Research On Optimizing Public Service Hotline From The Perspective Of Service Oriented Government

Recently, Public Service Hotlines have become an important platform for government to better reform its service and improve management level. Through the service hotline, the government departments can collect most opinions from the majority of citizen, and for citizen, while receiving convenient and quality public service; they can join the government policy-making process and supervise the government to provide more quality and standard service. Therefore, the hotline will play an important role in improving the government management efficiency, providing quality service. The hotline turns out to be an important way to build a service-oriented government.Based on the theory of Service Oriented Government, the thesis uses the NPM-. NPS and Governance theories, to try to analyze the meaning of the role of Service-oriented government,and summarize the three ways to establish such government. As one of such vital ways, the service hotline has significant meanings. In perspective of Service-oriented government, this thesis will research the role and working structure of the hotline and diagnose the problems within the hotline and try to propose new measures to help optimize the hotline.The thesis is made up of 4 parts. The first part explains the topic background and meanings, followed with the research methods, essay outlines and innovation points; the first part discusses fundamental theories behind the idea of service-oriented government. The second part researches the hotline’s background and meanings for the city, introduces Shanghai 12345 citizen hotline’s preparation efforts and analyzes its current working structure in terms of its organization, operation system, coordination structure and current working data. Meanwhile, this part also discusses the existing problems within the hotline and the root causes behind it. The third part introduces the advantages of the leading hotlines domestic and abroad, and analyzes their meanings for the citizen hotline; From the perspective of employing the hotline as an important way to build a service-oriented government, the last part focuses on the existing problems and offers valuable proposals including coordinating more resources, establishing strict supervising rules and the hotline’s influence, and improving the workers’ quality. Final conclusion summarizes the whole thesis.