| As a bridge between government departments and enterprises and the masses,the citizen hotline has become an important channel for most cities across the country to help enterprises and the masses solve their demands,promote the solution of government service problems,assist government departments in making scientific decisions and respond to social conditions and public opinions.The government response level of the citizen hotline directly affects the credibility and work efficiency of government departments,and directly affects the people’s satisfaction with government services.In recent years,the citizen hotline has been continuously constructed and developed,and its various functions and services have been continuously improved.However,there are still problems and deficiencies that need to be improved in the government response level.How to improve the government response level of the citizen hotline,and more actively and effectively respond to the people’s appeals and demands in a timely manner,is a major issue facing the government departments.This paper is based on the real case of Dalian 12345 citizen hotline government response,through case analysis,interview and comparative research methods,analyzes the current situation of relevant government departments in the hotline response work,analyzes the problems that affect the citizen hotline response,studies the drawbacks and shortcomings of Dalian government in the citizen hotline response work,and combines the actual situation of Dalian and the advanced experience of other cities,Find out the direction and specific measures for work improvement according to the problems found,so as to improve the government response,response ability and work level of the citizen hotline.The paper is divided into six chapters,the first chapter is the introduction.The second chapter is related concepts and theoretical basis.The third chapter is the analysis of the current situation of the government response to the Dalian Citizen Hotline.The fourth chapter is the analysis of the government’s response to the Dalian Citizen Hotline and its causes.The fifth chapter is the experience and enlightenment of other cities.The sixth chapter is the countermeasures and suggestions to improve the government response of Dalian Citizen Hotline.Through research and analysis,this paper concludes that there are three problems in the process of government response to Dalian 12345 Citizen Hotline.First,there are problems in the subject of government response.The enthusiasm of government departments to respond needs to be improved.There are coping responses,selective responses,and delayed responses.Some staff members are resistant to the pressure of hotline response;The construction of government hotline response team is insufficient,the number of hotline response personnel is insufficient,and the business ability is not strong.Secondly,there are problems in the government response mechanism.The appeal receiving mechanism is not perfect,which can not effectively distinguish the unacceptable work orders,and can not consolidate the repeated work orders;The problem handling coordination mechanism is missing,a single department cannot make an overall response,and the management department is disconnected from the law enforcement department;The binding force of the inspection and assessment mechanism is insufficient,and the external supervision is a mere formality,lacking the assessment of the "chargeback rate";The prevention mechanism is blank,and "post remedy" cannot prevent social problems from the source.Finally,there arc problems in the government’s response carrier.The citizen hotline platform has a low degree of data governance,lags behind in data sharing,the hotline knowledge base data is not updated and maintained in time,and the hotline data is not deeply mined;The citizens’ hotline platform is low in intelligence,convenience,service efficiency and quality,and the citizens’ sense of experience is poor.On this basis,this paper further proposes the countermeasures to promote the problem solving from the following three aspects by drawing on the experience of other cities in China,starting from the practical difficulties and combining with the actual work,first of all,the construction of the main body of the government,and proposes to improve the response power of the government departments by establishing a sense of responsibility,adhering to people-oriented,reducing the pressure on hotline response personnel;Through cooperation with non-governmental organizations,we will fill the service vacancy of the hotline response team of functional departments,establish a regular learning and training system,improve the comprehensive capacity of the hotline response team staff,and strengthen the construction of the hotline response team.The second is the construction of response mechanism,which proposes to refine the appeal receiving mechanism by defining the government service boundary and acceptance scope,setting up the repeated message merging work order function;Through the establishment of a holistic government concept,the improvement of the joint management system,the construction of a comprehensive grid,and the improvement of the collaborative management mechanism;Improve the supervision and assessment mechanism by promoting external supervision and increasing the assessment of the chargeback rate;We will further change the working mode of solving problems after the event through the organizer,increase the early warning mechanism on the hotline platform,and explore the mechanism of handling problems before litigation.Finally,the platform carrier construction is proposed to strengthen the construction of data governance by accelerating data sharing,building a dynamic hotline knowledge base,and strengthening the analysis and application of work order big data;Create intelligent customer service by introducing AI technology,strengthen technology empowerment,explore intelligent operation,and strengthen intelligent information construction. |
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