People's governments of the districts (municipalities), the high xinxiang district councils, the municipal councils, boards (companies), municipal institutions of higher learning, the fukuzhou district councils of the free trade zone:
The programme of work for the further optimization of government services by the city of fuzhou has been studied by the municipal authorities and is being circulated to you for careful follow-up。
Office of the people's government of fukuzhou
8 november 2021
Fukuo city's work programme to further optimize the government service people's hotline
In follow-up to the directive of the office of the state council on further optimization of the local government service people's hotline (no-2020 53) and the circular of the office of the people's government of fujian province on the publication of the programme of work of the fujian province for the further optimization of the political service people's hotline (osg [2021] 57), the integration of the entire municipal service people's hotline has been firmly advanced and this programme has been developed in the context of practical work。
I. General requests
The government service people's hotline, which is directly aimed at businesses and the general public, is an important channel for reflecting the recommendations of the problem and contributing to the resolution of government service issues. Optimizing the government's service line, guided by xi jinping's new-era china-specific socialist ideology, following closely the spirit of the 19th and 19th china-china congresses, maintaining a people-centred approach, accelerating the transformation of government functions, deepening the reform of “release uniforms”, continuously optimizing the business environment, targeting a number service company and the population, promoting the integration and optimization of my municipal service, improving the channels of interaction between the government and businesses and the public, improving the level of government services, building a service-oriented government that is satisfactory to the people, modernizing the system of governance and the capacity of the state, and increasing the people's sense of access, well-being and security。
(i) work objectives
To speed up the consolidation of the public service hotline, which is in addition to emergency hotlines such as 110, 119, 120 and 122, and by the end of november 2021, the government service hotline established in our city and the public service hotline established by the relevant departments of the state council and accessible in our city have achieved a number service, which is then consolidated into a “12345 government service helpline” (hereinafter referred to as the “12345 hotline”), with a voice call number of “12345” and a “7 x 24-hour” 24-hour manual service. At the same time, the institutional mechanisms for the management of the 12345 hotline are being further developed, the system of 12345 hotlines is being developed in a digital, professional and rigidized manner, the processing of services is being enriched, service functions are being optimized, operational mechanisms are being improved to ensure that the problems and legitimate demands of enterprises and the public are being dealt with and processed in a timely manner, so that the public hotlines can be accessed faster, better distributed and more efficient, and the political services “general guest service” of convenience, efficiency, discipline and intelligence。
(ii) basic principles
1. Adhering to the admissibility of claims and business continuity. The 12345 hotline, which is responsible for receiving and responding to requests from enterprises and the general public, is not a substitute for the functions of the department, is responsible for the division of responsibilities, carries out regulatory enforcement and emergency response, and deals with administrative law enforcement cases and complaints. The 12345 hotline is transferred to the relevant department for the first time in order to create efficient synergies。
2. To insist on a combination of efficiency and professional support. (c) improve access to hotlines and specialized services by improving mechanisms for knowledge-sharing, expert support, and networking at sub-centres, with a view to facilitating access to businesses and the general public。
3. Maintain connectivity and synergize development. Strengthened connectivity and information sharing between the 12345 hotline platform and sector operating systems, facilitating the integration of the 12345 hotline with various online and offline government service platforms and government websites. The relevant departments need to strengthen research and analysis of universal claims to address cross-cutting issues。
4. To maintain synergy between hotline services and effectiveness building. The main channels of interaction between the government and business and the public are structured on the basis of the 12345 hotline, which optimizes the service so as to be able to listen to the public, to know the people, to keep them informed, to keep them informed, and to serve as an effective watchdog, to evaluate and to hold accountable, to solve problems of efficiency, conduct, integrity, to optimize the environment for development and to contribute together to the advancement of quality development at all levels。
Consolidation
Upon request, 32 government service hotlines, established for the relevant departments of the state council and accessible to the provinces and municipalities, are grouped in three hierarchical categories (see annex for details)。
(i) integration as a whole. Unnumbered and integrated into the 12345 hotline, with the 12345 hotline being in charge of a unified and accountable response. The hotline number that has been cancelled is not restored。
(ii) double parallel. It is divided into reserved and cancelled seats. In the case of reserved seats, a telephone transfer mechanism was established with the 12345 hotline, a “7 x 24-hour” round-the-clock manual service was established, a shared knowledge base was built, operational data was assembled in real time to the 12345 hotline platform, and services were provided uniformly according to the 12345 hotline standard; in the case of cancelled seats, the 12345 hotline seat was unified and transferred on duty。
