2012101at 8: 00 am on October 8, the Shanghai "12345" citizen service hotline was put into trial operation. From then on, citizens can get advice, help, complaints and suggestions related to government public management and public services by dialing a number. More than 230 government hotlines have been merged into one, and Shanghai has realized the citizen hotline "One-Number Service Hotline".
Shanghai Citizen Service Hotline implements the working mechanism of "No.1 external service, centralized acceptance, classified disposal, unified coordination, linkage of all parties, and limited time handling". After the citizens call the hotline, the hotline receptionist in the call center first answers the phone. The receptionist can directly answer the consultation questions according to the knowledge base information.
Can not directly answer the consultation questions and help, complaints and suggestions, timely transferred to the relevant districts and counties and departments. Relevant districts, counties and departments should 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.
Extended data
According to the Shanghai Municipal Government, after the public service hotline is opened, the people's livelihood hotline, which is familiar to the public and has a large traffic volume, will adopt the mode of "two-track transition and complementary advantages", and retain the 12333, 123 19, 123 15 and so on that the public needs.
At the same time, Shanghai "12345" citizen service hotline is a non-emergency government service hotline. For emergency help involving personal and property safety, citizens should still call 1 10 and 120 directly.
In recent years, more than 230 government service hotlines have been set up in various departments and districts and counties of Shanghai Municipal Government to strengthen public services. These hotlines have played a great role in serving the public, but at the same time there are too many hotlines, which are inconvenient to remember and fragmented. As a result, the Shanghai Municipal Government decided to set up a "12345" citizen service hotline, which was included in the municipal government's key work this year.
Shanghai government affairs network-Shanghai "12345" citizen service hotline was put into trial operation at 8 am on the 8th.