“There is a lot of water under the overpass of Haiguan Road. Many cars and passengers have to take the bypass to avoid being flooded. Is there anyone solving the problem?” The 12345 hotline received several calls from citizens concerning the flooding issue in Zhangjiagang of Jiangsu province on October 7, 2013. After the operator contacted a related department, the problem was solved as soon as possible.

During the seven-day National Day holiday, the 12345 hotline dealt with 36,817 such cases, an increase of 52.3 percent year-on-year. The hotline works 24/7 to provide services on issues such as transportation and life services.

Every call will be answered right away. “A typhoon hit the city on holiday, so we have more operators working during the period,” said Lu Mengjiao, an operator team leader.