The public service hotline implements the working mechanism of "external No.1 service, centralized acceptance, classified disposal, unified coordination, linkage of all parties, and limited time handling". After the citizens call the "12345" hotline, the call center hotline receptionist will answer the phone first.
After answering the calls of the masses, the hotline receptionist will directly answer the consulting questions that can be answered directly according to the information in the knowledge base, and transfer the consulting questions that cannot be answered directly, as well as help, complaints and suggestions, to the relevant districts, counties and departments for handling in time. Relevant districts, counties and departments shall promptly and properly handle incoming calls and reply to the public, and at the same time feed back the processing results to the public service hotline.
Extended data
Put forward for the first time:
Hangzhou was the first city to put forward and open the mayor hotline 12345, which was officially born in June, 1999.
Hangzhou first applied to the state 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.
Working principle:
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 masses as the basic concept, insisting on doing practical things for the masses as the starting point and the end result, and taking the satisfaction of the masses as the standard to measure the work. Adhere to the principle of seeking truth from facts and acting according to the rules.
Baidu Encyclopedia-12345