近日，辽宁省宣布将逐步取消12345政务服务便民热线的语音导航系统，旨在提升群众办事效率与服务体验。传统的语音导航菜单层级复杂、操作繁琐，常导致市民在拨打电话后需多次按键才能转接到所需服务，不仅耗时，还容易引发不满情绪。此次改革将推动12345热线向‘直通快办’模式转型，通过智能语音识别、大数据分析和人工坐席前置等方式，实现来电即接、精准派单、快速响应。部分试点地区已实现‘一键直达’目标部门或直接由智能客服解答常见问题，大幅缩短等待时间。此举是辽宁深化‘放管服’改革、优化营商环境的重要举措，体现了政府以群众需求为导向的服务理念。未来，全省将分阶段推进该措施，确保系统平稳过渡，同时加强后台支撑能力建设，保障服务质量不降反升。
Recently, Liaoning Province announced plans to gradually eliminate the voice navigation system of its 12345 government service hotline, aiming to enhance efficiency and user experience for citizens seeking assistance. Traditional voice menus are often complex and multi-layered, requiring callers to press multiple keys before reaching the right department—a process that is time-consuming and frustrating. The reform will shift the 12345 hotline toward a ‘direct and fast-track’ service model, leveraging intelligent voice recognition, big data analytics, and front-loaded human operators to enable immediate connection, precise ticket routing, and rapid response. Pilot areas have already achieved ‘one-click access’ to target departments or instant answers from AI-powered customer service for common inquiries, significantly reducing wait times. This move is a key part of Liaoning’s broader efforts to deepen administrative streamlining, improve regulatory frameworks, and optimize the business environment—reflecting a citizen-centric approach to public service. The province will implement the change in phases to ensure a smooth transition while strengthening backend support systems to maintain, or even improve, service quality.
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