8 1890 was born in August 2006 18. It takes "convenience and responsiveness" as its service tenet, and provides the citizens with information on housekeeping, maintenance, transportation, medical care, etc. 17 170 service. In the past four years, 81890 * * has solved more than 500,000 people's requests for help, creating a miracle of 100% settlement rate and 99.86% satisfaction rate.
Is it invalid?
Xu Yiping, deputy head of Ningbo Haishu District and director of the center, put it well: the key is the word "spirit". So, is it effective to dial it?
On August 1 200 18, the day when the center was formally established, Mr. Ding of Ximen Community called and said that there was a manhole cover missing. It happened to be Saturday, and the relevant departments were closed, so the staff of 8 1890 asked him to listen to the reply next Monday. Mr. Ding said discontentedly at that time: "What is' convenient and responsive' is not an image project!"
When Hu Daolin, the executive deputy director, was informed, he personally called to ask who was in charge of the manhole cover in Ximen Community. After investigation and implementation, it was found that there were six or seven "mother-in-law" in a small manhole cover, and it was finally determined that the manhole cover was under the jurisdiction of a "municipality directly under the Central Government". After many twists and turns, I finally found the person in charge of the big city government. Yan Honghai, director of the executive department, asked the top leader to sign it on the spot, and it took only one and a half days to solve it.
"I am a foreign car driver who came to Ningbo, and the diesel is gone. Can you help? " "There are two foreigners who want to visit Ningbo. Where can I find a guide who knows English? " ..... so many unexpected problems, 8 1890 are hard to resist.
Why spirit?
People who have read these contents will probably ask a question in their minds: Why is 8 1890 so smart?
8 1890 hotline service platform is supported by three major resources and a huge information base: First, integrate government resources. Due to the asymmetry of information, many people still don't know which department to look for and how to find it. The 8 1890 information platform funded by the government has built a bridge between government departments and citizens. The second is to integrate market resources. 8 1890 has more than 570 service enterprises with more than 6000 employees. Through an effective market mechanism, the living needs of ordinary people and the services of enterprises are "docked"; The third is to integrate social resources. 8 1890 has set up thousands of "Red Hat" volunteers, who are active in every corner of the community and provide various personalized services to the citizens. On the basis of integrating these three resources, the staff of 8 1890 has established a huge information base with more than 500,000 instant messages through numerous services for the people.
It is with these three resources and an information base that 8 1890 can achieve the difficult service goal of "three services".
Seek more spirit
In the face of rave reviews, what are the staff of the help service center thinking and doing? Xu Yiping, deputy head of Haishu District, said that responsive service is a passive service, and we will continue to develop new service areas and gradually implement the policy of combining active and passive services.
8 1890 The "push-to-talk" emergency call system for the elderly confirmed Xu Yiping's words. At the end of last year, the center invested more than 600 thousand yuan to upgrade the original call system service platform and integrate the telephone system with the computer. In advance, the basic information such as the name, address, community, telephone number of community health care doctors, medical history, children and so on were entered into the database, and a telephone with three new functions was specially customized: the five digits of 8 1890 were set as a big blue button, and the elderly needed help only by pressing a button. In case of emergency help, the old man can't talk or press the button. When they picked up the receiver for 8 seconds, there was no response, and the message was automatically transmitted to 8 1890. The service platform immediately informs the nearest management personnel to go.
On the afternoon of June 30th, 2005, The Politburo Standing Committee (PSC) and Secretary of the Central Commission for Discipline Inspection Wu Guanzheng inspected 8 1890. After listening carefully to the report of the person in charge of the service center, he repeatedly praised: "You are resourceful and innovative in your work, and you have done a great thing for the people." Before leaving, praise again: you did a good job!