The National Energy Administration held a symposium on ensuring people's energy use during the Spring Festival at the 12398 Energy Supervision Hotline Center.

Song Hongkun and his team visited the 12398 hotline center to inspect the work site. They listened to a report on the handling of complaints and reports over the past year since the implementation of the new system for complaints and reports to the 12398 hotline. They also discussed ensuring the supply of public energy during the Spring Festival period and other related work with officials from the National Energy Administration, some dispatched agencies, and power grid companies. Song Hongkun pointed out that the 12398 hotline is an important window for the National Energy Administration to communicate with the masses and serve the people. Since the implementation of the new system for the 12398 hotline a year ago, it has been operating smoothly and effectively. The efficiency of handling complaints and reports has significantly improved, the role of connecting with the people has been effectively strengthened, and the credibility and social acceptance of the hotline have been further enhanced. In the next step, all units should thoroughly study the difficulties and bottlenecks in the operation of the system, continuously improve the complaint handling mechanism, optimize the complaint handling processes, and promote the more standardized operation of the system. They should adhere to and develop the "Fengqiao Experience" in the new era, continuously improve the level of grassroots governance, and strengthen the quality and effectiveness of complaint handling. They should enhance technological empowerment, actively promote the application of technologies such as big data and artificial intelligence, and enhance the intelligence level of hotline services.