Notice on further optimizing the implementation plan of government service convenience hotline
Anhui Zhengban Secret [2021] No.65
People's governments of cities and counties, departments and institutions directly under the provincial government:
"Anhui province to further optimize the government service hotline implementation plan" has been approved by the provincial government, is issued to you, please implement.
General Office of Anhui Provincial People's Government
202 1 June 21
Anhui province is further optimized
Implementation plan of government service convenience hotline
In order to speed up the merging and optimization of the government service convenience hotline in our province, according to the requirements of the Guiding Opinions of the General Office of the State Council on Further Optimizing the Local Government Service Convenience Hotline (Guo Ban Fa [2020] No.53), combined with the actual situation in our province, this plan is formulated.
1. Work objective
Before the end of 2002 122, except for emergency hotlines such as 1 10,19, 120 and122, government affairs in our province were set up by various departments at all levels and by relevant departments in the State Council. Build a "five-in-one" acceptance channel for hotline, government website, official account of WeChat on government website, government service network and know-it-all APP to realize standard unification, overall linkage and business collaboration; Optimize the process and resource allocation, promote the close connection between hotline acceptance and backstage service, ensure that the problems and reasonable demands reflected by enterprises and the masses are handled and disposed of in time, make the hotline connected faster, more accurately and more practically, and create a convenient, efficient, standardized and intelligent government service "general customer service".
2. Work tasks
(1) Accelerate the merger of hotlines.
1. Unified hotline name. The province's combined hotline is unified as "12345 government service convenience hotline", and the voice call number is "12345", which unifies the service standard and provides "7×24 hours" all-weather manual service. (Responsible unit: General Office of the provincial government, municipal governments and relevant departments of the province; Time limit for completion: 202 1 before the end of August)
2. Merge various hotlines. Strictly implement the requirements of document No.53 [2020] issued by the State Council, cancel all the original numbers of government service convenience hotlines set up by all departments at all levels in the province, and unify the transportation seats into the hotline at the same level in the way of overall integration 12345. The government service hotline set up by relevant departments in the State Council and answered by our province adopts three ways: overall integration, parallel number and sub-center, and is merged into the hotline 12345. Hotlines at all levels can set up government service consultation areas according to the actual situation to provide "No.1 answer" and "one-stop" consultation services for enterprises and society. Reasonable setting of expert seats, all relevant departments at all levels should establish a long-term mechanism for the selection and management of experts in this industry, and send professionals to be stationed regularly to be responsible for business guidance, on-site training and answering difficult questions. Relevant departments at all levels should take the initiative to link up and gradually establish emergency hotlines such as 1 10,19, 120, 122 and water, electricity, heat, 12345 at the same level. Departments at all levels are not allowed to set up new government service convenience hotlines (including new numbers and changing the name and purpose of the original numbers). In principle, county-level hotline platforms are no longer built 12345, and established county-level hotline platforms are gradually merged into municipal hotline platforms 12345. (Responsible units: General Office of the provincial government, Provincial Bureau of Data Resources, municipal governments and relevant departments directly under the provincial government; Time limit for completion: before the end of 202 1 10)
3. Smooth transition. We should consider the optimization and operation of mergers and acquisitions as a whole. All relevant departments should formulate implementation plans by classification, make arrangements for the connection of telephone attendants, ensure the site, system and funds, set up telephone voice prompts during the transition period, and make orderly connection between departmental business systems and 12345 hotline platform. According to the requirements of different merger methods, actively do a good job in opening professional knowledge base, system docking, data collection, on-site training, expert seat setting and so on. (Responsible unit: General Office of the provincial government, municipal governments and relevant departments of the province; Time limit for completion: 202165438+before the end of February)
(2) Improve the platform construction.
