2065438+200765438+1October 24th, the opening of Jiangsu 12345 hotline marked that Jiangsu took the lead in establishing a provincial-level government hotline system with the provincial 12345 hotline as the leader and integrated cities and counties. The annual service volume of 12345 hotline in Jiangsu province increased from 1 1 10,000 in 20 17 to 30120,000 in 20021year, with an average annual growth rate of 43.3%. The time limit for consulting and non-consulting matters was reduced from 3 working days and 5 working days to 1.9 working days and 4.3 working days respectively; The number of hotline service representatives in the province increased from 2,300 to 3,930, and the number of seats per/kloc-0,000 people increased from 2.9 to 4.6. In recent years, Jiangsu 12345 has successively opened the enterprise service hotline, the hotline 12345 annual work release system, the "multi-aid in one" remote cooperation mechanism to deal with public emergencies, and the voice zero navigation mode, which have been widely welcomed by enterprises and affirmed by the state. General Office of the State Council issued many articles to promote Jiangsu experience.
Zhang _, deputy director of the Provincial Government Affairs Office, introduced that on February 28th, 2020, 65438+2020, the General Office of the State Council issued the Guiding Opinions on Further Optimizing the Local Government Affairs Service Hotline, which put forward clear deployment requirements for integrating and optimizing the government affairs service hotline. Jiangsu unswervingly adheres to the goal of "realizing the one-line service of government service hotline by the end of 2002/KLOC-0". In addition to the 32 government hotlines explicitly requested by the State Council, the three hotlines set up at the provincial level, such as real estate registration 965 10, cultural and tourism complaint reporting 965 19 and transportation service 96 196, have all been merged into 660 hotlines. For the 35 government hotlines that have been merged and optimized, no matter whether they are merged as a whole, two numbers are in parallel, or sub-centers are set up, as long as the masses have needs, they can be served by one number 12345 through personnel merger, knowledge base sharing, telephone transfer, etc. The front-end 12345 is responsible for receiving and distributing people's demands, and the back-end functional departments shall handle them according to the unified service standard of 12345. Hotline 12345 and various professional hotlines have established an online appeal transfer mechanism to jointly respond to people's demands. Complaints are still handled by various departments through the original business system, and the handling opinions are directly fed back to the 12345 platform through system integration, and returned to the platform in a unified way, thus realizing the closed-loop circulation of people's demands on the 12345 platform.
Through the merger and optimization of hotlines, 970 hotline managers and telephone operators and 737 telephone operators were added to the province's 12345 hotline. All districts and cities have improved their service places to varying degrees, and the degree of informatization has been strengthened, which has provided a strong guarantee for the high-quality development of the 12345 hotline.
In addition, Jiangsu insists on integrating and optimizing hotlines to improve service capabilities. On February 202 1 1, 1, the voice navigation of 12345 was cancelled at the provincial, city and county levels, so that the masses can directly appeal for labor and promote the "faster connection" of the masses; Complete the province-wide 12345 mass appeal classification and coding project, classify the mass appeal into 1095 categories, and code them one by one to realize "more accurate distribution" of the mass appeal; With the goal of "making people's demands more real", we will improve the accountability mechanism for immediate handling of complaints and supervision, strengthen the review, judgment and reprocessing of dissatisfied demands, and improve the actual solution rate of problems. 202 1, the satisfaction rate of effective participation of the masses reached 92%. Innovatively set up a "one enterprise to come" enterprise service hotline, linked 4,935 policy commissioners in the province to provide policy consulting services for enterprises, and * * * answered 403,000 enterprise demands, with a satisfaction rate of over 97%.