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.
The working procedures of the "government hotline" telephone are as follows:
1. Accept, record the caller's name, unit or address, contact number, call time and call content, and classify the call content;
2, processing, direct, for consultation and emergency help, directly by phone. Transfer parts, for general help parts, shall be issued by the person in charge on duty and then transferred to the relevant responsible departments (units) for handling; For the help of major and unexpected events, send staff to coordinate and deal with it, and submit it to the municipal government or office leaders for review in the form of special reports in time, and then timely refer it to relevant units for handling. Co-organizers, for problems that have great influence and involve many units, the supervision room of the general office of the municipal government shall, in conjunction with relevant departments, go to the site to supervise the investigation, write a special report, make suggestions, report to the leaders of the municipal government or the general office or accept the entrustment of the leaders to convene the responsible persons of relevant departments to coordinate and deal with them;
In case of emergencies involving the public security department, the general office of the municipal government will directly transfer them to the "1 10" command center of the municipal public security bureau for handling according to the principle of "handling special matters";
3, news supervision by public opinion, through the news media regularly or irregularly announced to the public the results of relevant departments, praise outstanding units and individuals, criticize irresponsible and other bureaucratic style. Announce the telephone numbers of network member units, inform the "government hotline" office and the work of network member units, and explain relevant policies.
legal ground
Constitution of the people's Republic of China
Article 41
People's Republic of China (PRC) citizens have the right to criticize and make suggestions for any state organ or state functionary; Any state organ or state functionary has the right to lodge a complaint, accusation or report to the relevant state organ for illegal or dereliction of duty, but shall not fabricate or distort facts to make false accusations or frame up. For citizens' complaints, accusations or exposures, the relevant state organs must find out the facts and be responsible for handling them. No one can suppress it, and no one can retaliate. People who have suffered losses due to the infringement of civil rights by state organs and state functionaries have the right to compensation according to law.