Study On The Construction Of Jinan 12345 Public Service Hotline

The public service hotline appears in the background when people has greater consciousness of participation, supervision of state and social affairs, as well as the government continuously improves the governance capability and actively builds a service-oriented government. The main aim is to promote the communication between the citizens and the government, to provide better public service and improve the satisfaction with the government. As a brand of the government public service which is raised in recent years, public service hotline is a new topic for public management in many aspects, such as the operation mechanism, management mode, background and significance. But most of the studies are only focuses on part of system, not the whole. The most important thing is how the public service hotline to serve as a link and how to play an essential part of governance system of the modern society and a key carrier for government’s implementing macro control.From the above mentioned point of view, based on the theoretical analysis and empirical analysis method, this paper tries to find a way to promote the public service hotline, which is to play a greater role in the construction of service-oriented government under the government governance system modernization. It starts with the definition of related concepts of public service hotline and the basic theory to elaborate connotation, denotation and significance. Based on the empirical research, this thesis analyses the status of the domestic citizen service hotline, focuses on the system and characteristics of typical 12345 Jinan Public Service Hotline and combine with the theory to expound the reasons of its existing problems, put forward some countermeasures and suggestions.In this thesis, the first chapter will introduce the background, research methodology and emphasis. The second chapter clarifies the related concepts and introduces the connotation and the theoretical basis of public service hotline. The third chapter summarizes the domestic status of service hotline on the basis of investigation. The content of forth chapter is to study Jinan 12345 Public Service Hotline’s current developing course operation system and achievements in further. In the fifth chapter, the existing problems and causes of Jinan 12345 Public Service Hotline is analyzed by interviews and case studies. Based on the research, the sixth chapter puts forward the countermeasure and suggestion on optimizing the citizen service hotline.