Chapter I, General Provisions
Article 1 In order to strengthen the supervision and management of our province's 12345 convenience service platform (hereinafter referred to as 12345 platform), establish a mechanism with clear division of labor, standardized operation and strong supervision, promote the innovation of service methods, and improve the convenience service level, according to the Notice of the General Office of the People's Government of Fujian Province on Strengthening Convenience Service "Immediately" (Min Zhengban [2000]
Second, the 12345 platform consists of 12345 hotline and 12345 network system (www. Fj 12345. Governor.cn), and accept the advice, complaints, suggestions and help of citizens, legal persons or other organizations.
Article 3. Platform 12345 is jointly constructed, used and managed by people's governments at all levels in this province and their departments, Pingtan Comprehensive Experimental Zone Management Committee, people's organizations, enterprises and institutions.
Each district and city has set up a hotline 12345 to gradually realize 24-hour multilingual reception and feedback service.
12345 network system is planned and constructed by the whole province to realize data interconnection.
Article 4. According to the list of convenience service lines, integrate the 12345 hotline and all kinds of convenience service appeal telephones according to local conditions. If some of them cannot be integrated temporarily, two numbers can coexist, share data and implement unified supervision.
Article 5. 12345 under the leadership of people's governments at all levels, the platform adheres to the principles of territorial management, graded responsibility, centralized handling, and whoever is in charge is responsible, and solves problems on the spot in a timely manner according to law, so as to be "responsive and reasonable".
Article 6. The organizer shall seriously handle the appellant's appeal, listen to the appellant's opinions, suggestions and demands, accept the appellant's supervision, and strive to serve the appellant. No organization or individual may retaliate against the claimant for compensation.
The matters requested by the requester shall be expressed in objective, true and civilized terms, and shall be responsible for the authenticity of the contents of the request, and shall not fabricate or distort the facts, and shall not insult or frame others.
The opinions and suggestions put forward by the petitioner are conducive to promoting the economic and social development of our province, improving administrative management, social management and public services, and safeguarding the interests of the masses, and the relevant organs or units shall adopt them.
Seventh, the operating expenses of 12345 platform are included in the fiscal budget at the same level.
Chapter II, Responsibility and Division of Labor
Eighth, the General Office of the Provincial People's Government is the provincial competent department of the whole province 12345 platform, defining the specific working institutions and performing the following duties:
(1) Formulating the overall construction scheme, supervision system, work norms, business processes and assessment methods of the 12345 platform;
(2) Supervise, manage, assess and evaluate the operation of the 12345 platform;
(three) complaints involving provincial units;
(four) to investigate and verify the important complaints;
(5) Coordinating cross-departmental and cross-regional demands;
(6) Organizing business training.
Article 9. The people's governments of cities and counties (districts) and the administrative committee of Pingtan Comprehensive Experimental Zone, as the competent departments of the platform at the corresponding level 12345, determine the specific working institutions and perform the following duties:
(a) within the jurisdiction of the 12345 platform construction;
(two) to establish and improve the working system and working mechanism;
(3) Do a good job in the daily supervision and management of the 12345 platform;
(four) to accept, handle, verify and verify the complaints, and push the complaints involving provincial units to the provincial working institutions;
(five) to supervise and evaluate the undertaking unit;
(six) to urge and coordinate the organizers to update the government information knowledge base in a timely manner;
(7) Managing and training the staff of the 12345 platform within its jurisdiction;
(eight) the integration of the area of convenience service telephone, the establishment of convenience service list, clear responsibility units and departments;
(nine) do a good job in filing the complaint handling materials.
Tenth, the provincial development and Reform Commission (Provincial Digital Office) shall perform the following duties:
(a) responsible for the overall technical architecture design and planning of the province 12345 platform;
(two) to guide the construction of hotline seating system in various places;
(3) Do a good job in evaluating the performance of the e-government platform network system.
The provincial economic information center is responsible for the construction, daily maintenance, upgrade and application technology training of the province's 12345 platform.
