Expand:
1, Introduction:
12345 citizen service hotline is based on too many citizen government service hotlines. In order to make it easier for citizens to remember, all provinces and cities in China take the service hotline to connect to 12345, and then transfer it through 12345 hotline center according to the specific situation.
2. Working mechanism
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 is first answered by the call center hotline receptionist. 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.
3. Main acceptance
First, the government departments and staff responsibilities, procedures, administrative examination and approval, administrative acceptance, investment and other policy provisions of the consultation;
Two, opinions and suggestions on the city's reform and opening up, economic construction, urban construction and management;
Three, labor security, medical services, education, safety and other social life needs to be solved by the government;
4. The needs that need to be solved by the government in the production, operation and development environment of enterprises;
5. Criticism and complaints against government departments and their staff.