A Study On The Strategies To Improve The Satisfaction Of 12345 Hotline In Shanghai

As a link between the government and the public,12345 Citizen Service Hotline has set up a platform for effective communication between the two sides,more directly conveying the people’s feelings and opinions,and the people’s willingness to participate in state and social affairs has been continuously strengthened.Based on the real case of 12345 public service hotline of a grass-roots urban management department in Shanghai,this paper summarizes the main measures and influencing factors of eliminating dissatisfaction evaluation in response to demands by the government public sector through content analysis,interview and comparative research,and refines the strategies for improving the complaint satisfaction of 12345 hotline.Firstly,the paper analyzes the content of the response discourse of 12345 complaint cases in a basic urban management department in Shanghai in 2018,then conducts semi-structured interviews with hotline responders,and finally selects comparative objects for comparative analysis.The research found that12345 hotline response satisfaction improvement strategy is to improve the public satisfaction effectively by improving service quality perception,reducing the expected quality of the public,and enhancing emotional communication.The paper further puts forward six countermeasures and suggestions to improve the public satisfaction of 12345 hotline complaints,namely,from the perspective of holistic governance,to build an integrated collaborative service hotline and innovate the social governance model;to enhance the image of the public sector,grasp the response effectiveness and emotional strength,and improve the service quality;to attach importance to the fundamental demands of the public,advocate emotional expression and guidance,and meet the public expectations;to set up the consciousness of transposition,gain mutual understanding,and enhance emotional exchange;strengthen the construction of grass-roots team,carry out professional training of hotline response ability post matching;improve the grid work mechanism,and take multiple measures to improve public satisfaction.The suggestion has been affirmed by the leadership of a grass-roots urban management and law enforcement department,and has been applied to the disposal of 12345 Citizen Service Hotline in this department.The suggestions have been affirmed by the leadership of a grass-roots urban management and law enforcement department,and applied to the 12345 public service hotline disposal of the Department.As of August 2019,the number of dissatisfied work orders complained by 12345 hotline of the Department in the year decreased significantly.