Recently, Baotou 12345 in Inner Mongolia posted a number of unreasonable and non-compliant demands of citizens, which sparked heated discussions. These include, "The child's college entrance examination results are not satisfactory and cause me to be depressed, and I hope that Baotou City can reorganize a college entrance examination", "I have had my motor vehicle driver's license revoked for drunk driving, and I rely on driving a truck to support my family, and I hope to get in touch with the relevant departments through the hotline, and I can pay a fine, but please do not prohibit driving".
In this regard, some netizens said, "12345 has become a wishing fountain", "It is long overdue to say no to unreasonable demands and make them bear the corresponding responsibility", "This is disrupting public order and causing trouble to others"; Some netizens also mentioned, "The people's hotline is hot enough, and it is clear that it is necessary" and "Try to realize everyone's dreams". 12345 is often known as the receiving station of social conditions and public opinions, and among the many demands received every day, some of them are reasonable, and some are a little "outrageous". The reporter interviewed the Baotou 12345 government service convenience hotline and listened to the staff tell how they responded to the concerns of the citizens and how the citizens should express their demands rationally in accordance with the law.
Taking these demands published by Baotou 12345 as an example, some of them seem to be difficult to answer, but judging from the replies provided by 12345, they can somewhat solve the questions of the claimants. For example, some citizens proposed, "I drank alcohol last night, I want to drive today, I am worried that the alcohol content is too high, and I hope to blow the drunk driving detector at the traffic control booth." 12345 responded, "According to the "Provisions on the Procedures for Handling Administrative Cases by Public Security Organs", a breath alcohol test should be conducted on a person suspected of driving a motor vehicle under the influence of alcohol. In addition, the data of the alcohol detector is uploaded in real time, which can only be used for drunk driving violation inspection, and shall not be used for daily alcohol testing. ”
In response to some appeals, 12345 will verify the situation and then give a reply to the public. For example, a citizen proposed, "A number of bank cards under their names have been frozen, and the bank and the anti-fraud center are required to unfreeze them immediately." 12345 responded, "After verification, the claimant is involved in a telecom fraud case, and the claim is a non-compliant claim." Some citizens proposed, "Taking a taxi suspects that the driver is taking a detour, and asks the driver to refund the taxi fare and compensate 300 times." 12345 responded, "The law enforcement officers retrieved the vehicle's trajectory at that time and found no detour, and retrieved the vehicle's meter, which was identified as qualified." ”
Some unreasonable non-compliance claims (Source: Baotou 12345)
Although the appeal is not reasonable, the relevant reply is still reasonable and well-founded, and has been praised by netizens. How does this government service platform, which is regarded as a "wishing pool" by some citizens, operate, so that the demands of the masses can be "echoed and replied to"?
Yun Lei, director of the Baotou 12345 government service convenience hotline reception center, said: "At present, our platform has a total of 106 front-end operators, with 8 shifts every day, divided into several groups such as acceptance group, multimedia group, dispatch group, return visit group, etc., each with its own responsibilities, to carry out the transfer of work orders, handling, as well as tracking, supervision, return visits, etc. In our daily work, if it is a consultation request, the operator will answer it in detail as soon as possible; If it cannot be answered directly and needs to be further handled, we will transfer it according to the functions and responsibilities of the relevant region or department, and the municipal hotline center will follow-up, supervise and return visit until the reasonable demands of the masses are resolved. ”
Yun Lei said frankly that he and his colleagues can deeply understand that with the gradual improvement of the social awareness rate of the 12345 hotline, the public pays more attention to and uses this platform deeply, and has received 270,400 appeals from enterprises and the masses this year, a year-on-year increase of 22.54%. The demands of all kinds of citizens also test the knowledge reserve and response ability of the staff at all times.
Yun Lei said: "We will have regular training, in addition to the training of operators, the training of team leaders and management personnel, as well as the training of the organizer, which is carried out on a regular basis. Moreover, when answering appeals online, relying on the knowledge base of the platform, the problems encountered by the organizers at all levels in the daily hosting work will be uploaded to the platform in the form of 'one question and one answer' in the knowledge base in a timely manner, and our operators will answer them in detail according to the knowledge base. ”
The so-called "answer" does not necessarily provide a clear solution, but sometimes it is also a giving of emotional value. The appeal work order that netizens have recently discussed is actually the fourth batch of unreasonable and non-compliant demands posted by Baotou 12345, and the previously announced also includes, "The elderly live on the 6th floor, and it is inconvenient to go up and down the stairs, and I hope the government will acquire the house and replace the lower floor", "The children at home cannot be managed, and they want to abandon the adoption, so that the relevant units can adopt and discipline", "I hope that the 12345 hotline will inquire about the husband's salary payment time and details from the financial department", etc. It is not easy to answer all kinds of strange demands satisfactorily, but Liu Lu, head of the Propaganda and Education Department of the 12345 Government Service Convenience Hotline Reception Center in Baotou City, believes that empathy and understanding are necessary work attitudes for the helplessness and troubles encountered by citizens in life.
