Weifang 12345 Provisions on Government Service Convenience Hotline (Weifang 12345 Provisions on Government Service Convenience Hotline for comments)

Weifang 12345 Provisions on Government Service Hotline

Chapter I General Provisions

Article 1 In order to strengthen the construction and management of 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 12345 government service hotline refers to the service platform established in this city, which is composed of 12345 telephone, WeChat, Weibo and other supporting media.

The clients of the hotline 12345 refer to citizens, legal persons or other organizations who ask for help, handle services, give opinions and suggestions, complain and report through the hotline 12345.

Article 3 The work of the hotline 12345 adheres to the people-centered development idea and the principles of party committee leadership, government leadership, departmental cooperation and social participation, and accepts the supervision of the news media and all sectors of society.

Article 4 The Municipal People's Government shall formulate the development plan of 12345 hotline, and promote the standardization, standardization and intelligent construction of 12345 hotline.

Article 5 People's governments at all levels shall include the funds needed for hotline work of 12345 into the fiscal budget at the corresponding level.

Article 6 The Municipal People's Government shall report the work of the hotline 12345 to the Standing Committee of the Municipal People's Congress.

Article 7 The relevant departments, units and staff shall perform their confidentiality obligations according to law, and shall not disclose the state secrets, business secrets, personal privacy and related personal information involved in the work of the hotline 12345.

Chapter II Organizational Structure and Responsibilities

Article 8 The municipal 12345 hotline office shall be responsible for the guidance, coordination, supervision and assessment of the city's 12345 hotline work, and perform the following duties:

Draw up the development plan and annual plan of the hotline 12345;

Acceptance, transfer and supervision of hotline matters;

Supervise and evaluate the handling of hotline matters;

Analysis of social conditions and public opinion reflected by the research hotline 12345;

Responsible for the construction and maintenance of 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.

Ninth county people's government, the Municipal People's government departments and other enterprises and institutions that undertake public management and service functions are the organizers of the hotline.

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

Handle the hotline matters transferred from the Municipal Hotline Office 12345, and guide and urge subordinate departments and units to do a good job in hotline work;

Responsible for updating the information in the hotline 12345 knowledge base;

Responsible for the training and management of 12345 hotline staff;

Complete other related matters assigned by the municipal hotline office 12345.

The main person in charge of the organizer is fully responsible for the handling of hotline matters.

Chapter III Rights and Obligations of Customers

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

Government information and public service information consultation;

It should be solved by state organs, enterprises and institutions that undertake public service functions according to law;

Suggestions on economic regulation, market supervision, social management, public services, ecological environment protection and other fields;

Complaints and reports on the work style, quality and efficiency of state organs, enterprises, institutions and their staff who undertake public service functions.

Eleventh customer hotline matters should be specific, civilized and friendly, and be responsible for its authenticity. Do not distort or fabricate facts, slander, falsely accuse or frame others, do not use 12345 hotline resources to seek illegitimate interests, and do not harm the legitimate rights and interests of others.

The client should provide the contact information truthfully, and the specific address should be provided if there is an incident on the hotline.

The client has the right to keep personal information confidential when reporting matters.

Article 12 The client shall cooperate with the organizer to handle the hotline matters, consciously maintain the working order of the 12345 hotline, and shall not reuse or occupy the resources of the 12345 hotline for a long time without justifiable reasons, nor harass, insult or threaten the staff of the 12345 hotline.

Thirteenth clients have the right to know the progress and results of hotline matters, except those involving state secrets, business secrets, personal privacy and related personal information.

Fourteenth clients have the right to ask for answers to their hotline matters; If you don't reply within the time limit or have any objection to the result, 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 Evaluation

Article 16 The hotline 12345 shall implement the national standards and norms, and implement the working mechanism of external number one, centralized acceptance, centralized handling, graded responsibility, time-limited completion and supervision and assessment.

Seventeenth hotline 12345 provides 24-hour manual service and accepts hotline matters around the clock.

Eighteenth hotline 12345 personnel should listen carefully, use Mandarin and standard terms, and comprehensively and accurately record relevant information.

If the hotline matters put forward by the client can be answered immediately, it shall be answered immediately; If you can't reply immediately, you should transfer it to the organizer in time and accurately.

Nineteenth hotline matters in any of the following circumstances, will not be accepted:

According to the law, it should be solved through litigation, arbitration, discipline inspection and supervision, administrative reconsideration, government information disclosure and other procedures;

Has entered the petition procedure;

Involving state secrets, commercial secrets, personal privacy and violating public order and good customs;

The organizer has dealt with it in accordance with the law and has a legal and reasonable conclusion;

Other circumstances that are not accepted according to law.

12345 the person who accepts the hotline shall explain the reasons for the hotline matters that are not accepted; If it meets the circumstances listed in the first paragraph of the preceding paragraph, it shall also inform the client of the relevant handling methods.

Article 20 The organizer shall handle hotline matters in accordance with the following provisions, and promptly reply to the clients and give feedback to the hotline working organization 12345:

If it can be completed within five working days, it shall be completed;

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

If it cannot be solved within the prescribed time limit due to objective conditions, it shall be explained and a solution shall be put forward.

