What to accept and when the limit is clear!Harbin 12345 hotline is more popular

Recently, the "Administrative Measures for Harbin 12345 Government Services Convenience Hotline" (hereinafter referred to as the "Administrative Measures") and "Interim Measures for the Accountability of Harbin 12345 Government Services Hotline Work Supervision and Evaluation" (hereinafter referred to Printed and issued to further increase the service level of 12345 government service hotline (hereinafter referred to as 12345 hotline). The "Administrative Measures" proposes that the 12345 hotline provides "7 × 24 hours" all -weather manual services, and clarifies the acceptance methods, processing time, and supervision and assessment.

The "Administrative Measures" proposes that the 12345 hotline is responsible for accepting various non -emergency demands and answering general consultation of enterprises and the masses, and does not replace the department to perform functions.

Specific acceptance of consultation, complaints, help, reports and opinions in the fields of economic regulation, market supervision, social management, public services, ecological environmental protection and other fields;

The demands and opinions assigned by government websites and government service platform systems such as the government and provincial platforms; the demands reflected by the municipal government's signalbox, WeChat, Weibo, etc.

The "Administrative Measures" clearly states that the 12345 hotline shall regulate the demands reflected by natural persons, legal persons, and other organizations (hereinafter referred to as the "demander"). And provide convenience for the promotion of the request for inquiry and the results of the handling.

If the hotline accepted person can directly answer the processing, it should be answered in real time or the consent of the call from the call, and the three -party call and call transfer method are used to answer;

The hotline accepted personnel cannot directly answer or handle it. The service order shall be formed in accordance with the functional responsibilities and jurisdiction authority, and the transfer is transferred to the relevant units.

The 12345 hotline shall transfer the service bills to the undertaking unit in accordance with the principles of responsibility, territorial management and functional principles, and the results of the feedback from the request to the demander should be handled.

The demands involved in multiple contractors should clearly lead the department and organize the co -organizer to handle it.

For matters with unclear power and responsibility, the competent department of the city heat line shall coordinate the preparation and determine the responsibilities of the judicial department to clarify the subject of responsibility;

The demands involved in the clear area and specific matters shall be handled in accordance with the principle of "district, county (city) bottom".

The service orders shall implement the "red and yellow lamp" period of the "red and yellow lamp" and super -time supervision mechanism. After the hotline center is transferred to the service order, the organizer shall sign immediately, take the initiative to contact the service object, inform the request processing procedure, and comply with the results of the time limit and feedback processing results.

Among them, consultation matters will be settled within 1 day from the date of receipt; complaint reports, help, and proposal matters will be completed within 15 days from the date of receipt; general matters will be completed within 5 days;

If the deadline specified by laws, regulations, regulations, and superior regulatory documents is shorter than the above -mentioned period, from its specifications;

Successful matters have been dealt with within 2 hours after receiving it and responded within 2 days.

And establish a rapid linkage mechanism for special matters and special emergencies.

The "Administrative Measures" also proposes that the time limit for request matters is expired, and the 12345 hotline should return to the appealer through telephone, SMS, network and other forms. Yes, you can return to the contractor to handle it again.

The hotline center establishes the account of unreasonable matters in the cycle, and implements the "Clear Gen sales" management. The unreasonable list of matters will be given to the contractor on a monthly basis to conduct a limited time. The matters on time shall be signed and confirmed by the main responsible comrades to explain the reason to the municipal government.

The 12345 hotline implements a three -level dispatch mechanism. The mayor dispatches every two months, and the deputy mayor dispatched it once a month; The members of other teams are dispatched every half a month; the main leaders of the street office and the township governments are scheduled once a week; the competent department of the city and district -level hotline is scheduled once a week, and emergencies and special matters are scheduled at any time.

At the same time, the "Interim Measures for the Accountability of Supervision and Evaluation" proposed that in the daily supervision of the municipal heatline authority, the municipal party committee supervision room, the supervision of the municipal government inspection office supervision, and the public media social supervision, it was found that there was the following acts in the hotline. The city's hotline competent departments reported to the municipal government to give not reports and public exposure to the media after the first nuclear departments, and the city leaders talked about their main responsible comrades and responsible comrades, including —

For the crowd's demands of negative cope or refusal, it is still not handled after the urging office and does not report it to explain the legitimate reason;

For the demands of cross -departments and cross -level joint management, the designated leading unit refuses to handle, push the skin, or coordinate the coordinated unit to coordinate with the co -organizer;

Feedback is inconsistent with the results of the handling, causing adverse effects;

When reporting or publishing related situations, falsify and conceal the real situation, causing adverse effects;

If the work is irresponsible and the malfeasance is failed to deal with the demands of the masses, it will cause adverse effects.

Source: Heilongjiang Daily

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