Weifang City 12345 Government Services Convenience Hotline Regulations (Weifang City 12345 Government Services Convenience Hotline Regulations Soliciting Opinions)

Weifang City 12345 Government Service Convenience Hotline Regulations

Chapter 1 General Provisions

Article 1 is to strengthen the construction and management of the 12345 Government Service Convenience Hotline and improve government affairs These regulations are formulated in accordance with relevant laws and regulations and in conjunction with the actual situation of this city to ensure service levels and safeguard the legitimate rights and interests of citizens, legal persons and other organizations.

The second 12345 government service convenience hotline refers to a service platform established by this city that consists of the 12345 telephone number and supporting communication media such as WeChat and Weibo.

The service targets of the 12345 hotline refer to citizens, legal persons or other organizations that provide consultation and assistance, service services, opinions and suggestions, complaints and reports in the field of municipal government services through the 12345 hotline.

Article 3: The 12345 hotline work adheres to the people-centered development philosophy and the principles of party committee leadership, government leadership, department coordination, and social participation, and accepts supervision from the news media and all walks of life.

Article 4 The Municipal People’s Government shall prepare a development plan for the 12345 hotline work and promote the standardization, standardization and intelligent construction of the 12345 hotline work.

Article 5 People's governments at all levels shall include the funds required for the 12345 hotline work in the fiscal budget of the same 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: Regarding state secrets, commercial secrets, personal privacy and related personal information involved in the work of the 12345 hotline, relevant departments, units and staff shall fulfill their confidentiality obligations in accordance with the law and shall not disclose them.

Chapter 2 Institutional Setup and Responsibilities

Article 8 The municipal 12345 hotline working organization is responsible for the guidance, coordination, supervision and assessment of the city’s 12345 hotline work, and performs the following duties:

Draft the 12345 hotline work development plan and annual plan;

Accept, transfer, and supervise hotline matters;

Supervise and assess the handling of hotline matters;

< p>Analyze and study social conditions and public opinion reflected through the 12345 hotline;

Responsible for the construction and maintenance of the 12345 hotline service platform;

Responsible for the training of 12345 hotline staff;

Handle hotline matters at or above the provincial level or other related matters.

Article 9 The county people’s government, municipal people’s government departments and other enterprises and institutions that undertake public administration and service functions are the units responsible for hotline matters.

The undertaking unit shall identify the 12345 hotline working organization and staff, and perform the following duties:

Handle hotline matters transferred by the municipal 12345 hotline working organization, guide and supervise the subordinate departments and units Do a good job in relevant hotline work;

Responsible for updating the 12345 hotline knowledge base information;

Responsible for the training and management of 12345 hotline staff;

Complete the city's 12345 hotline Other related matters assigned by the work organization.

The main person in charge of the undertaking unit shall be fully responsible for the handling of hotline matters.

Chapter 3 Rights and Obligations of Service Objects

Article 10 Service objects can raise the following non-urgent matters through the 12345 hotline:

For government affairs information, Consultation on public service information and other aspects;

Requests that should be resolved by state agencies and enterprises and institutions responsible for public service functions in accordance with the law;

Economic adjustment , market supervision, social management, public services, ecological environment protection and other fields;

For state agencies and enterprises, institutions and their staff responsible for public service functions, Complaints and reports on work style, work quality, work efficiency, etc.

Article 11: Service recipients should be specific and clear about hotline matters, be civilized and friendly, and be responsible for authenticity. They must not distort or fabricate facts, slander, falsely accuse or frame others, or use 12345 hotline resources to seek improper benefits. Or damage the legitimate rights and interests of others.

Service recipients should truthfully provide their contact information, and if the hotline matters involve the place where the incident occurred, they should provide the specific address.

If service recipients make reports, they have the right to request that personal information be kept confidential.

Article 12 Service recipients shall cooperate with the host unit in handling hotline matters, consciously maintain the working order of the 12345 hotline, and shall not repeatedly use or occupy the 12345 hotline resources for a long time without legitimate reasons, and shall not harass, insult, or threaten the 12345 hotline staff.

Article 13 Service recipients have the right to know the progress and results of hotline matters raised by them, except those involving state secrets, commercial secrets, personal privacy and related personal information.