Eleventh, the organizer shall perform the following duties:
(a) to establish a handling mechanism and improve the handling process;
(2) Handling, replying, verifying and feeding back the demands put forward by platform 12345;
(3) Update government information in time and push it to the platform knowledge base;
(four) do a good job in filing the complaint handling materials;
(5) Cooperate with business training.
Chapter III Acceptance and Branches
Article 12, 12345 Main acceptance items of the platform:
(1) Consultation: including consultation on government information such as administrative functions, responsibilities, policies and regulations, and working procedures;
(2) Complaints: including complaints about administrative management, social management, public services and other convenience services;
(3) Suggestions: including opinions and suggestions on administrative management, social management and public services;
(4) Help-seeking category: including help for management and services within the scope of administrative functions and powers.
Article 13 Matters not accepted by the platform 12345:
(a) involving state secrets, commercial secrets and personal privacy;
(two) involving the functions of the National People's Congress, the Chinese People's Political Consultative Conference, discipline inspection and supervision, courts, procuratorates, the army and the armed police;
(three) has been or should be resolved through litigation, arbitration, administrative reconsideration and other legal channels or petition channels;
(four) the departments and units that have the right to deal with it have accepted or are dealing with it;
(five) the claim for compensation has been dealt with according to law, and the claimant still makes a claim for compensation with the same facts and reasons;
(six) reflect the problem belongs to 1 10, 1 19, 122 and other emergency rescue systems;
(seven) non administrative areas of our province;
(eight) other violations of laws, regulations and rules.
12345 The platform should explain and guide the inadmissible complaints.
Fourteenth, the 12345 platform accepts complaints, and if it can answer on the spot, it will answer immediately; If it needs to be distributed to the organizer, it should be completed within 1 working day; If it is an emergency that endangers people's lives and property, it should be distributed immediately and the organizer should be notified by phone to sign for it.
Article 15 The claim is the content specified in emergency management. 12345 The platform or the contractor shall report to the emergency management department in time.
Article 16. If the complaint involves multiple responsible units, the platform 12345 shall designate the lead unit and the co-organizer; If the functions are overlapping and the management ownership is unclear, the government shall designate the bottom unit to handle it.
Chapter IV, Handling and Feedback
Seventeenth, 12345 platform through the network system or SMS, telephone and other ways to remind the organizers to sign for complaints.
If the organizer finds that it does not belong to the scope of duties when signing, it shall make a reply within 1 working days after receiving it, and explain the reasons and basis. Involving urgent matters, it shall immediately explain the situation and reply.
Article 18. After the claim is signed, it shall be reported to the person in charge or the main leader in time, and the specific undertaking department and handling personnel shall be defined. The handling results shall be reported to the person in charge or the main leader for review according to the procedures, and then fed back to the platform 12345, and the claimant shall be answered at the same time.
The organizer shall take photos (videos) and upload them through attachments when handling and feeding back complaints.
Nineteenth in the process of handling the contractor found that does not belong to the scope of responsibilities or overlapping responsibilities, should immediately feedback, and provide the basis and reassignment advice; If the responsibilities are unclear, they will be redistributed to the bottom unit for handling by the 12345 platform; Involving security risks, the first unit should be handled simply to ensure safety.
Twentieth the organizer shall solve the complaint within a time limit.
(1) The consultation matters shall be resolved and answered within 2 working days.
(2) The complaint 10 shall be settled and answered within 0 working days, and it shall be settled and answered within 3 working days after being included in the convenience service list.
(three) suggestions, complete and reply within 5 working days.
(four) matters for help, and reply within 3 working days. The organizer shall take the initiative to contact the claimant for information within 1 working days after receiving it.
(five) urgent or simple matters, should be handled immediately, the same day reply.
(6) If it is really difficult to complete the project on time due to special circumstances, submit a written application, and with the consent of the unit leader, submit an extension filing to Platform 12345 half a working day before the expiration of the specified period, explaining the specific reasons and extension time, and explaining it to the applicant. The extension time limit shall not exceed the original processing time limit.
(seven) matters that cannot be solved at present, the organizer should contact the requester for feedback, patiently explain, correctly guide and gain understanding.
Chapter V, Verification and Return Visit
Article 21. The staff of the platform 12345 and the organizer can verify the settlement of claims through claimant evaluation, telephone inquiry, on-site inspection and interview.
