Research On The Operation And Optimization Of 12345 Government Service Hotline In Luzhou City

Building a service-oriented government that satisfies the people requires innovative social governance methods.Due to its convenience and speed,the 12345 government service hotline has been widely used as a means of innovating social governance methods.Luzhou City has also been strengthening the 12345 government service hotline to solve the problem.An important role in the demands of the people.This article first uses the literature analysis method to review and sort out the domestic and foreign literature on government services,government hotlines,etc.,and proposes the direction of the research design;then through the interview method and field research methods,the historical development stage and connection of the 12345 government service hotline in Luzhou City are discussed.The four main participants of the interview hotline: citizens,telephone operators,district/county coordination supervisors,and litigation handling personnel.To understand the problems in the operation of the hotline,use the theory of service-oriented government and process reengineering to deal with the existing problems.The cause of the problem was analyzed and compared with the 12345 government service hotline in Jinan and Haikou City,and the 311 government service hotline in New York,USA,drawing on their experience,and proposing countermeasures and suggestions that are in line with the current improvement of the hotline in Luzhou.Based on the above research,the following conclusions are drawn:Luzhou City’s 12345 government service hotline has achieved a lot of results since its construction: a total of more than 2 million people’s livelihood appeals have been solved,and the number of citizens’ calls,the response rate on the spot,and the satisfaction of citizens have been somewhat improved.To improve,the appeal channels have also expanded from telephone calls to more comprehensive and convenient methods such as We Chat,official website,and Weibo.This strengthens the service-oriented government concept and allows the value of platform data to be used to a certain extent.However,there are also the following problems in the operation process: Service awareness needs to be enhanced,hotline interaction methods are single,overall coordination is insufficient,and the value of hotline needs to be tapped urgently.The main reasons for these problems are: insufficient attention from participants,mismatched hardware facilities development,imperfect supervision and evaluation mechanism,and lack of professional talent training.Therefore,the countermeasures proposed for the existing problems and reasons are mainly in four aspects: firstly,increase the level of attention and strengthen the concept of public service;secondly,optimize the hotline construction,improve the standardization of hotline procedures,timely update of information,and intelligent acceptance and analysis;improve the system again Construction,strengthen departmental coordination,improve supervision and evaluation mechanisms,and encourage multiple parties to participate in interaction;finally,strengthen the training of dialogue officers,work order handlers,and big data analysis professionals.