Ji'nan Unicom helps the mayor's hotline to build a 24 hour no go government.
"China Economic Weekly" reporter Song Xuelian Dong Tao, Shandong Ji'nan report
face a mirror in front of each, and tell yourself to smile. In order to facilitate foreigners' help, special English seats are set up. Two computers per person, one recording incoming call information, one answering query at any time.
Ji'nan City, a two storey building in hospital No. 193, two roads, 60 seats, 200 staff on duty by turn on the phone, the daily average of more than 5000 calls, the peak to 16000.
the mayor of the mayor, who had a telephone in one house, a permanent line in the day, and never answered from work. After a comprehensive transformation of Shandong Unicom, it has become an important channel for Ji'nan to listen to public opinion, improve people's livelihood, resolve contradictions and build a harmonious society.
the 12345 citizen service hotline in Ji'nan is a model project for Shandong Unicom to promote e-government informatization. Since its opening in September 26, 2008, it has received 4 million requests from the public, with a response rate of 100% and a closing rate of 97%.
now, "12345" is not only a household name in Ji'nan, but also known by the people as "the government of 24 hours without work". It has become a unique public service hotline for government and a new card of the spring city.
in the early August 2008, Ji'nan city public service hotline project open tender, Shandong Unicom fully use its voice, data communications, ICT (information, communication and technology integration) and other comprehensive business advantages, to win the bid. Unicom system integration Shandong branch has undertaken the important task of system integration and software development.
from the cold and warm line to the social security and urban construction, the public service hotline is undoubtedly an important channel for unimpeded people's livelihood. The original mayor's hotline is the phenomenon of display must be changed. And the advantage of Shandong Unicom is that it can use information and communication technology to build a reasonable express channel for the citizens, so that the problems of the people can be solved in time.
in September 15, 2008, the 12345 citizen service hotline information system was launched on-line on schedule, which was highly praised by the municipal government.
it is reported that the Ji'nan municipal government's 12345 citizen service hotline system is a typical application of ICT products. The hotline, relying on the Shandong Unicom basic communication network and the voice comprehensive service platform, through the integration of the more than 200 party and government departments of Ji'nan city and public service hotline, the implementation of telephone (12345), SMS (106-3531-12345), the network (mayoral mailbox) three in one operation, for 24 hours to accept the public demand. They also established the four level work system of city, county (city), Street Office (township, town) and village (residence). The public hotline was linked with the more than 70 functional departments of the city government, linked with 10 counties (city) governments of Zhangqiu and Pingyin and 15 social units.
today, a number and a hotline in Ji'nan municipal government departments, county (city) district government and related social units in series, forming a connection between the upper and the lower, the right and right connection, cross to the edge, the line to the end of the hotline network. As long as citizens dial the "12345" hotline, they can not only inquire about the basic information, public information and business information of the party and government institutions, the public enterprises and institutions, but also transfer the telephone directly to the relevant departments' policy consultation, supervision and complaint and hotline service. The Shandong Unicom provides a comprehensive way for the citizens and the municipal government. The all-weather and high efficiency telephone service network has effectively solved the problems of the previous consulting hotlines, many numbers and difficult memory. It has created a new service mode of "one number foreign, a hotline whole tube".
in software development, Unicom system integrated Shandong branch adopts advanced development platform and IT technology. It not only realizes the voice response of 24 hours automatic voice response, call intelligent queuing, caller connection, consultation, and three party meetings, but also realizes the city government and the management at all levels. It has built a comprehensive public service platform which integrates telephone, SMS and mail. It has realized the construction goal of "the first in the province and the first class in the country".
has difficulty in hitting the Ji'nan 12345 citizen service hotline, which has become the first choice for Ji'nan citizens. Weather forecast, registration and marriage, what procedures to do, and even fight to fight will be 12345.
"at the beginning of the first phase of the Ji'nan 12345 public hotline project only 30 seats, two projects to expand to 60 seats, the development and construction and operation of the government did not pay a penny, Shandong Unicom in order to return to society, capital contribution about 10000000 help the government to build this public hot line platform." Ji'nan hotline office hotline Management Office hotline three at the level of three investigator Zhong Chongzhu told reporters, "there is no support from Shandong Unicom, we want to do it now is impossible. Now we and Shandong Unicom have been unable to distinguish you from me.
it is reported that outsourcing of public services in Ji'nan's 12345 public service hotline saves government administrative expenses and personnel burden. "On such a scale, the total expenditure of the government's annual expenditure is only 5 million 100 thousand yuan, which is 1/3 for the construction of a full scale public institution in the same year." At the same time, announcement service outsourcing has also achieved a win-win situation between government and enterprises. "The government has achieved the social effect of serving the people through the intelligent hotline platform, and the enterprise has expanded the market and increased profits. The positive effects and amplification of social effects far exceed the value of the project itself.