Hefei 12345 hotline really works.

Since the beginning of this year, there have been nearly 8,000 calls related to the epidemic every day, and the number of epidemic-related appeals accepted in a single day is the highest. The operator should drink as little water as possible and go to the toilet less to "try to answer the phone more"; Important urgent matters, such as filing in red team, medical treatment of major diseases and drug delivery. It should be converted into an electronic work order, and at the same time, a special person should be arranged to remind you by phone, and the progress should be fed back within 1 hour, and the processing results should be fed back within 24 hours; "Difficult and complicated diseases" directly find the "top leaders" of municipal departments and counties and districts, and personally dispatch and solve them ... As the "general customer service" of epidemic prevention services, Hefei hotline 12345 takes an active role and answers online 24 hours a day. Since the beginning of this year, * * * has accepted more than one epidemic-related appeal 1052000, striving to be accessible, accurate and precise.

Can play the "general customer service" for epidemic prevention and control for 24 hours.

Answer the phone 100 times a day, with an average working time 10 hour. The longest time is from 8: 00 am on the first day to 3: 00 am on the second day ... This is the usual work of Dai Dongli, the head of Hefei 12345 hotline reception center.

During the epidemic, the traffic of 12345 hotline increased sharply. Statistics show that as of May 17, the hotline 12345 has received more than 20,000 epidemic-related appeals10.52 million this year, with an average of nearly 8,000 per day. Among them, from March 2 1 day to May 17, more than 888,000 epidemic-related appeals were accepted, with an average daily appeal of10.5 million. In order to cope with the doubled telephone traffic, Hefei Municipal Affairs Service Administration has taken active measures. From April 12, comrades 10 were sent to various telephone reception sub-centers to carry out epidemic policy training, business ability test, telephone recording sampling and other work every day, sort out the existing problems in time, form a list of problems, report them once a day and rectify them once a day.

At the same time, the 12345 hotline reception center also entered an emergency state for the first time. According to the characteristics of incoming calls, take the initiative to connect with public security, data resources, epidemic prevention stations and other units (departments), and make emergency preparations in advance. "According to the needs of epidemic prevention and control, assigning codes to relevant personnel will increase the number of hotline calls." Hu Lijuan, manager of the telephone acceptance center, told the reporter that according to the characteristics of hourly traffic changes, the telephone acceptance center dynamically optimizes and adjusts the scheduling; Cross-coverage switching; In addition to normal scheduling, we will arrange duty preparation personnel in key periods to ensure that the hotline can be called at any time 24 hours a day.

At the hotline telephone reception center of 12345, such a proposal was posted, calling on all operators to extend their working hours voluntarily, "to try to take one more call." During the "May 1st" period this year, all the staff of Hefei Mayor's Hotline Office did not take vacations, and strengthened the guidance on duty on holidays and accepting complaints. At the same time, the acceptance center also carried out the drills and applications of home seating, which enabled telephone operators to access through VPN encryption and answer the phone at home. "Everyone's overtime hours are recorded in detail, with corresponding rewards and adjustments." Hu Lijuan said.

As a team leader, Dai Dongli not only has to answer the hotline, but also undertakes the task of training team members, and time is getting tight. In order to squeeze out time for training and study, she developed the habit of drinking less water, eating fast and going to the toilet as little as possible during working hours.

The "knowledge base" with accurate answers is updated at any time, striving for an authoritative and accurate reply.

There are thousands of people, and everyone who calls for advice reflects different problems. How to ensure that the reply given is authoritative and accurate? Hefei Municipal Service Administration sent a special person to the Municipal Epidemic Prevention Office for the first time, and the whole process was seamlessly connected. According to the latest epidemic prevention and control policies and notices, we will form a unified answer to the relevant epidemic demands and organize operators to learn in time.

The "knowledge base" is a sharp weapon for the operator to reply to the hotline. In order to ensure the accuracy of the reply, Hefei Municipal Affairs Service Administration arranged a special person to connect with the Municipal Epidemic Prevention Office and the special class for epidemic prevention and control, and required the liaison staff of the special class to ensure smooth contact 24 hours a day, and set up a work WeChat group to connect with daily work, and timely put the latest epidemic prevention and control policies into the knowledge base in the form of questions and answers. Due to the many and detailed questions asked by citizens, some questions may not be unified in the knowledge base for the time being. In these cases, the telephone reception center arranges a special person to summarize the problems and report them to the mayor's hotline office, and then connect the liaison officers of each special class. The liaison needs to complete the feedback before 10 every night.

The constant updating of "knowledge base" tests the sense of responsibility of every operator. The telephone reception center will organize them to conduct online and offline training and study through pre-class training and exams twice a week, and will also call to ask questions when the telephone traffic is relatively low. If the answer is not accurate enough, online tutoring will be conducted directly. This form of random sampling also makes operators tighten their strict strings at all times.

