Set up "Lianxinqiao" as a good general customer service -Xiangyang 12345 government service and convenience hotline for ten years to look back

Fu Xiangyang, the back of the world. The central city of the Hanjiang River Basin, the central deputy center city of Hubei Province, "one of the top ten cities in China's most attractive investment" ... Behind this booming landscape city, there is a hotline to listen to the voice of the people and serve the people. This is the "Lianxin Bridge" that connects the government and the people in the 12345 government service hotline.

In August 2012, Xiangyang City's "12345" government public service hotline was opened. In the past ten years, the 12345 hotline of Xiangyang has firmly established the development idea of ​​"people -centered", giving full play to the role of "people's livelihood direct vehicles, developing booster, wind monitoring, decision -making information sources", focusing on social and people's livelihood issues, responding to the concerns of the masses in a timely manner , Strive to be the "Lianxinqiao" of the party committee and the people and the "general customer service" of government services.

Polymin hotline from You to the best service for the people's eternal heart

"Hello, what's the problem? Please tell me." "Hello! What can you help you?" ... No matter where you are, whether it is day or night, working day or holidays, as long as you dial the 12345 hotline, you will be Hearing the cordial and warm greeting of the worker.

Since its operation in August 2012, the hotline has grown from a small group of 50 people to a large collective with 145 staff members. The "four -in -one" "four -in -one" of the popular mailbox, WeChat, and mobile app accepted citizens' demands for 24 hours.

Xiangyang 12345 hotline focuses on the goal of "creating first -class management, first -class service, and striving for first -class performance", strengthen team building, improves the institutional system, improves the assessment mechanism, and continuously improves the intelligent level of the hotline. At present, Xiangyang 12345 Thermal Line Knowledge Base has realized the call port calls and updates simultaneously. Citizens can inquire about government service services by dialing the 12345 hotline to make the hotline knowledge base information more comprehensive, more authoritative, more more authoritative, more more authoritative, more authoritative, more Good use.

Working process is constantly optimized, coordinated, link and efficient handling

The department's hotline phone number is difficult to remember, the connection rate is not high, no one is on duty, the service quality is not good ... In the past, it has always been a problem that affects the demands of the masses. Xiangyang City adopted two methods: direct merger and call transfer, and successively merged and integrated 39 government -service service hotlines to achieve the "No. 1" of government service and convenience hotlines, which facilitated the masses to the greatest extent.

Focusing on the development of enterprises and the concerns of the masses, opening the "government -enterprise direct traffic" special line, "community through traffic" special line, providing a "one -click direct" service fast channel, and helping the community to reduce the burden and increase efficiency. To improve the collaborative linkage mechanism, the 12345 hotline is linked to emergency hotlines such as 110 and 119 to undertake 110 non -police police claims; links with the hotline of water, electricity, gas, heat and other departments to improve the efficiency and service level of the hotline.

In order to improve the quality and effect of the hotline, Xiangyang City issued the "Xiangyang 12345 Hotline closed -loop management Measures" to establish a closed loop of "acceptance -assignment -supervision -feedback -assessment -return visits".

Responsion for the people to do their duties to perform their duties and duties.

In early 2020, a sudden new crown pneumonia epidemic raging the land of Jingchu. The ringtone of the 12345 Hotline Call Center has increased by nearly three times. Xiangyang City 12345 Hotline 64 "Ladies Army" gave up vacation, adhered to their posts, and quickly launched the emergency response mechanism while seriously and patiently answering the demands of the masses. For emergencies involving the safety of life and property, timely reporting and contacting relevant units to deal with them quickly, effectively responded to the concerns of the masses, guided public opinion, condensed the people's hearts, and strengthened the confidence in resolutely win the prevention and control of the epidemic.

12345 is not just a string of numbers, but also a hotline with temperature, affinity, and humanity. It is the "heart line and warmth line" of the party committee and government and the people. In the past ten years, the 12345 hotline has received a total of 510,04 million calls, with an average daily more than 3,000, with a settlement rate of 98%.

Ten years of wind and rain, ten years of spring and autumn. Based on a new starting point, the public service hotline of the 12345 government of Xiangyang will be really hard -working, forging ahead, pioneering and innovative with a higher sense of political responsibility and mission, and striving to create the best and most convenient "green channel" of the masses and the government, so that the people Life in Xiangyang is more convenient, more comfortable and better.

(Hubei Daily client correspondent Chen Luyang Du Qiang Jiang Yifeng all media reporter Ding Xinluo)

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