The establishment of the call center system of "Digital Urban Management" will greatly improve the efficiency of solving problems, improve the operation mechanism of digital urban management, enhance the public's satisfaction with the urban management department, and improve the image and service quality of the urban management department as a whole.
The overall goal of "Digital Urban Management" 123 19 Command Center is to establish a command center platform, provide electronic service windows, and establish a convenient service platform integrating problem complaints, policy consultation, emergency repair and life service, so as to realize a voice and an image to the outside world, thus building a bridge to communicate with the citizens, opening a fast lane for serving the people, and enabling the general public to get timely, effective and effective services.
According to the needs of urban management business, the responsibility area of each agent can be set by itself. Local citizens call the digital urban management customer service hotline 123 19, and the system will automatically transfer the seats in charge of the citizens' area, thus improving the scheduling efficiency and incident handling efficiency. Agent groups can also be divided according to different service types.
Second, the role of digital urban management
Social service window of government functional departments
Effective channels for accepting citizens' complaints and suggestions
Improve the level and efficiency of service automation and save labor costs.
Scientific transmission of information and closed-loop handling of events, as well as follow-up and supervision of problems.
Effective information and data collection means to provide analysis results and decision-making basis.
Three. Huayi Digital Urban Management Call Center System Function List
enterprise function
1.24-hour centralized acceptance of gas leakage and installation and maintenance of ignition pipeline; Stop water and leak; Bus passengers; Passenger smuggling; Surging sewage, littering, dirty roads and public toilets;
2. Stop and leave it about; Paste and scribble; Illegal or illegal advertising, occupying the road; Occupy green space, damage the road slip, and damage the municipal facilities; The recovery of primary and secondary trunk roads is not timely;
3. Repairs, complaints, suggestions, consultations, etc. of citizens. In disorderly building, illegal building, unauthorized change of building structure, urban construction services, etc.
4. Record, analyze and forward the problems reflected by the citizens to the secondary window linkage unit, report the major emergencies in this Municipality to the bureau leaders in a timely manner, and forward the relevant responsible units.
5. The responsible unit shall assess the handling of repair reports, complaints, reports, suggestions and other issues according to timeliness, completion rate, return visit rate and user satisfaction.
6 calls, letters, visits and related units to reflect the industry service, industry management, industry supervision and other issues, and urge the responsible departments and units to investigate, implement and solve.
7. Report the hot spots, difficulties and focuses of the industry to the public and the media, and comprehensively, objectively and accurately report the situation to the bureau leaders and office business departments.
enterprise function
The system consists of the following functional modules: database management module, voice navigation module, seat management module, scheduling management module, call sheet processing module, data maintenance module, leadership inquiry and supervision module, business data maintenance module, user management module, message sending module, convenience service module and so on.
Huayi Digital Urban Management Call Center Service Function
counseling
The consulting service can be either a manual agent service or an interactive automatic voice service.
Real 7*24-hour consultation service: Even in the unattended situation, customers can get the consultation service provided by the system in the form of automatic voice as long as they call the hotline of the customer service center.
Including the following types of consulting services:
Consultation on relevant urban management policies and regulations;
Consulting the scope of acceptance of complaints and reports;
Consultation on receiving complaints and reports;
Inquire about the handling of complaints.
Complaint reporting service
The system can accept users' complaints, suggestions and democratic comments on the work style, work efficiency, work quality, administrative law enforcement and other aspects of the relevant departments and window units of the urban management construction system through various access means, and timely handle or transfer them to the processing department of the Urban Management Law Enforcement Bureau through specific communication channels, and at the same time reply users in time according to the handling situation, thus realizing the closed-loop service.
When citizens report complaints, they can manually save the complaints into the system by means of message box, telephone, mobile phone, fax and e-mail.
Telephone recording report
After the external line is dialed into the system, if automatic acceptance is selected, the system will guide the user to complete the complaint process through interactive voice response. The system records the whole dialogue process of handling complaints in real time.
Automatically accept complaints
Fax report;
After the external line is dialed into the system, if you choose to accept the fax, the system will guide the user to complete the fax complaint through interactive voice response.
Answer the report manually
After the outside line is dialed into the system, if you choose to accept it manually, the system will be connected with the agent in the future. According to the complainant's problem, the duty officer inquires the corresponding legal provisions through the computer at the seat, and provides the complainant with a solution to the problem.
Online complaints and reports
Relevant personnel of the bureau timely extract, count, analyze and process the data through special passwords, and store the processing results in the system for customers to inquire.
The main contents include the following points:
Recording and recording functions of complaint forms;
Complaint form sending function;
Handling function of complaint sheet;
Reply function of complaint form.
For accepted complaints, reports or criticisms, the system will automatically generate a unique acceptance serial number. With this serial number, customers can call into the system at any time to understand the processing situation.
Complaints or criticisms and suggestions that have been accepted shall be sorted out by functional departments and transferred to counterpart departments according to the division of responsibilities. Reports that cannot be handled by departments at the same level can be handed over to higher authorities automatically or manually.
The system can feed back the processing results to customers in time by telephone voice, fax, web browsing and email.
Dispatch service and feedback of processing results.
The system forwards the complaints and other contents sent by citizens to the relevant responsible units through the Internet, telephone transfer or network connection (that is, sending instructions to the secondary service network department), and requires to complete the service, investigation and feedback work within the specified time. After receiving the hotline task list through the network, all relevant responsible units will provide on-site service according to the time limit and standards according to the public's opinions and requirements. After processing, the service results will be fed back to the service hotline through the corresponding path, and the service hotline will answer the public's questions accordingly.
Active outgoing call service
Through the call-out function of the customer service center, the system can actively contact the citizens according to the customer database, conduct a survey of urban management satisfaction, inform the results of complaints and reports, and listen to the opinions and suggestions of the masses.
Statistical analysis function
Classify, count and print the complaint telephone information.
System maintenance management function
The system not only provides various business services, but also provides detailed maintenance and management functions for user departments.
The main functions of system maintenance management are as follows:
Authority management function
Service quality management
enterprise management
customer relationship management
Other functions
ACD (Automatic Call Distribution), full telephone recording, etc.