The whole process of fast rotation, series connection, multi-department and closed-loop supervision.

"Thanks to you, the efficiency is really high!" Master Wang, the driver of the fruit cart, did not transcode in time after completing two inspections in three days and uploading the nucleic acid report. He turned to the hotline 12345 for help because he was worried that the fresh fruit loaded on the truck would rot. After the staff contacted Yaohai District Data Resources Bureau and Daxing Town, the Ankang code was changed to a green code that afternoon. The whole process only takes more than four hours. When he was happy, he called 12345 again, praising the efficiency of the staff and boasting that 12345 really worked.

For matters assigned by the hotline 12345, especially critical and other urgent matters, to highlight the word "fast", we must dock at the first time to ensure that it is done quickly and well. Hefei Municipal Administration of Administrative Services arranges special personnel to track and supervise every important emergency. Hefei Mayor's Hotline Office and responsible persons of relevant departments are also on duty in turn, and on duty in the telephone reception center at night to supervise, coordinate, dispatch and solve emergency problems on the spot. In case of important emergencies, they directly contact the main leaders of the municipal departments and the "top leaders" of counties and districts by telephone, and they will personally dispatch and solve them quickly.

How to treat dozens of patients who need long-term dialysis during the closure of some residential areas in Binhu? The telephone reception center connects the hospital, the community and every patient online and offline, ensuring that everyone is transported to a special place for dialysis in a closed loop at a special time without delaying a person's treatment.

Critical patients from other places urgently need to go to Hefei for medical treatment. Every call for help, 12345, calls 120 in three directions to ensure the whole process of closed-loop transshipment, calls the health department, determines the receiving hospital, contacts the expressway in the jurisdiction to get through the whole link, and all departments are connected in series to form a closed loop. From the moment the phone is connected, every process and link is followed and supervised by a special person until the patient is admitted to hospital for treatment, and the whole process is over.

In some high-risk cities, commercial logistics was interrupted during the epidemic, and some patients who need to take medicine for a long time faced the situation of stopping taking medicine. For this kind of help, the staff of hotline 12345 will record it in detail, and contact Hefei Civilization Office at the first time, and the volunteers convened by it will pick up the medicine and transport it to the highway crossing to relay love with local people.

For important emergencies such as registration in red team, critical illness, medical delivery for pregnant and lying-in women, shortage of materials in "one point three areas" (isolation point, closed control area, control area and prevention area), food shortage and urgent need for assistance, the territorial responsible unit is required to receive them at the first time, and feedback the progress within 1 hour and the processing results within 24 hours.

Do a good job, convey people's voice and public opinion, and build a bridge of communication.

On February 9th this year, Hefei issued nine measures to stabilize the situation and improve efficiency. The last one proposed to set up a special seat for "service enterprises" on the hotline 12345, and set up a closed-loop handling mechanism for the whole process, such as unified acceptance, responsibility assignment, time-limited completion, return visit supervision, analysis and notification, to solve the demands of enterprises in a timely manner. Since its establishment, it has been running continuously and efficiently, which has condensed the sweat and efforts of many people.

Open up a "green channel" for enterprises to manually answer "one-click direct"; Develop functional modules such as "voice transcription" and "work order summary" to convert the call voice into text in real time; Simply answer the complaints of enterprises, or directly answer them in a special seat, or connect with the "policy specialist" of enterprises through "three-way call" and "transfer" and answer them online; For complex requirements that cannot be answered directly online, the chairman will submit an electronic work order within 1 hour, and the functional department and the organizer will contact the enterprise within 2 working hours to complete the classification within a limited time. Emergency, consultation and complaint shall be settled and answered within 2 hours, 1 working day and 5 working days respectively. In order to ensure that all matters are handled in place, the mayor's hotline office will arrange a special person to pay a telephone call back within 1 working days after all enterprise demands are settled.

According to statistics, from February 7 to May this year 15, the "service enterprise" seat has received 3 1252 enterprise demands, with an average of 3 19. By coordinating the efforts of all parties, the direct answer was 288 1 1, and the direct processing rate was 92.2%. Policy Committee answered 376 questions online, with an online response rate of1.2%; 2065 replies were handed over to the responsible unit, and 20 14 have been completed. With the attitude of "caring for each other", the speed of "doing it right away" and the intensity of "doing it well", we will strive to provide professional and standardized services for enterprises, so that enterprises can feel the warmth of "sending charcoal in the snow" and the intimacy of "opening an umbrella in the rain".

The masses and enterprises express their feelings through 12345. Although every phone call is a case, a large number of social conditions and public opinions come together and become a "gold mine" of data. Analyze the massive data and form a special report to provide reference for the decision-making of Hefei Municipal Party Committee and Municipal Government. The two ends of the telephone touch the hearts of countless people, which is related to major events and small feelings in Hefei.