Twenty-second, the applicant is not satisfied with the evaluation items, and it is verified that it is the responsibility of the organizer, and the organizer will handle it again. If the applicant is still not satisfied with the result of re-handling, and it is verified that it belongs to the responsibility of the organizer, it shall urge the organizer to re-handle it and include it in the supervision matters.
Article 23. The staff of Platform 12345 and the organizer will pay a random return visit by telephone verification, face-to-face interview, on-site inspection, spot check, etc., focusing on understanding the handling and feedback of the appeal, and understanding the satisfaction, opinions and suggestions of the claimant; For matters under supervision, the applicant may be interviewed face to face. For the problems found in the return visit, timely urge the organizer to implement the rectification.
Chapter VI, Supervision and Evaluation
Article 24. Incorporate the operation of the 12345 platform into the scope of efficiency monitoring, establish an account of monitoring items, and urge the monitored units to rectify within a time limit by issuing special monitoring reports, rectification notices, monitoring suggestions, and interview reminders.
Twenty-fifth, the establishment of evaluation mechanism, strengthen the construction of 12345 platform system, and evaluate the handling process, handling time limit, handling quality, responsibility implementation, and people's satisfaction rate. And incorporate the results into the annual performance appraisal.
Twenty-sixth, the handling of the organizer should be copied to the civilization office at all levels, as an important basis for the evaluation of civilized cities, civilized industries (units) and annual evaluation.
Article 27. Invite deputies to the National People's Congress, members of the Chinese People's Political Consultative Conference, supervisors of organ efficiency construction, the public and the news media to supervise the operation of the 12345 platform.
Chapter VII, Reward and Punishment
Article 28. Units and individuals who have made outstanding achievements in the work of Platform 12345 shall be notified and praised by the competent department of Platform 12345, and shall be given priority in all kinds of evaluation and evaluation, and shall be taken as the inspection content of cadre selection and appointment.
Article 29 12345 If the platform staff is under any of the following circumstances, they shall be held accountable:
(a) bad working attitude, cold and hard when accepting, resulting in adverse effects or consequences;
(two) do not perform their duties at work, not timely registration, reporting and handling of complaints, resulting in delays or omissions in handling, resulting in adverse effects or consequences;
(3) disclosing information irrelevant to the handling of complaints to the respondent, resulting in adverse effects or consequences;
(four) other circumstances stipulated by laws, regulations and rules.
Thirtieth, the contractor and its staff in any of the following circumstances, shall be investigated for responsibility:
(a) due to poor management, the staff leave their posts without authorization, which leads to the delay in receiving the branch matters and delaying the processing time;
(two) the complaint is not serious, not timely treatment, perfunctory, resort to deceit, irrelevant answer;
(three) the complaint has been returned to the re office or supervision, but it is still not dealt with seriously, resulting in adverse effects or consequences;
(four) after being designated as the lead unit, the co-organizer or the bottom unit, not conscientiously performing their duties, passively coping, shirking responsibility, resulting in long delays in handling matters;
(5) disclosing information irrelevant to complaint handling to the respondent, which has adverse effects or consequences;
(six) the attitude towards the claimant is bad, simple and rude, and takes revenge;
(seven) other circumstances stipulated by laws, regulations and rules.
Thirty-first, accountability: if the circumstances are minor, it shall be ordered to make a written examination or admonish education, informed criticism and effectiveness warning; If the circumstances are serious, take the form of organizational treatment and disciplinary action; Anyone suspected of committing a crime shall be dealt with in accordance with relevant laws and regulations.
Chapter VIII Supplementary Provisions
Thirty-second these Measures shall apply to the people's governments at all levels in this province and their departments, institutions directly under the central government, people's organizations, enterprises and institutions.
Municipalities, counties (districts) people's governments, Pingtan Comprehensive Experimental Zone Management Committee and relevant provincial units may formulate specific implementation measures according to these measures.
Thirty-third, these Measures shall be interpreted by the general office of the provincial people's government in conjunction with the relevant departments.
Thirty-fourth, these Measures shall come into force as of the date of promulgation.