A Study On The Establishment Of General Competency Model For Government Hotline Operator Post

As a government service tool that has emerged in recent years,the government hotline for public service has gradually developed into one of the major components of public services provided by the government to the public and an important part of building a service-oriented government in our country.However,compared with the corporate hotline which has been developing for many years,the government public service hotline still lacks in terms of service mode,service attitude and service capability.Citizens also have many problems with the quality of government public service hotline service.How to improve service quality so as to raise public satisfaction with the hotline and build a new hotline for service harmony has become the subject of many government public service hotlines to be resolved.Among them,the operator's job competency is one of the important factors affecting the government's hotline image and satisfaction.In view of the above situation,this article takes Rencheng District People's Livelihood Hotline of Jining City as the research object.Based on the investigation of the government public service hotline and telephone staff,through various means such as data access,interview investigation and questionnaire analysis.In view of the problems of the operator's competency,the evaluation system of the competency of the government hotline operator was constructed.The model of operator competency constructed in this paper includes a total of15 competencies in four aspects and applies them to recruitment and training of hotline attendants,which provides a reference for enhancing the competence of the operator of hotline.