Regulations of Weifang Municipality on 12345 Convenience Hotline for Government Services

chapter I general provisions article 1 in order to strengthen the construction and management of the 12345 government service convenience hotline, improve the level of government service, and safeguard the legitimate rights and interests of citizens, legal persons and other organizations, these regulations are formulated in accordance with the provisions of relevant laws and regulations and combined with the actual situation of this municipality. Article 2 The 12345 government service convenience hotline (hereinafter referred to as the 12345 hotline) refers to the service platform established in this Municipality, which consists of 12345 telephones and supporting communication media such as WeChat and Weibo.

the clients of 12345 hotline (hereinafter referred to as clients) refer to citizens, legal persons or other organizations who put forward matters such as consultation and help, service, opinions and suggestions, complaints and reports (hereinafter referred to as hotline matters) in the field of government services in this Municipality through the 12345 hotline. Article 3 The work of the 12345 hotline adheres to the people-centered development ideology and the principles of Party committee leadership, government leadership, departmental coordination and social participation, and is subject to the supervision of the news media and all sectors of society. Article 4 The Municipal People's Government shall work out the development plan of the 12345 hotline, and promote the standardization, standardization and intelligent construction of the 12345 hotline. Fifth people's governments at all levels should include the funds needed for the work of the 12345 hotline in the fiscal budget at the corresponding level. Article 6 The Municipal People's Government shall report the work of the 12345 hotline to the Standing Committee of the Municipal People's Congress. Article 7 The relevant departments, units and staff members shall perform the obligation of confidentiality and shall not disclose the state secrets, business secrets, personal privacy and relevant personal information involved in the work of the 12345 hotline. Chapter ii organization setup and responsibilities article 8 the municipal 12345 hotline work organization is responsible for the guidance, coordination, supervision and assessment of the city's 12345 hotline work, and performs the following duties:

(1) to draw up the development plan and annual plan of the 12345 hotline work;

(2) accepting, transferring and supervising hotline matters;

(3) supervise and assess the handling of hotline matters;

(4) analyze and study the social conditions and public opinion reflected by the 12345 hotline;

(5) responsible for the construction and maintenance of the 12345 hotline service platform;

(6) to be responsible for the training of 12345 hotline staff;

(7) handling hotline matters at or above the provincial level or other related matters. Article 9 The county (city, district) people's government, the working department of the Municipal People's government and other enterprises and institutions that undertake the management and service functions of the public are the hotline organizer (hereinafter referred to as the organizer).

The organizer shall specify the working organization (post) and staff of the 12345 hotline, and perform the following duties:

(1) Handle the hotline matters transferred by the municipal 12345 hotline working organization, and guide and supervise the subordinate departments and units to do a good job in the hotline work;

(2) responsible for updating the information of the 12345 hotline knowledge base;

(3) to be responsible for the training and management of the 12345 hotline staff;

(4) complete other related matters assigned by the municipal hotline 12345.

the main person in charge of the organizer is fully responsible for the handling of hotline matters. Chapter iii rights and obligations of clients article 1 clients may raise the following non-urgent matters through the 12345 hotline:

(1) consultation on government information and public service information;

(2) the demands that should be solved by state organs and enterprises and institutions that undertake public service functions according to law;

(3) opinions and suggestions on economic regulation, market supervision, social management, public services and ecological environment protection;

(4) Complaints and reports on work style, work quality and work efficiency of state organs, enterprises and institutions undertaking public service functions and their staff. Article 11 The matters raised by the clients on the hotline shall be specific, civilized and friendly, and be responsible for the authenticity. They shall not distort or fabricate facts, slander, falsely accuse or frame others, and shall not use the 12345 hotline resources to seek illegitimate interests or damage the legitimate rights and interests of others.

the client should provide the contact information truthfully, and the specific address should be provided if the hotline matters happen.

the client has the right to request the confidentiality of personal information when reporting matters. Twelfth clients should cooperate with the organizer to handle hotline matters, and consciously maintain the working order of the 12345 hotline. They should not repeatedly use the 12345 hotline resources for a long time without justifiable reasons, and should not harass, insult or threaten the 12345 hotline staff. Thirteenth clients have the right to know the progress and results of the hotline matters, except those involving state secrets, business secrets, personal privacy and relevant personal information. Fourteenth service objects have the right to request a reply to the hotline matters raised by them; If you fail to reply within the time limit or have objections to the handling results, you have the right to ask for explanations; Have the right to truthfully evaluate the quality and results of handling. Fifteenth clients have the right to truthfully evaluate, complain and report the service attitude, work efficiency and work style of the 12345 hotline staff. Chapter IV Acceptance, Handling, Supervision and Assessment Article 16 The work of the 12345 hotline shall comply with national standards and norms, and implement the working mechanism of No.1 external, centralized acceptance, centralized handling, graded responsibility, time-limited completion, supervision and assessment. Seventeenth hotline 12345 provides 24-hour (including holidays) manual service and accepts hotline matters all the time.