“12345”上海市民服务热线运行至今,深受市民欢迎,取得良好效果,但在运行过程中也发现了一些亟待解决的问题。在今后,对于上海“12345”市民服务热线近期发展的建议是:夯实基础——加强热线建设与发展的理论研究;并驾齐驱——进一步强化多种渠道的有效利用;赏罚分明——让运行规章中的责任制落实到人。 “12345 ” Shanghai Citizen’s Service Hotline has been well received by the public so far and has achieved good results. However, some urgent problems have also been found during the operation. In the future, the suggestions for the recent development of the “12345” service hotline in Shanghai are: Laying a solid foundation - strengthening the theoretical study on the construction and development of the hotline; keeping pace with the market - further enhancing the effective utilization of various channels; rewards and punishments clearly - The responsibility system in the rules is implemented to people.