Study On Optimization Of 12345 Government Service Hotline In Zigong City

After nearly 40 years of development,the government hotline service has continued to improved,gradually realized normalization and standardization,and actively explored digital and intelligent construction,and played an important role in social governance and economic and social development.The government hotline is an important platform for government services,providing convenient consultation and complaint services to civilians,becoming an important channel for political-civilian interaction and a strong support for decision-making optimization.On the one hand,the government can listen to their opinions in time through the government hotline,so as to solve the demands of the masses faster and better;on the other hand,in the process of providing services,solving problems and responding to the demands,government hotline can also help the government discover its own problems in time,so as to better promote the transformation of government functions,improve the level of governance,and provide the whole society with more high-quality and efficient public services.However,at the same time of rapid development,the operation of the government hotline also faces problems and challenges such as low overall service efficiency,unbalanced development between cities and regions,and insufficient data governance capabilities,which hinder the value of the government hotline.Therefore,how to solve and deal with these problems,improve service efficiency,and optimize the operation of the hotline has become an important realistic topic.This article selects the specific case of 12345 government service hotline in Zigong City as the research object,based on the summary and analysis of the472440 incoming calls generated by the government hotline in the past three years,this paper summarizes the effectiveness of the hotline by means of literature review,questionnaire survey and interviews with relevant personnel,and analyzes the main problems existing in 12345 government service hotline in Zigong City are that the telephone service processing efficiency is not high,the level of intelligence is low,the management mechanism is not perfect,and the level of data governance is low.This article discusses the main reasons for the problems of 12345 government service hotline,including insufficient resource investment,inadequate publicity and promotion,incomplete performance evaluation and supervision mechanisms,and poor operating results after outsourcing the hotline.Based on the successful domestic government hotline construction experience,this article lists the countermeasures and suggestions for optimizing the operation of the 12345 government service hotline in Zigong City from the aspects of rationalizing the operating mechanism,increasing resource investment,and strengthening publicity,improve the supervision mechanism,improve the performance appraisal system,strengthen the quality control of outsourcing,and deepen the integration of resources.Give full play to its value and role,and serve the development of society and the country.