4. Strengthen the collaborative docking of platforms. The general office of the provincial government has formulated the data exchange standard of the government service convenience hotline platform, and accelerated the upgrading and transformation of the provincial hotline platform in light of the actual situation. Relevant departments of cities and provinces should actively cooperate, make good financial preparation and technical support, pay close attention to the development of data interfaces of their respective systems, and cooperate with the opening of data channels of provinces, cities and relevant departments to realize interconnection and data sharing. Relevant departments of the province should vigorously promote the opening of inquiry authority of business systems to hotline platforms at all levels 12345. Hotline platforms at all levels should push all the data needed for acceptance information, work order records, return visit evaluation and so on to relevant departments at the same level in real time. All relevant departments at all levels should actively use the hotline platform, strengthen judgment and analysis, and provide data support for departments to perform their duties, supervise afterwards, solve common demands, and make scientific decisions. The general office of the provincial government should strengthen communication and docking with Shanghai, Jiangsu and Zhejiang, and actively improve the linkage mechanism of the 12345 hotline in the Yangtze River Delta region. (Responsible unit: General Office of the provincial government, municipal governments and relevant departments of the province; Time limit for completion: 202165438+before the end of February)
5. Strengthen the construction of knowledge base. The general office of the provincial government and the hotline management institutions of cities should establish and improve the provincial and municipal hotline knowledge base and sub-center professional knowledge base in accordance with the principle of "accurate authority, unified standards, real-time updating and building * * *", standardize the information data entry standards, establish and improve the management and maintenance mechanisms such as multi-party checking, leak detection and error correction, and realize the sharing of information in provincial and municipal knowledge bases. All levels and departments should sort out relevant information such as policies and regulations, policy interpretation, and people's livelihood hotspots, form standardized and consistent answers, and timely collect them into the hotline knowledge base at the same level for real-time dynamic update. Strengthen the interconnection with the government service platform and the government website knowledge base, enjoy and update it synchronously, promote the hotline knowledge base to be open to grassroots staff and society, and expand self-service inquiry service. (Responsible unit: General Office of the provincial government, municipal governments and relevant departments of the province; Time limit for completion: 202 1 before the end of September)
6. Expand the function of hotline platform. Do a good job in hotline connection capacity building, provide manual services that meet the needs, and at the same time expand channels such as government websites, official WeChat accounts on government websites, government service networks, and know-it-all apps, and enrich acceptance methods to meet the personalized and diversified needs of enterprises and the masses. Strengthen intelligent applications such as self-service ordering, intelligent text customer service and intelligent voice to facilitate enterprises and the masses to reflect their demands and suggestions. (Responsible units: General Office of the provincial government, Provincial Bureau of Data Resources, municipal governments and relevant departments directly under the provincial government; Time limit for completion: 202 1 before the end of September)
(3) Optimize the operation mechanism.
7. Clear hotline management organization. The general office of the provincial government is responsible for the management of the provincial 12345 hotline. Municipalities should define the hotline management organization of 12345, be responsible for the planning, construction and operation management of the hotline platform at the corresponding level, establish and improve relevant systems and processes, and guide and supervise the work of government service hotline. The relevant departments of the province should strengthen policy support and coordination, implement the responsibility to the offices, and clarify the personnel. (Responsible unit: General Office of the provincial government, municipal governments and relevant departments of the province; Time limit for completion: before the end of 202 1 10)
8. Clarify the scope of hotline acceptance. The hotline mainly accepts all kinds of non-emergency needs of enterprises and the masses, including consultation, help-seeking, complaints, reports and suggestions in the fields of economic regulation, market supervision, social management, public services and ecological environmental protection. Do not accept matters that must be solved through litigation, arbitration, discipline inspection and supervision, administrative reconsideration, government information disclosure and other procedures, matters that have entered the petition channel, matters involving state secrets, commercial secrets, personal privacy and violations of social public order and good customs. The hotline does not replace the functions of the department, which handles related business according to the division of responsibilities, and implements supervision and law enforcement and emergency response. If administrative law enforcement cases and complaints are involved, the hotline will be transferred to the local government and relevant departments in the first time according to the principle of graded responsibility, forming an efficient coordination mechanism. (Responsible unit: General Office of the provincial government, municipal governments and relevant departments of the province; Time limit for completion: 202 1 before the end of August)