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

Article 21 In the process of handling hotline matters, the organizer shall submit a written request to the municipal hotline office, 12345 for review and termination, and make an explanation to the service object if it finds that there are any situations listed in the first paragraph of Article 19 of these regulations or the service object refuses to cooperate.

Twenty-second the organizer shall return the hotline matters that clearly do not belong to the scope of responsibilities of the unit.

If there is any dispute about the responsibility of the hotline, the municipal hotline office 12345 can organize relevant departments to study and determine or directly designate the organizer. The organizer determined by research or directly designated shall not return the hotline matters.

Hotline matters involving multiple organizers, the municipal hotline office 12345 shall organize relevant departments to determine the organizers and co-organizers.

Twenty-third hotline matters that cannot be solved by the organizer shall be studied and solved by the office of the Municipal People's Government. If the research cannot be solved, it shall be submitted to the executive meeting of the Municipal People's Government for research and handling.

Twenty-fourth county people's government and the municipal people's government departments have overlapping responsibilities when undertaking hotline matters, and the municipal people's government departments are the organizers.

County People's government to undertake hotline matters shall determine the responsible subject according to the responsibility list of territorial management matters of the town people's government and sub-district offices, and shall not transfer the hotline matters within the scope of responsibilities of the departments under the county people's government to the town people's government and sub-district offices.

Twenty-fifth 12345 hotline work to implement a return visit system, return visit results as the basis for evaluating 12345 hotline work.

Twenty-sixth city 12345 hotline working institutions are responsible for the daily supervision of hotline matters, and relevant departments are responsible for the supervision of hotline matters. In any of the following circumstances, the organizer shall be included in the scope of supervision:

Refusing to accept hotline matters within the scope of duties;

The hotline matters are not completed within the time limit;

The hotline matters that should be solved according to law are not solved;

The hotline matters are not handled well, which has a negative impact;

Other matters that need supervision.

Twenty-seventh Municipal People's Government shall establish 12345 hotline work assessment system, and the assessment results shall be incorporated into the comprehensive assessment of the city's economic and social development.

City 12345 hotline working institutions shall formulate 12345 hotline work evaluation methods, and evaluate the handling of hotline matters within the scope of statutory duties.

Chapter V Data Management

Twenty-eighth city 12345 hotline working institutions shall disclose the hotline acceptance channels, handling procedures and other information according to law.

Twenty-ninth city 12345 hotline working institutions shall establish and improve the 12345 hotline data analysis system, regularly conduct comprehensive analysis of social conditions and public opinion and economic and social development related information, and report the analysis results to the Municipal People's government.

Thirtieth Municipal People's Government shall establish a hotline information sharing mechanism to realize the data sharing between the 12345 hotline service platform and the business systems of the county-level people's government and the Municipal People's government.

Article 31 The municipal 12345 hotline working organization shall establish and maintain the 12345 hotline knowledge base, provide consulting services for customers, and gradually realize the self-service inquiry function.

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

Chapter VI Legal Liability

Thirty-second acts in violation of the provisions of these regulations, laws and regulations have stipulated legal liability, its provisions shall apply.

Thirty-third contractors and 12345 hotline staff in any of the following circumstances, the higher authorities or relevant authorities shall order them to make corrections; If the circumstances are serious, the responsible leaders and persons directly responsible shall be punished according to law:

Under the circumstances listed in Article 26 of this Ordinance, the rectification has not been made after being urged;

Practicing fraud in handling hotline matters;

Non-standard working methods have a negative impact;

Leaking data information that should not be made public;

Other circumstances in violation of these regulations.

Thirty-fourth service object has one of the following acts, which constitutes a violation of public security management, and shall be given administrative penalties for public security according to law; If the case constitutes a crime, criminal responsibility shall be investigated according to law:

Repeated use without justifiable reasons, long-term occupation of 12345 hotline resources, interference with the normal operation of 12345 hotline;

Harassing, insulting or threatening 12345 hotline staff;

Deliberately fabricating facts to slander, falsely accuse or frame others;

Take improper measures to disrupt the work order of 12345 hotline.

Thirty-fifth complaints, reports of units or individuals to take revenge on the service object, shall be investigated for the responsibility of the responsible person; If a crime is constituted, criminal responsibility shall be investigated according to law.

Article 36 If the hotline working organization, the organizer and other departments, units and their staff members abuse their powers, neglect their duties, engage in malpractices for selfish ends, etc. when they participate in handling the hotline matters of the city 12345, the responsible leaders and persons directly responsible shall be punished according to law; If a crime is constituted, criminal responsibility shall be investigated according to law.

Chapter VII Supplementary Provisions

Article 37 The 12345 hotline staff mentioned in these Regulations include the staff of the municipal hotline working organization and the organizer, as well as other staff involved in handling hotline matters.

Article 38 The term "12345 hotline knowledge base" as mentioned in these Regulations refers to the information platform established by the municipal hotline working organization 12345, including laws and regulations, policy provisions, case interpretation, convenience information and other data related to hotline matters.

Article 39 Non-urgent matters mentioned in these Regulations refer to matters other than those that should be reported through emergency hotlines such as 1 10,19, 120 and 122.

Fortieth other departments and units shall handle hotline matters with reference to the provisions of these regulations.

Article 41 These Regulations shall come into force as of 202 1 12 15.