Beijing 12345 hotline new regulations will be implemented next year! These matters must be sent out within 1 hour and fed back within 2 hours.

It is unclear who should manage the "incurable diseases", and the responsibility can be divided on the spot through supervision. The Beijing local standard "12345 Service and Management Specification for Citizen Service Hotline" was recently published on the website of Beijing Municipal Market Supervision Bureau, and the new standard will be implemented on 1 day in 2023.

According to the new standard, the public hotline service organization can require the organizer to arrive at the complaint site within the specified time, verify the complaint situation, and divide the responsibilities, involving difficult, important, repeated complaints, regional crossover, unclear ownership and other issues.

How to accept dispatch?

12345 the citizen service hotline should receive complaints 7×24 hours a week. Appeal includes voice, text, pictures, video and other forms. In the process of accepting complaints, hotline service personnel should use standardized language and accurate words, avoid the tone of questioning and rhetorical questions and vague answers, and patiently and meticulously guide complainants to express their demands efficiently.

For the demands that cannot be answered directly, the service personnel of 12345 citizen service hotline should "classify" the orders according to the responsibilities of the organizer. Among them, the demands with clear rights and responsibilities and clear authority are directly sent to the organizer; For complaints involving multiple units, designate one unit to take the lead; If it is impossible to send the bill directly to the specific organizer, it will be sent to the district people's government to which the administrative region belongs.

In particular, the new specification puts forward requirements for the time limit for sending orders. Claims that may cause loss of life and property, such as emergencies, unstable factors and public health incidents, shall be issued within 1 hour; Basic livelihood security such as water, electricity and heat and extreme weather demand should be delivered within 2 hours; General demand should be sent within 24 hours, and when the traffic is concentrated, it should be sent within 48 hours.

How to undertake?

According to the new standard, organizers should provide services 7×24 hours a week. Among them, claims that may cause loss of life and property, such as emergencies, unstable factors and public health incidents, should be signed within 15 minutes; Water, electricity, heat and other basic livelihood security and extreme weather demand should be signed within 30 minutes; General appeals should be signed within 24 hours.

After receiving the receipt, the organizer should contact the applicant in time to verify the situation, find out the reason and implement the solution. For complaints involving multiple units, the first accepting unit will take the lead in coordinating and handling them. When dealing with it, you can use the method of "whistling in the streets and towns and reporting to the department" and coordination and consultation. In the process of handling, the organizer shall keep in touch with the applicant, verify the specific situation, listen to the opinions and suggestions of the applicant, report the progress of handling, and check the site as needed.

How to give feedback?

How to handle the claim, the organizer shall inform the claimant of the handling situation. Emergency, unstable factors, public health incidents and other needs that may cause loss of life and property should be fed back within 2 hours; Basic living security such as water, electricity, heat and extreme weather needs should be fed back within 24 hours; General demand should be fed back within 7 natural days; Complex and difficult requirements should be fed back within 15 natural days.

Even if the complaint is not resolved, it is necessary to feed back the unresolved reasons, the next work measures and the implementation time to the responsible unit. If the complaint belongs to the unsolvable type, it is necessary to give feedback on the unsolvable reasons or difficulties, and whether there are any research measures.

How to supervise?

Among them, 12345 citizen service hotline system is used to urge due demands; Overdue complaints are supervised by 12345 citizen service hotline system. In view of the demands that cannot be coordinated and promoted, and the functions are blank, the special report will be issued to the organizer after being examined and approved by the leaders, and the organizer is required to give written feedback on the handling results within a time limit. In view of the repeated circulation of public emergencies, centralized reflection and unresolved demands, public hotline service organizations organize organizers to negotiate and promote solutions in the form of meetings. Involving difficult, key, repeated complaints, regional cross, unclear ownership and other demands, the public hotline service agency requires the organizer to arrive at the scene of the appeal within the specified time, verify the appeal and divide the responsibilities.

Organizers who fail to cooperate or accept coordination on time will be notified. Carry out special supervision and on-the-spot supervision on the contractors with concentrated problems and low evaluation, so as to promote the settlement of people's demands; In the course of handling, we will also supervise the prevarication and perfunctory demands made by the claimant. How to pay a return visit to the evaluation?

12345 The citizen service hotline should have the prompt function of "praise and bad review". Before the phone hangs up, the complainant should be prompted to press the phone button to evaluate the service quality. After accepting the telephone service of 12345 citizen service hotline, the applicant can conduct 1 evaluation. The effective complaint rate of service quality should not be higher than three ten thousandths.

After the processing time limit expires, all or part of the samples shall be contacted with the claimant for a return visit. When returning by telephone, the applicant's consent shall be obtained. If the claimant makes it clear that he will not accept the call back, he will not call back. Return visitors should not use tendentious and inductive language to guide petitioners.

How to bear the appeal should be evaluated regularly. Evaluation indicators should include response rate, solution rate and satisfaction rate. Statistical analysis and evaluation results can be used as the basis and reference for government performance evaluation, industry supervision, party building evaluation, organ efficiency construction evaluation and related special evaluation work.