Research On Government Hotline Construction From The Perspective Of Service-oriented Government

In the 80s of last century,with the advancement of government function reform,the hotline service featured with high efficiency,convenience and speed came into being and sprung up all over the world.Since entering the new century,along with the rapid development of information technology and the wide application of e-government,the government hotline has been completely rolled out in various cities of China,and it has increasingly become an important part in the development of sunshine government and service-oriented government.With the continuous development and improvement of the service content and technological means of the government hotline,the system construction and energy-efficiency management,together with public recognition,are continuously improving,and the brand effect is also formed at all levels of government.But as time goes on,the hotline service in some areas,especially the local government,has begun to expose a series of problems in terms of satisfaction of the public,stability of the hotline personnel,service efficiency and so on,which has affected the quality of hotline service to some extent.Taking the 12345 government hotline in Shuyang County of Jiangsu Province as an example,this paper tries to summarize the development status and existing problems of the hotline through literature research and case study,and analyze the causes of the problems,and then puts forward some suggestions for local government hotline.This paper consists of 6 parts.The first chapter is the introduction,mainly of the research background,research significance,academic research status,rPut forward research method,research idea and key and difficult points of research;The second chapter is mainly on Chinese government hotline background and the development history.The third chapter mainly introduces the development status of 12345 government hotline of Shuyang County,including the basic situation,basic functions,operation process,main measures and results.The fourth chapter describes the domestic and overseas cases of New York 311 hotline,Hongkong 1823 hotline and Ji'nan 12345 hotline,and summarizes the good practices and experiences for reference.The fifth chapter summarizes in details the problems in hotline personnel,supervision and examination system,managementand some from the public,and analyzes the causes.The sixth chapter,based on the existing problems of Shuyang 12345 hotline,puts forward to strengthen the standardized construction,the use of "Internet plus",the construction of hardware and software,the multiparty interaction and other aspects of the suggestions and solutions,in order to provide the reference for other local governments to improve the situation.