Research On The Service Quality Of Township 12345 Hotline From The Perspective Of Service-oriented Government

The introduction of the 12345 government service convenience hotline can help the township government to understand the needs of the public in a more timely manner to a certain extent,which can also improve the township government’s public service level and build a service-oriented government that gains people’s satisfaction.In order to deeply understand the operational effectiveness of the 12345 hotline in towns and villages,and to better promote the improvement of the hotline’s efficiency and quality,this article is based on the service-oriented government theory,takes the work practice of the 12345 government service convenience hotline in Lianjiangkou,Yingde,Qingyuan,Guangdong Province as the breakthrough point,to make the service quality evaluation by using the SERVQUAL Model application,in link with in-depth interviews and 12345 work order data in Lianjiangkou Town,several problems had been discovered during the operation of the 12345 government service convenience hotline: insufficient services of the relevant departments,the significant role does not play by the hotline,and hotline service function is being alienated.Because of all these problems,a huge gap appears between the experience of township users and their expectations of the service quality of the 12345 hotline.Based on this,by doing researches and analysis,and referring to the advanced experience of Beijing’s "accompanying complaints" mechanism,from the aspects of improving the hotline’s ability to handle affairs for the people,improving the efficiency of work order distribution and processing,and strengthening staff supervision and incentives,it is proposed to improve service level,strengthen assessment and supervision,and optimize acceptance process to make better the hotline service quality.