(iii) establishment of sub-centres. Maintenance of hotline numbers and seats, establishment of a telephone transfer mechanism with the 12345 hotline and provision of a “7 x 24-hour” round-the-clock manual service. The hotline, which is in charge of our city, has been equipped with the “12345 public service people's hotline sub-centre”, which incorporates the work system of our city's 12345 hotline examination supervisory office and the inter-sectoral coordination mechanism to build a shared knowledge base with operational data coming back to the 12345 hotline platform in real time. The 12345 hotline provides answers to general consultations on the basis of a knowledge base, and the corresponding professional questions and matters to be handled by the department are transferred to the sub-centres by means of tripartite transfers, job orders, etc。
Priority tasks
(i) establishment of a sound hotline working management system. Establishment of an integrated and coordinated mechanism for the functioning of the public service people's hotline, responsible for the integrated planning of the work of the 12345 hotline at its own level, decision-making on major matters and the coordinated resolution of priority issues. The 12345 hotline management agency is responsible for the planning and management of its own hotline platform, the establishment and improvement of systems and work processes, and the provision of guidance and supervision to its own public services. Where expert seats are established, hotline authorities are required to establish mechanisms for the selection and management of experts. The 12345 hotlines are gradually being established to connect with emergency hotlines such as 110, 119, 120, 122 and public utility helplines such as water and electricity, so as to achieve a “one-key switch”。
Responsible units: municipal offices, municipal management service centres in wiwifeng county, district (municipal) people's governments, district management committees in gao xin, hotline authorities
(ii) regulate the reach of the hotline. The 12345 hotline deals with a variety of non-urgent claims from enterprises and the public, including economic regulation, market regulation, social management, public services, eco-environmental protection, etc., recourse, complaints and advice, and does not deal with matters that have to be resolved through proceedings, arbitration, disciplinary oversight, administrative review, public information and access to the mail channel, as well as matters involving state secrets, business secrets, personal privacy and violations of public order and decency。
Responsible units: municipal offices, municipal management service centres in wifford county
(iii) implementation of consolidation. The line-by-line approach is based on integration, double-numbered parallels and sub-centres, with clear tasks, schedule of work, clustering of booster hotlines and ensuring their integration by the end of november。
Responsible units: municipal offices, municipal management service centres in wisdom, hotline authorities
(iv) clarify the financial security of the hotline. To consolidate funds for the operation of various hotlines and provide budgetary support for the operation of the 12345 hotline for capacity-building, site improvement, etc。
Responsible unit: municipal finance authority
(v) improved seating. To optimize the space and seating requirements of the hotline in line with its integration, make available the location and seating capacity to meet the needs of the hotline for integration and to improve the capacity of the 12345 hotline to secure it。
Responsible units: municipal offices, municipal offices, municipal finance boards, municipal “whisty fook” management service centre
(vi) strengthening hotline capacity. Strengthen the operational training of dialogue line personnel and improve the quality and level of service of the hotline. The authorities of the port-au-prince hotlines are required to assist in the conduct of business training, to train the business booths before the hotlines are integrated and to prepare the placement of specialists to report to the city-level 12345 hotline authorities by the end of december。
Responsible units: municipal offices, municipal management service centres in wisdom, hotline authorities
(vii) ensure a smooth transition from integration. The various government service people's hotline authorities are required to provide integrated guidance on the development of an open pool of expertise, system interface, data integration, field training, the setting up of expert seats and the conduct of related operations, and continue to assume primary responsibility for compiling and reporting on the industry's claims, conducting research and studies, conducting analytical studies, monitoring examinations and supervising inspections. The overall integration involves a three-month transitional telephone voice alert and associated connection. The hotline authority, which is responsible for emergency handling, should retain an emergency response team after the hotline has been consolidated and be responsible for dealing with emergency types of referrals from the 12345 hotline. The number of telephone calls to the 12345 hotline, which are reserved for seats and sub-centres, is to ensure the capacity of the personnel, to avoid long waiting periods for the population and to ensure access to the 12345 hotline。
Responsible units: municipal offices, municipal management service centres in wisdom, hotline authorities
(viii) optimizing the hotline workflow. The 12345 hotline further refines the processing process for receiving, sending, processing, responding, supervising, closing, returning, evaluating, etc., so as to ensure that businesses and people are closed down. In accordance with the principle of classification of claims, the requirements for admission, prompt transfer, time-limited processing, satisfaction assessment are clearly regulated, a robust hotline is established to receive individual transfers to the back desk, and the range of claims for telephone transfers and individual assignments is clarified, in principle, by “one-key” telephone calls for urgent disposal and immediate professional answers, while the remainder are transferred individually. Refinement of the rules governing the functioning, competence and multisectoral coordination of matters and optimization of the rules governing the critical steps of processing self-help inquiries, review of refund disputes, disposal of unwarranted duplicate claims, requests for extensions and closure of matters. (c) to improve the mechanism for handling business and mass claims efficiently。
Responsible units: municipal offices, municipal management service centres in wisdom, district (municipal) people's governments, district management committees in gao xin, platform units
(ix) accelerate the development of a platform for the hotline system. The establishment of a platform for the 12345 hotline system to support the efficient operation of the hotline is expedited, based on the integration of the hotline, optimizing the size of the post-call service, the need for service functions, etc. Strengthening smart applications such as self-help, smart text-based passenger service, smart voice, smart feedback, etc., to enable businesses and the public to reflect their demands。
