Research On Lean Management Of Government Hotline Service Level Enhancing Project

In pace with the sustained and sound development of Chinese national economy, the overall improvement of our society, and the raise of people’s living standard, multi-aspects of new demands from members of society are springing up. The masses desire some more convenient channels to say their words and express their intention, with which the governmental departments could coordinate relationship and smooth contradiction for general public. On the other hand, the rapid progress of informatization facilitates people’s complaining to government, as it were, provides positive base for establishment and expanding of governmental hotline.With the catch phrase’call12345, get help from government’, most local governments set up governmental hotline of12345’which gains wide comment among local people. At the same time, as the continuous improvement of social economy, governmental departments should reform to service-oriented ones that endeavor in affording more convenient service to residents with limited resources. There are some shortcomings in Tianjin’s governmental hotline system, such as dissimilarity and discordant of the system components, impeded and inconvenient of the appeal channels, dis-interconnection and dis-interworking of the networks, and un-sharing of the information resources and so on. Therefore, our governmental hotline cannot fulfill the ever-growing demand for social integrated service and becomes restraints for city’s comprehensive management level and prejudice for government image.The page researches and analyses Tianjin Municipal Governmental Hotline from management and technology angles on the base of requirement analysis. Then, we could find out the reasons for poor service quality and propose solutions with the exercise of objective-management and other management theories.This program will promote the improvement of relevant policies and regulations, raise the modernization level of city management, and furthermore, build up better city integrated information service system.