"59 in 1"

"Hello, this is the government service hotline 12345. What can I do for you? " Entering the hotline service hall of Suihua 12345, dozens of telephone operators are working hard, and the sound of connection keeps coming and going.

"In the late stage of cancer, my old man will return to Beilin District of Suihua City from other places. Because of the epidemic situation, they need to be isolated, but the patients are in critical condition and need to go directly to the hospital for treatment. Please help coordinate it. " Mr. Wang, a citizen, turned to the government service hotline 12345 for help. After receiving the call, the monitor on duty on the hotline contacted the health department at the first time. After trying to coordinate in many ways, he gave the caller feedback. After screening in the fever clinic, you can first enter the buffer ward for treatment. Considering the patient's critical condition, 1 family members are allowed to accompany him. After the nucleic acid result is negative, he can enter the general ward for treatment. The matter was settled in time.

Suihua's "hotline 12345" has successively integrated 59 government hotlines, including 12336 hotline for reporting violations of natural resources, 12333 hotline for human resources and social security services, 12365438 hotline for reporting consumer complaints, and 12393.

Since the Suihua 12345 hotline was interconnected with the provincial platform on March 24th, the hotline platform * * * has received 32,908 calls from the masses, and received more than 300 calls from the masses every day, with a connection rate of 97%. The operator directly replied to 25,898 pieces online, with a direct reply rate of 78.7%. Among them, related questions such as epidemic control policy and traffic bayonet travel policy accounted for more than 50% of the total number of direct answers. The hotline generated 2093 work orders and 2046 work orders, with a completion rate of 98% and a satisfaction rate of 95.76%. Among them, public services such as heating and water supply, people's livelihood security such as social security and medical insurance, rural agriculture such as village management and land contracting account for more than 50% of the total bill.

In addition, Suihua's "Hotline 12345" has also established an active push mechanism to attract investment to benefit enterprises and benefit the people, collecting investment policies such as land security, scientific and technological innovation and cost reduction, and sorting out 268 pieces of relevant information such as finance, taxation, finance, industry and talent support. , can answer and push relevant policy information for callers, and realize the function of sending the information of chief service and chief waiter to investors by SMS.

In the future, Suihua will build a more perfect 12345 government service convenience hotline center according to the first-class standards in the province, strengthen coordination and linkage with relevant departments, deal with the needs of enterprises in a timely manner, strive to achieve "unlimited convenience and zero distance service", and continuously improve the sense of acquisition and satisfaction of enterprises.