| In recent years,the public’s willingness to participate in social management has gradually increased,which requires the government to make timely and rapid response to the demands of various fields.Public service hotlines provide an effective path for public participation and government’s response.Strengthening the construction and improvement of the public service hotline is an important measure for the government to change its functions and enhance two-way communication with the public.County-level governments generally started late in the construction of public service hotlines.Considering the reality of the county-level government,how to use the public service hotline to optimize public resources,enhance the coordination and linkage between departments,and then provide efficient public services for the masses,this is not only the striving direction of county-level government public service hotlines,and it is also an important exploration of the path of building a service-oriented government.As a county-level administrative unit,L City of Yantai has common problems in the development of emerging things in the process of public service hotline construction,which has certain representativeness of research.In the face of the new situation and new requirements,how to improve the level of public services by strengthening the construction of the 12345 public service hotline,effectively smooth the channels for citizens’ appeals,change the style of government and promote the construction of a service-oriented government,which is the problem that L City of Yantai 12345 public service hotline needs to solve in depth,and it is also the purpose of the thesis.The thesis takes the 12345 public service hotline in L City of Yantai as a case study.On the basis of literature research and comparative analysis,the thesis adopts the methods of on-the-spot investigation,interviews with the person in charge of the hotline and staff,and focuses on the problems during the process of public service hotline construction,such as low handling enthusiasm of the undertaking unit,insufficient integration of department resources,low utilization of data and information resources,insufficient supervision and implementation,etc.Then analyze the root causes of the problems lie in the inadequate implementation of the government service concept,the failure to establish a standardized management model,the imperfect construction of the data platform,and the imperfect system guarantees.From the perspective of optimizing the existing problems,this thesis summarizes the practices and experiences that can be used for reference in the construction of hotline in cities such as Jinan,Jiangyin,Yiwu,New York in the United States,and Preston in the United Kingdom.Combined with the theory of new public management and holistic governance,the thesis puts forward suggestions on building a service-oriented work system,improving the standardized management mode,building an intelligent data platform,and establishing a long-term system guarantee,so as to provide feasible countermeasures and suggestions for L city of Yantai to improve the public service hotline. |
