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E-mail China.org.cn, September 11, 2024
Xing Huina:
Next question, please. I notice two journalists have their hand raised.
China News Service:
As the number of inbound and outbound travelers continues to rise, we would like to know what assistance the immigration authorities provide for them when they encounter problems and difficulties during entry and exit activities. Thank you.
Liu Jia:
Thank you for your question. Pressing difficulties and problems that concern inbound and outbound travelers the most are also the focus and responsibility of immigration authorities. China's 12367 immigration service platform, launched on April 8, 2021, has become a "customer service center" to help solve these difficulties and problems.
Why put it this way? First of all, the 12367 service platform is "capable of answering" all inquiries, and it always responds whenever there is a question. As the first government hotline in China that provides direct, bilingual human services in Chinese and English to both domestic and overseas callers, it has received and handled in the past three years of operation a total of 12.768 million calls with regard to immigration-related service consultation, suggestions and advice. The service covers 147 countries and regions around the world. Moreover, the 12367 service platform is capable of "handling problems", as it can offer timely and effective access to services. Besides the hotline, the NIA's official website, "National Immigration Administration Government Service Platform 12367" mobile app as well as WeChat and Alipay mini programs also have access to the functions of the "12367 online service," providing 24/7 bilingual human service or intelligent real-time response services in Chinese and English, truly offering a service that is always online, dutiful and continuous.
In addition to 12367, we also have launched a government website in the six official U.N. languages of Chinese, English, Russian, French, Spanish and Arabic, and offer functions such as guidance on immigration management, and office information query, making facilitations for Chinese and foreign personnel to inquire about China's immigration management services, keep abreast of relevant laws and regulations, and obtain other information they need. Since the website went online, the number of visits in total has been over 1.58 billion.
In the next step, we will continue to optimize the 12367 service platform and multilingual versions of our website, expand channels and functions of services, and make greater efforts to provide more efficient and convenient services to facilitate the entry and exit of personnel. Thank you!
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