The multilingual service desk of the Hainan 12345 hotline. (Source: hinews.cn)

Recently, a foreign visitor to Hainan has described the efficiency of the province's 12345 Government Service Hotline as "awesome" during a follow-up call.

The visitor in question accidentally left his bag on the No. 33 bus while traveling in Sanya. With help from a passerby, he reached out to the 12345 hotline for help, which in turn coordinated with the Sanya Public Transportation Group to verify the situation. In under an hour, the lost bag was found, and the owner was notified where to pick it up. The quick and effective response impressed him greatly.

The Fengxinglong Project Property Management Team of Sanya Senlv Investment Co., Ltd. carries out specific repairs on benches at the lawn square of Fengxinglong Party Masses Themed Park. (Source: hinews.cn)

The same level of responsiveness is also evident in broader urban governance. For example, another foreign visitor used the hotline to report old public benches with exposed nails at Fengxinglong Party Masses Themed Park in Sanya, which could have posed safety hazard. The report was sent to the park's management, the Fengxinglong Project Property Management Team of Sanya Senlv Investment Co., Ltd., which quickly made repairs and safety upgrades before checking and maintaining other facilities throughout the park. Their efficient response was well received by both residents and visitors.

As the main "service desk" of the Hainan Free Trade Port (FTP), the 12345 hotline serves as a quick-response platform for residents and visitors' urgent concerns while also acting as a vital showcase of Hainan's dedication to openness and service quality. In 2025, it managed over 5,000 foreign-related inquiries, with a resolution rate of 97.27% and a satisfaction rate of 99.02%. These figures reflect Hainan's ongoing efforts to strengthen its international service capacity.

Currently, the Hainan 12345 hotline offers multilingual support in English, Korean, Spanish, Russian, and French. It has also set up dedicated service desks for FTP policies and port-related services. Be it handling cross-border trade policy questions from foreign investors or giving multilingual assistance to international visitors, the hotline ensures timely, precise, and professional support, highlighting the Hainan FTP's goal of creating a world-class business environment.