(Speed News Reporter Zhang Yun Correspondent Tian Tingjiang) When you need help, do you know what situations should you call the 12345 government service convenience hotline, and what situations should you call 110?
12345 Government Service Convenience Hotline (hereinafter referred to as "12345") is a convenience hotline platform for local people's governments to accept non-urgent demands from enterprises and the public for government management and services online 24 hours a day; the 110 alarm service desk (hereinafter referred to as "110") is an alarm service platform for public security organs to accept and handle alarms, emergency help and police complaints online 24 hours a day.
In order to give full play to the functional advantages of 12345 and 110 in listening to public opinion, solving people's livelihood demands, and maintaining safety and stability, in July this year, Suqian officially issued the "Suqian City 12345 Government Service Convenience Hotline and 110 Alarm Service Desk Efficient Docking and Linkage Work Plan" (hereinafter referred to as the "Plan"), strengthening the construction of 12345 and 110 capabilities, aiming to smoothly operate the docking and linkage mechanism, focus on efficient handling of diversion and linkage matters, support the intelligent application of platform data, and with the theme of "linkage joint and joint task to solve people's worries, jointly build and govern and ensure peace and tranquility", accelerate the establishment of a 12345 and 110 efficient docking and linkage mechanism with clear responsibilities, complementary advantages, scientific and technological support, and efficient and convenient 12345 and 110, further improve the level of government services, and continuously enhance the people's sense of gain, happiness and security.
It is reported that 12345 and 110 will fully realize interconnection and interaction by the end of this year. In the future, when people encounter problems and need help, whether they call 12345 or 110, they will receive timely and efficient responses.
reduces burden and increases efficiency. Effectively clarify the boundaries of work responsibilities. Statistics show that from January to September this year, 110 in the city received a total of 808,954 alarms, of which 277,307 non-police police incidents, accounting for 34.28%. For example, non-police police incidents such as wage arrears in enterprises and epidemic policy consultation, the public still called 110 for help.
"From our statistical data, non-police police incidents have shown an upward trend year by year in recent years, seriously squeezing the limited police resources at the grassroots level, and to a certain extent restricting the role of the public security organs in their main responsibilities and business." said Tang Xiugang, captain of the command and dispatch brigade of the Intelligence Command and Command Command and Dispatch Brigade of the Suqian Public Security Bureau Intelligence Command and Command Center.
In order to solve this problem, the "Plan" clearly states that the 12345 competent departments and public security organs at all levels should take the 12345 and 110 docking and linkage work as an important means to improve the department's ability to perform duties, promote the transformation of industry work style, improve the quality and efficiency of people's livelihood services, and optimize the business environment. Further clarify the boundaries of work responsibilities, improve the linkage and coordination mechanism, improve the supervision and assessment methods, realize seamless docking, interconnection, and data sharing of information platforms, and strive to improve the standardization, professionalization and intelligence of docking and linkage work, and comprehensively establish a government public service system with clear responsibilities, complementary advantages, standardized and efficient, and strong guarantees.
In accordance with the overall idea of "12345 coordinates non-emergency government services, promptly resolves problems, resolves conflicts at the source, accepts emergency calls for help, and carries out emergency responses". The "Plan" combines the statutory responsibilities of 12345 and 110 to clarify the division of tasks, clarify the boundaries of responsibilities, and jointly do a good job in maintaining security and stability, ensuring economic development, and serving the people.
According to the provisions of the "Plan", the scope of acceptance of 12345 is: consulting, non-emergency help, complaints, reports and opinions and suggestions from enterprises and the masses on economic regulation, market supervision, social management, public services and other fields. 110 The scope of acceptance is: criminal police, public security police, road traffic police, mass incidents that endanger personal and property safety or social security order, as well as other reports related to illegal and criminal acts that require public security organs to deal with; dangerous situations in public facilities such as water, electricity, oil, gas, and heat, disasters and accidents such as earthquakes, floods, mudslides, and other disasters that endanger personal and property safety, public safety, etc., which require public security organs to participate in the handling; complaints about illegal and discipline violations or dereliction of duty occurring by public security organs and their people's police.
"By connecting 12345 to divert some non-police assistance, let 110 return to the main responsibility for maintaining safety and stability, and improve the ability to respond quickly to emergency police assistance, we can maximize the benefits of police resources." Tang Xiugang said.
interconnection and interaction create a better service to the masses
"As ordinary citizens, our expectation for the interconnection of 12345 and 110 platforms should not be just '1+1=2', but hopes to achieve the aggregation effect of '1+12'." said Ma Linfeng, who works at Jiangsu Ximai Food Co., Ltd., Suqian Economic and Technological Development Zone. After the division of responsibilities of
12345 and 110 is clear, we must work together to better serve the people. The "Plan" clearly states that 12345 receives requests involving public security or urgent help, and 110 receives requests from the public to government service, and that the working mechanisms such as diversion, collaboration, risk prevention, consultation and exchange should be promptly activated, and the handling should be carried out through telephone guidance, three-party calls, special linkage, and system push.
diversion transfer mechanism: 12345 or 110 receive matters clearly within the scope of the other party's acceptance by phone, and transfer them to the other party in a timely manner through one-click transfer. If the responsible unit is not clear or has a cross-responsible responsibilities, the specific demands can be understood through a three-party call (requesting party, 12345, 110), and the acceptance platform will be determined by 12345 and 110. For those that cannot be determined after negotiation, the platform that first receives the demands of the enterprise and the public will be accepted first.
