Nanjing Jiangbei Public: From a "small hotline" to the service "big people's livelihood"

Longhu.com (Reporter Dai Xiaozheng Correspondent Liu Yu) The masses of the masses are required to run in time. It is the "keyword" of Nanjing Jiangbei Public Holding Group (referred to as "Jiangbei Public") in recent years. On September 28, Jiangbei Public Utilized 24 -hour urban housekeeper hotline service platform was launched, from "ears" to "fingertips", innovating the idea of ​​solving the demands of the masses. Effective attempts for the masses' demands of Unicom and joint organizational mechanisms.

"A hotline" innovation

Why build the service platform? In the past, due to the cross -line crossing, residents' demands were sometimes unable to pass to the responsible department as soon as possible, so the demands could not be responded and resolved in a timely manner.

The problem call for solution. How can we not only understand the demands of the people's livelihood in time, but also coordinate the ability of the department to solve, and then use the demand to handle the level of driving service and the improvement of the quality of life of residents? As a result, Jiangbei publicly used the 24 -hour urban housekeeper hotline platform.

The platform has built a mobile platform that listened to the voice of the people, the people's sentiment, the wisdom of the people, and the difficulty of the people, and built a public business service network covering the new district. Fusion and functional aggregation, connect with the hotline work with the streets and industrial platforms of the new district, and establish a working mechanism of "No. 1 foreign, summary of demands, classification and disposal, unified coordination, multi -party collaboration, and implementation". , Promote the work of mass services to be practical and deeper.

"At present, we mainly receive the demands of residents' parking charges." The staff introduced that with the motivation of innovation and condensing the joint efforts of all parties. Single types will continue to be rich and influence will continue to increase.

Someone listened, some people helped, and something was done ... A small hotline connected the demands of residents in the region, enterprises in water supply services, public bicycles, municipal drainage, bus platforms and other aspects. In addition, Jiangbei Public also signed a linkage service plan with various streets. The cooperation between each unit has formed a working system for the linked, horizontal to edge, vertical, and responsible for the work system to better provide refined services. Essence

The closed loop of "one work order"

Entering the 24 -hour urban housekeeper hotline service center in Jiangbei, the staff was busy and orderly answering the phone. On a large screen in the middle, the list of customer service staff on duty is clear at a glance. The flowing lines and flickering numbers are being recorded and analyzed by the platform.

According to reports, the center adopts the "1+1" total score construction model, that is, Jiangbei Public User 1 System and 1 branch system in the ancient water industry. Consolidation process of single processing process-

"Mention" is a citizen that can call the 5886060606 hotline or log in to the "Jiangbei Public Group" WeChat public account and "public hotline" WeChat mini -program submission problem; Single to salesman; "urging" is at the same time that the order will send orders to the single and salesperson to remind the SMS to the single and the salesperson, to achieve dual distribution of work orders and accurate orders. For urging, the order will not be allowed for 2 hours without receiving the order, which will effectively improve the processing efficiency with high standards and strict requirements. Pieces to judge, classify and dispose, and supervise themselves to ensure that everything is echoed and the parts are falling.

For non -public system internal work orders, Jiangbei Public Usage will also provide the citizens' contact information to provide citizens in accordance with the knowledge base, provide channels for citizens to solve problems, and fully promote the integration of resource integration and practice the concept of co -governance sharing.

Intelligence is also the outstanding feature of Jiangbei Public 24 -hour urban housekeeper hotline service center. What problems are easy to occur at different times? Which residents have the most demands? Which areas are there any hidden dangers of governance? … Many demands gather to the platform, accurate data analysis incorporates it into the closed loop of the entire work order, and it is still on the contradiction of the "Wei Lan". Scientific basis.

The practice of "a new road"

Satisfaction with residents is an important ruler. Jiangbei Public 24 -hour City Butler Hotline Service Center aims to "provide the masses with all -weather, multi -dimensional services, and efficiently respond to the demands of people's livelihood". The masses' appeals can be directly issued to avoid the "middle link", and the circuit is shorter and the efficiency is higher.

Do it in time and do it. Through a hotline, study a class of problems and solve a batch of demands. "We have set up a special knowledge base, and at the same time, we have continuously enriched the content of the knowledge base for high -frequency matters reflected by the masses, and provided solutions to residents more efficiently." Methods, passive lips are actively serving, accelerating the solution to the problem, making the lives of residents more "hot."

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