Summer hotline ｜ We are all hotliners in picking up the phone

A hotline, a trivial matter, and a suggestion ... The summer hotline accompanied the readers of the general public and walked to the 30th summer heat. Some of those who have gone away have left their posts, but they cannot forget those crisp ringtones. They always keep in mind the responsibility in their hearts, because they have a common name: hotline person.

On August 9, 2020, a reporter from Xinmin Evening News interviewed a centenary old man from the old renovation base of Tangshan Road.

A hotline monthly call exceeds 100,000

"Hello, this is the hotline of the Xinmin Evening Daily Summer, please talk about it."

When the hotline of the summer in 1993 was opened, a direct -line phone call was used to answer citizens' calls. Regardless of whether the home is interrupted by the water, or the noise to disturb the people at night, there are countless affairs.

During the development of the summer hotline, the Shanghai public service system is gradually improving. Various enterprises or government departments have opened service hotlines and dock with summer hotlines and even "parallel". The earliest "holding hands" was the "Xiao Guo Hotline" repaired by the water. Yu Xiao, a "Water History Expert" of Shanghai City Investment Water Supply Company, told reporters that in the same year as the summer hotline, Shanghai Water Company established the "Xiao Guo Hotline" named after Guo Meifang. Solve the citizens' difficulty in using water.

"At that time, the problem of insufficient water supply was very prominent, the water flow was small, the water quality was poor, and there were even a lot of complaints of water." Yu Xiao recalled that due to historical reasons, the water from the factory from the factory to the user's home was released, involving the two industries of the water company and the housing management department. When dealing with citizens' complaints, it was difficult to "seamlessly connect". "But these problems basically formed a 'one -door acceptance' during the summer hotline, and then formed a mechanism to promote the housing management department in several districts in the city center to sign an agreement with the water company. ","

Similar to the "Xiao Guo Hotline" is the "12319" urban construction hotline under the Municipal Construction Communications Commission. In 2006, the second year of "12319" was effectively integrated with the news media for the first time, bringing water, municipal, gas supply, housing, greening, transportation, city capacity and sanitation, various industry hotline resources to further expand the summer hotline of the summer order. The "backup group" power of the problem.

Zhao Ninghong was the first director of the Shanghai Urban Construction Hotline Service Center. He said that when the "12319" was initially built, he knew that he was not high, and he fought with the summer hotline in parallel. "Tens of thousands of calls came in in one month. By 2015, I retired, and I received more than 100,000 calls a month."

From the secondary water supply renovation, the construction of illegal buildings, to the continuous noise at night, and the accumulation of construction waste, when the citizens had troubles, they would think of the summer hotline. Zhao Ninghong remembers that there are many typhoons in Shanghai in the summer, and complaint telephones such as leakage in the home, roads, and trees are picked up for one night. During the 2010 World Expo, how to go to the World Expo Park and several export consultations continued; even Shanghai citizens even Take a long -distance car to go to the field, ask for help 12319 after the anchor, they will coordinate the traffic management department to send a car back ...

One small thing involves multiple departments

In a large -scale city like Shanghai, new problems and new situations often have in development. If you do n’t understand the situation, you will not be able to do well. The summer hotline is just a bridge of communication between the citizens and the government's functional departments.

"After parallel line with the summer hotline, our pressure is great. This pressure does not come from the leadership, but from the masses." Zhao Ninghong said that after receiving the "vomiting" of the masses, the key is whether it can transmit people in time and effectively solve the effects of solving the people and effectively solve it. question. "Especially the difficulty of dysfunction requires cross -industry and cross -departments to jointly deal with. In the process, the management department is self -pressure and self -finding gaps. The Xinmin Evening News supervises the handling and supervise, so that the citizens have experienced the full service of government departments. "

On the first day of the hotline of the hotline in the past years, the city leaders will personally answer citizens' calls to solve practical problems. The person in charge of the relevant committees will also appear one by one in accordance with the "schedule" to listen to the call of the people in the front line. Zhao Hongning said that the summer hotline allowed government departments to feel, understand, and resolve the suffering and contradictions of the citizens, but also played a good role in promoting management methods, work efficiency, and changes in work style.

