Jinan 12345

Everything has an echo, and everything has a reply;

Be on duty 24 hours a day and accept citizens' demands around the clock;

No.1 acceptance, linkage at all levels, convenient for citizens and service decision-making.

Hotline profile

According to the requirements of the eighth executive meeting of the municipal government, the general office of the municipal government upgraded the public telephone of the former mayor in an all-round way, and opened the 12345 public service hotline on September 26, 2008. Since its opening, under the correct leadership of the Municipal Party Committee and the Municipal Government, and in accordance with the requirements of the "three links" project of the General Office, the hotline has firmly established the service purpose of the people's interests, constantly innovated ideas, improved mechanisms, optimized services and improved the level, fully played the role of "people's livelihood through train, development booster, image spokesperson, moral supervisor and decision-making information source", and made every effort to create the most important, smooth and important channel for the people to contact the Party Committee and government.

At present, the hotline has 60 manual seats and nearly 200 staff, and is equipped with advanced office systems. It receives citizens' demands around the clock by telephone (12345), short message (106-3531-kloc-0/2345) and network (mayor's mailbox). Integrate 38 government hotline resources in the city, establish a four-level working system of city, county (city) district, sub-district office (township) and village (residence), form a hotline network that runs from top to bottom, connects left and right, and runs all the way to the end, and implement the working mechanism of "No.1 acceptance, layer-by-layer linkage, convenience for citizens and service decision-making". Give full play to the advantages of the platform function and mechanism, solve the difficulties in production and life for tens of thousands of people, solve the problems encountered in production and operation for a large number of enterprises and institutions that have settled in the economy, provide a solid platform for the people and all sectors of society to supervise the government and departments, and provide a public opinion basis for the scientific and democratic decision-making of the party Committee and government. In accordance with the idea of giving priority to government services, supplementing social services and combining them, we will continue to innovate services, broaden fields and gradually open up social, legal and life service functions.

By August of 20 10, "12345" had received more than 600,000 incoming calls (short messages and emails)/kloc-0, with a completion rate of 97%, a reply rate of 100%, and a people's satisfaction rate of 98%, which won favorable comments from the central authorities. The hotline has been awarded the honorary titles of Advanced Collective in Organizing the 11th National Games, Shandong Youth Civilization, Jinan Women Civilization and Jinan party member Pioneer. "12345" is becoming a new brand of Jinan's government service and a new business card of Quancheng's image. The concept of "12345, serving the government" has gradually taken root in people's hearts.

Acceptance scope and matters needing attention

The contents accepted by the citizen service hotline mainly include the consultation of administrative examination and approval, administrative acceptance, laws and regulations and other normative documents and investment promotion policy information; Consultation and assistance on social security, medical care, education, safety and other aspects of people's livelihood that citizens care about; Complaints, opinions and suggestions on the responsibilities, procedures and working methods of government departments and staff. Precautions for calling the public service hotline: be sure to be clear about the facts and leave your real name and effective contact information; If the complaint involves the scope of party committees, people's congresses, CPPCC, military and judicial organs, citizens should report directly to the complaint departments of these units; If the complaint has entered the judicial process (the court has made a second trial or a judgment), the citizens should directly report it to the Standing Committee of the Municipal People's Congress, the Political and Legal Committee of the Municipal Party Committee or the judicial organ at the next higher level; For emergency help involving the safety of life and property, citizens can call 1 10 directly. Parents should strengthen the education and management of minors to prevent misdialing. For invalid calls, the seating staff will patiently persuade and persuade. For malicious harassing calls, those who repeatedly make calls after persuasion will be held accountable according to the law.