Research On The Construction Status And Optimization Countermeasures Of The 12345 Government Service Hotline In Guiyang From The Perspective Of Service-oriented Government

In recent years,with the continuous advancement of China's urbanization process and the rapid expansion of urban scale,many new situations and problems have emerged in urban management,and the people's demand for urban public services has shown a diversified development trend.In the report of the 19 th National Congress of the Communist Party of China,it is proposed to "transform the functions of the government,deepen the streamlining of administration and decentralization,innovate the way of supervision,enhance the credibility and executive power of the government,and build a service-oriented government to the satisfaction of the people." At the same time,with the rapid development of information technology,the government service hotline has been fully spread in various cities of our country,and has become one of the main ways for government departments to listen to the demands of the masses.After years of development,it has become an innovative information service platform and an effective channel for government services.However,with the passage of time,some problems of the government service hotline have become increasingly prominent,especially the efficiency of hotline disposal and the quality of case handling,which affect the role of the hotline.This paper expounds the integration background,development process,operation mechanism and operation effect of 12345 government service hotline in Guiyang city.Combined with questionnaire survey and field visit,this paper deeply analyzes the main problems existing in the hotline and their deep-seated reasons.Combined with the theory of service-oriented government and political communication and specific practice,this paper puts forward targeted and operational countermeasures and suggestions in order to provide reference Guiyang12345 government service hotline optimization contribution.