A Study On The Problems And Countermeasures Of "Mayor 's Hotline"

The mayor’s hotline is regarded as the ‘customer service call’ of government, is the non-emergency contact platform which established by government. With the development of the times, the major’s hotline entered the ranks from the ‘complaints’ hotline to ‘service’ hotline. Harbin major hotline which established in 2008, has established the model from answering the phone and inquiries to follow up process, at the same time, constantly improve the mechanism include assessment and information distribution, the purpose of major hotline development is more smoothly, more easier and more effective. In this paper, improve the work of major hotline by study the problem of Harbin major hotline, in addition, provide a case for other cities.In this paper, by summarizing the common functions and features of Chinese, and studying the case of Harbin major hotline, researching the problem of Harbin. In this researching, major hotline is seen as a complex model which contain major hotline, service object-citizens, the server-members of the unit, researching the problem of Harbin major hotline by the method of the literature,analysis, inductive and interview, and analysis the reason of these problems. In the end, explore the way of improvement by the case of some other cities’ and the theory of public management, for example, service-oriented government and social governance, establish a service system of Harbin major hotline for full service.