随着经济社会的发展，12345热线的作用不断演变，职能定位越来越丰富。特别是近年来，国家层面对政务热线的相关文件相继出台，12345热线作为数字政府建设的重要内容，通过数字技术参与和赋能政府治理，已在回应公众关切和社会热点等方面发挥了重要作用。同时，国内部分省市积极探索以12345热线为主要载体的接诉即办改革，将12345热线从单一的公众诉求信息传递渠道升级为综合性的治理机制[[]]，公众感受度和满意度得到提升，取得了良好效果。X地区作为西北边疆少数民族聚集地区，12345热线于2021年底上线，2023年上半年电话接入量208.95万件，同比2022年同期增长43.39%，说明X地区12345热线越来越受到公众关注，已成为政府治理体系的重要组成部分。但同时X地区12345热线也显现了一些亟待解决的问题，其中各地（州、市）12345热线定位不一致、效能差距较大情况尤为明显。为能深刻理解和解决这些问题，到底有哪些因素影响着X地区12345热线效能成为讨论探索的重大课题。基于此，本文在X地区12345热线实践场景下，引入广泛应用于电子政务领域的技术-组织-环境（TOE）框架，使用扎根理论方法，对影响12345热线效能的因素进行梳理讨论和研究分析，归纳出技术支撑因素、组织保障程度、外部环境因素和协同因素4个方面的影响因素。其中技术支撑是影响12345热线效能的支撑因素，同时调节组织保障程度和外部环境因素影响协同因素的途径和效度；组织保障程度是内部因素；外部环境是外部条件。协同因素是技术、组织和环境3个静态影响因素与12345热线效能的中介和链接。通过协同因素的动态影响，技术-组织-环境（TOE）框架得到优化并转化为动态框架。优化后的动态TOE框架能够有效解释X地区12345热线效能影响因素的构成因子及作用途径。在此基础上，本文通过量化数据进一步印证了定性分析结论，并结合实际情况，提出了提升X地区12345热线效能的对策建议，为整体推进12345热线工作提供了借鉴思路。

With the development of the economy and society, the role of the 12345 hotline has been constantly evolving, and its functional positioning has become increasingly rich.In particular, in recent years, relevant documents on the government hotline have been issued at the national level. As an important part of the construction of digital government, the 12345 hotline has been comprehensively promoted throughout the country, and has played an important role in responding to public concerns and social hot spots. At the same time, some provinces and cities in China have actively explored the reform of the "response to complaints" with the 12345 hotline as the main carrier, upgrading the 12345 hotline from a single channel for transmitting public appeal information to a comprehensive governance mechanism. The public‘s perception and satisfaction have been improved, and good results have been achieved.As a gathering area of ethnic minorities in the northwest border region, the 12345 hotline was launched at the end of 2021. In the first half of 2023, the number of telephone calls was 2.0895 million, an increase of 43.39% compared to the same period in 2022, indicating that the 12345 hotline in X region has attracted more and more public attention and has quickly become an important part of the government governance system.However, at the same time, the 12345 hotline in X region also shows some problems that need to be urgently solved, among which the inconsistent positioning and large performance gap of the 12345 hotline in various regions (states and cities) are particularly evident.In order to deeply understand and solve these problems, what factors affect the efficiency of the 12345 hotline in X region have become a major topic for discussion and exploration.Based on this, this article introduces the technology-organization-environment (TOE) framework widely used in the field of e-government, using the grounded theory method to sort out, discuss, and analyze the factors affecting the effectiveness of the 12345 hotline in the X region under the practice scenario of the 12345 hotline. Four factors are identified: technology support, organizational security, external environmental factors, and collaborative factors.Among them, technology support is the supporting factor that affects the effectiveness of the 12345 hotline, and it also regulates the effectiveness of the organizational security level and external environmental factors.Organizational security is an internal factor;external environment is an external condition.Collaborative factors are the intermediary and link between the three static factors of technology, organization, and environment and the effectiveness of the 12345 hotline.Through the dynamic impact of collaborative factors,the technology-organization-environment (TOE) framework is optimized and transformed into a dynamic framework.The optimized dynamic TOE framework can effectively explain the action pathways of the constituent factors affecting the effectiveness of the 12345 hotline in X region.On this basis, this article further confirms the qualitative analysis conclusion through quantitative data, and proposes countermeasures and suggestions to improve the effectiveness of the 12345 hotline in X region, providing a reference for promoting the work of the 12345 hotline as a whole.