On July 3, 2008, the "Special Action of the Summer Hotline" was unveiled.

"The summer hotline brings convenience to the people." Xu Hu is a well -known national model worker in Shanghai and an old friend of the summer hotline. On the first day of the fifth summer hotline on July 26, 1997, he participated in receiving the hotline and communicated directly with the citizens to host the "Service Star Reception Day" on the day. Many citizens called and said, "I am looking for Master Xu Hu."

In 2008 and 2009, Xu Hu and other model workers participated in the summer hotline for two consecutive years. To this day, when he still remembers that the phone kept coming in, everyone was excited and moved. Xu Hu said: "A bridge of communication was built in the summer hotline to make the discovery and treatment of the problem more timely and effective.

For citizens, the summer hotline not only solves the actual problems for the "small home", but also allows the city to think together for the governance problems, cooperate to break the situation, and build a beautiful home.

Li Ning, a staff member of the Kanshi City Shorepo Community Committee of Jiading, and the summer hotline of the summer. "The community owner complained that the elevator room advertisement was too disturbed. Under the supervision of the summer hotline, the industry committee conducted mediation, and eventually the owner actively lowered the advertising sound. In this campaign, Li Ning had a new understanding of the summer hotline: "Citizens complain about a trivial matter, often involving multiple departments coordinated solutions, and the summer hotline is a trusted platform. It also tests the attitude and ability of the functional department for private affairs. "

A recommendation of the Bund landscape delay

After one session, the summer hotline has gone through 30 years. As the saying goes, seeing people's hearts for a long time, the original intention of this "serving the people" has never changed, and passed down from generation to generation.

In the summer of 2007, Gong Yuanyuan, who was a sophomore student, went to Xinmin Evening News. He was catching up with the summer hotline and registered for college student volunteers. Those days when the complaint was complained, the weight was light, her complexion was dark, but she felt very good because the voice of the people was heard.

On July 23, 2020, a reporter from Xinmin Evening News interviewed Tao Lei, a reporter of the Date of Newmin Evening News at the Taipu River

"In the summer of 2008, the power supply was tight. I passed the Bund in the buses and saw that the landscape light was turned on early. "Can you open for 1 hour" was published in the second edition of headlines and quickly attracted the attention of relevant departments. After a few days, the Bund landscape lamp was delayed and opened for half an hour.

Through the summer hotline, with the social influence of the New People's Evening News, the proposal of college student volunteers was adopted by the government. This sense of honor and mission has since runs through Gong Yuanyuan's work and life. Now she has become a member of the city management. In her opinion, the summer hotline is a channel for citizens to reflect the problem, and it is a platform for constructive suggestions to make suggestions for urban development.

In the past 30 years, the hotline work has also sharpened a set of work teams and a real working mechanism for the government's functional departments. Although the staff of the networking hotline of various functional departments have long changed, the person in the post has changed, and what is unchanged is the enthusiasm, work efficiency, and work performance.

In the process of constantly solving problems for the citizens, the resources of Shanghai's municipal, water, real estate, housing, greening, transportation, city capacity and sanitation have achieved effective integration. Through departmental joint and urban linkage It provided the possibility for efficient solving the problem of people's livelihood, and also continued to improve the "embroidery kung fu" of the city's governance.

"The direction of the complaint of the summer hotline has gradually expanded from 'small family' to 'everyone', from their own troubles to the topic of the community environment and urban management. We have made suggestions. In 2008, 12319 specially launched the "Golden Thronts" solicitation activities, which will be opened by the Xinmin Evening News to guide citizens to do a good job of urban management and discuss and make suggestions. "

Zhao Ninghong was very touching. The development of summer hotline reflects the gradual improvement of the level of urban construction in Shanghai, reflects the steady improvement of the living standards of the people of Shencheng, and also reflects the continuous improvement of the overall quality of the city. But at the same time, the original intention of responding to the voices of the masses enthusiastically, the enthusiastic solution to the masses' problems has always been unchanged.

The people's city is built, and the people's city is the people. The 30th summer hotline has always been unchanged.

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