Article 14 The service recipients have the right to request a response to the hotline matters raised by them; those who fail to respond within the time limit or have objections to the handling results have the right to request an explanation; the quality and handling of the handling As a result, you have the right to evaluate truthfully.

Article 15: Service recipients have the right to truthfully evaluate, complain and report on the service attitude, work efficiency and work style of the 12345 hotline staff.

Chapter 4 Acceptance, Handling, Supervision and Assessment

Article 16 The work of the 12345 hotline shall implement national standards and specifications, and implement No. 1 external, centralized acceptance, centralized handling, hierarchical responsibility, The working mechanism of time limit processing, supervision and assessment.

Article 17: The 12345 hotline provides 24-hour manual services and accepts hotline matters at all times.

Article 18: When answering calls, the 12345 hotline reception personnel should listen carefully, use Mandarin and standardized terminology, and record relevant information comprehensively and accurately.

If the hotline matters raised by the service recipients can be responded to immediately, they should be responded to immediately; if they cannot be responded to immediately, they should be promptly and accurately transferred to the handling unit for handling.

Article 19 Hotline matters will not be accepted if any of the following circumstances apply:

Should be resolved through litigation, arbitration, disciplinary inspection and supervision, administrative review, government information disclosure and other procedures in accordance with the law ;

Has entered the petition procedure;

Involves state secrets, commercial secrets, personal privacy and violates social order and good customs;

The undertaking unit has dealt with it in accordance with the law , and there are legal and reasonable conclusions;

Other circumstances that are not acceptable according to law.

For hotline matters that are not accepted, the 12345 hotline accepting personnel shall explain the reasons; if the circumstances listed in the first item of the preceding paragraph are met, the service recipients shall also be notified of the relevant handling channels.

Article 20 The undertaking unit shall handle the hotline matters in accordance with the following provisions, and promptly respond to the service recipients and the municipal 12345 hotline working agency on the handling situation:

Be able to handle the hotline within five working days If the processing is completed within 5 working days, the processing shall be completed;

If the processing time limit prescribed by laws and regulations exceeds five working days, the provisions shall prevail;

Subject to objective conditions, it is impossible to complete the processing within the prescribed time limit. If the problem is solved, an explanation should be given and a solution should be proposed.

The time limit for handling hotline matters or other related matters at or above the provincial level shall be implemented in accordance with corresponding regulations.

Article 21: If during the process of handling hotline matters, the undertaking unit discovers that the situation listed in paragraph 1 of Article 19 of these Regulations or the service recipient refuses to cooperate, resulting in the inability to handle the matter, it shall submit a written request to the city. The 12345 hotline agency will terminate the process after review and provide an explanation to the service recipient.

Article 22 The host unit shall apply for return of hotline matters that are clearly not within the scope of its responsibilities in accordance with regulations.

If there is a dispute over the responsibilities of the hotline matters, the municipal 12345 hotline working agency can organize relevant departments to study and determine or directly designate the undertaking unit. The undertaking unit determined through research or directly designated shall not return hotline matters.

If the hotline matters involve multiple undertaking units, the municipal 12345 hotline working agency shall organize relevant departments to determine the sponsoring unit and co-organizing unit.

Article 23: Hotline matters that cannot be resolved by the undertaking unit shall be studied and resolved by the Municipal People's Government Office organizing relevant departments. If the matter still cannot be resolved after research, it shall be submitted to the executive meeting of the Municipal People's Government for research and resolution.

Article 24 If there is overlapping responsibilities between the county people's government and the municipal people's government department when handling hotline matters, the municipal people's government department shall be the sponsoring unit.

When the county people's government undertakes hotline matters, it shall determine the responsible party based on the responsibility list of the town people's government and the sub-district office for territorial management matters, and shall not hand over hotline matters within the scope of responsibility of the county people's government department to the town people's government. The people's government and sub-district offices are responsible.

Article 25: The 12345 hotline work implements a return visit system, and the results of the return visit serve as the basis for the assessment and evaluation of the 12345 hotline work.

