1, 12345 The 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 have adopted the service hotline 12345, and then transferred it through the hotline center 12345 according to the specific situation.
2. The public service hotline implements the working mechanism of "external service No.1, centralized acceptance, classified disposal, unified coordination, linkage of all parties, and time-limited handling". After the citizens call the "12345" hotline, the call center hotline receptionist will answer the phone first.
3. After answering the calls from the masses, the hotline receptionist will directly answer the consulting questions that can be directly answered according to the information in the knowledge base, and timely transfer the consulting questions that cannot be directly answered, as well as help, complaints and suggestions, to the relevant districts, counties and departments for handling. 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.
4. The mayor's public telephone work is guided by Theory of Three Represents Theory, with serving the people wholeheartedly as the fundamental purpose, caring for and serving the masses as the basic concept, insisting on doing practical things for the masses as the starting point and the foothold of the work, and taking the satisfaction of the masses as the standard for measuring the work.
5, the mayor's public telephone work adhere to the principle of seeking truth from facts, according to the rules. All kinds of problems reflected by the masses, in line with the provisions of the policy, should be dealt with in a timely manner and resolved as soon as possible; Do not meet the policy requirements, to convince and explain the truth. Do everything with results, reply to calls and letters.
6, the mayor's public telephone work adhere to the principle of graded responsibility and centralized management. All districts and counties (autonomous counties, cities) people's governments and municipal government departments should seriously handle the problems reflected by the public telephone and the matters assigned by the mayor's public telephone duty room, and reply in time.