Study On Optimization Of Shanghai Public Service Hotline

The rapid development of China's economy has greatly accelerated the process of urbanization and the scale of the cities will continue to expand.As the material life is getting better and better,the citizens' requirements towards community management and public services and their demands to take part in politics are becoming higher and more intense."12345 Public Service Hotline" works as an interactive platform to keep a close contact between different functional departments of the Shanghai municipal government and Shanghai citizens.Through handling public consultations,complaints,and suggestions,the hotline helps to improve the government work style in time,safeguard the legitimate rights of citizens,and solve social contradictions,which brings a positive impact on the improvement of the efficiency of government work and the protection of people's livelihood.However,as a new public service product,all sorts of problems have inevitably appeared during the development of Shanghai public service hotline.And the problems and corresponding countermeasures during the operation process of grassroots hotline units which directly face the masses are especially worthy of further research and discussion.Based on the theory of new public service and the theory of government response,the paper takes P district as an example to research and analysis the existing problems of "12345 Public Service Hotline" in aspects of the organization and personnel management,the service quality,the supervision and assessment system and the using of data analysis results.Then optimization countermeasures are given.The paper is divided into six parts.The introduction mainly introduces the background and significance of this thesis,summarizes the domestic and foreign research review,and introduces the research methods and contents;the first chapter introduces concepts and theoretical basis which are related to the hotline;the second chapter introduces the present situation and the existing problems of the hotline in P district.And then the related reasons are analysised;the third chapter introduces the construction highlights and enlightenment of the home and abroad hotline development;the fourth chapter puts forward the corresponding countermeasures to improve the hotline.Finally,the conclusion is summarized.