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Shenzhen to Offer 'All-In-One' Call Center
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An "all-in-one" call center is expected to be put in use on a trial basis by the municipal government for inquiries or complaints from Shenzheners by the end of this year.

Citizens will be able to dial one number, 12345, to deal with any of the 44 bureaus or departments run by the municipal government, Thursday's Chinese-language newspapers reported.

The city government aims to provide a better and more effective service for citizens, and put an end to the division of authorities in the administration, the reports said.

A database of frequently asked questions will be set up, which should ensure that more than 80 percent of inquiries can be answered directly by telephonists.

Any unanswered inquiries, together with complaints, suggestions and criticism, will be transferred to support staff for further investigation.

"The hotline will provide a 24-hour service for the public, and the call center is expected to be formally launched around October and November this year," officials with the municipal government said. The city government promises callers should have to wait no longer than 15 seconds for their call to be answered.

"To remember the numbers of more than 40 governmental department hotlines is difficult, which is why we have decided to combine the numbers into one," said a spokesman for the information office.

The spokesman said the call center will follow individual cases until they are satisfactorily resolved. Individual bureau or department hotlines will close once the center is operational apart from those for the police bureau, labor and social security bureau, industry and commerce bureau, communications bureau, revenue bureau and district governments.

China Telecom's 114 public enquiry hotline will also be allowed to share the database of frequently asked questions.

(Shenzhen Daily January 12, 2007)

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