Four national standards released by SAMR (SAC), GB/T 44189-2024, Guidelines for government service hotline operation, GB/T 44190-2024, Specification for government service hotline integration, GB/T 44191-2024, Guidelines for the construction of knowledge base of government services hotline, and GB/T 44192-2024, Guidelines for government service hotline data application, were put into effect on January 1, 2025.

These standards are designed to put in place the work arrangements of the State Council to accelerate the standardization and facilitation of government services, promote one-stop government services, and efficiently respond to the appeals of enterprises and the public.

The standards, as an important part of the government service standards system, represent a starting point for promoting the normative operation, efficient services and innovative development of the government service hotline. They provide the specifications for the full-process hotline operation management targeting at the problems such as inefficient operation procedure, unclear integration elements, incomplete standards integration, and low level of data application.

They also provide the multi-element integration rules, and the specific requirements for the collection, governance, application and safety of relevant data, which can help improve the service quality, operation efficiency, resource allocation, and data application.

The standards will further realize the overall benefits of the government service hotline standards system, vigorously promote the standardization of the hotline, and help improve the modernization level of China’s system and capacity for governance.