Shenyang New 12345 Citizen Hotline was opened, accepting five types of appeals.

In the past, Shenyang citizens had to call different complaint hotlines if they wanted to protect consumers' rights and interests, reflect the problems of coal, electricity and water, or complain that the staff at the window was inefficient. Today, "12345 Shenyang citizen service hotline and business environment appeal platform" is officially put into operation, integrating the original three complaint platforms to achieve the first foreign service.

According to the general office of Shenyang Municipal Government, the newly-built "12345" citizen hotline integrates the functions of 96 123, 12345 and123/5 complaint hotlines. It is a comprehensive government service platform built by the government and a fast track to solve the demands of the business environment.

After the integration, the newly-built "12345 Shenyang Citizen Service Hotline and Business Environment Appeal Platform" provides three ways to express the appeal: one is to call the 12345 hotline, the other is to log on to the website of Shenyang Citizen Service Hotline (), and the third is to use the mobile APP client of Shenyang Citizen Service Hotline 12345.

Accept five types of requirements

Complaints about the business environment are the focus.

"12345 Shenyang citizen service hotline and business environment complaint platform" accepts non-urgent complaints within the administrative area of Shenyang, mainly including business environment complaints, consumer complaints, administrative efficiency complaints, reports of economic violations, and government-related public service consulting suggestions.

The hotline platform will focus on accepting and solving all kinds of business environment demands that benefit enterprises and benefit the people. "12345-6" and the No.6 key of the hotline 12345 were designated as "Shenyang Business Environment Complaint Line" by the Office of the Leading Group for Building an International Business Environment in Shenyang, ensuring that the office staff, technicians and telephone personnel of this line are concentrated in the Information Section of the Municipal Business Office.

Consumer complaints accepted by the platform include industry and commerce, food and medicine, medical and health care, culture, tourism, quality supervision, prices, agriculture and forestry, telecommunications and urban water and electricity.

Reports of economic violations include reports of industry and commerce, quality supervision, taxation, prices, culture, agriculture and forestry, and economic crimes.

Complaints about administrative efficiency include the work style, service attitude and efficiency of public servants.

Help-seeking consultation mainly includes seeking help from various departments of the municipal government, enterprises and institutions related to the public service industry (including relevant units directly stationed in Shenyang) on job responsibilities, working procedures, law enforcement procedures, examination and approval of service matters, policies and regulations, and suggestions on related services.

Answer the phone 24 hours a day.

Help matters will be resolved within 5 working days.

The new platform forms a closed-loop business process through six important links: "No.1 acceptance, responsibility transfer, time-limited completion, key supervision, unified assessment and network feedback".

According to the requirements, the platform answers public opinion calls 24 hours a day; According to the principle of "whoever is in charge is responsible, whoever handles it will reply", through the information management assessment system of 12345 hotline work platform, the public opinion appeal letters will be sorted to the relevant responsible units step by step.

The responsible unit shall, within 2 working days from the date of receiving the transfer letter, complete the consultation matters, complete the help and suggestions within 5 working days, and complete the complaints and reports within 20 working days (except as otherwise provided by laws and regulations or provincial and municipal authorities); For matters that cannot be solved due to objective reality, we should patiently and meticulously explain and guide relevant policies.

The information of the acceptance process shall be publicized.

Formulate appeal evaluation methods.

Focus on supervising the demands of the masses that reflect concentration and endanger the business environment. The platform will supervise through online tracking and reminding, scheduling meetings, co-organizing joint meetings, interviewing leaders in charge of responsible units, asking for instructions and reporting to relevant leaders of the municipal government, and promoting performance appraisal, so as to strive for a proper solution.

The first-level management department of the platform formulates assessment methods for work according to the performance evaluation standards of provinces and cities, and assesses the second-level management department of the platform through the platform information management assessment system, and the assessment scores are included in the performance evaluation results of the municipal government.

Through the website of Shenyang Citizen Service Hotline 12345, information such as the acceptance process and completion of public opinion appeals will be publicized. The hotline will always provide inquiry services for petitioners and accept people's satisfaction evaluation and supervision; If the inquiry involves the handling of personal privacy letters, it will also provide a unique inquiry code for the claimant.

(The above answers were published on 20 17-04- 10. Please refer to the current actual purchase policy. )

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