The Problems In The Operation Of The Governmental Service And Convenience Hotline From The Perspective Of Service Oriented Government And The Optimization Path

With the development of economy,society,Science and Technology,it is a new task to build a service-oriented government in the new era and new situation.The government service hotline is an important link between the government and the masses,and an important channel for the masses to make suggestions to the government and push the government to provide public services efficiently.Optimizing the operation of the government service hotline plays an important role in improving the utilization of government resources,giving full play to the efficiency of government service and enhancing the satisfaction of the masses to the construction of a service-oriented government.However,due to the difference of local economic and social development level and institutional mechanism,the construction and operation of the government service hotline are also different,and there are more or less problems,to a certain extent,it has affected the development of government service hotline as an effective way to promote social governance.Taking the government service hotline in District X of Suzhou as an example,based on the current construction and operation of the hotline,this paper analyzes the problems existing in the operation of the hotline,the role it plays in the construction of a service-oriented government and its deficiencies,the suggestions and countermeasures of hotline optimization are put forward.This article takes interview method and questionnaire method as the main research methods,takes work order of District X government services hotline as an example,and analyzes the problems existing in the current operation of the hotline for the convenience of government affairs service in District X through field interviews and questionnaire survey of the relevant staff and residents engaged in the hotline for the convenience of government affairs service.The concrete performance is not perfect in the platform function,the service ability and the sentiment are not enough,the movement mechanism is not enough sound,the service quality efficiency waits for the enhancement.Combined with the theory of service-oriented government,which aims at serving the people and assumes the responsibility of serving the people,and the theoretical basis of multi-participation and collaborative governance,the existing problems are analyzed.The reasons for the above problems include the lack of top-level design in platform construction,lack of service concept of business personnel,lack of talent team construction,unclear division of rights and responsibilities of all parties,inadequate publicity and guidance work,etc.Combined with practices worth learning from in other regions,Suggestions and countermeasures are further proposed from four aspects:improving intelligence level,enhancing business ability,perfecting operation mechanism and strengthening publicity and guidance.