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  • 就業超市 政務郵箱

    12345熱線年底前完成6條熱線合并

    2019-08-01

      來自:(北京晚報)

      29日,記者從北京12345市民熱線服務中心獲悉,今年下半年,12345將完成市人力社保局(12333)、市稅務局(12366)、市交通運輸熱線(12328)、市城管委(96310)等熱線的合并。加上已經于今年6月并入12345熱線的北京市市場監管局(12315)、市知識產權局(12330)熱線,年底前,12345市民服務熱線將完成以上6條熱線的整合工作,其中123331236612328三條熱線將作為北京市民服務熱線分平臺。

      北京12345市民熱線服務中心副主任、協調督辦處處長張波介紹,為實現“一條熱線聽訴求”,北京市從市級層面大力推動各類服務熱線的清理整合。去年,北京市將民政、衛生、環保、農業、消防等10條熱線整合進12345熱線,實現11家公共服務企業熱線系統與12345熱線統一受理。

      針對年底前將全部并入“12345”的6條熱線,張波表示:“這些都是與群眾生活密切相關、具有城市管理和公共服務職能的政府部門及公共服務企事業單位的投訴、舉報、咨詢等電話,實現并機,將大大方便市民來電反映問題。”

      為了在“街鄉吹哨、部門報到”的基礎上,充分發揮12345市民服務熱線作用,北京市將各區、市級部門、承擔公共服務職能的企事業單位納入“接訴即辦”工作體系。張波介紹,目前北京市12345熱線有坐席約500個,日均接到電話約2萬通,接近50%的一般性群眾訴求都能在3天之內解決。對于一時解決不了的問題,也會和群眾進行溝通解釋和說明。

      北京市將市民通過12345熱線反映訴求、媒體反映的問題、網絡訴求輿情辦理情況納入“接訴即辦”考評體系,設置響應率、解決率、滿意率三項指標,其中響應率占30%,解決率和滿意率各占35%。今年上半年,各區群眾訴求辦理“三率”指標結果在逐步提升,全市十六區群眾訴求解決率從40.11%上升到53.86%,滿意率從61.21%上升到72.93%

      張波介紹,從群眾來電結構的變化看,今年上半年,12345市民服務熱線接到群眾表揚電話7130件,與去年同期相比增加了65.66%,收到錦旗31面,超過去年全年總和,重復反映問題的電話和揚言威脅等不穩定因素類電話量實現“雙下降”,超過七成的群眾對訴求辦理工作表示滿意,市信訪辦接待群眾來訪人次同比下降19.9%,其中集體來訪人次同比下降32.3%,群眾獲得感幸福感安全感進一步提升。

      隨著“吹哨報到”制度常態化,街鄉“接訴即辦”的工作積極性被充分調動,統籌調度能力不斷增強。張波說,“接訴即辦”進一步推動了條塊關系重塑,優化了權力運行機制,減少城市基層治理溝通協調成本,有效減少了人情關系、隱形審批、隱形權力等對推動工作落實、解決群眾問題的影響,城市治理的痛點堵點難點更加聚焦,給首都城市基層治理帶來了前所未有的明顯積極變化。



    根據機構改革的調整,現“”的入口調整到北京人才工作網站。

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