China Net 65438+10.7 The General Office of the State Council recently issued the Guiding Opinions on Further Optimizing the Local Government Service Hotline (hereinafter referred to as the Opinions). The opinions are clear. Before the end of this year, the government service convenience hotlines set up in various regions and set up by relevant departments in the State Council and answered locally will realize the No.1 service, and the merged hotlines in various regions will be unified as "12345 government service convenience hotline" (.
The "Opinions" make it clear that the hotline number with low frequency dialed by enterprises and the masses will be cancelled and unified as the 12345 hotline. Keep the hotline number with large telephone traffic and high social awareness, parallel to the hotline number 12345. The hotlines set up by the vertical management departments in the State Council were merged into the hotline 12345 in the form of sub-centers, and a telephone transfer mechanism was established.
Optimize the operation mechanism of 12345 hotline, establish and improve the hotline work management system, and clarify the management organization and acceptance scope of 12345 hotline. Optimize the workflow and establish a complaint classification mechanism. Establish unified information sharing rules, strengthen information security, and promote all levels of 12345 hotline platforms to push all required data to relevant departments at the same level in real time. Establish an accountability mechanism for hotline work supervision, strengthen comprehensive evaluation, and compact the responsibility of handling units.
The "Opinions" emphasize that it is necessary to strengthen the capacity building of 12345 hotline, ensure the hotline connection capacity, expand the acceptance channels, and strengthen the construction and application of hotline knowledge base and team building. Optimize the process and resource allocation, realize the close connection between hotline acceptance and background service, ensure that the problems and reasonable demands reflected by enterprises and the masses are handled and disposed of in time, make the government service convenience hotline connect faster, distribute more accurately and operate more realistically, and create "full customer service" for government service.