Research On Handling Complaints In The Convenience Service Platform By Fuzhou City Taijiang District Urban Management Bureau

With the rapid development of China's economy and society,the civic awareness of urban residents is constantly awakening,and the willingness to actively participate in politics has also increased.In order to cope with this change and the need to build a service-oriented government,various government service hotlines or public service platforms are gradually being implemented throughout the country.The purpose is to increase the channels for the government to communicate with the citizens and provide convenient and effective public services..The hotline platform has become a heavy form for the government to understand social demands,supervise functional departments and their staff,protect citizens' rights,and alleviate social conflicts.The Fuzhou Local Government intends to gradually shift the general complaints to the12345 convenience service platform for unified treatment and accept the comments and supervision of the masses.More than 90% of the complaints received by the Taijiang District Urban Management Bureau in one year are from the 12345 platform.In the process of hosting platform complaints in recent years,there are many limiting factors that affect the results of complaints and the satisfaction rate of complaints.For example,the construction of legal systems related to the management of local cities in China has limitations and lags,and there is a lack of long-term after the complaints are concluded.Management,the business level of the contractor needs to be improved,and so on.The thesis uses the new public service theory,combined with the actual situation,to take the complaints of the Taijiang District Urban Administration for handling the 12345 convenience service platform in Fuzhou City,and studies the problems in the whole process of the platform complaint from the contract to the completion of the process,and combined with Europe,The urban management experience of advanced countries and regions such as the United States and Japan has put forward countermeasures and suggestions for the causes of problems.This paper first clarifies the research purpose and research significance of the complaint handling of the 12345 convenience service platform,briefly summarizes the research results at home and abroad,introduces the research ideas and innovations,and then briefly discusses some related issues such as urban management,comprehensive law enforcement,and government hotline.Then elaborate the concept theory content of the new public service theory.The following is a detailed introduction to the current situation of complaints from the Taijiang District Urban Management Bureau for the 12345 convenience service platform,including thehandling of the total amount,the main categories of complaints,the trend of complaints,and the satisfaction rate of the people.There are advantages and disadvantages in the handling of complaints,and it is concluded that there are imperfect platform operations in the process of handling,complaints are difficult to handle,and there is a gap between complaint expectations and handling results.The traditional urban management model is deeply rooted,and the interior decoration department is out of touch with the law enforcement department.Developers donated space to hide hidden complaints and other aspects.And the reason for the analysis of the problem lies in the unsound regulation system,the lack of standards in illegal buildings,the clear disposal standards,the lack of necessary law enforcement means,the quantity and quality of the urban management team.Proposing solutions to these problems,combined with the New York 311 hotline,Fukuoka City food stall management,the German Order Bureau,and the Hong Kong Hawker Management Team,it is necessary to improve the operational capacity of the platform,improve the construction of the legal system,establish a complaint prevention and standardization management model,implement the horizontal cooperation mechanism between government departments,expand the scope of joint punishment and improve the overall quality of the urban management team.