我国政府热线服务标准化典型实践

Study on Typical Practices of China's Government Hotline Service Standardization

政府热线服务是连接政府与公众的桥梁。服务标准化是优化政府热线服务运营、提高政府热线服务工作效率、提升公众满意度的有力保障。本文通过介绍并分析济南市12345市民热线、苏州市12345便民热线以及质检12365质量热线服务标准化工作现状与经验,为我国全面实行政府热线服务标准化提供了良好借鉴。

Government service hotline is a bridge connecting government and the public. Service standardization is the guarantee to optimize the service operation of government service hotline, improve work efficiency, and increase the public’s satisfaction. This paper introduces and analyzes the service standardization experience and status quo of government service hotline 12345 of Jinan, and the citizen hotline 12345 and quality hotline 12365 of Suzhou, providing good reference to overall implement service standardization of government service hotline.