12345 service hotline is usually used for:
1. Public service information consultation on administrative functions, responsibilities, policies and procedures;
2 complaints, opinions and suggestions on administrative management, social management and public services;
3. Non-emergency management and service for help within the scope of administrative functions and powers;
4, citizens, legal persons and other organizations to endanger the safety of people's lives and property, endanger the safety of public property, affect the economic and social development report;
5. Praise the efficiency and administrative effectiveness of government departments and their staff.
Mayor's hotline handling process
(1) acceptance. The staff of the mayor's service hotline accepts the people's livelihood demands and public suggestions reflected by the masses by answering the phone, checking (screening) the mayor's mailbox, WeChat, email, etc., accurately records the contents of the caller's demands, conducts classified registration, screens and sorts out the reasonable suggestions put forward by the masses, and reports them regularly.
(2) It has been allocated. The mayor's hotline service center should be distributed to member units in the form of direct office, transfer office and submission office according to the content and nature of the problems reflected by the masses.
(3) remind. If the matters assigned by the mayor's hotline service center are overdue and the reasons are not explained, the mayor's hotline service center will promptly urge the organizer to give a reply within 2 working days.
(4) supervision. After being urged by the mayor's hotline service center, the action was slow, the time limit was delayed, and there was no clear handling opinion, which caused repeated complaints from the masses. The implementation of the matters assigned by the leaders of the city and county governments is not effective, and the county government supervision room conducts supervision.
(5) Establish a work reporting system. Regularly classify and analyze the number of calls, the content of appeals and the handling situation, and comprehensively evaluate the handling situation of the organizer. Guide and collect the reasonable suggestions put forward by the masses and report them to the leaders of the county government for review, so as to provide reference for government decision-making. ?
(6) pay a return visit. The mayor's hotline service center regularly pays a return visit to the results of the people's demands through telephone, internet and on-site investigation. Understand the authenticity of the results of the department and the satisfaction of the masses, and truthfully record the results of the return visit.
(7) Do it again. The handling results submitted by the organizer should be carefully examined and strictly controlled. After the return visit, the masses are dissatisfied with the matters, repeatedly complain and the handling results are not true. If the audit by the mayor's hotline service center is indeed the responsibility of the organizer, it will be returned to the original member unit for re-handling.
(8) accountability. The member units and responsible persons who are perfunctory, do not act, and fail to perform their duties according to law shall be handed over to the county supervisory committee according to the "People's Republic of China (PRC) Supervision Law" and other laws and regulations after being supervised by the county government supervision room, and the accountability procedure shall be started, and the responsibility shall be strictly investigated.