Remove a working day!Guangzhou 12345 hotline has new rules

Since the Guangzhou 12345 hotline has been launched in 2014, it has realized WeChat and websites set through 12345 telephones and supporting settings to provide the people and enterprises with 24 hours of all -weather public services. The service volume increased from more than 211 in 2014 to 28.4 million in 2021, and the total service service has been served more than 97 million, and the service service satisfaction was about 97.59%.

On July 15th, the 14th 14th Municipal Government Executive Meeting reviewed and approved the "Administrative Measures for the Convenience Hotline of Guangzhou Municipal Affairs Services" (hereinafter referred to as the "Measures"). The "Measures" stipulate the work responsibilities, the scope of the hotline, the process, the processing period, and the requirements of the handling, the difficult and complicated matters, the assessment, evaluation, supervision, and confidentiality, etc. Mechanisms, further improve the efficiency of hotline services and improve citizens' work experience.

Municipal Government Establishs Hotline Joint Conference System Coordinating Guide Hotline Work

The "Measures" clearly states that the Municipal People's Government establishes a joint meeting system, coordinates the hotline work, coordinated the solution of major issues and key difficulties in the hotline work, and carried out supervision and inspection. The Hotline Joint Conference Office is located in the municipal government service data management department. The "Measures" also requires the leader's interview mechanism. The heads of the district people's governments and the municipal people's governments shall regularly participate in the calling activities of the people, and coordinate the solution of the problems reflected by the masses.

What can be treated with 12345 hotline? According to the "Measures", natural persons, legal persons or other organizations (hereinafter referred to as the demander) using the hotline can reflect matters such as administrative management or public services in the city's administrative area or public services. For procedures that need to be solved by procedures such as litigation, arbitration, disciplinary inspection and supervision, administrative reconsideration, and government information disclosure, and matters that have entered petition channels, the 12345 hotline guides citizens to report through the corresponding channels.

The "Measures" proposes that the city's hotline work institution establishes a timely update and standard unified heatline knowledge base, and shall uniformly receive and transfer hotline matters in accordance with relevant regulations: For consulting hotline matters, according to the hotline knowledge base to answer People; those who cannot be answered directly, transfer to the contractor within 1 working day. Help, complaints, reports, and opinions such as non -consultation, etc., transfer to the organizer within one working day to handle it within one working day.

The "Measures" also proposes that we must give full play to the role of data empowerment, find innovation points and breakthrough points in active governance and failure, establish hotline report reports and data reporting mechanisms, improve intelligent services, realize the full amount of data visualization and information information shared.

At the same time, the "Measures" also further enhanced the masses' business experience through measures such as compression of the circulation of matters, the return and review system of the establishment of matters, and the review system.

The solutions need to be formulated for the hotline of the request for the continuous reflection of the request and the need for long -term advancement

In the practice of hotline, although individual hotline matters are completed, they still receive more continuous reflection and need to be promoted for a long time. In order to ensure that the hotline is effectively handled, the hotline of the demander's continuous reflection and the need to be promoted for a long time, the "Measures" states that the city's hotline work institutions shall notify the organizer and business guidance department, and the organizer shall organize the formulation of solutions to regularly ask the appeal to the appeal to the demands Human and city hotline work institutions feedback staged work. The business guidance department shall guide and supervise the above hotline.

For hotline matters that need to be promoted in accordance with the legal procedures, the organizer shall report the final situation to the request and the city hotline work institution within three working days after the end of the legal procedure.

The "Measures" also stipulates the legal responsibility of the hotline staff and the demander. For the demander, it is necessary to regulate the hotline of the hotline, not abuse administrative resources, and violate public order and customs; for the hotline staff, it is strictly forbidden to have a bad service attitude and fraud. Secrets, business secrets, personal privacy, and related personal information should not be disclosed.

Text/Guangzhou Daily · Xinhuacheng Reporter: Shen Hui, Longzheng Guangzhou Daily · Xinhuacheng Editor: Long Chengliu

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