Xinhua All Media + | Private Message We help you! ——This hotline in Tianjin is a bit "warm"

Tianjin, 20 Jan (Xinhua) -- Recently, a doctoral student at Nankai University posted on Weibo that his father unfortunately found cancer when he came to Tianjin to visit him, because the jinnan district where he was located was suddenly sealed and charged, and his father could not be transferred to a hospital for treatment. Shortly after the post was sent, the Tianjin 12345 government service convenience hotline (hereinafter referred to as the Tianjin 12345 hotline) replied in the comment area "Private message we help you".

The staff of the Tianjin Convenience Line Service Center are forming work orders based on the problems reflected by the masses. Courtesy of respondents

"After seeing her post, we kept a close eye on the computer, waiting for her to send us her phone number via private message." Ma Peng, director of the operation and management department of the Tianjin Convenience Line Service Center, recalled that after getting the contact information of the person who asked for help, the staff of the new media group of the hotline contacted him at the first time and verified the specific situation.

"It was more than two o'clock in the morning." Ma Peng said that considering the special situation of the patient, the hotline immediately formed an "urgent work order" and was transferred to the local and Tianjin municipal health departments in the early morning to quickly coordinate the solution. A few hours later, the helper called to thank him, indicating that the problem had been resolved in a timely manner.

The case that has attracted attention this time is the epitome of the Tianjin 12345 hotline serving the masses and solving problems. Behind the rapid response, it relies on the support of a high-quality team and strong technical force.

"The Tianjin 12345 hotline currently has about 800 staff members and provides services for the masses 7× 24 hours. In addition to the hotline, we have also opened a website, Weibo, and WeChat to accept the problems reported by the masses through multiple channels. Ma Peng introduced.

In addition to the enthusiastic service of the operators, a "library" and a "network" are the biggest "work magic weapons" of the center.

"After the problems of the helpers are reflected to us, we will first rely on the information collection system, that is, the 'knowledge base', to search and answer these questions; if we encounter problems that need to be handled, we will send 'work orders' to the responsible departments through the self-built network system platform." Ma Peng said, "At present, we have jointly established a linkage work mechanism with 64 departments to ensure that the urgent and difficult things of the masses and enterprises are responded to and resolved in a timely manner by coordinating various departments and handling matters quickly." ”

Previously, the hotline had a small amount of night traffic, and it was generally the peak period of the hotline's traffic around 10:00 and 3:00 p.m. every morning. Not long ago, however, the sudden outbreak disrupted the daily rhythm of the hotline.

"Since January 8, the hotline has received an average of more than 40,000 cases per day by phone, website, WeChat and Weibo." Xu Chunmei, director of the Tianjin Convenience Line Service Center, said, "As the city's epidemic acceptance hotline, the Tianjin 12345 hotline has urgently launched an emergency response plan to ensure that the masses are connected in a timely manner and the demands are handled in place through various measures such as coordinating the deployment of personnel, adjusting the shift system, and extending the shift time." ”

According to reports, due to the recent calls from citizens, the Tianjin 12345 hotline has been in full load operation.

"For the first three days and three nights, we have been sticking to the call site, and since then it has been 'slightly injured and not in the line of fire', almost all the personnel are working overtime, and every meal is at the seat station, in order to hold the front line and respond to the needs of the people in a timely manner." At night, there are still calls. Although the continuous work is tired, we hope to use warm service to become the backing and reliance of Tianjin citizens. Ma Peng said.

"The problem has been solved, thank you to all the people who helped us, let the 'ordinary' us 'not ordinary'" "The information is efficient and timely, give you a thumbs up"... Ma Peng sometimes saves the words of thanks and encouragement sent by citizens and looks at them from time to time. "Whenever I see that the problems are solved one by one, I feel unspeakably satisfied in my heart and feel that my efforts are worth it."

Column Editor-in-Chief: Gu Wanquan Zhang Wu Text Editor: Lu Xiaochuan

Source: Author: Xinhua News Agency