Since Beijing “12320” health hotline was opened，service demand has been increasing，service scope has been expanding，service form has been enriching，service function has been expanding. The overall rising trend of the call volume is directly related to the practical convenience and service accessibility of the traditional telephone consultation channels，as well as the authority of the policy information of the government service hotline，the accuracy of the professional knowledge，the professional quality of the service staff，the specific demand of the government function supporting services，and the limitation of the use of network technology and emerging media by the specific groups such as the elderly；while the slowdown of the growth rate is directly related to the popularization of the network and the rise of the healthy access of the new media. Although the growth rate of hotline service has slowed down，it still has a broad base of service audience and a strong demand for services，which cannot be replaced. In the future development process，it is necessary to do a good job of “original” call service in “new” way，integrate “original” propaganda service in “new” form，and support government decision-making with data management analysis.