Henan government service ＂general customer service＂ is coming! If you want to talk to the government, just call 12345 (with illustration).

　　There are many hotline numbers, and many people are looking for it. This problem that puzzles enterprises and the masses will soon be solved! The general office of the provincial government recently issued the "Implementation Plan for Further Optimizing the Convenience Hotline for Government Services in Henan Province" (hereinafter referred to as the "Plan") to create a convenient and efficient "general customer service" for government services. In the future, if you want to find the government, just call 12345, and a number will provide "7×24 hours" service for enterprises and the masses.

　　The "Proposal" clearly states that before the end of 2021, the province will build a provincial-level 12345 government service convenience hotline platform, realize the interconnection of provincial and municipal 12345 government service convenience hotline platforms, and complete the merger of government service convenience hotlines except emergency hotlines such as 110, 119, 120 and 122, and unify them into "12345 government service convenience hotline" with the voice calling number of "12345". At the same time, all localities and departments will no longer set up new government service convenience hotlines, no new government service convenience hotline platforms, and cancelled or unused hotline numbers will no longer be restored.

　　What troubles can "total customer service" solve?

　　What services can "General Customer Service" provide? According to the relevant person in charge of the Provincial Big Data Administration, after the completion of the provincial 12345 government service convenience hotline platform, it will be responsible for accepting matters involving provincial units and cross-regional matters, and the municipal 12345 hotline will be responsible for accepting local matters reflected by the masses. The "Proposal" clarifies that the 12345 hotline is responsible for accepting the demands of enterprises and the masses and answering general consultations, "such as consultations on policies and measures, complaints about problems encountered in handling affairs, and non-urgent demands such as opinions and suggestions on government work".

　　It should be noted that the 12345 hotline does not replace the functions of the department, and the department handles related business, implements supervision and law enforcement and emergency response according to the division of responsibilities. Involving administrative law enforcement cases and complaints, the 12345 hotline will be transferred to the relevant departments for the first time to form an efficient coordination mechanism.

　　How does "General Customer Service" realize "No.1 Response"?

　　Enterprises and the masses will call the government service hotline number with low frequency and the government service hotline number set up by the provincial and below departments, and the traffic seats will be cancelled and merged into the provincial and municipal 12345 hotline as a whole. The government service convenience hotline number with large telephone traffic and high social awareness will continue to be retained, parallel to the double number 12345, and managed in accordance with the 12345 hotline standard. The government service convenience hotline set up by the the State Council department that implements vertical management, with reserved numbers and telephone seats, is merged into the provincial and municipal 12345 hotline in the form of sub-centers, and a telephone transfer mechanism is established with the 12345 hotline.

　　Among them, the relevant departments should establish a long-term mechanism for the selection and management of experts in the industry, and the expert seat service should conform to the 12345 hotline management standard.

　　"General Customer Service" will open up the data vein in this way.

　　According to reports, the provincial 12345 hotline platform will establish a unified information sharing mechanism, speed up interconnection with government service platforms and departmental business systems, and realize the opening of data information such as departmental business system query authority and professional knowledge base to the 12345 hotline platform. The 12345 hotline platform timely pushes all data such as acceptance information, work order records and return visit evaluation to relevant departments at the same level. Establish and maintain the 12345 hotline knowledge base with accurate authority, unified standards, real-time updating, joint construction and sharing, and improve the systems of multi-party checking, leak detection and error correction.

　　With the help of data collection, analysis and judgment, the 12345 hotline provides data support for departments to perform their duties, strengthen post-event supervision, solve universal demands, and make scientific decisions, so that the "general customer service" of government services can be connected faster, divided more accurately and run more realistically. (Reporter Ma Juan)