“I am an out-of-town tourist, when can I return to my hometown?” “How can I convert my health code into a green code?” “Where is the nearest nucleic acid testing point to my home?

"I am an out-of-town tourist, when can I return to my hometown?"

"How can I convert my health code into a green code?"

"Where is the nearest nucleic acid testing point to my home?"

...

html March 7 Since then, confirmed cases have appeared in Jiaxing City one after another, and the number of calls related to the epidemic has increased sharply. The city's 12345 government affairs hotline hall has received calls one after another, with an average of more than 7,000 calls per day, and more than 2,600 calls related to the epidemic. The operators responded to every appeal of the masses in a timely manner, including health codes. Complaints, epidemic prevention policy consultation, epidemic prevention management, vaccination, etc.

Jiaxing City’s 12345 Government Affairs Hotline Service Center immediately launched a first-level response, launched a wartime working mechanism for epidemic prevention and control, stopped going out on vacation, and all employees were on the job to strengthen the front line and answer questions for the masses 24 hours a day. By convening epidemic prevention and control meetings, opening special seats for epidemic prevention and control, setting up intelligent robots to divert traffic, strengthening the missed return visit mechanism, pushing epidemic information in real time, and accelerating the online complaint handling process, we will make every effort to ensure that the city wins the sniper war against epidemic prevention and control.

Leaders attached great importance to it, and frontline supervisors expressed condolences.

On the day the epidemic occurred, the Jiaxing City Letters and Calls Bureau immediately held a special meeting on epidemic prevention and control to study and deploy epidemic prevention work. On March 15, Zhong Weihua, Deputy Secretary-General of the Municipal Party Committee, Party Secretary and Director of the Municipal Letters and Calls Bureau, and Chen Pengfei, Deputy Director, visited the Municipal 12345 Hotline Service Center to express their condolences to the petition cadres and operators who gave up their vacations to fight on the front line, and expressed their respect and gratitude to them. He also encouraged everyone to base themselves on their own work, strengthen their belief in victory, overcome difficulties and obstacles, and contribute to winning the battle against the epidemic.

24 hours without dropping the call, achieving 100% connection rate

After the city's 12345 government hotline entered the first-level response state, all employees took the initiative to suspend their vacations and reinforced front-line epidemic prevention and control seats. Jiaxing Mobile also urgently deployed 10 operators to provide training. On the job. At present, there are an average of 110 operators on duty every day, and the call completion rate is 90.28%. They answer questions for citizens 24 hours a day. For those who cannot answer the calls, the city affairs hotline will call back in time to ensure that no one is missed and to achieve "100 calls". %" completion rate. At the same time, the special epidemic prevention desk will quickly handle the "urgent, difficult and anxious" appeals of citizens by transferring them in one hour and handling them on the spot in three hours.

Improve epidemic prevention knowledge and efficiently answer netizens’ confusion

In the current epidemic situation, the accuracy of responses to citizen consultation calls is particularly important. Jiaxing 12345 government affairs hotline actively connects with the municipal epidemic prevention and control authorities and counties (cities, districts), and provides information on epidemic-related documents and Local control policies are updated as soon as possible, and the knowledge base is improved to ensure accurate and clear responses to the masses, and to effectively relieve the masses' difficulties. In addition to answering the guarantee hotline, the 12345 government affairs hotline also undertakes the city's online petition work. Due to the severe epidemic situation, the center deployed 2 staff to remotely support Haining, Pinghu and other places to provide online consultation and answer services on control policies, health code complaints, etc. 3 On the 14th of March, we helped circulate and respond to more than 200 online petitions, ensuring that online consultations and complaints can be resolved promptly and properly.

Strengthen work service guarantee, strengthen information analysis and reporting

High load of answering and replying. Some operators have symptoms such as dry throat, hoarseness, fatigue and fatigue. The 12345 government hotline provides employees with refreshing throat lozenges and anti-spark tea, and is open 24 hours a day for rest. rooms, psychological counseling rooms, and fitness rooms, and actively contact relevant departments to provide service guarantees to ensure that all employees can combine work and rest and be energetic. At the same time, the 12345 government affairs hotline actively plays the role of "staff assistant" and strengthens big data analysis. Through the Zhejiang Provincial People's Call Me Unified Platform and Jiaxing City's full-cycle digital management system for petitions, it sorts out and analyzes people's demands on a daily basis. Report the hot issues, opinions and suggestions, and major sensitive issues that the masses have concentrated on in a timely manner to the party committee and government, use hotlines to connect the masses with the party committee and government, and effectively exchange the hard work index of all petitioning cadres for the safety index of the people.