The Shanghai 12333 Hotline is the first and largest human resources and social security consultation hotline in China, and it is also the busiest sub-platform of the Shanghai 12345 Hotline.

In the first half of 2024, the 12333 hotline in East China's Shanghai served 2.81 million business enterprises and residents, maintaining a manual call connection rate of over 90 percent. A total of 15,122 online manual assistance cases were handled, with a 100 percent connection rate and a 99.98 percent response rate within one minute.

It also maintained an immediate resolution rate of 95 percent and a post-call satisfaction rate of over 99 percent. 

As a sub-platform of the city's 12345 hotline, the 12333 hotline answered 650,000 transferred calls from the 12345 hotline, handled over 80,000 three-way transferred calls for business assistance and took on 47,000 work orders transferred from the 12345 hotline – achieving a 100 percent on-time completion rate for work orders.

To spare business enterprises from making extra call or citizens from visiting service windows, the 12333 hotline utilizes a hotline work order system to instantly resolve common and policy-related issues, while more personalized and complex issues are assigned for specialized handling.

Additionally, the hotline has piloted an expert on-site service mechanism. As such, it has invited experts from the Shanghai Municipal Tax Service of State Tax Administration, the Shanghai Municipal Human Resources and Social Security Bureau and other departments to provide on-site support for consultations – offering on-the-spot guidance, phone transfers and work order handling for operational issues raised by callers.

To help elderly citizens overcome the "digital divide," the 12333 hotline has also launched senior-friendly services, making outbound calls and sending service guides to the elderly – ensuring they are promptly informed about policies that affect their personal interests, such as pension adjustments.

Moving forwards, the 12333 hotline is committed to continuing to improve its service quality to help business enterprises and residents.

Source: Shanghai Municipal Human Resources and Social Security Bureau