The clients of the 12345 hotline (hereinafter referred to as clients) refer to citizens, legal persons or other organizations who put forward matters such as consultation and help, services, opinions and suggestions, complaints and reports in the field of government services in this Municipality through the 12345 hotline (hereinafter referred to as hotline matters). Article 3 The work of the hotline 12345 adheres to the people-centered development idea and the principles of party committee leadership, government leadership, departmental cooperation and social participation, and accepts the supervision of the news media and all sectors of society. Article 4 The Municipal People's Government shall formulate the development plan of 12345 hotline, and promote the standardization, standardization and intelligent construction of 12345 hotline. Article 5 People's governments at all levels shall include the funds needed for hotline work of 12345 into the fiscal budget at the corresponding level. Article 6 The Municipal People's Government shall report the work of the hotline 12345 to the Standing Committee of the Municipal People's Congress. Article 7 The relevant departments, units and staff shall perform their confidentiality obligations according to law, and shall not disclose the state secrets, business secrets, personal privacy and related personal information involved in the work of the hotline 12345. Chapter II Establishment and Duties Article 8 The hotline office of the city 12345 shall be responsible for the guidance, coordination, supervision and assessment of the hotline work of the whole city 12345, and perform the following duties:
(a) to formulate the development plan and annual plan of the 12345 hotline;
(2) accepting, transferring and supervising hotline matters;
(three) supervision and assessment hotline matters;
(4) analyzing and studying the social conditions and public opinions reflected by the hotline 12345;
(five) responsible for the construction and maintenance of 12345 hotline service platform;
(six) responsible for 12345 hotline staff training;
(seven) to handle hotline matters at or above the provincial level or other related matters. Article 9 The county (city, district) people's government, the working department of the Municipal People's government and other enterprises and institutions that undertake public management and service functions shall be the hotline organizer (hereinafter referred to as the organizer).
The organizer shall specify the working organization (post) and staff of the hotline 12345 and perform the following duties:
(a) to handle the hotline matters transferred from the municipal hotline office 12345, and to guide and urge subordinate departments and units to do a good job in hotline work;
(two) responsible for updating the information of the hotline 12345 knowledge base;
(3) To be responsible for the training and management of 12345 hotline staff;
(4) Complete other related matters assigned by the municipal hotline 12345.
The main person in charge of the organizer is fully responsible for the handling of hotline matters. Chapter III Rights and Obligations of Customers Article 10 Customers may raise the following non-urgent matters through the hotline 12345:
(a) government information and public service information consultation;
(2) It should be solved by state organs, enterprises and institutions that undertake public service functions according to law;
(three) opinions and suggestions on economic regulation, market supervision, social management, public services, ecological environment protection and other fields;
(four) complaints and reports on the work style, quality and efficiency of state organs and enterprises, institutions and their staff who undertake public service functions. Eleventh customer hotline matters should be specific, civilized and friendly, and be responsible for its authenticity. Do not distort or fabricate facts, slander, falsely accuse or frame others, do not use 12345 hotline resources to seek illegitimate interests, and do not harm the legitimate rights and interests of others.
The client should provide the contact information truthfully, and the specific address should be provided if there is an incident on the hotline.
The client has the right to keep personal information confidential when reporting matters. Article 12 The client shall cooperate with the organizer to handle the hotline matters, consciously maintain the working order of the 12345 hotline, and shall not reuse or occupy the resources of the 12345 hotline for a long time without justifiable reasons, nor harass, insult or threaten the staff of the 12345 hotline. Thirteenth clients have the right to know the progress and results of hotline matters, except those involving state secrets, business secrets, personal privacy and related personal information. Fourteenth clients have the right to ask for answers to their hotline matters; If you don't reply within the time limit or have any objection to the result, you have the right to ask for explanations; Have the right to truthfully evaluate the quality and results of handling. Fifteenth clients have the right to truthfully evaluate, complain and report the service attitude, work efficiency and work style of the 12345 hotline staff. Chapter iv acceptance, handling, supervision and assessment article 16 12345 hotline work shall implement national standards and norms, and implement the working mechanism of external number one, centralized acceptance, centralized handling, graded responsibility, time-limited completion and supervision and assessment. Seventeenth hotline 12345 provides 24-hour (including holidays) manual service and accepts hotline matters around the clock.