In order to implement a series of major decisions and arrangements made by the Party Central Committee and the State Council on accelerating the promotion of "Internet + government services", continuously improve the convenience and effectiveness of "Internet + government services", and improve the sense of gain and satisfaction of the masses, industrial and The Ministry of Information Technology established the 12381 public service telephone platform (referred to as 12381) to create an "Internet + government service" platform, which was opened for trial operation on September 5, 2017, becoming the first public service telephone platform in the name of the ministry. National Ministries.
12381 is a public service telephone platform that provides foreign government information services in the name of the Ministry of Industry and Information Technology. It is mainly responsible for accepting and handling public inquiries, suggestions and complaints about the work of the Ministry of Industry and Information Technology. 12381 integrates all the original external public service telephones of the Ministry of Industry and Information Technology, establishes a large platform for public service information and data, and realizes "one-stop" service. As of March 31, 2018, 12381 received a total of 48,007 calls from the masses, 14,464 were transferred to manual answers, and 14,247 were answered by the agents on the spot, with an answer rate of 98.5%. Compared with 99.5%, it has initially played an active role in promoting the "Internet + government services" work of the Ministry of Industry and Information Technology.
The first is to simplify and optimize the public service process and improve service efficiency. Based on the information on the website of industrial and information technology departments, optimize the service guide and common problem knowledge base, and follow the principles of unified acceptance, handling according to responsibilities, unified response, unified supervision and unified evaluation, and the service form connected through "No. 1" , to make government services for enterprises and the masses more convenient and fast.
The second is to analyze and study the public concerns and improve service capabilities. 12381, through close cooperation with various departments and bureaus within the Ministry, regularly sorts out hot issues involving public interests, and carefully prepares response materials. The timely response has enhanced the credibility and service capabilities of the Ministry of Industry and Information Technology.
The third is to grasp the demands of the masses in a timely manner and promote the work. 12381 has tracked and sorted out inquiries, suggestions and complaints related to telecommunications tariffs, network construction, new energy vehicles, qualification training, etc. involved in calls, and transferred them to relevant departments in real time to better carry out industry management and government affairs. Provide reference for services, and improve the scientific and democratized level of departmental decision-making by establishing service channels for asking the people about government, asking about needs, asking about planning, and asking about policies.
In the next step, the Ministry of Industry and Information Technology will fully implement the spirit of the 19th National Congress of the Communist Party of China and the requirements and deployment of the Party Central Committee and the State Council on promoting the openness of government affairs and government service work, earnestly study and analyze relevant issues during the trial operation of 12381, and promote the formalization of 12381. run. The first is to promote the standardized operation of the platform. Gradually introduce standardized concepts and methods, establish a government service standard system, rules and regulations and work processes, and provide better services. The second is to further expand service functions. Continue to carry out public demand and satisfaction surveys, continuously enrich service forms and service contents, and realize the integrated operation of 12381 and other service channels. The third is to continuously improve technical capabilities. Actively use information and communication technology to improve service quality, explore the introduction of intelligent technology, and gradually realize intelligent answers to routine questions. The fourth is to build a public service brand. In line with the principle of "calls are answered, messages are answered, and everything is responded to", 12381 has been built into an important window for the Ministry of Industry and Information Technology to open government affairs, interact with the government and respond to social concerns, establish a benchmark image of convenient services, and continuously improve 12381's brand influence.
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