Daily linkage mechanism: 12345 receives a line case that affects social stability and transfers it to 110 for disposal as soon as possible. If the 12345 work order organizer finds that conflicts and disputes are intensified, the situation is difficult to control, or involves illegal crimes, the linkage will be sent to 110 to deal with it. 110 When you receive conflicts and disputes that may cause illegal crimes, especially violent incidents, or personal extreme incidents, you will immediately send police to deal with them.
emergency linkage mechanism: 12345 and 110 must establish an emergency linkage mechanism with 119, 120, 122 and public utility service hotlines such as water, electricity, gas and heat network to ensure that once natural disasters, and other emergencies such as can respond quickly and deal with them efficiently, and provide enterprises and the public with more timely, professional and efficient emergency assistance services.
consultation and exchange mechanism: Establish and improve the 12345 and 110 consultation mechanism, and promptly convene relevant functional departments to study and discuss matters with unclear boundaries of responsibilities and disputes in jurisdiction, clarify responsibilities and authority one by one, clarify the jurisdiction subject, and formulate disposal standards to ensure that there are people in charge of the demands of enterprises and the masses.
12345 and 110 acceptance of reports and acceptance of public demands with their respective functions. Through a smooth and efficient docking and linkage mechanism, the right to responsibilities can be matched, the responsibilities are clear, and the performance of responsibilities can be achieved, ensuring that the masses receive more professional and fast services, and promoting the masses’ demands for help can be resolved from the source and fundamentally.
Intelligent application to achieve higher-level social governance
12345 demands and 110 police incidents are both the "barometer" of social security, the "barometer" of social conditions and public opinion, and a safe and stable source of information. Only by coordinating public resources, strengthening information sharing in docking and linking and joint analysis, and jointly creating a co-construction and co-governance platform with multi-dimensional perception of risks and coordinated resolution of hidden dangers can we effectively promote the modernization of the social governance system and governance capabilities.
revolves around efficient docking and linkage between 12345 and 110. The "Plan" points out that it is necessary to promote resource sharing, business coordination, and comprehensive application, rely on information technology means to accelerate the implementation of platform integration and interoperability and data sharing applications.
The "Plan" points out that it is necessary to scientifically plan and design, effectively integrate resources, increase investment, and accelerate the connection between 12345 and 110 platforms. The 12345 and 110 platforms should standardize data formats such as work orders and police order standards in accordance with the unified organizational structure and administrative division code , sort out and integrate the construction needs and business processes of platform integration and interoperability, realize information and data interconnection, single and two-way flow of work orders and police, closed-loop operation of acceptance and feedback, tracking and supervision of docking matters, and intelligent supervision.
data sharing application, for the data related to the two-way diversion linkage matters of 12345 and 110, it will be shared by unified open data or service interfaces, co-construction of intermediate databases, etc. on the premise of ensuring security, so as to be verifiable, visible, traceable, and batch-based. At the same time, we will maximize the value of data and provide support for departmental performance, efficiency supervision and scientific decision-making.
In order to improve the quality and efficiency of 12345 reception, the "Plan" clearly states that the city should further increase the merger of government service hotlines. For hotline numbers that have been merged in parallel and branch centers but still retain the telephone seats, if they do not have the "7×24-hour" manual service capabilities or the manual connection rate is less than 60%, the telephone seats will be incorporated into the unified management of 12345 and the number can be retained. Strengthen the supervision and assessment of the handling work of the 12345 work order organizer, timely disclose the handling situation, continuously improve the response rate, problem solving rate and satisfaction, and ensure that the matters demanded by enterprises and the masses are handled successfully, quickly and well. The whole city should strengthen the interconnection between the 12345 platform and departmental business systems, realize real-time and full sharing of information and timely and efficient circulation of work orders.
In order to improve the efficiency of 110 police reception and handling, the "Plan" requires the city's public security organs to set up police reception seats based on the 110 police reception volume, fully equip and strengthen police reception personnel and command and dispatch police officers, strengthen equipment and system support, and ensure that the 110 "lifeline" is smooth all day. Establish a quick response mechanism that connects various police types and practical units with the 110 police reception and handling work, strengthen data empowerment and back-end support for front-line police handling work, actively explore and implement police prevention, and effectively improve the effectiveness of police reception and handling work. Fang Qingzhong, a second-level inspector of the municipal public security bureau, deputy secretary of the Party Committee of the Municipal Public Security Bureau, and executive deputy director, said that he would clarify measures such as division of responsibilities, linkage mechanisms, intelligent applications, capacity building, and organizational guarantees, and promote the linkage of 12345 and 110 from simple non-police alarm calls to diversion and reduce burdens, and to precisely serve the people, prevent comprehensive risks, and innovate social governance.
At present, the Municipal Public Security Bureau is carrying out this work in the city and simultaneously promote it to the three counties of Shuyang , Siyang , and Sihong to ensure "one game of chess in the city", and realize mechanism linkage, platform integration and interoperability, and data sharing applications.
