Study On The Improvement Of The Service Level Of "12345" Administrative Hotline In Nanjing

Since the opening of the platform in 2010,the "12345" government service hotline in Nanjing has always adhered to the principle of "standardized,unified,convenient and efficient".It has built up platform resources with the main contents of "government affairs consultation,people's livelihood appeals,interaction between the government and the people,complaints and reports,and effectiveness monitoring".It provides convenient and efficient litigation channels for the general public to complain about consumer rights protection,economic violations,and administrative ability complaints.It is an important bridge and link for the local government to communicate with and serve the masses and listen to the voices of the masses.With the deepening of the administrative system reform,the idea of building a service-oriented government with scientific functions,optimized structure,clean and efficient,and people's satisfaction,and the social governance theory of "innovating from social management to social governance through deepening reform" have been put forward.The government at all levels faces a very difficult task of reform.What kind of government construction and how to build it has become a hot topic in academic research.In the face of the new situation,how can the "12345"government service hotline in Nanjing,as a new product,improve the service level more effectively,improve the capacity of contractors to handle work orders,further speed up the construction of information and data,enhance communication between various departments,and solve difficult problems for the general public?To better meet the needs of the public and improve the satisfaction and happiness of the public,this is a problem that the "12345" service hotline in Nanjing needs to deepen.It is also the purpose of this article.This paper systematically studies the improvement of service level of "12345"government service hotline in Nanjing city.The thesis is divided into five chapters.Firstly,it introduces the background and significance of the research,combs and reviews the current research situation at home and abroad,and clarifies the research ideas and methods.Secondly,it expounds the basic concepts of government hotline and work order processing,and at the same time includes the new public management theory,e-government theory,and service-oriented government theory,providing theoretical support for subsequent research.Thirdly,by means of a questionnaire survey,we will further grasp the current service status of the "12345" government service hotline in Nanjing,thus analyzing the current problems affecting the improvement of service levels.In the process of response to work orders,there are Prevarication,deviations in response content,cumbersome processing procedures,lack of data analysis,insufficient communication training,etc..Comprehensive theoretical analysis and investigation of interview results,further examine the reasons for the above problems.Finally,on the basis of the successful experience of urban service hotlines at home and abroad,the author puts forward some countermeasures and suggestions to improve the service level of the"12345" government hotline in Nanjing.