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the "standard of government hotline service" which was drafted by Ji'nan 12345 hotline for three years. It was officially issued by the State Quality Inspection Administration and the State Standard Committee in Beijing. This is the first national standard of our government service hotline.
"specification" is applicable to all kinds of non emergency government hotlines, consisting of 74 and 1092 standards. The standard is required to accept 7 days a week, 24 hours a day, the telephone acceptance should be heard in 15 seconds, the acceptance rate should be greater than 95%; short message and other media response time should not exceed 3 minutes; the response time of the letter box should not exceed 24 hours, the transfer should be implemented in 2 working days. This is also the standard of service assessment carried out by the 12345 hotline in Ji'nan. Wang Tao, a director of the 12345 public service hotline in Ji'nan, said: "this standard is solidified into the national standard and is promoted in all the hotlines throughout the country. The work will be based on the rules and rules in the future." The code also set up a set of supervision and promotion mechanism. In recent years, through the service standardization construction, the Ji'nan 12345 hotline has shortened from the original 15 days to 5 working days from the original 15 days; the completion rate has increased from 80% at the beginning of the opening to the present 97%, and the direct rate has increased from the initial 50% to more than 75%. In the past eight years since the opening of the hotline, the average daily number of hotlines has increased from the initial more than 1000 to nearly 10000.
Zhao Xiushui, an investigator of the Standardization Office of the Shandong Provincial Quality Supervision Bureau, said: "using the standardized concept, method, the management of the hotline and improving the management level of the hotline, the practice of Ji'nan has been recognized by the state, which is of great significance to the establishment of the sunshine government, the rule of law government, and the service type government."