As a labor security hotline, 12333 was established in 2004. With the vigorous development of human resources and social security in our city, the labor security hotline and the original social security consulting service hotline were integrated in August, 20 1 1, providing services with a unified number 12333.
At present, it mainly undertakes telephone consultation and door-to-door consultation in labor, personnel and social insurance, and also includes policies and regulations, business consultation, complaints and reports, work guidance, social security information inquiry, multi-channel handling of letters and visits, etc., providing 24-hour automatic voice service and 7-hour manual agent service every working day.
Extended data
1. service concept
12333 adheres to the service concept of "professionalism, responsibility, enthusiasm and patience" and strives to provide accurate and timely legal, regulatory and policy consulting services for human resources and social security.
2. Service Commitment
Strictly implement national, provincial and municipal human resources security laws and regulations; Answer inquiries actively, patiently, skillfully, comprehensively and accurately, and accept complaints correctly and promptly; Strictly implement the "first question responsibility system" and do not shirk; Full of spirit, friendly and natural voice, sincere and enthusiastic, providing convenient, fast and thoughtful service for the masses.
3. Service function
Advocate counselors to understand the problem from the caller's point of view in the way of empathy, think what the caller thinks and what the urgent caller is anxious, and exchange sincere attitude for the caller's understanding and support to ensure the quality of service.
4. Achievements and honors
Since 20 1 1, 12333 has provided services to more than 23 million people, including more than 8 million people who answered manually, thus building a bridge for people to interact with government departments.
More than 430 issues of "12333 Special Line Information" have been published, and more than 3,000 pieces of valuable information have been provided and fed back. The objective problems reflected by callers have been promptly responded and handled by relevant departments.
It was awarded as "Shenzhen March 8th Red Flag Collective" and "Shenzhen Advanced Unit for Helping the Poor and Giving Love", and won many honorary titles such as "Shenzhen Women's Civilization Demonstration Post", "Guangdong Women's Civilization Post" and "Youth Civilization".
References:
Introduction of Shenzhen Human Resources and Social Security Bureau Hotline 12333