Legal basis: Guiding Opinions of General Office of the State Council on Further Optimizing Local Government Service Hotline (III) Basic principles.
Adhere to territorial management and departmental overall guidance. Give full play to the leading role of various regions in hotline merging and management services, compact local responsibilities, especially city and county responsibilities, strengthen departmental policy support and coordination, and merge one place at a time.
Adhere to the connection between complaint acceptance and business handling. Clarify the responsibilities of the hotline 12345 and the business departments, and strengthen the work connection. Hotline 12345 is responsible for accepting the demands of enterprises and the masses, answering general inquiries and not replacing the functions of departments. All departments shall handle relevant business according to their responsibilities, implement supervision and law enforcement, and handle emergencies. If administrative law enforcement cases and complaints are involved, the hotline 12345 will be transferred to relevant departments for handling at the first time, forming an efficient coordination mechanism.
Adhere to the combination of convenience, efficiency and professional support. Taking the practical convenience of enterprises and the masses as the starting point and the foothold, we will expand the acceptance channels, improve the mechanisms of knowledge base sharing, expert support and sub-center linkage, and improve the hotline connection rate and professional service level.
Insist on promoting interconnection and coordinated development. Strengthen the interconnection and information sharing between 12345 hotline platform and departmental business systems, and promote the linkage and integration of 12345 hotline with various online and offline government service platforms and government websites. Relevant departments should strengthen the research and analysis of universal demands and solve * * *.
Guiding opinions of the General Office of Ministry of Human Resources and Social Security on accelerating the development of telephone consultation service. Development goals
12333 telephone consultation service should focus on the center and serve the masses, focus on strengthening the construction of institutional team, enhancing the ability of consulting service, increasing the supply of consulting service, expanding the content of consulting service, innovating the way of consulting service, raising the standard of consulting service, standardizing the consulting service system, improving the quality of consulting service, and realizing the entity, specialization, standardization, diversification of channels and management integration of institutions.