Basic introduction Chinese name: 12345 collectively: scope of government service platform: actual use in China: limited government service platform, hotline, mayor's telephone, Hangzhou, Beijing, Dezhou, mayor's telephone, job responsibilities, working principles, handling process, opening and use, government service platform Fujian and other provinces and cities adopt government service platform. Together, it is 12345, the general name for all kinds of service telephones. Including: calling 12345- 1- 1 through the network to inform the staff of the complaint; Fax the written opinions to12345-1-5; Send emails, send text messages. Add friends' short messages through QQ. Note: When users send short messages to 12345 to reflect problems, they must indicate the following two points:
Call content (concise)
Venue (specify)
SMS cannot query the processing result of internal claims. It is suggested that the number of short messages should be controlled within 150 words.
Matters needing attention in QQ appeal:
QQ manual acceptance time is 7:00-22:00. Hangzhou, Beijing and other provinces and cities are using hotlines, including the convenience hotline and the mayor's telephone. Shenzhen and other provinces and cities use the mayor's telephone. Actual use: 12345 hotlines are mostly only responsible for transferring, and there is no feedback on the problems reflected by everyone, and the intensity is limited. It feels more like a decoration. It is suggested to expand the scope of authority of 12345 mayor's hotline, track and rectify the problems reflected by the people, and stipulate the time for feedback to the people to avoid only information input and no information output. Hangzhou Hangzhou is the first city to put forward and open the mayor hotline 12345, which was officially born in June 1999. 12345 the mayor's hotline sign Hangzhou applied to the state for the first time and was opened with the consent of the Ministry of information industry. And this number, the Ministry of Information Industry will use it as a special number for government affairs and public services, which will be shared by mayors of other cities across the country. 1999, my aunt who lives in Jinguiyuan didn't expect that her heartfelt words led to a string of the hottest numbers in Hang Cheng that year-12345. In April, 1999, Hangzhou leaders went to the community for investigation. An aunt said that the contact channels in the city were not smooth enough, and the mayor's hotline could not be remembered and could not be dialed. With this suggestion, the city leaders immediately called relevant departments to seriously study this issue after returning. After listening to opinions, the mayor's hotline was born in June 15+02345. The staff worked 24 hours efficiently and earned the familiar phrase-"12345, please call * * * if you need anything." Beijing * * * convenient telephone number 12345 (now established in May 2007 15). After the establishment of the emergency rescue service system, Beijing has begun to "deal with the same platform in a decentralized manner; "Unified coordination and classified treatment" is a new management mode of "non-emergency rescue service system". The establishment of the system will solve the problems of various types and overlapping functions of convenience hotlines and provide more convenient and efficient services for citizens. It is reported that various departments and all walks of life in Beijing have successively opened convenient telephone services, which not only solved the practical problems of people's "difficulty in making calls" and "difficulty in doing things", but also made people's voices heard by * * * and various industries, providing them with the basis for scientific decision-making. However, the convenience hotline also has "inconvenient" places, such as many types of hotlines, which people can't remember; Various hotline functions overlap, affecting work efficiency. Therefore, it is imperative to integrate the convenience telephone resources and establish a more convenient convenience service platform. The work of "non-emergency rescue service system" has attracted the attention of city leaders and is being gradually implemented. "Non-emergency rescue service system" is a non-emergency rescue service center which integrates consultation, service, rescue, information collection, analysis, coordination and supervision on the basis of Beijing *** 12345 convenience telephone. At the same time, establish non-emergency rescue service sub-centers in all districts and counties, functional departments and public service departments. It is reported that the non-emergency rescue service center will transfer the telephone matters to the sub-center after handling and analyzing the telephone matters of the citizens. After that, the sub-center promised to accept public criticism and suggestions on departments and industries, as well as other related telephone matters. The next step is expected to build 12345 into the city's non-emergency rescue service system. In many cities, 12345 is called the mayor's public telephone. In fact, 12345 did not get a reply from the mayor, but was recorded by the relevant staff and handed over to the relevant units, and then the relevant units gave a feedback to 12345, and then 12345 told the reflector to reply. Dezhou City, Dezhou City 12345 Citizen Hotline was formerly the mayor's public telephone. The mayor's public telephone was opened at 1996 1. In May 2005, it was changed to uniform acceptance numbers 12345, 20 1 1. In September, it was renamed as Dezhou