Responsible unit: municipal grand data commission, municipal “witfook” management service centre
(x) building a unified hotline knowledge base. Integrated planning to build the knowledge base of the 12345 hotline “accuracy of authority, harmonization of standards, real-time updating, shared” and to integrate the existing knowledge base system of all types of government services into the 12345 hotline knowledge base. Active use of artificial intelligence technology to open up intelligent query services to grass-roots workers and society, and to enable people to consult intelligent answers, and to appeal for “one-key queries”. Standardize access to knowledge base information and establish mechanisms to improve knowledge base management and maintenance. The relevant departments at all levels are to strengthen the principal responsibility for building the knowledge base and updating information, improve the mechanisms for regularizing tasks, monitoring, internal review, multi-calibration and error resolution, and compile information on existing guidelines, policy regulations, policy interpretations, popular hot spots, etc., in a timely manner, so as to create a “standard answer” to the same standards of interpretation and response norms, bringing together the knowledge base of the 12345 hotline。
Responsible units: municipal grand data commission, municipal “whisfook” management service centre, various hotline authorities, platform links
(xi) establishing mechanisms for information-sharing and security. Establish unified rules for information-sharing on the 12345 hotline, and speed up connectivity and information-sharing between the 12345 hotline platform and the departmental operating systems. The relevant departments of the various government services are required to provide access to the 12345 hotline's open operating system and pool of expertise. The 12345 hotline should provide real-time access to the full amount of data required for receiving information, worksheets, back-visit evaluations, etc., and enhance research and analysis to provide data support for the performance of the department's responsibilities, supervision after the event, resolution of general claims and scientific decision-making. Strengthen information security by means of access certification, competency management, confidentiality agreements, etc., strictly protecting state secrets, business secrets and personal privacy, and strengthening the security management of the business system through access to queries and sharing of information, in accordance with the principle of “who manages, uses and is responsible”. Implementation of the responsibility for information security and serious accountability under the law for violations of the provisions of the cybersecurity system, non-implementation of responsibilities, inadequate scrutiny and oversight。
Responsible units: municipal offices, municipal effectiveness offices, municipal management service centres in wisdom, hotline authorities, platform links
(xii) improving regulatory appraisal and supervisory accountability mechanisms. (c) the timely revision of the management of the 12345 hotline, the refinement of the appraisal system, the refinement of performance evaluation indicators, the enhancement of the comprehensive evaluation of the problem resolution rate, timely access rate, timely completion rate, telephone connection rate, immediate response rate, enterprise and mass satisfaction rate, and the improvement of the quality and efficiency of service of the hotline. Multiple methods, such as supervision orders, thematic coordination and interview alerts, have been used in combination to enforce accountability and ensure due diligence. Matters such as administrative mediation and law enforcement should be dealt with in accordance with the law and no one should seek satisfaction. (c) accountability and notification of cases of poor quality, false or false reporting of corporate and mass claims, improper refunds, etc. (c) to improve social monitoring mechanisms, promote the implementation of a “good assessment” of the effectiveness of the 12345 hotline service, strengthen interaction with the mainstream media and mainstream media, and explore third-party monitoring assessments of the handling of complaints at all levels。
Responsible units: municipal office, municipal efficiency office, municipal “whisfow county” management service centre, district (city) people's government, gao xinxi district management committee
Safeguards
(i) strengthening organizational leadership. The municipal offices are responsible for the management of the 12345 hotlines at the municipal level. They are responsible for coordinating the work of the 12345 hotlines at the municipal level, conducting timely research on the major problems in the development of the hotlines, leading the city-wide government services to optimize the work of the hotlines, fine-tuning the work steps taken against the consolidated list, completing the task of the 12345 hotlines on schedule and ensuring their smooth and efficient operation. The authority for the 12345 hotline at the district level is unified between the district (municipal) district government offices and the office of the high new district management board。
(ii) enhanced accountability. There is a need for greater synergy between the various hotline authorities, with clear lines of responsibility and personnel within the departments, as well as with a view to aligning and continuity of operations. (c) establish and improve the monitoring and accountability mechanisms for the 12345 hotline, integrate its work into the effectiveness monitoring and performance evaluation, and monitor and hold accountable those responsible for moving forward。
(iii) enhanced leadership synergies. Actively using radio, television, press, new media, etc., to increase awareness of the 12345 hotline, and to identify and disseminate good practices in a timely manner, with a view to making them more accessible to businesses and the public. The authorities of the hotlines are required to inform society in a timely manner about the integration of the situation, to provide guidance on the interpretation and to ensure uninterrupted service. The role of the 12345 hotline as a “general guest service”, the coordination of the “general hub” and the “general staff” of the community needs to be better coordinated among the various authorities concerned at all levels。
Annex: consolidated list of 12345 hotlines in the city of fuzhou (total 32 articles)
