National A+!Hefei is excellent!

The reporter learned from the Hefei City Mayor Hotline Office,

Recently announced

"2022 National Government Hotline Service

In the Quality Evaluation Report,

Hefei government hotline service quality

Get A+level evaluation,

Become one of the nine A+cities across the country.

From September 22 to 23,

Sun Yat -sen University, Tsinghua University,

China Information Association, National Government Hotline Development Alliance,

Caibo Smart Governance Research Institute jointly released

"2022 National Government Hotline Service Quality Evaluation Report".

The study combined with the results of the data analysis of the evaluation system composed of 49 indicators in the third level, divided the government hotline of 333 sample cities into five categories and ten levels. Cities that obtained A+include Beijing, Guangzhou, Haikou, Hangzhou, Hefei, Qingdao, Xiamen, Xiamen, Xiamen , Shenzhen and Wuhan 9 cities, accounting for 2.7 %.

Behind the ranking of the quality of the government hotline service, what kind of innovation and responsibility does Hefei have?

Since the beginning of this year, our city has focused on creating the 12345 hotline government service "general customer service", accelerating the improvement of the operating mechanism, the first set of provinces as enterprises and talent services. Measures for the selection of silver and bronze medals to continuously improve service capabilities, improve service quality and efficiency, ensure that they can be connected, answered accurate, fast, and good, and strive to create a nation's leading hotline service brand. From January to August this year, the city's 12345 hotline accepted a total of more than 5.08 million demands, an increase of more than 4 times year-on-year, and the response rate and interest rate of the transfer of the office exceeded 99.6%, the satisfaction rate of the talks was 98.2%, and the satisfaction rate of the handling of 98%was 98%.

Platform intensive

One number finds the government

Consultation students' enrollment registration policy, unclear epidemic prevention policies, suggestions on community management, complaints about uncivilized phenomena ... Now in Hefei, citizens can call "12345" for help.

At present, the city's 12345 hotline platform has realized 69 municipal departments and 33 public enterprises in Henglian; 13 counties (cities), development zones, 114 town streets, and more than 1,000 villages have been accepted to achieve the city's coverage. At the same time, the city's 12345 hotline also innovatively expands functional sectors such as knowledge bases, efficiency supervision, and big data analysis. The knowledge base brings together 1600 knowledge points and more than 8,000 knowledge and answers to achieve "No. 1 acceptance, interconnection, facilitate the masses, and service decisions". Essence

Flat

Make the service faster

Let the citizens call on the phone, and let the citizens do things through the phone.

In the 2 working hours, contact the masses, settle emergency matters within 24 hours, and shortened the average processing time of the transfer from 8.7 working days in 2016 to 4.5. At present, the city's 12345 thermal line scientifically sets up to 1081 claims for the classification standards, and accurately "targeted lock" undertaking units, strictly handle the items of the affairs to ensure that the masses' demands have a complaint.

In addition, the city's 12345 hotline also links emergency hotlines such as 110, 119, and 120 to promote the demands in a timely manner through three -party calls, transfers, and calling, and quickly solve the urgency of the masses.

Content characteristic

Make the service more accurate

Since the beginning of this year, the 12345 hotline of Hefei City preferably 74 business backbones as the "policy specialist" as an enterprise, recruiting 14 retired cadres "guest appearances" spectators, listening to public opinion and solving difficulties in zero distance.

In accordance with the requirements of "one change and two for five", early this year, the 12345 hotline of Hefei City took the lead in serving the specialized service in the province, and received 59,000 demands involved in the enterprise. Focusing on the employment needs of college students to leave fertilizer, 10 people are set up to provide services such as policy consulting online. In response to the surge in immune -related matters, the rules of acceptance of the acceptance of the immune -related appeal were formulated, and 139 knowledge points and more than 700 questions and answers were added to the knowledge base. The main station.

On this basis, the 12345 hotline of Hefei will also orderly expand the service resources of the heat line, build a new 12345 hotline acceptance hall at high standards, optimize the service functions such as scheduling demonstration, network acceptance, video connection The masses appear to accept channels.

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Wen Tu | All Media Reporter Zhu Zhenyu

Edit | All media editor Dong Yuankang

Produced | "Politics is underway" melting media studio, "French Eye" Rong Media Studio

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