The notice pointed out that the "12345" hotline will accept all kinds of non-urgent needs of enterprises and the masses in the future: consultation, help-seeking, complaints, reports and suggestions in the fields of economic regulation, market supervision, social management, public services and ecological environmental protection in our city. The demands assigned by the national platform are in line with the demands of Sichuan-Chongqing mutual transfer mechanism and other needs. Other matters that shall be accepted as stipulated by laws, regulations and rules.
The notice specifically mentioned that the hotline "12345" will not be accepted: matters that should be resolved through litigation, arbitration, discipline inspection and supervision, administrative reconsideration, government information disclosure and other procedures have entered the petition channel; Matters involving state secrets, commercial secrets, personal privacy and violation of social public order and good customs; Other matters that are not accepted by laws, regulations and rules. For matters that are not accepted, the caller shall be informed of the reasons and basis for not accepting, and recorded truthfully; If other handling units can be determined, the caller should be informed of the relevant information such as the name of the unit.
It is mentioned in the notice that after receiving the call, the "12345" hotline will go through five steps: claim registration, classified disposal, time-limited processing, return visit evaluation and filing a case.
In the stage of complaint registration, the hotline "12345" will standardize the contact information, complaint content and category, address involved and other information of the registered complainant, so as to facilitate the complainant to inquire about the processing progress and results.
In the classification and disposal stage, according to the demands, the caller's demands are handled at the first time by means of direct answering, three-way call, telephone transfer, work order distribution, etc., and those that can be answered directly are handed over to relevant departments through the system.
In the time-limited processing stage, each organizer will immediately establish and improve the working mechanism for handling complaints in a classified manner, handle incoming calls pragmatically and efficiently, and answer incoming calls according to the principle of "who undertakes specifically and who answers directly". The "12345" hotline will be transferred to the specific organizer within 1 working days after being assigned; For work orders that are not within the scope of the unit's responsibilities, the relevant units shall report them step by step and explain the reasons. If it is necessary to submit it to the "12345" hotline, the cumulative time shall not exceed 2 working days.
For the consultation service work order, the specific organizer shall complete and reply to the caller within 5 working days after the "12345" hotline is assigned; For non-consulting service work orders, it should be resolved and returned to the caller within 15 working days after distribution.
Due to the complexity of the situation, the specific organizer should apply for an extension before the expiration of the time limit and explain the reasons. The extension can only be extended after the approval of the management unit at the next higher level, and inform the caller of the progress and extension of the phased work.
In the evaluation stage of return visit, the "12345" hotline will implement the system of "evaluation of service efficiency", and carry out return visit through telephone verification, face-to-face interview and on-site inspection to guide callers to evaluate the handling of the organizer.
In addition, the notice also mentioned that the "12345" hotline will establish a hotline knowledge base, an operation database and a big data analysis platform, strengthen the application of big data analysis, and timely reflect important social conditions and public opinions through work briefing, special reports and special data display, so as to provide a basis for the government's scientific decision-making and precise administration.
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