北京12345热线在过去7年累计受理诉求超过2亿件，诉求解决率和满意率实现了显著提升1。解决率从最初的53.1%上升至97.3%，满意率从64.6%提升至97.7%1。这一成绩反映出该热线作为城市治理工具的不断完善，2019年诉求量为696万余件，到2025年已增长至2580万件1。
为支撑这一庞大工作量，北京12345热线配备了750个话务坐席和1700多名话务员进行24小时轮班值守1，平均每名话务员每天处理超过41个诉求1。这种高效的应对机制已成为全国各地的推广对象，深圳2025年的诉求受理超过1400万件，江苏省超过4400万件1。
在近期举办的接诉即办改革论坛上，国际专家对北京的城市治理创新给予了高度评价1。英国人文与科学院院士德瑞·史密斯表示："北京12345热线所做的，是把这副担子从居民肩上卸下来，放到它本该属于的地方——国家身上。"1论坛发布的《全球城市热线服务与治理效能评测报告》涵盖了北京、上海、香港、纽约、巴黎等20个城市1。与此同时，各地正推动从个案解决向源头防治转变，建立高频投诉集中治理机制1。
Beijing's 12345 citizen service hotline has received more than 200 million public requests over seven years, with its resolution rate improving from 53.1% to 97.3% and satisfaction rate rising from 64.6% to 97.7%.1 The hotline, staffed by over 1,700 operators across 750 call stations working around the clock, processes an average of more than 41 requests per person daily.1 Request volume has surged dramatically, growing from approximately 6.96 million cases in 2019 to 25.8 million in 2025.1
The 2026 Beijing "Receive and Handle Immediately" Reform Forum highlighted the hotline's significance as an urban governance innovation model, with international recognition underscoring its impact.1 A comprehensive evaluation report released at the forum assessed hotline services and governance effectiveness across 20 major cities worldwide, including Beijing, Shanghai, Hong Kong, New York, and Paris.1 According to Derek Smith, a Fellow of the British Academy for Humanities and Sciences, the Beijing 12345 hotline represents a fundamental shift: "What the Beijing 12345 hotline does is lift this burden from residents' shoulders and place it where it truly belongs—on the state."1
Beyond Beijing, other Chinese cities are advancing similar initiatives. Shenzhen handled over 14 million requests in 2025, while Jiangsu Province processed more than 44 million requests.1 These efforts reflect a broader transition from resolving individual cases toward preventing problems at their source, with cities establishing concentrated treatment mechanisms for high-frequency complaints.1
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