Article 26 The municipal 12345 hotline work organization is responsible for the daily supervision of hotline matters, and the relevant departments are responsible for the supervision of hotline matters listing and interview supervision. If the undertaking unit has any of the following circumstances, it will be included in the scope of supervision:

Refuses to accept hotline matters within the scope of responsibility;

Hotline matters are not handled within the time limit;

Hotline matters that should be resolved according to law have not been resolved;

Ineffective handling of hotline matters has caused negative impacts;

Other matters that require supervision.

Article 27 The Municipal People’s Government shall establish an assessment and evaluation system for the 12345 hotline work, and the assessment results shall be included in the comprehensive assessment of the city’s economic and social development.

The municipal 12345 hotline work agency shall formulate assessment and evaluation methods for the 12345 hotline work, and conduct assessment and evaluation on the handling of hotline matters within the legal scope of responsibilities.

Chapter 5 Data Management

Article 28 The municipal 12345 hotline agency shall disclose hotline matters acceptance channels, handling procedures and other information in accordance with the law.

Article 29 The municipal 12345 hotline work agency shall establish and improve the 12345 hotline data analysis system, conduct regular comprehensive analysis of social conditions and public opinion and information related to economic and social development, and submit the analysis results to the Municipal People’s Government Report.

Article 30 The Municipal People’s Government shall establish a hotline information sharing mechanism to realize the data integration between the Municipal 12345 hotline service platform and the business systems of the County People’s Government and Municipal People’s Government work departments. Enjoy.

Article 31 The municipal 12345 hotline working agency shall establish and maintain the 12345 hotline knowledge base, provide consulting services to service objects, and gradually implement self-service query functions.

The organizer shall promptly update the 12345 hotline knowledge base information and push the latest policies and answers to hotline matters to the municipal 12345 hotline service platform in real time.

Chapter 6 Legal Liability

Article 32 If laws and regulations have provided for legal liability for violations of the provisions of these Regulations, their provisions shall apply.

Article 33 If the undertaking unit and the 12345 hotline staff have any of the following circumstances, they shall be ordered to make corrections by the superior competent department or relevant authorities; if the circumstances are serious, the responsible leaders and directly responsible Personnel will be punished in accordance with the law:

If there are circumstances listed in Article 26 of these Regulations, but they have not been rectified after supervision;

If they commit fraud in handling hotline matters;

< p>Irregular working methods, causing negative impact;

Leaking data information that should not be disclosed;

Other violations of these regulations.

Article 34 If a service object commits one of the following acts, which constitutes a violation of public security management, he shall be subject to public security management penalties in accordance with the law; if it constitutes a crime, he shall be investigated for criminal liability in accordance with the law:

None Repeatedly using 12345 hotline resources and occupying 12345 hotline resources for a long time for legitimate reasons, interfering with the normal operation of 12345 hotline;

Harassing, insulting, and threatening 12345 hotline staff;

Deliberately fabricating facts to defame and make false accusations , Framing others;

Using unfair means to disrupt the working order of the 12345 hotline.

Article 35 If the unit or individual who is complained or reported retaliates against the service recipient, the relevant responsible persons shall be held accountable in accordance with the law; if a crime is constituted, criminal responsibility shall be held in accordance with the law.

Article 36: Municipal 12345 hotline working agencies, undertaking units and other departments, units and their staff involved in the handling of hotline matters have abused their power, neglected their duties, engaged in malpractice for personal gain, etc. in the work of the 12345 hotline. If a crime is committed, the responsible leaders and directly responsible personnel will be punished in accordance with the law; if a crime is constituted, criminal responsibility will be pursued in accordance with the law.

Chapter 7 Supplementary Provisions

Article 37 The 12345 hotline staff referred to in these Regulations includes the staff of the municipal 12345 hotline working agency and the undertaking unit and other personnel involved in the handling of hotline matters personnel.

Article 38 The 12345 hotline knowledge base mentioned in these regulations refers to the city’s 12345 hotline work organization and establishment, including laws and regulations, policy provisions, case interpretations, and convenience information related to the handling of hotline matters. Information platform for other data.

Article 39: Non-emergency matters as mentioned in these Regulations refer to matters other than matters that should be reported through emergency hotlines such as 110, 119, 120, 122, etc.

Article 40 Other departments and units shall refer to the provisions of these regulations when handling hotline matters.

Article 41 These Regulations will come into effect on December 15, 2021.