What is the effectiveness of the 12345 hotline after outsourcing?

In September 2021, the official WeChat public account of Guangxi 12345 hotline released "Nanning Municipal Finance Bureau: Improving the overall operational capabilities of the 12345 hotline through government procurement of services", which elaborated on the overall service level of Nanning 12345 hotline after the implementation of government procurement services.

The article stated that in 2020, the Nanning municipal government allocated 12.0122 million yuan to implement the 12345 hotline government procurement service project. After public bidding, the winning bid amount was 11.998 million yuan.

After the implementation of government procurement of services, Nanning City’s 12345 government service hotline is guaranteed by a professional team for daily acceptance and operation, which has achieved standardization of call management and business management, making it more convenient and timely for the public to solve problems.

From July 2019 to June 2020, the number of valid calls answered by external personnel on Nanning's 12345 hotline was 136,034. After the implementation of government procurement services from July 2020 to June 2021, a total of 406,174 valid calls from the public were answered, an increase of 2.38 times compared with before, and the average monthly manual connection rate increased from about 30% to 90.07%. The participation rate of manual telephone service of Nanning's 12345 hotline increased from less than 1% to 54.34%, and the service satisfaction rate increased from about 78% to 97.68%. The overall service level of the hotline has been improved by a breakthrough and has been fully recognized by the public. During the operation service period, it received 369 praises from the public.

In the article "Anhui: Actively and Steadily Promote Government Service Purchase Reform and Strive to Improve the Level of Public Service Supply" published by the Anhui Provincial Department of Finance in February 2024, it was mentioned that Hefei City has carried out the overall operation of the 12345 hotline through government purchase of services, and merged the existing 24 convenience service hotlines into the 12345 hotline, building a unified hotline service platform for the entire city, creating a "general customer service" for government services, and unblocking channels for accepting people's demands, realizing the functions of "one-number acceptance, interconnection, convenience for the people, and service decision-making", enhancing the people's sense of gain and happiness.

Many places said that after outsourcing, the service hotline is guaranteed by a professional team for daily acceptance and operation, making it more convenient and timely for the public to solve problems (data map)

The article states that government procurement of services introduces third-party professional institutions to provide public services and participate in social management. Market-based means are used to clarify the entry and exit mechanism, contracts are used to determine the division of responsibilities and performance assessment, and service fees are paid based on the assessment results. Professional companies with specialized technical advantages, talent advantages, and management advantages are allowed to implement professional and standardized management in the field of social public services, which optimizes resource allocation and improves the level and quality of public services.

Source: Dahe Daily