Facilitate the masses to reflect on problems and improve the efficiency of government services
The telephone agents of each county and city (park) and the industry self-built hotline are integrated into the 12345 hotline
Changji Daily News (All-media reporter Fu Xiaofang, intern Wen Linlin, correspondent Jia Jiaoli) The masses are not very clear about the functions of various government departments, and which phone should they make if they want to consult the situation of medical insurance, pension, and basic living assistance for the people in difficulty? On October 13, the reporter learned from the Changji Prefecture Government Service and Public Resources Trading Administration that only need to call the 12345 government service convenience hotline (hereinafter referred to as the 12345 hotline) to achieve the first response.
"Hello! Here is the Changji Prefecture 12345 government service convenience hotline, what do you need help? On the morning of October 13, the reporter came to the convenience hotline reception center of the State Administration and Assets Bureau, only to listen to the hotline ringing one after another, and the five operators were busy.
It is reported that according to the requirements of the "Implementation Plan for Further Optimizing the Government Service Convenience Hotline in Changji Prefecture to Establish a Mechanism for Receiving Complaints and Handling" (Changzhou Government Office [2021] No. 58), in order to further facilitate the masses to reflect social conditions and public opinion, improve the efficiency of government services, and effectively solve the problems of many government service hotline numbers, low connection rate, lack of unified management, etc., from October 10, in addition to emergency hotlines such as 110, 119, 120, 122, etc., the telephone agents of all counties and cities (parks) in Changji Prefecture. The industry's self-built hotline is integrated into the 12345 hotline, the Changji Prefecture unified acceptance platform is enabled, the mass appeal matters of the whole state are uniformly accepted, the voice call number is "0994-12345", providing 7×24-hour all-weather manual service, and building a hotline platform that integrates consultation, complaints, help and other functions.
Enterprises and the masses in Changji Prefecture can accept all kinds of urgent and difficult non-urgent appeals, including consultation, help, complaints, reports and opinions and suggestions in the fields of economic regulation, market supervision, social management, public services, ecological environmental protection, etc. can be accepted through the 12345 hotline platform. Matters that must be resolved through procedures such as litigation, arbitration, discipline inspection commission supervision, administrative reconsideration, and open government information, as well as matters that have entered the channels of letters and petitions, as well as matters involving state secrets, commercial secrets, personal privacy, and violations of public order and good customs, are not accepted.
The operation and management of the 12345 hotline implements a closed-loop working mechanism of "unified management, unified acceptance, hierarchical handling, time-limited completion, unified supervision, evaluation feedback, unified assessment, analysis and judgment, and regular announcement". After the public dials the 12345 hotline, the operator answers the phone in time, and for the questions that can be answered directly, they can directly answer the questions to the masses by retrieving the knowledge base, such as consultation and complaint questions that cannot be directly answered, and contact the staff of the relevant departments in time to make three-party calls according to the content of the appeal, and the functional departments will answer them. If the citizens' appeals need to be coordinated and resolved by the functional departments, the operator can sort out the information reflected by them into a demand work order, send it to the relevant department, and after the department receives the dispatch, it will give a reply according to the verification problem of the mass appeal, and then feedback the reply to the 12345 hotline later. At the same time, the 12345 hotline follows up and returns to the visit, which is a reasonable appeal, if the functional department is not satisfied with the response, the 12345 hotline can make a second dispatch and track the supervision.
Rehemai Tijiang Jiheyi, secretary of the party group and deputy director of the Changji Prefecture Political And Assets Bureau, said: "At present, the 12345 hotline has opened 5 seats, a total of 9 operators 7× 24 hours a day to answer the hotline. In the next step, we will increase the number of telephone agents according to the actual situation, effectively improve the connection rate, timely response rate and one-time problem resolution rate, and further improve the workflow of acceptance, dispatch, handling, reply, supervision, settlement, return visit and other links, realize the closed-loop operation of enterprises and mass appeals, continuously improve the service quality of the convenience hotline, and provide efficient and accurate services for the public. ”
It is understood that since October 10, since the overall integration of the Changji Prefecture government service hotline into the 12345 hotline, an average of more than 200 calls have been received every day, and a total of 1022 various appeals have been accepted, with a connection rate of 95.35% and a mass satisfaction rate of 93.26%.
The general public is reminded that 10:00 to 14:00 and 15:00 to 18:00 are usually the peak periods for incoming calls every day, so please try to avoid the peak period. After the hotline is connected, the operator should be concise and clear about the relevant problems and reduce the waiting time for other people. If the hotline has been busy, please be patient.