9. Optimize the hotline workflow. All levels should improve the work flow of 12345 hotline in terms of acceptance, scheduling, handling, reply, supervision, completion, return visit and evaluation, so as to realize the closed-loop operation of the demands of enterprises and the masses. The hotline management institutions at all levels 12345 should establish a mechanism for handling appeals in different levels, and form a provincial 12345 hotline working system with the provincial hotline as the coordination and dispatching hub, the municipal hotline as the main answering force and the hotline sub-center as the professional supplement. Clearly standardize the requirements of acceptance, immediate transfer, time-limited processing, satisfaction evaluation, etc., improve the rules for handling matters according to functional responsibilities and authority and multi-department overall planning, and optimize the rules for handling key steps such as self-inquiry of progress, review of document disputes, unreasonable repeated demands, extension of application, and resolution of matters. Improve the working mechanism for enterprises and the masses to handle complaints efficiently. (Responsible unit: General Office of the provincial government, municipal governments and relevant departments of the province; Time limit for completion: 202165438+before the end of February)
10. Improve the assessment and supervision mechanism. Strengthen the comprehensive evaluation of the timely feedback rate, timely completion rate, problem solving rate, satisfaction rate of enterprises and the masses of complaint handling units, incorporate them into the performance appraisal of government target management, and continuously improve the service quality and handling efficiency after the merger of hotlines. Hotline management institutions at all levels 12345 should use various methods such as supervision list, special coordination and interview reminder to compact the responsibility of complaint handling units and urge them to perform their duties. Administrative mediation and law enforcement should be handled according to law, and the satisfaction rate should not be pursued unilaterally. Establish and improve the accountability mechanism, and conduct interviews, scheduling and notification on enterprises and people's demands for poor quality, buck passing or false reporting, and improper return of orders. For inaction, chaos, and slow action, which damages the legitimate rights and interests of the people and the image of the government, it is strictly accountable according to the law. (Responsible unit: General Office of the provincial government, municipal governments and relevant departments of the province; Time limit for completion: 202165438+before the end of February)
1 1. Strengthen information security. According to the principle of "who manages, who uses and who is responsible", various technical means such as authorized access, information encryption and data desensitization are adopted to strengthen the whole process security management of business system access query and * * * information use. All departments at all levels should strengthen the hotline to handle the security review of reply information, and strictly protect state secrets, business secrets and personal privacy according to laws and regulations. (Responsible unit: General Office of the provincial government, municipal governments and relevant departments of the province; Time limit for completion: 202165438+before the end of February)
Three. safeguard measure
12. Strengthen organizational leadership. The general office of the provincial government is responsible for the overall coordination and decision-making of major issues in the province's 12345 hotline work, do a good job at the provincial level and guide and urge the municipalities to merge and optimize the hotline. City and county governments should attach great importance to it, establish and improve the work promotion mechanism, and solve the problems existing in the hotline work in time. The office of the municipal government takes the lead in optimizing the convenience hotline for government services at the corresponding level, and the hotline management department should give full play to its functions and refine the work steps according to the merged hotline list to ensure that all tasks are implemented. All relevant departments at all levels should increase their support for the hotline work and do a good job in the connection and business continuity after the merger of the hotline.
13. Strengthen operational guarantee. Relevant departments at all levels should formulate and improve relevant management systems according to the actual operation of the 12345 hotline to ensure efficient operation and standardized service. Establish a funding guarantee mechanism, integrate all kinds of hotline funds according to the principle of "parallel numbers and funds go with numbers", and incorporate the funds needed for hotline work into the fiscal budget at the same level to provide necessary protection for hotline work.
14. Strengthen publicity and training. Relevant departments at all levels should make overall arrangements, make full use of the Internet, newspapers, radio, television and other news media, widely publicize the functions and functions of the 12345 hotline, and actively guide enterprises and the masses to reflect their problems and express their reasonable demands through the 12345 hotline. The cancellation and change of the number in the hotline merger should be publicized and guided in time. Hotline management institutions at all levels should conscientiously sum up and promote good experiences and practices, strengthen the work guidance of the organizer, strengthen the policy and business training of hotline staff, and improve the quality and level of hotline service.
15. Strengthen supervision and stress efficiency. All relevant departments at all levels should establish a hotline 12345 work supervision mechanism and take the initiative to accept NPC's supervision according to law, CPPCC's democratic supervision and news media supervision. Encourage all sectors of society and the masses to participate in supervision, evaluate the hotline service in a timely manner through third parties, public opinion surveys, etc., publicly announce the handling of the hotline on a regular basis, improve the social supervision mechanism of the hotline 12345, and promote the "good and bad reviews" of the service efficiency of the hotline 12345.