The masses can reach two families with one phone call
What does the 12345 and 110 docking linkage bring
"Hello, this problem does not belong to the scope of receiving the police, please do not hang up the phone, we will help you transfer to the relevant departments. On April 3, the Shijiazhuang 110 police service desk transferred a non-police situation to the 12345 government service convenience hotline.
"Calling 110 if you have difficulties" is widely known, but a large number of non-police appeals have poured in, which not only occupies limited police resources, but also makes it impossible for some appeals to be resolved in a timely manner.
Since 2022, Hebei has continued to promote the docking and linkage of the 12345 convenience hotline and the 110 alarm service desk, establish and improve a smooth, efficient and accurate non-police police intelligence diversion linkage mechanism, promote the improvement of police intelligence processing efficiency, and timely and professional handling of non-police appeals, so as to ensure that public opinion appeals are settled and everything is echoed, and truly realize the aggregation effect of "1+1>2".
Precise diversion for smoother service for the people
"12345" and "110" are two numbers that people are very familiar with in their lives, and they are also the two most convenient channels for asking for help. To realize the linkage between these two hotlines, it is not only a simple line communication, but also involves a series of issues such as platform docking and responsibility list.
In order to ensure the smooth transfer of data, the Provincial Public Security Department took the initiative to connect with the Provincial Government Affairs Office to jointly discuss the construction needs, business processes, technical standards and other matters of platform interconnection, and formulated a technical guidance plan for docking linkage.
The technical problem is solved, how can the demands of the masses be accurately diverted?
In this regard, the two sides further clarified the boundaries of responsibilities, refined and sorted out the 8 types of matters transferred from 12345 accepted by 110, and 19 types of matters transferred from 110 accepted by 12345, and clarified the diversion and transfer process.
"Diversion is not to throw a 'burden', not to shirk responsibility, but to make the police ask for help to be handled more efficiently, so that the demands of the masses and enterprises can be fundamentally resolved. Liu Yuxiang, head of the 110 Guidance Detachment of the Intelligence Command Center of the Provincial Public Security Department, said that at present, 110 and 12345 in all parts of the province have established police orders and work order transfer channels.
In the process of handling work orders and police orders, what should I do if there is a negative response, prevarication, or abnormal delay?
"We keep track of what comes in. Sheng Weijun, director of the command center of the Shijiazhuang Public Security Bureau, said that the responsible unit will feedback the basic situation to the command center of the municipal bureau within 2 hours after receiving the assigned matters, and it will be completed within 2 days. If it cannot be completed, the reason should be explained, and the command center will check the matters assigned many times but not completed one by one every day to ensure that the feedback of the work order does not overtime.
Wang Donglai, director of the Baoding Municipal Administrative Examination and Approval Bureau, said that if there are problems such as negative response, they will focus on supervision through supervision orders, special coordination meetings, and interview reminders. Violations of the provisions are not disposed of or improper disposition causes serious consequences, and the relevant responsible persons and units are to be held accountable.
It is understood that in 2023, the province's 110 alarm service desks will divert more than 3.186 million non-police police cases, with a diversion rate of 91.5%.
Rapid response and more efficient emergency response
Not long ago, the owner of a community in Anguo City called the 110 police number because the property did not collect electricity bills and the water leakage in the building was not repaired. After receiving the police officer's judgment that it is a non-police police situation, the public security organ's "integrated alarm dispatching system" will distribute the diversion work order online to the 12345 hotline in the form of a work order.
After receiving the work order, the 12345 hotline staff immediately pushed it to the organizer. The local housing and urban-rural development bureau quickly contacted the claimant and learned that the property company refused to collect electricity bills on the grounds that there were arrears of wages for employees within the unit. After coordination and communication, the complainant was helped to restore electricity and ordered the enterprise to provide property services according to the property contract.
Tickets are assigned to each other, and it is more efficient to respond to the demands of the masses.
"We deal with more than 100 diversion cases a day like this. Sheng Weijun introduced that before the establishment of the diversion and transfer mechanism, the police officer generally informed the caller on the phone that the matter reported was not within the scope of 110, and asked him to dial 12345 by himself. This is not only inefficient, but the masses sometimes complain.
Today, this problem has been fundamentally solved. 12345 and 110 will transfer and accept matters that are clearly within the scope of acceptance by the other party in accordance with the principle of "direct transfer and push of the original caller number".
In the process of diversion and disposal of 12345 and 110, when encountering the demands of the masses that are difficult to grasp, they will also be negotiated and transferred. Sheng Weijun introduced that if the responsible unit is unclear or the responsibilities are overlapping, they will negotiate and determine the acceptance platform through the caller, 12345 and 110 tripartite calls.
In order to improve the efficiency of the handling, at the beginning of this year, the 12345 hotline in Baoding City set up three special public security seats, and the public security organs sent police officers to settle in to answer public police inquiries at any time.
Wang Donglai introduced that they also strengthened the construction of the knowledge base and improved the quality and efficiency of the reception. Coordinate relevant departments to the high-frequency issues and latest policies that enterprises and the masses are concerned about, and dynamically formulate a unified response caliber in accordance with the form of "one question and one answer". At the same time, carry out propaganda training and on-site guidance to improve the accuracy and efficiency of answers.
In addition, strengthen emergency linkage. In the event of an emergency, 12345 and 110 will initiate emergency response in a timely manner, and establish an emergency linkage mechanism with emergency hotlines such as 119, 120, and 122 and public utility service hotlines such as water, electricity and heat to ensure efficient handling of emergencies.
Co-ordinated linkage and more effective problem solving
The effect of 12345 and 110 docking linkage is still extending to a deeper level offline.
In early February, the 110 police service desk in Langfang City received a 12345 transfer to the police: an injured person at the construction site who was being treated in the city hospital was emotionally agitated because no one was responsible for his injury.
After receiving the police, the Langfang Public Security immediately assigned the nearest patrol police force to the scene to deal with it. Five minutes later, the police arrived at the scene and learned that the police had an accident during work and caused a rib fracture, but the company did not give him insurance and could not afford to see a doctor.
Through the efficient linkage between the public security organs and 12345, they quickly contacted the company where they worked, urged the company to fulfill its responsibilities, and avoided further deterioration of the incident.
"110 When receiving contradictions and disputes that may lead to illegal crimes, especially violent incidents or extreme personal incidents, even if they are not within the scope of acceptance by the public security organs, the police will be dispatched to deal with them as soon as possible. Liu Yuxiang introduced that in terms of joint mediation, 110 and 12345 have established a collaborative linkage mechanism.
"We also use big data technology to carry out research and judgment on the integration of government service demands and police data, and effectively investigate public opinion hotspots, risks and contradictions. Liu Yuxiang said.
Last year, the 110 Command Center of the Shijiazhuang Public Security Bureau dealt with such a problem. When the police analyzed the police data, they found that there were more police calls in the Jinglicheng Community in Qiaoxi District for a period of time, and they all pointed to the problem of serious disturbance caused by tenants opening small hotels without permission.
Since the operation of small hotels involves multiple departments, relying only on the public security organs to deal with them has limited effect. In response to this situation, the public security department, together with the Qiaoxi District Government Office, the Urban Management Bureau, the Housing and Urban-Rural Development Bureau, the Nanchang Street Office and other departments, worked together to deal with the root cause, and finally solved the long-term problems that affected the normal life of residents. (Hebei Daily reporter Sang Shan, Wang Jingzhao)