“to bring together the minds of all sides and the energies of all”. The jeinan daily news ezinan client, together with the jeinan city citizen's hotline 12345, launched my home in change media, which focuses on hot spots in the processing of the 12345 hotline and translates grass-roots governance strengths into good governance effectiveness for urban soft power enhancement。
"can we add a public transport line to the subway? " before line 4 of the subway was opened, ms. Wang, who lived near phoenix road in the old city district, expressed her wish through the 12345 citizen service hotline. In response to this livelihood claim, jenan public transport group ltd. Was promptly implemented. On the day the metro opened, the optimized community bus 558 was located outside the station, effectively opening the “last kilometre” of civilian subway travel. The experience of “demand before construction, service before operation” is precisely where jinan bus goes from “on call to”No advance actionA vivid microcosm of the transition。
In recent years, the jinan transport group has seen the 12345 citizen service line as a core resource for service optimization and transformation. Through system re-engineering, institutional innovation and data empowerment, not only are the citizens' “graceful hopes” addressed efficiently, but potential needs are captured more proactively, and public services are driven from “passive response” to “active supply” to a unique path of hotline-driven governance modernization。
Set up a system of “guests” to make people's voices heard and heard
It is known that, in order to respond systematically to citizens' demands, jinan bus has taken the lead in carrying out institutional reforms with industry throughout the country, creating a three-tier “group-subsidiary-cargo”-managed “broadcast” system。
While consolidating traditional hotline positions, jinan bus has been active in broadening the reach and depth of citizens ' demands. Underline, more than 300 “walkers” teams have volunteered to enter communities, subway stations and conduct experiential research; online, new media, such as twitter, microblogging, and shivering, “369, go” ap, and the official network platform for providing advice, have formed a “one-size-fits-all” matrix of services. Ensure that every recommendation and demand of the public is effectively captured and communicated in a timely manner。
Innovative “quick fix” mechanisms for “quick fixes”
In order to improve the effectiveness of its response, the jinan bus and jeennan city's 12345 citizen service line were efficiently linked, innovatively creating “public transport seats” and “public transport + subway double-net” seats, and a tripartite “citizens - 12345 - hosts” mechanism to achieve “immediate answers” for simple consultations and “precision” for complex claims。
In response to calls from citizens for advice on high frequency matters, jinan public transport has been working to break down internal data barriers by integrating commonly used operational systems such as the smart movement control system, the “consumer query system”, the “intelligence monitoring system” of the integrated vehicle management system, with the hotline “intelligent passenger cloud platform”. Operators can jump through multiple systems at the same platform interface and achieve real-time access to information on vehicle locations, shift plans, fare policies and so forth, significantly increasing the efficiency and accuracy of online answers. At the same time, smart aids such as the ivr self-help voice query (ivr) and the aicall smart passenger service (ab) robots provide a 7x24-hour self-help query service to citizens, effectively reducing the length of online waiting. Full implementation of the voice dispatch system and the dynamic redeployment of human resources to ensure that the hotline is “facing faster, more responsive and more realistic”。
Journalists are aware of the cross-cutting and cross-cutting challenges, and the jenan group has established a “joint meeting” mechanism to develop a “list of responsibilities of functional units” covering more than 300 operations to promote efficient resolution of problems in accordance with the principle of “first call, on-the-spot, on-site and on-the-ground”. This series of institutional innovations has consolidated the “accountability network” of claims, ensuring that citizens are concerned about “the fact that things have happened”。
Strengthening data enabling research to make the puzzle "difficult and cureable"
In addition, the jinan bus pays special attention to the in-depth value of citizens' claims data, establishing a regularity mechanism for “daily combing, weekly analysis, monthly studies” to identify precisely the pain points, service congestion points, targeting the optimization of public transport lines, operating hours, etc. From among the demands of the citizens, and to make public transport services more responsive to their actual travel needs. The hotline centres form " attention today " on a daily basis, focus weekly hotspots on " attention this week " and conduct monthly systematic research into " attention this month " and " the ombudsman " 。
Staff told journalists that the analysis would provide a solid basis for consensually driven scientific decision-making through the group party committee and decision-making levels. At the same time, as part of the “empirical research” activities of the roadside party committee, members and managers of the jenan group regularly go into cars and station plates to return claims with a “passenger's perspective”, take a direct look at the situation on the ground, listen to citizens' passengers face-to-face, and join multi-sector community and street associations to promote effective solutions to the problem at its root. In 2025, the total number of work orders for the jinan bus hotline decreased by 24. 81 per cent over the same period。
Implement the concept of “no-action” and “run ahead and warm the heart” of the service
The key to “not proceeding ahead” is to move the service point forward. The jenan bus proactively prejudges demand and solves difficult problems in a number of fields of practice. In response to special weather events, such as rain and snow, jenan bus offers an advance recording of service alert videos, which are widely distributed through media platforms. At the same time, bullet window alerts for affected lines are set up in the “369 travel” app to facilitate first-time control of operational changes and advance planning of travel。
By the end of 2025, significant progress had been made in the area of orbiting traffic construction in chinan. Journalists learned that, as early as the planning phase of the chinan subway network, the chinan bus network was optimized and model innovations were used to break out of pain. In response to a contradiction between supply and demand imbalances on some community lines, “not at peaks, flat-peakers”, the jenan bus pilot introduced a “neighborhood zoba” response service, whereby residents can make “call-on-call” appointments on their mobile phones or call buttons for community entities, making public surrender more flexible。
As the metro lines gradually become connected, the connection layout of the jinan bus system advances. On the one hand, a large number of new metro connections have been opened to fill the “gaps” between metro stations and communities and parks; on the other hand, the large-scale optimization of established lines has made it possible for public transport stations to be closely connected to the entry and exit of the subway, which has recently been less than 20 metres away. To date, there are more than 280 public transport lines dedicated to the subway。
The hardware interface is improving and the integration of information is deepening simultaneously. The optimization of hundreds of public transport stations has been completed, a large number of which are located within 50 metres of the metro entrance and are accompanied by clear rotation guidelines; smart electronic station plates are synchronized to show information on public transport to stations and metro shifts, breaking the “information island”; the road map of the cars is marked with the metro station at its core, and the voice-broadcasting signs are increased to allow passengers “to see and hear clearly”。
Following the opening of the subway, the jinan bus also continuously monitors changes in demand through hotline data, introducing dynamic movement control measures such as additional inter-sector vehicles and flexibility in adjusting the frequency of dispatches for some metro connections, so that the service remains in line with demand。
From special weather warnings, community micro-cycle innovations, to the systematic layout and dynamic optimization of metro connections, jenan bus completed one full “without prior action” loop. Looking to the future, jinan bus will continue to be people-centred, deepen the “active governance” model, transform the voice of the hotline into a constant drive for service upgrading, make the brand of “people's full-time drivers” more colorful, and contribute more warm and efficient public transport power to zinan's accelerated construction of a new era of socialist modernism, the “strong, rich and rich” province. (jinan daily news ezinan)
