Ms. Wang, the legal representative of a construction company in Chenzhou City, had been trying to get a deposit refund. Using the enterprise hotline 12345, she managed to receive it within three days after the call center registered a work order for the relevant department to reply within a limited time frame.

 

Just one call helps. In early 2022, Chenzhou City established the enterprise hotline 12345 on the principle that every call counts to handle business consulting, requests, complaints, reports, and suggestions in a timely manner as a part of an overall effort to optimize its business environment.

 

 

A director of some developer called the hotline to consult about temporary road occupation procedures and received detailed answers quite soon.

 

To provide prompt and accurate solutions to enterprise requests, the call center has successively built a knowledge base and a specialist group.

 

The former includes authoritative content on document policies, service items, procedure handling, and public service and has already pooled more than 400 items provided by various departments. 

 

The latter, however, is consisted of professionals in project service and enterprise service as well as business elites from various departments throughout the city, who can answer calls transferred from 12345 anywhere at any time and provide one-on-one online services to market entities.

 

Simple questions are answered by the center call staff after checking the knowledge base, while questions requiring professional expertise are answered by policy specialists. Statistics reveal that the call center has received 234 calls for business consulting from January to March this year.

 

 

 

A hotel manager expressed gratitude to the call center during a return visit. The hotel had been told by a government department to solve the security concerns in its lobby ceiling during a safety inspection. However, the former construction company was slow to provide a repair plan, causing serious disruptions to the hotel’s operations.

 

Upon receiving the hotel’s request for assistance, the hotline staff promptly forwarded the case to the relevant departments, but it remained unsolved. Then the city optimization office immediately initiated joint supervision, ordering the construction company to promptly address the safety hazard. After over a month of work, the hotel completed the repairs and resumed normal operations.

 

The government must respond to the demands of enterprises. In order to better address these concerns, Chenzhou’s service call center, in conjunction with the city optimization office and the private enterprise service center, established a highly coordinated and efficient work mechanism involving a clear assignment of duties for each unit, along with a WeChat group for interaction and periodic meetings to discuss work progress.

 

Through this three-way cooperation, both the response rate and resolution rate have been improved, with a range of issues including the construction environment and policy implementation handled. Since the beginning of 2023, a total of 130 cases have been transferred.

 

 

 

Mr. Li, self-employed, reported through the enterprise hotline that he leased a shop at a school rent-free for only one month while relevant policies ruled that he was actually entitled to a rent reduction for three months.

 

The hotline staff forwarded Li’s case to the city’s education bureau. After conducting an investigation, the bureau found Li’s testimony to be true and criticized the school involved, ordering it to promptly reduce Li’s rent for the full three months. Currently, the school is going through with the procedures to reduce Li’s rent.

 

Resolving concerns for market participants is a key focus for optimizing the business environment. Since its establishment, the “12345” hotline has provided 24-hour one-on-one service for market participants, striving to solve any problems they encounter.

 

Through its reception, analysis, collaboration, and supervision, it has successfully resolved a series of urgent issues, helping to accelerate the development of market participants and improve their satisfaction with the business environment in Chenzhou City.

 

This year, the call center fully utilizes its roles as a promoter, server, supervisor, and escort to promote tourism as the second Hunan Tourism Development Conference will be held in Chenzhou. It makes every effort to serve projects and enterprises, quickly resolving any complaints related to the construction environment of the conference’s development projects and the local tourism market. 

 

In cases where there are minor disturbances caused by construction dust, noise, and other factors related to these tourism projects, it explains to local residents, ensuring the uninterrupted progress of the projects.