Shandong Ji'nan 12345 won national awards again. There are four categories of public demands.
it is reported that there are 714 pilot units for service standardization in China, of which 174 units are evaluated and accepted by the National Standards Committee. The demonstration is selected by the 174 units that have been evaluated and accepted by the National Standard Committee. The 12345 hotline, as the only government service hotline in the country, has been successfully selected as the "national demonstration project of service industry standardization". This work is the first time since the founding of new China, and is implemented by the National Standards Committee. For the unit to be a demonstration project, the state standards committee will adopt the principle of dynamic management and set a 1 year demonstration period. During the period, the standard work of the demonstration project will be reviewed and inspected, and the demonstration qualification will be cancelled for the projects that have not reached the demonstration requirements. The demonstration project will undertake the tasks of standardized scientific research, experience exchange, reception and theoretical practice of the national standard committee, and will undertake 3 or more activities such as the standardized experience exchange and observation of service industry every year and more than 3 times each year put forward the requirements of the national standard project of service industry or the feedback of national standard implementation 5. More than 2 standardized practice or research papers are published every year in national journals and more than 2 standardized professional talents are trained more than 4. More than 2 times and above the standardization work of news media at the provincial level and above, which has become a display, practice verification and innovation of the standardization of the National Service industry. Research and publicity training base.
the 12345 hotline of Ji'nan, Shandong province has been carrying out the service standardization since 2010, relying on standardization to push forward the implementation of various working systems. At present, the 12345 hotline reception center of Lixia District has passed the acceptance of the provincial hotline service standardization experimental unit in August this year. In addition, the 12345 hotline is responsible for the work of the city's democratic review of the party's style, the political wind, the wind, the telephone survey and the short message survey. The work involves 109 approved units, which should provide more than 70 thousand effective samples and call more than 40 million valid phones.
through the service standardization work, the overall work level of the hotline in Ji'nan has been improved, from the service consciousness to the quality of service, from the standard behavior to the work efficiency, the new improvement has been made. This year, the hotline has also opened micro-blog and WeChat to realize the 24 hour acceptance of telephone, text message, mayor mailbox, micro-blog and WeChat. Since the 12345 hotline has been opened in September 26, 2008, 10 million 250 thousand kinds of appeals have been accepted by the public. Since this year, the hotline has accepted 2 million 723 thousand kinds of citizens' appeals, up 21.4% from the same period last year. The satisfaction rates of various contractors have been improved more than the same period of last year.
according to the nature of the 12345 Hotlines in Ji'nan, Shandong Province, the relevant departments divided the citizens' demands into four categories: consultation, help seeking, suggestion and complaint.
Consulting class
accounting for 47% mainly questions about policy or other related issues related to self-interest,
45% mainly is the various types of appeals proposed by the citizens in the case of difficulties,
7% mainly is the public's economic and social development and government work. It is suggested that in recent years, it is suggested that class growth is obvious
complaint class
1% mainly is the declining trend of complaints in the civil service attitude and efficiency of government staff in the past two years.