"Simulated registration today, but the child's account has not been logged in, what is going on?" "Don't worry, I suggest you call the Municipal Education Examination Institute to inquire first to see if there is a problem with the account password. Do you make a note of your contact information......"
A high-frequency specialist who is answering the hotline in the lobby of the 12345 government service hotline center
June 26 is the first day of mock registration for the city's high school entrance examination, in the 12345 government service hotline management center, Liu Shifu, the commissioner of high-frequency matters in education, patiently explained the problem to the masses and proposed solutions before the phone.
"Is your account now logged in? Are there any other issues? Five minutes after hanging up the phone, Liu Shifu took the initiative to call back and ask if the problem had been properly handled.
"I can log in normally, thank you!" After receiving the feedback, Liu Shifu recorded "resolved" on the work order.
Answering specialists
"June and July of each year is the period of concentrated reflection of educational demands. In order to improve the problem handling rate and the satisfaction of the masses, the 12345 government service hotline management center implements departmental residency rotation, and organizes relevant organizers to settle in the hotline during the centralized appeal reflection period, and conducts on-site research and on-site answers to incoming calls. Song Wenzhong, deputy director of the city's 12345 government service hotline management center, introduced that in addition to education, in response to the large number of public consultations and high professional requirements such as human resources and social security, medical insurance, provident fund, etc., the business backbone of relevant units will be invited to enter the hotline to provide in-depth answers to relevant questions and accurately respond to the demands of the masses.
At 16 o'clock on the same day, Zhao Hongen, the high-frequency affairs commissioner of the Human Resources and Social Security, received a phone call about retirement insurance consultation. In the process of consulting and answering, he learned that Ms. Zhou, who was about to retire, had gone bankrupt and her file was missing, so the problem was very thorny.
The leader of the answering specialist who is answering the hotline in the lobby of the 12345 government service hotline center
"In the case of the bankruptcy of Ms. Zhou's original unit, her files are kept in the Employment Bureau, a subordinate unit of the Municipal Human Resources and Social Security Bureau, and we will immediately contact the department to help her retrieve the files after verifying her identity." In less than an hour, Zhao Hongen found the file for Ms. Zhou and solved her social security insurance problem.
Song Wenzhong said that the business backbone of each unit is stationed in the 12345 hotline, which can more accurately solve the various demands of the people, provide targeted solutions, and provide follow-up extension services for them. In addition, the 12345 hotline also clarifies liaison officers in various industry departments in the city, and conducts professional policy consultation and appeal answers online through three-way calls.
Connected to the party and the government on the one hand, and the masses on the other, the 12345 hotline will continue to promote the activities of "Leadership Answering Day" and "Leadership Duty Hotline", and strive to narrow the relationship with the people.
"The 12345 hotline platform has built a bridge for us to communicate directly with the masses, so that we can hear the voices of the masses more directly, thereby enhancing the trust of the masses in us." Li Xianbin, deputy director of the Municipal Medical Security Bureau, said after the end of the hotline that they will continue to make efforts, pay close attention to the demands of the masses in terms of medical security, and strive to provide the most satisfactory and intimate medical security services for the masses.
Sun Jian, a second-level researcher of the Municipal Administrative Examination and Approval Bureau, said that the activities of "Leadership Answering Day" and "Leadership Duty Hotline" not only enriched the form of research, but also enabled us to have a more direct and in-depth understanding of the needs, expectations and thoughts of the people, so as to better serve the masses, effectively solve their problems, and further enhance the satisfaction and sense of gain of the masses.
Handan News and Media Center reporter Niu Bingjie