Research On Public Satisfaction Measurement And Promotion Of 12345 Citizens' Hotline In Dunhuang

Public service is the main function of modern government,and public service government is the basic feature of contemporary government,and also the strategic goal of the reform of government management mode.In the report to the 19 th national congress of the communist party of China(CPC),a service-oriented government will be built to the satisfaction of the people in the new era,so as to ensure that all the people have a greater sense of gain from jointly building and sharing development.The construction of service-oriented government mentioned here includes taking public satisfaction as the most important value pursuit when providing public services.We will make innovations to enrich the channels for the public to participate in social management,expand the channels for the public to express their demands,strive to improve the performance of government services,and constantly improve the quality and efficiency of government public services.Based on public satisfaction,this paper evaluated the public service of dunhuang city12345 citizen hotline,deeply studied the factors affecting its satisfaction,and proposed strategies and Suggestions to improve the satisfaction by summarizing and drawing on the advanced experience at home and abroad,thus providing new ideas for improving the performance of government public service.Interaction between government and citizen citizen hotline is an important window,is the most easy to contact and public perception of the public service,public to the satisfaction of a certain extent,reflects the attitude towards the government and public service satisfaction provided by the government as a whole,so in this paper,based on the theory of new public management and new public service theory,based on the theory of SERVQUAL evaluation questionnaire,from tangibility,reliability,responsiveness,assurance and empathy in five aspects,constructing the public service hotline 12345 five dimensions of dunhuang city,the public satisfaction evaluation system,on the basis of questionnaires and interviews on the data analysis,It provides a theoretical and practical reference for the operability of the evaluation of government departments' satisfaction with public services.At the same time,this paper draw lessons from New York City,Hongkong,jinan,nanjing and other advanced areas in government affairs at home and abroad advanced experience of hotline,12345 citizen hotline servicesatisfaction of dunhuang city,puts forward the improving strategies and Suggestions: Keep pace with The Times,constantly update the hardware and software facilities and equipment of the hotline service;To rationalize the system and mechanisms for facilitating hotline services;To establish and improve the evaluation and supervision mechanism and strengthen the application of the evaluation results;To explore and provide personalized and customized services according to the needs of the public.