Research On The Government Efficiency Improvement After The Integration Of Service Hotline Of Zhenjiang Municipal Government

In the context of deepening the release of regulatory services nationwide,the integration of public service hotlines,as one of the important measures to provide efficient services and create a convenient environment,plays an active role in improving the efficiency of the government,establishing the image of "serviceoriented government" and drawing closer the relationship between the government and the public.However,after the completion of the integration of hotlines,there are some problems in the improvement of government efficiency,such as the mere formality,the overlapping of functions,the imperfect supply and demand of services and so on.Measures need to be taken to solve these problems,so that the integration of hotlines can play a positive role in the improvement of government efficiency.This paper takes the hotline integration of 12345 service platform of Zhenjiang municipal government as the background,studies the effect of the government's functional departments on the efficiency improvement after the integration,mainly uses the questionnaire survey and interview method to evaluate the efficiency improvement,focuses on the analysis of the causes of the problems in the government's efficiency improvement after the hotline integration,and puts forward the government's efficiency improvement after the hotline integration.Route.The results show that the performance of hotline integration in the improvement of government efficiency mainly includes: streamlining the telephone service personnel,optimizing the staff allocation;effectively improving the processing speed and the completion of demands;providing data support for government decisionmaking.After the integration of the hotline,there are some problems in the improvement of the government's efficiency,such as the form of integration,the increase of the workload of the functional departments,the failure of the detailed division of the functions of the departments,the delay of the work order caused by mutual prevarication,the unconditional return visit mechanism after the integration,which easily intensifies the conflicts between some functional departments and the public,the lack of knowledge base update and the imperfect service supply and demand.“ There are many reasons,such as the misplacement of government's function of "taking charge of everything",the institutional loopholes of hotline's participation in social governance,the one sidedness of evaluation indicators,and the lack of the government's deep understanding of "customer orientation".This study puts forward the optimization path of improving the government efficiency after the integration of hotlines from the aspects of in-depth resource integration,multi-channel improvement of service capacity,improvement of internal system and system construction of the government,improvement of platform evaluation mechanism,strengthening information integration,and improvement of external platform construction.