Suzhou's 12345 hotline eases expats' life

"Good afternoon. This is Suzhou 12345 hotline. My working number is 539. How may I help you?" When the reporter walked into the 12345 public service hotline office of Suzhou, the English operator Guo Yupeng was on the line communicating in English with a foreign caller who was inquiring about visa-related matters.The 12345 hotline is the go-to solution for citizens and companies facing all kinds of problems and has become increasingly popular among expats living, working, and traveling in the city. Since the launch of the English service in 2023, the number of calls has grown year by year.

Photo/苏州12345和寒山闻钟 (WeChat ID: hanshanwenzhong_sz)

According to Fan Qinqin, an official from Suzhou Convenience Service Center, most inquiries from expats concern visa extension, renewal and reissuance, and application for residence permits."I want to apply for a work permit. Could you refer me to an agent or organization that can help me with it?" Later last year, a student at Xi'an Jiaotong-Liverpool University called for help. The operator then responded quickly with relevant information from the data bank."When front-line operators receive calls in English, they use the standard phrase, 'Please hold on. I will put you through to our English operator,' and immediately transfer the call to the English operator," said Fan, adding that if the call is an inquiry, the English operator will answer it immediately; if for complaints, suggestions, or requests for assistance, the call will be forwarded to competent government departments, with the operator tracking the progress throughout.