"12328" hotline, as a national unified supervision telephone for transportation services, covers business fields such as roads, waterways, road transportation, urban passenger transport, maritime affairs, search and rescue, etc. It is an important carrier for transportation authorities at all levels to listen to people's voices, smooth public opinion and gather people's wisdom. It is also an important channel for the broad masses of people to express their wishes, reflect their interests and participate in industry governance.
12328 telephone system construction will adhere to the local-oriented and networked operation, and give full play to the local main role. Relying on the existing service supervision telephone system in various places, call centers will be built mainly in cities above prefecture level, and a unified and standardized 12328 telephone system will be built nationwide.
Adhere to centralized acceptance, carry out their duties, complaints handling, consulting services and other services have been significantly improved, and the three-level network operation of the Ministry, province and city has been realized.
Extended data:
12328, as information consultation, opinions and suggestions, solves the problems of poor complaint channels and inconvenient reporting, establishes three-level networking operation between departments and provinces and cities, realizes closed-loop workflow of telephone business such as instant reply, classified transfer, timely tracking, spot check for filing and return visit, and makes full use of a large amount of data generated by the operation of 12328 telephone system for analysis.
According to the data, in 20 17 years, 12328 system * * accepted more than 28 million valid services, and the business volume was among the best in more than 50 government public service telephones starting with 123 in China. The instant reply rate of information consultation is 98.4 1%, and the time-limited completion rate is 89.62%.
12328- service guide
Baidu Encyclopedia-12328