12345 After the telephone is opened, it will provide telephone services in various languages, including Mandarin, Cantonese and English. 24 hours, thus solving the problems that the telephone number of government departments is difficult to remember, the telephone is difficult to get through, and the consultation or complaint is difficult to solve in time. The receptionist will directly answer questions about public telephone consultation using standard answers pre-entered into the database by various departments. Call charges are charged according to the standard of ordinary local calls.
Extended data:
operation sequence/order
1, telephone registration
Received a phone call should be carefully recorded in the "mayor's public telephone duty book" on the caller's name, unit, contact number, call time and content.
2. Call processing
(1) handle it directly. Answer the caller immediately if there is a clear policy; For the problems that need to be handled centrally, the caller can be notified to directly report to the relevant departments and people's governments of counties (autonomous counties and cities) or directly contact the relevant departments and people's governments of counties (autonomous counties and cities) by telephone for public handling, and follow up and supervise.
(2) transfer. For representative problems that have certain influence, they should be referred to the relevant departments by telephone or in writing for treatment within a time limit, and the caller should be informed; The hot and difficult issues reflected by the masses involving a wide range and outstanding should be summarized and submitted to the relevant leaders in a timely manner, and then transferred to the relevant departments in a timely manner according to the instructions of the leaders; Involving more than two departments, the mayor's public telephone duty room designated a department to take the lead, or by the mayor's public telephone duty room to take the lead in coordinating the relevant departments to deal with.
(3) Disposal of major issues. Major and unexpected incidents that endanger people's lives and property reported by the masses by telephone should be verified and handled immediately in accordance with the "Working System for Disposal of Various Emergencies in the Duty Room of the Municipal Government".
4. Telephone feedback
(1) Promise to reply. The mayor's public telephone duty room to do and request a reply, the organizer shall reply to the results within 7 working days; For more difficult matters, with the consent of the mayor's public telephone duty room, it can be extended, but the longest time shall not exceed 30 working days. The handling of major emergency issues should be given feedback at any time.
(2) reply to the masses. Organizers and departments will handle the results of the reply, conditional reply to reflect people, by the mayor's public telephone duty room by telephone or in writing will handle the results of the reply to reflect people, or by the organizers and departments will handle the results directly reply to reflect people.
5, supervision and handling
(1) If the organizer exceeds the processing time limit, the mayor's public telephone duty room shall promptly conduct written supervision and reply within a time limit.
(2) For the reply that is not handled seriously or according to the requirements, the mayor's public telephone duty room should put forward specific requirements and opinions, and instruct the organizer to re-handle and reply within a limited time.
(3) when there are differences of opinion involving multiple contractors in the process of handling, the mayor's public telephone duty room should ask for instructions from the leaders in time and handle it according to the instructions of the relevant leaders.
(4) For the hot and difficult issues strongly reflected by the masses, the mayor's public telephone duty room can directly organize relevant departments and news organizations to conduct on-site investigations as appropriate.
6, information editing
The mayor's public telephone duty room should pay attention to collecting and sorting out the hot and difficult issues reflected by the masses and suggestions with universality and guidance, and timely reflect and report them through daily duty summary and special report on duty, so as to provide reference for leadership decision-making.
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