Take Xifu Town,Chengyang District,Qingdao City As An Example To Study The Jointly Undertake Handling Of 12345 Hotline

Under the background of the transformation of government functions,the cooperative governance among various government departments has become the key to deepening the reform of the administrative system.As a "breakthrough" to express the demands of the citizens and a "coupling point" to connect the relationship between the government and the people,the 12345 citizen hotline is helpful to achieve the maximum synergistic effect of multiple co-governance in governance practice and effectively improve the effectiveness of government governance.However,Its urban governance value has not been fully paid attention to.Examining the current situation and difficulties of the cooperative undertaking of the grassroots 12345 citizen hotline,directly facing the governance demands of citizens,will help improve the modernization process of urban governance capacity and provide reference for the practice of government coordinated governance.This study comprehensively adopted interview and questionnaire methods to conduct interviews with 20 hotline transfer and handling staff in the sub-district office of Xifu Town.At the same time,a questionnaire survey was conducted among 500 citizens who complained through the hotline,in order to learn the current situation,difficulties and causes of the undertaking of the 12345 citizen hotline,and to provide empirical evidence for improving the cooperative undertaking level of the government service hotline.The grassroots 12345 citizen hotline is in a pivotal position in urban governance.According to statistics,about 60%of the responsibilities assigned by the citizen hotline need to be coordinated with superior units and departments at the same level.However,in the current system of government agencies,the phenomenon of "unclear authority and responsibility between departments","sectoralism","department protectionism" and so on are still prevalent,and the "fragmentation" of the government administrative system is difficult to assume the functional orientation of the service-oriented government in the new stage.As the grassroots government of the implementation level,the contradiction of the citizen hotline is more prominent.The quality of the joint operation of the public hotline is not high.The lack of synergy power,the responsibility and authority of the department,the handling without evidence to rely on,the lack of response ability,and the weak implementation of the system have become the important obstacles restricting the satisfaction of the masses.Based on the above study,this paper puts forward the path and its strategies for optimizing the grassroots 12345 citizen hotline collaborative undertaking from five aspects:grassroots service concept,departmental responsibility boundary,administrative resource allocation,collaborative governance mechanism,and administrative supervision system.Each department of the grassroots government should effectively improve the concept of grassroots service and strengthen the awareness of collaborative undertaking;strengthen the administrative supervision system and improve the assessment and incentive mechanism of collaborative governance;clarify the boundaries of departmental responsibilities and integrate the service optimization process;reasonably allocate administrative resources andhighlight the best use of human,financial and material resources;and strengthen the collaborative undertaking mechanism to improve the quality and efficiency of hotline processing.Under the new situation,it is necessary to give full play to the advantages of collaborative undertakings,so that the citizens’ hotline platform can collaborate with information from various business departments and promote government departments and public service organizations to provide seamless services to the public.