Research On Construction Of Public Service Hotline Platform Based On Resource Integration In Taizhou City

As one of the important measures of building "service-oriented government", public service hotlines had played a positive role in enhancing administrative efficiency, optimizing the quality of service for public, establishing and maintaining the good image of the public sector. As the rapid development, some of the public service hotlines were redundant, excessive, fragmented, or overlapped in functions. We need some necessary measures to solve them.This article selected the integration of public service hotlines into the "12345 hotline" platform in the Taizhou city of Jiangsu Province, introduced the present situation, study the satisfaction for "12345 hotline" platform of citizens, the management mechanism and operators of the platform, by using the methods of questionnaire and interview, and also analyzed the problems and causes of the integration of public service hotlines of the Taizhou city. It put forward some countermeasures and suggestions for further promoting the construction of public service hotline platform based on the integration of public service hotlines.The results of the study showed that citizens were very satisfied with the operation mode, attitude of the operators, work efficiency of the "12345 hotline" platform, and the results of the questions they submit. According to the interview results, the management mechanism and operators of the platform were also satisfied with the service mode of the "12345 hotline" platform. The problems of the integration of public service hotlines in the Taizhou city included the lack of "legitimacy" of the integration of public service hotlines, the incomplete integration, the permissions of the hotline platform that do not match the public demands, the number and capabilities of the executives that could not keep pace with tasks, and insufficiency technical functions, and so on. This study analyzed the low efficiency administrative system and institutions, the selfish departmentalism of some government authorities, the insufficient investment on the fundamental construction, the limitations of technology, the lack of external supervision, and other aspects of the public service hotlines.Finally, this study put forward some countermeasures and suggestions for further promoting the construction of public service hotline platform based on the integration of public service hotlines, included solving the "legitimacy" through legislative process, expanding the scope of the public service hotlines integration, greater permissions to match the tasks, sufficient personnel as work load necessitate, the necessary money from the public finance to compensate the cost, upgrading the hardware and software, and extending the limits of public supervisory inspection of the "12345 hotline" platform.