Original title: Haikou 12345 hotline was awarded the National Excellent Management Innovation Achievement Case in 2021
The newspaper reported on January 13 (Reporter Chen Xiaojie) At the 2021 (2nd) National Government Hotline Development Annual Conference held on January 12, the 12345 Haikou Citizen Service Smart Linkage Platform was awarded the 2021 Excellent Management Innovation Achievement Case.
The 12345 Haikou Citizen Service Smart Linkage Platform fully integrates the city’s 94 service hotlines, brings together 22 city management application systems, and 3 video conference platforms to realize “7×24” online acceptance and rapid handling of various demands of citizens and tourists. It plays an important role in various key tasks such as management, epidemic prevention and control, and business services.
In order to receive inquiries, complaints and suggestions from citizens and tourists in a high-quality and efficient manner, the 12345 Haikou Citizen Service Smart Linkage Platform explores and establishes mechanisms such as “30-minute response and disposal” and “three-level analysis and early warning”, and continues to expand “12345+ government affairs” “12345+ “12345+” service functions such as “Moving Cars”, “12345+ Talents”, “12345+ Business Services”, etc., to build “a unified coordination and command system for dispatching, a big data management platform for management, a rapid response mechanism for disposal, and a A new pattern of comprehensive management of the “Four Ones” of “Zhang City Risk Map, Grasping Safety”.
In terms of promoting normalized epidemic prevention and control, the 12345 Haikou Citizen Service Smart Linkage Platform established the 12345 expert consultation hotline, set up ticketing, psychological consultation and expert seats, and innovatively built organizational management, data analysis and judgment, expert services, and grassroots joint prevention and control.” “Four Mechanisms”, fully accepting documents related to epidemic prevention and control, updating relevant policies on entry and entry into Qiongshan in real time, and giving full play to the “through train” role of social conditions and public opinion.
According to statistics, in 2021, the 12345 Haikou Citizen Service Smart Linkage Platform will accept a total of 4,022,139 cases, an average of 11,020 cases per day, with a satisfaction rate of 98.57% and a settlement rate of 99.68%. In the next step, we will continue to integrate the data and information resources of urban management and social governance, enhance the capabilities and scope of grid services at the grassroots level, and strive to resolve conflicts at the grassroots level, while enriching the functions of “12345+ government affairs services” based on the project of building an urban brain. , optimize the service process and rules and regulations of “12345+ business services”, use big data to accurately focus on hot and difficult issues of social governance, and better serve the construction of Hainan Free Trade Port.
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