陕西规范和加强12345热线运行管理

Core Viewpoint - The implementation of the "Shanxi Province 12345 Government Service Convenience Hotline Operation Management Measures" aims to standardize and enhance the operation of the 12345 hotline, improving the handling of public and enterprise requests and elevating the level of government services [1]. Group 1 - The 12345 hotline operates under a unified model that includes immediate response to requests, graded responsibility, and interconnectivity, forming an integrated system with the provincial hotline as the coordination hub and local hotlines as the main reception points [1]. - The hotline will accept various non-emergency requests within the province's administrative jurisdiction, covering areas such as economic regulation, market supervision, social management, public services, and ecological environment protection [2]. - A responsibility mechanism is established to ensure that the heads of city, county, and township levels are accountable for the implementation of the "immediate response to requests" reform, optimizing the handling process to efficiently address reasonable requests from the public and enterprises [3]. Group 2 - The hotline will categorize requests that fall outside its scope and handle them accordingly, ensuring that matters requiring departmental attention are not assigned to grassroots levels [2]. - A mechanism for handling repeated requests will be established to reduce redundancy in task assignments, with various methods such as direct answers, phone transfers, and task assignments employed based on the nature of the requests [2]. - The management of the hotline will involve joint oversight from relevant departments to address issues such as poor handling quality, evasion of responsibility, and false reporting, with accountability measures in place for non-compliance [3].