Research On Government Response Issues In The Operation Of The "12345" Government Service Hotline Platfor

With the rapid development of the network society,the public’s awareness and ability to participate in social governance through Internet platforms,telephone,media and other channels are constantly improving.More and more active participation of the public in social governance has put forward more demands and higher requirements for the government’s public services.If the government takes effective measures to improve the efficiency of the government’s public services and meet the growing service needs and demands of the public,it first needs the government to make positive and effective response.It has become an inevitable trend to build an interactive platform for the expression of the public’s needs and demands and the government’s response,and some platforms for the convenience of government services came into being.The benign operation of these platforms aims to build a service-oriented government,ensure the two-way interaction between the government and the public,optimize the business environment,and realize the concept of serving the people.However,in the two-way interaction between public opinion expression and government response,a series of problems of inadequate government response have gradually emerged.These problems are not only related to the quality and level of government services,but also related to the construction of service-oriented government.Therefore,it is very necessary to carry out specific research on the government response.Among the many interactive platforms for public opinion expression and government response,the representative one is the "12345" government affairs Service Convenience Hotline.At present,the "12345" hotline for the convenience of government services has been widely used in various cities.This hotline allows the public’s demands to be timely reported to government departments and enables the government to hear the people’s voices in a timely manner.It is an important measure for the government in the new era to improve the quality of public services and implement effective responses.Based on the existing relevant studies,this paper takes the government response in the "12345" government affairs service convenience hotline platform as the research object,and the "12345" government affairs service convenience hotline platform in Dalian City as the research case,analyzes the current situation of government response in the operation of the "12345" government affairs service convenience hotline platform,and further explores the operation of the hotline platform.Problems in the process of government response and the causes of the problems,so as to put forward feasible countermeasures and suggestions to solve the problems,theoretically strive to expand the research space of government response,tamp the research foundation of government response,promote the protection of the public’s right of participation and expression in practice,and promote the construction of service-oriented government.The paper is mainly divided into five parts.The first part is the introduction,which mainly introduces the research background and research significance,combs the relevant research status at home and abroad,summarizes the main research contents,and briefly describes the research methods and possible research innovations adopted in this paper.The second part is about the main concepts and relevant theoretical basis.It analyzes the main concepts involved in this paper and summarizes the theoretical basis and types of government response.The third part is an analysis of the current situation of government response during the operation of the "12345" government affairs service convenience hotline platform in Dalian City.It elaborates the general situation and operation system of the "12345" government affairs service convenience hotline center in Dalian City in detail,and analyzes the government responsiveness during the operation of the "12345" hotline platform in combination with the government response theory.The effectiveness of "12345"government service hotline center in promoting government response is analyzed in detail.First,it provides an effective channel for enterprises and citizens to express their public demands;second,it enables the government to collect social conditions in a timely and extensive manner;third,it builds an interactive bridge between enterprises and citizens and the government;fourth,it opens a special consultation line on epidemic prevention policies to effectively strengthen government response.The fourth part,from the perspective of government response,combined with the interview content,explores the problems that the "12345" government service convenience hotline center of Dalian City promotes the government response,which mainly includes low response quality and efficiency,numerous repeated requests affecting the work efficiency,and the contradictions between the government response and the public’s psychological expectations.Based on the current problems,in-depth analysis of the causes of the problem is conducted.According to the research,it is found that the service consciousness of the staff of government departments,technological and institutional reform,information integration mechanism,supervision and assessment system construction and other systems and mechanisms are all important factors that cause the government’s response to the problems during the operation of "12345" hotline platform.The fifth part mainly combines the problems and causes of the "12345" government service convenience hotline center of Dalian City to promote the government response process,and puts forward feasible suggestions and countermeasures to solve the problems:first,strengthen the concept of service administration and improve the professional quality of staff;Second,we should take the government itself as the starting point to strengthen the government’s response initiative and enthusiasm;Third,optimize the operation process of the hotline platform;Fourth,we should strengthen the platform information integration and maintenance.