Research On The Integrating And Optimizing Countermeasures Of The 12345 Goverment Serving Hotline In Guigang City From The Perspective Of Holistic Governance

With the rise of the "Internet +" and "Big Data +" government services,the realization of centralized supply of government services has become the social focus.The establishment of an integrated government service system including government serving hotlines,online serving halls,and offline government serving halls has become social consensus.More and more local governments actively promote the integration of government serving hotlines and realize the"one hotline for all things",to provide better hotline services to the public.Taking the theory of holistic governance as a theoretical tool,this study carried out a case study on the integration of the 12345 government servicing hotline in Guigang City,and combed out the integrating process.After finishing the integration,we continued combing out its institutions and organizations,the working process,managing rules and main functions,and analysing its holistic characteristics from the four aspects of acceptance,handling,resources and data.Through the research,we found that the integration of the 12345 government serviceing hotlines in Guigang City has achieved positive results.The access and access rate have been improved,the handling efficiency remains high,and the public satisfaction continuously increase,which has promoted the government decision-making becoming more scientific and democratic.However,the integrated 12345 government servicing hotline in Guigang City has fragmentation problems in four areas:governance,public-private cooperation,operation mechanism,and data resources.The reasons for these problems includes not only government reasons,but also institutional reasons and social reasons.In order to better solve the fragmentation problems after the integration of the 12345 government servicing hotline in Guigang City,this study is based on the perspective of holistic governance,from the perspective of strengthening the "citizen standard" concept,increasing the supply of laws and institutions;Strengthen the "upper and lower" integration efforts to enhance the overall service capabilities;Strengthen the "internal and external" linkage and enhance the level of public-private cooperation;We will strengthen the construction of operational mechanisms to ensure the realization of integrated operations.Five aspects,such as promoting the integration of resources and giving full play to the overall synergy of information and data resources,have put forward optimized countermeasures,which are of great significance to further develop the overall role of the 12345 government servicing hotline in your city and achieve a holistic response to the needs of the public.It is also useful for other cities to promote the integration of government hotlines.