Liu Lu said: "After answering the phone a lot and taking a long time, I often encounter irrational problems from some complaints from the masses, sometimes which is an expression of emotion. However, for unreasonable appeals or appeals that are not within the scope of acceptance, we will patiently explain and explain the work in accordance with the corresponding policies. The operator must first have the ability to reassure, we may say to the crowd, 'I understand your feelings very well, please calm down first, how should you deal with the problem you are reporting now?' How would you like our 12345 hotline to help you? For example, if the child is disobedient at home, as a parent, he can't hold back his emotions for a while, call the 12345 hotline, and the operator will act as a 'pressure relief valve' for emotions, patiently answering and guiding. ”
There are also some seemingly bizarre demands, but in fact they contain the expression of social conditions and public opinion. For example, some citizens hope to cancel the preferential policy of free bus rides for the elderly over 60 years old, although this policy is clearly stipulated in Article 24 of the "Regulations on the Protection of the Rights and Interests of the Elderly in the Inner Mongolia Autonomous Region", but the morning and evening rush hour office workers encounter many elderly people sitting on the bus, and they have no seats throughout the whole process, it is inevitable that they will be emotional. Liu Lu said that for such appeals, in addition to moving the complainant with affection and understanding reason, the platform will also record and summarize in a timely manner, and feedback the thoughts of the masses to the relevant departments.
Liu Lu said: "For issues like this, we will communicate with the masses in the form of suggestions, collect the content of these aspects, and then report them to the corresponding organizers or relevant departments of the municipal party committee and municipal government." In addition to solving the demands of the masses and enterprises, our 12345 hotline can also be used as a bridge to collect social conditions and public opinions, and is an important channel to reflect problems and suggestions and promote government services. ”
It is understood that the Baotou 12345 government service convenience hotline is a comprehensive government service platform that provides all kinds of non-emergency appeals for the masses and enterprises, and is the "total customer service" of the municipal affairs service. The 12345 hotline relies on a number to provide "7×24 hours" all-weather manual online services, and at the same time provides "Baotou 12345" WeChat public account, "Mengsuban" APP, "Inner Mongolia 12345 Hotline" WeChat applet, "Inner Mongolia Government Service Website" and other consultation and reflection channels.
It can be said that a convenient hotline has helped the people solve a lot of troubles, and even promoted the reform of urban governance, "find 12345 if you have something", and has become the preferred channel for citizens to solve various problems. However, in the round-the-clock service and uninterrupted response, some of the above-mentioned "capricious" calls have added a lot of burden to the platform. Yun Lei pointed out that at present, Baotou 12345 receives more than 2,000 appeals from the masses and enterprises every day, and about 20% of them are not within the scope of acceptance. Recently, the platform has made public cases of unreasonable and non-compliant appeals, hoping to promote communication with the public.
Baotou 12345 government service convenience hotline acceptance and non-acceptance scope (screenshot of the official website)
Yun Lei said: "According to the "Guiding Opinions of the General Office of the State Council on Further Optimizing the Local Government Service Convenience Hotline", the 12345 hotline of Baotou City accepts all kinds of non-urgent demands from enterprises and the public, including consultation, help, complaints, reports and suggestions in the fields of government services, economic regulation, market supervision, social management, public services, and ecological environmental protection. Matters that have already been resolved or are being resolved through procedures such as litigation, arbitration, discipline inspection and supervision, administrative reconsideration, and open government information, as well as claims that have entered the channels for letters and visits, and claims that involve state secrets, commercial secrets, personal privacy, or violations of social order and good customs, and where the content of the claims are inconsistent with the facts, are not within the scope of acceptance by the hotline. ”
Yun Lei appealed that the 12345 hotline is not only a convenient hotline, but also a public resource, and citizens should express their demands rationally in accordance with the law, and do not maliciously complain, continue to call many times, or occupy the hotline channel.
Yun Lei said: "In fact, through the 12345 hotline platform to reflect all kinds of demands, for reasonable demands, we will answer and explain as soon as possible; For irrational appeals, or appeals that are not within the scope of acceptance, we also have to give reasonable explanations to enterprises and the masses, but in the process of explanation, it will cause some waste of resources or time, so we call on everyone to express their demands reasonably, make better use of hotline resources, and leave it to the enterprises and people who really need it, so that our hotline can be answered faster and more efficiently. ”
Source: CCTV K25