The Difficulties And Challenges For Government Customer Service Hotlines In The Process Of Participating In Governance In The Digital Age

With the continuous implementation of administrative system reform and the gradual replacement of the concept of governance in China, it may have been the most direct way for government departments and agencies opening customer service hotlines to exhibit their changes in working style, innovations in governance mode and improvements in administrative efficiency. For one thing, the emergence of government customer service hotlines which are in crying need, can be able to alter a situation of information asymmetry between the government and the public, for another, it’s an important measure taken by government departments and agencies to make the communication with the public more conveniently and effectively through customer service hotlines.As a matter of fact, the development of government customer service hotlines in different districts attached to distinct government departments and agencies is unbalanced with uneven management and varied service qualities due to lack of policy guidance and support, which leads to the ideal effect not having been achieved yet. Therefore, how to make government customer service hotlines provide high-quality services that actually help the public, play a greater role in the process of participating in governance and promoting management innovation, and meet people’s increasingly higher demands for public information service especially under the background of the digital age is a topic to be worthy of discussion.This article is an attempt to discuss a combination of call center operational practices and governmental public service function in the digital age by analyzing the problems and reasons in the running of Hangzhou 12366 Hotline for Finance and Taxation which is a typical government call center attached to the department of taxation in order to provide some references for government customer service hotlines to promote management and to be more institutionalized, standardized and scientific.