Research On Present State And Integrated Routines Of Public Service Hotlines In Tai Yuan

With the continuous improvement of the people's living standards and the rapid development of the level of informatization,People have stricter requirements for urban management,government services,etc.and have increasing appeal to express their own demands for public services.While various kinds of governmental public service hotlines,as the direct and fast channel for citizens to express their appeals and for governments to understand public opinion,have come up in succession all over the country.These hotlines have played a significant role in resolving public appeals,reflecting social conditions and public opinion,improving service efficiency,and maintaining social stability.However,with the rapid development of these public service hotlines,the lack of management caused many problems in the process of public service and governmental management.For example,it is too difficult for the public to memorize the numerous complicated hotline numbers and to quickly obtain the help of the government.The service levels of these hotlines are also uneven.Many hotlines are useless and can't be answered,which both fail to benefit people and does harm to the image of government to some extent.In order to improve the service efficiency of the government hotlines and to facilitate the communication between the government and the people,various areas throughout China have tried to implement resource integration and mechanism optimization of government hotlines in an effort to create “One number for all” to make it easier for people to memorize hotline number,improve the service efficiency of the hotline and the satisfaction of citizens.From a practical point of view,although many regions have already initiated the integration of various public service hotlines,most of them are in the trial-and-error stage,and there are no truly successful empirical experiences for reference.At the theoretical level,there are many domestic and international studies on various types of hotline construction and optimization by the government.There are more and more theoretical studies on hotline integration,but from the perspective of existing literatures,how to integrate various types of public service hotlines,to create a common service hotline number and to construct a comprehensive service hotline platform in practice is still a new topic.In this paper,we quote the theories of new public management,new public services,and overall governance,make an investigation and analysis of the existing problems of the public service hotlines in Taiyuan City,draw lessons from the experience of domestic and foreign advanced cities,and finally proposes the specific suggestions of how to integrate the public service hotlines in Taiyuan City on the basis of all above.