Citizen Hotline 12345. Chen Xianyun, the mayor of Dezhou City, answered the call from the citizens 12345, and established a "closed loop" workflow such as acceptance, transfer, handling, reply and return visit, and built an advanced and powerful system platform, through which business handling, supervision and assessment, knowledge inquiry and data analysis can be completed. The newly-built public hotline reception center has 70 seats, and now it has 36 seats. The revised 12345 citizen hotline website enriches the service content. At present, the citizen hotline has realized the "trinity" of accepting calls, text messages and the Internet around the clock, and created a "service * * *" that does not leave work for 24 hours. The citizens' hotline has improved the four-level work network of cities, counties and villages, formed a working mechanism of "No.1 service to the outside world, centralized acceptance, classified disposal, unified coordination, linkage of all parties, and time-limited handling", established a standardized hotline work system, strengthened the work of return visit, supervision, supervision, assessment and publicity, comprehensively improved the handling quality, and achieved "everything has an echo and everything has an answer". In 20 12, the citizen hotline * * * received 528,929 complaints from citizens, directly answered 40 1252, and handed over127,677 complaints to counties, cities and municipal departments, with a satisfaction rate of 80.3%. In 20 13, the general requirements for the work of citizens' hotline are to take standardization construction as the guide, comprehensively improve the service level of acceptance, effectively improve the quality of handling work, actively expand the hotline service field, and make 12345 citizens' hotline a "people's satisfaction project". Mayor's Telephone The mayor's public telephone is an important channel for Chongqing * * * to keep close contact with the people and solve problems for them. It is an important channel to accept people's criticism, suggestions and supervision on the work of * * and expand people's political participation; It is an important channel for city leaders to communicate with people at home and abroad, listen to opinions and understand social conditions and public opinion. In order to give full play to the role of the mayor's public telephone as a link and bridge to contact the people, enhance the cohesion of the party and * *, ensure the mayor's public telephone work to operate more effectively, and promote the institutionalization, standardization and scientificity of this work. Responsibilities: The mayor's public telephone duty room is an office of the general office of * * *, a specialized agency responsible for the mayor's public telephone work, and works under the leadership of the deputy director in charge of the general office of * * *. The mayor's public telephone work duties include: publicizing the principles and policies of the Party and * * *, reflecting social conditions and public opinion, and assisting leaders in dealing with social hot and difficult issues. Responsible for accepting people's criticisms, opinions, suggestions and demands on the work of * * *, and reflecting important social problems and major emergencies. Responsible for accepting, coordinating and solving the difficulties and problems encountered by the people in their daily lives. Inspection, supervision and guidance of the city's counties (autonomous counties, cities) people * * * bureau, municipal * * * departments and public * * * service public telephone work. Responsible for the construction and development of the mayor's public telephone network. Responsible for the mayor's mailbox work and the handling of public letters. Working Principles The mayor's public telephone work is guided by Theory of Three Represents Theory, with serving the people wholeheartedly as the fundamental purpose, caring for and serving the people as the basic concept, insisting on doing practical things for the people as the starting point and the end result, and taking people's satisfaction as the standard to measure the work. The mayor's public telephone work adheres to the principle of seeking truth from facts and acting according to the rules. All kinds of problems reflected by the people, in line with the provisions of the policy, should be dealt with in a timely manner and resolved as soon as possible; Do not meet the policy requirements, to convince and explain the truth. Do everything with results, reply to calls and letters. The mayor's public telephone work adheres to the principle of graded responsibility and centralized handling. All districts and counties (autonomous counties, cities) people's * * * Bureau and municipal * * * departments should seriously handle the problems reflected by the public telephone and the matters assigned by the mayor's public telephone duty room and reply in time. Register program call
Received a phone call should be carefully recorded in the "mayor's public telephone duty book" on the caller's name, unit, contact number, call time and content. call processing
1. Direct processing. Answer the caller immediately if there is a clear policy; For the problems that need to be handled centrally, the caller can be notified to directly report to the relevant departments and personnel of the counties (autonomous counties and cities) or directly contact the relevant departments and personnel of the counties (autonomous counties and cities) by telephone, and handled by public telephone, and tracked and supervised.
