Zhuhai, Guangdong: Activate the emergency help channel Establish a hierarchical and classified handling mechanism for epidemic demands

Source: CCTV news client

On January 20, Zhuhai held a press conference on epidemic prevention and control to report on the current epidemic prevention and control situation and the latest progress of epidemic prevention and control.

Since the outbreak of the epidemic in Zhuhai City on January 13, the 12345 government service convenience hotline has increased sharply in terms of traffic on the epidemic prevention and control work, and from 0:00 on January 13 to 20, 12345 calls have 109641 calls, an increase of 121.22% over the same period last year, and the highest single-day telephone call volume has exceeded 20,000, and a total of 43,837 consultations and appeals related to the epidemic have been accepted, of which 90% are policy consultations. In order to serve the citizens of key areas such as epidemic sealing and control, Zhuhai City has established a special work class in multiple ways, mainly carrying out the following aspects:

The first is to enable emergency help channels to ensure that appeals can be received.

In response to the epidemic, 212 operators of the 12345 hotline cancelled their vacations, all staff returned to work to support the fight against the epidemic, and 28 operators who could not arrive normally in the sealed area were able to work through remote agents. In addition, Zhuhai City has also urgently recruited 30 volunteers from the call practitioners to enrich the telephone positions. At the same time, a special seat for medical security and living materials guarantee in key epidemic areas has been opened, and the backbone of the business has specially accepted and handled the urgent demands of citizens in key epidemic areas, and answered citizens' consultation questions on epidemic prevention and control policies in the first time. A priority telephone answering mechanism for citizens in key areas has been established to ensure that citizens' consultation and complaint calls in key areas of the epidemic are given priority access, timely answering, and special follow-up.

The second is to establish a mechanism for the hierarchical and classified handling of epidemic demands.

For 10 types of problems that the public is concerned about, such as emergency, temporary delivery, and drug supply for chronic diseases, the 12345 hotline has established a three-level disposal mechanism to ensure that all epidemic-related appeals are transferred to relevant departments for disposal within 20 minutes, and arrange special personnel to coordinate hierarchical processing and time-limited response. Among them, the medical assistance appeal is led by the work class, which requires a reply within 1 hour, the emergency help appeal is required to be replied within 2 hours, and the people's livelihood security appeal is required to be replied within 4 hours.

The third is to rely on intelligent means to divert traffic pressure.

In order to improve the efficiency of accepting epidemic-related claims, the 12345 hotline has opened an epidemic intelligent customer service and "epidemic green channel" on the WeChat terminal to provide citizens with self-service inquiries and consulting services on epidemic prevention and control policies. At the same time, arrange special personnel to update the intelligent knowledge base related to epidemic prevention and control in real time to ensure that the knowledge content such as epidemic prevention and control policies and nucleic acid testing is timely and accurate. (Reporters Song Xue, Wei Xing, Wang Siqi, Chen Huiting, Han Yuhao, Chen Jiexiong)