How "hot" is Linyi's 12345 government service hotline? The data shows that the average daily answer to more than 10,000 calls from citizens.
The hotline, connected to the government at one end and the people at the other, is the government's microphone for listening to the voices of the people. The party branch of the 12345 government service hotline acceptance center in our city adheres to the center and serves the overall situation, always adheres to promoting the deep integration of party building work and business work, gives full play to the exemplary leading role of the party building position and the vanguard and exemplary role of party members and cadres, and all party members gather together and work hard to make it a place, so that the hotline platform truly becomes a bridge between the people and the government, and becomes a beautiful business card for the construction of the service-oriented government in our city.
Walking into the 12345 government service hotline acceptance center, the glass door slowly opened, and the screen the size of the whole wall displayed the real-time data of the handling of the hotline on the same day; the wall of the acceptance center posted the hotline work service process, "every piece has an echo, everything has been implemented" and "the party and the masses are connected to the heart bridge..." And the words are eye-catching; in the neat hall, the operators continue to follow various hotlines. Among the more than 200 operators, Song Shuxuan is one of them. As a Communist Party member with 3 years of party experience, after coming to the 12345 Government Service Hotline Acceptance Center for more than 3 years, Song Shuxuan has grown from a telephone receptionist to a duty chief, and her grievances and happiness in her work are intertwined, but she has always demanded herself by the standard of an excellent Communist Party member, and in the small things, she has worked silently to build a bridge between the people and the government for the platform.
In 2018, Song Shuxuan joined the 12345 Government Service Hotline Acceptance Center and became a telephone receiver. Acceptance, transfer, return visit, as well as internal quality inspection of the system, each link of the hotline from acceptance to solution has a meticulous division and strict implementation standards, even if it is only the initial link of wiring acceptance, there are a large number of standards and the main business content of each department that needs to be studied.
The hotline is a channel for the people to confide in the government, with nearly 3.5 million calls throughout the year, and each appeal requires "every piece has an echo, everything is implemented", this workload, the wiring work is almost non-stop, the citizens complain about life troubles, it is inevitable to bring emotions. "Hello, here is..." "The upstairs wall has been seeping water, what the hell is going on, can the property still be solved?!" When working as a telephone receiver, sometimes Song Shuxuan did not finish a sentence, and she was questioned by the citizens like a "cannon". "Some citizens are short-tempered, and not long after they finish calling when they encounter difficulties, they will keep calling again to inquire, or they will have emotions on the operators." Song Shuxuan said that she would also have grievances.
Whenever this situation is encountered, the business predecessors of the party branch will come to comfort her in time and help her relieve her emotions. "Generally, I can adjust quickly, my job is to serve the people, and I am honored to do what I do is to deal directly with the masses and face their problems." Moreover, as a Communist Party member, I should think of what the people think, be anxious about what the people are anxious about, feedback the voice of the people to the relevant departments as quickly as possible, and strive to solve the problem for the people in the shortest possible time. Song Shuxuan said that many times, we will also receive phone calls and pennants from citizens to thank them after solving problems, "To be recognized by the citizens is the happiest thing in our work." ”
Song Shuxuan's work experience is a microcosm of the daily work of the telephone reception staff of the reception center. Combined with the particularity of work and business, the party branch closely integrates party building with business, strengthening the sense of political identity and strong sense of organizational belonging of party members. On the basis of doing a good job in self-construction, the party branch also pays attention to the education and training of party spirit among the dialogue staff; in addition to regularly organizing theoretical study, a party member will be arranged to attend the weekly evaluation meeting for the work of the telephone personnel, and the theme education of being willing to dedicate and not being afraid of difficulties will be carried out, and it will also promptly soothe the emotions of the operators, help them solve practical problems, and realize that the telephone staff members have not joined the party and are ideologically first.
"Organize a collective study of party building once a month, hold a party member meeting every quarter, carry out a party lecture activity, and at the same time hold a theme party day activity every month, carry out red education from time to time, and enhance the cohesion, centripetal force and combat effectiveness of the entire collective by combining business and party building." Zhang Geng, a party worker at the municipal 12345 government service hotline acceptance center, said. "It is through the training meetings of party members that I have a deeper understanding of the responsibilities and obligations of party members, and I work in the post that best reflects party spirit, so I always use party discipline to strictly demand myself, improve my professional level through continuous learning, better listen to the demands of citizens, and help citizens solve problems faster." Song Shuxuan said that now that she has grown into a duty chief who can stand alone, it is inseparable from the long-term cultivation of the party branch. Just this past June, Qi Chunshuang, a new party member of the center, participated in the oath-taking ceremony organized by the city. "I volunteered to join the Communist Party of China..." Qi Chun's two-word words were sonorous, vowing to base himself on his own work and speak for the window of serving the people with the best spiritual outlook in his daily work.
It is also with the joint efforts of all party members and operators that the acceptance center has won more than 30 national, provincial and municipal honors, the party branch of the 12345 government service hotline acceptance center has been rated as an excellent party branch by the party committee of the office organ, and many party members of the party branch have won the honorary titles of excellent communist party member of Linyi City and the medal of revitalizing Yimeng Labor. At present, the completion rate of citizens' calls has reached more than 99%, and the satisfaction rate of citizens has exceeded 95%.
Promote business with party building, and lead party building with business. In the next step, the party branch of the 12345 government service hotline acceptance center will further summarize experience, strengthen learning, improve the system, enrich the carrier of party building activities, and make greater efforts to do a good job in various party building work with practical actions, and truly build a bridge between the government and the people.
Linbao Rong Media reporter Ying Zi