2. transfer. For representative problems that have certain influence, they should be referred to the relevant departments by telephone or in writing for treatment within a time limit, and the caller should be informed; The hot and difficult issues reflected by the public, involving a wide range of outstanding issues, should be summarized and submitted to the relevant leaders in a timely manner, and then transferred to the relevant departments in a timely manner according to the instructions of the leaders; Involving more than two departments, the mayor's public telephone duty room designated a department to take the lead, or by the mayor's public telephone duty room to take the lead in coordinating the relevant departments to deal with.
3. Disposal of major issues. Major emergencies that endanger people's lives and property reported by the people's telephone shall be immediately verified and handled in accordance with the municipal duty room's work system for handling all kinds of emergencies. Telephone feedback
1. reply. The mayor's public telephone duty room to do and request a reply, the organizer shall reply to the results within 7 working days; For more difficult matters, with the consent of the mayor's public telephone duty room, it can be extended, but the longest time shall not exceed 30 working days. The handling of major emergency issues should be given feedback at any time.
2. Answer the people. Organizers and departments will handle the results of the reply, conditional reply to reflect people, by the mayor's public telephone duty room by telephone or in writing will handle the results of the reply to reflect people, or by the organizers and departments will handle the results directly reply to reflect people. Supervision and handling
1. If the organizer exceeds the processing time limit, the mayor's public telephone duty room shall promptly conduct written supervision and reply within a time limit.
2. For the reply that is not handled seriously or according to the requirements, the mayor's public telephone duty room should put forward specific requirements and opinions, and instruct the organizer to re-handle and reply within a time limit.
3. In the process of handling, when there are differences of opinion involving multiple contractors, the mayor's public telephone duty room should ask the leaders in time and handle it according to the instructions of the relevant leaders.
4. For the hot and difficult issues that are strongly reflected by the public, the mayor's public telephone duty room can directly organize relevant departments and news units to conduct on-site investigation and handling as appropriate. Information collection and editing
The mayor's public telephone duty room should pay attention to collecting and sorting out the hot and difficult issues reflected by the public and opinions and suggestions with universality and guidance, and timely reflect and report them through daily duty summary and special report on duty, so as to provide reference for leadership decision-making. notifier
1. The mayor's public telephone duty room regularly informs the people about the problems assigned by the people and the response of the organizer.
2 regularly through the news media to the public to reflect the more concentrated and outstanding problems for the results. put forward
Telephone records, assigned reply records, meeting materials, leadership instructions and other materials with preservation value should be filed in time. Opening-Shenzhen People's Public Telephone Day was officially opened on June 5438+February 65438+February 2007. Just dial 12345 to make inquiries or complaints to more than 50 functional departments in Shenzhen. 12345 public telephone integrates 96 service consultation telephones of 56 departments and units in Shenzhen * * *, and it is a public telephone service platform for Shenzhen * * * to handle non-emergency affairs within the scope of administrative organs. It is mainly responsible for handling calls such as consultation, reflection, suggestions, help and complaints from citizens within the scope of administrative organs. After the telephone is opened, Shenzhen citizens will be provided with telephone services in various languages including Mandarin, Cantonese and English 24 hours a day, which will solve the problems that telephone numbers of various departments are difficult to remember, telephones are difficult to get through, and consultations or complaints are difficult to solve in time. The receptionist will directly answer questions about public telephone consultation using standard answers pre-entered into the database by various departments. Call charges are charged according to the standard of ordinary local calls. Xu Zongheng, then the mayor of Shenzhen, took the first call. According to statistics, by 20 10, the city's * * "12345" public telephone * * received more than 7 million calls from citizens, with an average of 9 citizens dialing this number every two minutes. This is a popular livelihood hotline.