Officials from Party and Government Departments in Multiple Regions Conduct Surveys and Unannounced Inspections of Government Hotlines and Service Windows, with Some Officials Sitting in on Duty On-site

Recently, senior party and government officials in various regions have conducted intensive inspections of government hotlines or made unannounced visits to government service windows.

For example, according to Yichun Broadcasting and Television Station in Heilongjiang, on the morning of November 24, Yuan Fangjiang, Deputy Secretary of the Yichun Municipal Party Committee and Mayor, visited the Yimei District and the Yichun 12345 Government Service Hotline Call Center to inspect and examine the handling of hot-button livelihood issues reported by the public, and to study and devise solutions on-site.

(Image from WeChat official account @Yichun Broadcasting and Television Station)

At the Yichun 12345 Government Service Hotline Call Center, Yuan Fangjiang had in-depth exchanges with staff, gaining a detailed understanding of the hotline’s operational management, hot issues reported by the public, referral processes, handling efficiency, follow-up callbacks, and other aspects. He emphasized that livelihood issues are no small matter, and every detail matters. The handling of government service hotline work orders is closely related to people’s livelihood and directly involves the vital interests of the masses. It is necessary to enhance handling efficiency, strengthen follow-up and effectiveness evaluation, form a closed-loop work process, ensure that every issue is addressed and every matter is responded to, and strive to turn the “list of concerns” of the masses into a “list of happiness”. It is essential to adhere to the principle of aligning livelihood issues with the will of the people, fully leverage the “barometer” role of the hotline platform, timely summarize and categorize public demands, provide precise data support for scientific decision-making, and shift from “resolving one issue” to “resolving a category of issues”, continuously satisfying people’s aspirations for a better life.

Earlier, on November 21, Bai Ying, Secretary of the Liaoyang Municipal Party Committee in Liaoning, also conducted an inspection at the local 12345 Government Service Hotline. According to “Liaoyang Daily”, in the 12345 Government Service Hotline Hall, Bai Ying carefully listened to introductions about the operation of the government service hotline and team building, and had in-depth exchanges with call center operators, gaining a detailed understanding of hot issues reported by the public, referral processes, handling efficiency, follow-up callbacks, and other aspects.

During the inspection, Bai Ying emphasized that the 12345 Government Service Hotline serves as a “bridge of hearts” between the municipal party committee, the municipal government, and the public, playing an important role in listening to public voices, answering public consultations, and resolving public problems. The entire city must thoroughly study and implement the important expositions of General Secretary Xi Jinping on doing mass work, adhere to the people-centered development philosophy, ensure smooth channels for public complaints, actively respond to public concerns, resolve urgent and difficult problems for the public, and continuously enhance the reputation of the 12345 government service brand. It is necessary to use public satisfaction as a measure to evaluate the effectiveness of services for the people, further optimize operational mechanisms, strengthen follow-up and effectiveness evaluation, form a closed-loop work process, ensure that every public complaint receives a response and every matter is addressed. Problem-solving should be given a more prominent position, leveraging small-scale, micro-reforms to drive significant changes in people’s livelihood, fully connecting public complaint channels with the nerve endings of grassroots governance, promoting dual improvements in the quality and efficiency of social governance and hotline services, and continuously enhancing public satisfaction and a sense of gain.

Government service centers are not only important windows for governments to connect with the public but also crucial platforms for showcasing government image.

In Chuxiong, Yunnan, on the morning of November 21, Zhang Zijian, Secretary of the Chuxiong Prefectural Party Committee, conducted supervision and inspections of window services at the Chuxiong Municipal Government Service Center using the “four no’s and two direct’s” approach.

(Image from WeChat official account @Chuxiong Prefectural People’s Government)

According to “Chuxiong Daily”, in the 24-hour self-service area, Zhang Zijian personally inspected the self-service business handling by the public, visited the assistance and “unresolved issues” windows, asked detailed questions about assisting the public, and went to the food business license handling window, the water, electricity, and gas joint handling window, the engineering construction project approval window, and the tobacco monopoly administration service handling window to inquire about the licensing process, approval timeline, and public satisfaction rate. Zhang Zijian fully affirmed the efficiency and spirit of the window staff and urged relevant departments and personnel to standardize the approval process, continuously enhance the convenience and intelligence of government services, and practically help enterprises and the public solve practical problems and difficulties.

Also on November 21, Kong Jinsong, Secretary of the Kaiyuan Municipal Party Committee in Honghe Prefecture, Yunnan, adopted the “four no’s and two direct’s” approach to conduct an on-site inspection at the municipal government service center.

According to Kaiyuan Media Center, Kong Jinsong successively visited various service windows such as the public transportation company, real estate registration, and taxation, gaining a detailed understanding of the handling processes, timelines, and actual experiences of the public in handling relevant government service matters. He had cordial exchanges with the public who were handling business, asked about any difficulties they encountered during the process, and carefully listened to their opinions and suggestions. He also had a discussion with the responsible comrades of the municipal government service administration bureau and put forward clear requirements for improving public satisfaction and enhancing service quality and efficiency.

Kong Jinsong emphasized that window staff directly serve the public face-to-face, and their attitude is key to determining public satisfaction. Window staff must always adhere to the people-centered development philosophy, enhance their service awareness, enthusiastically receive and patiently answer every public consultation and complaint, and let the public feel the warmth of government services. It is necessary to strengthen business training for window staff, continuously improve their professional competence and business capabilities, and build a high-quality, professional government service team.

The Paper also noted that on November 18, Chen Min, Vice Mayor of Yingtan Municipal Government in Jiangxi and Secretary of the Guixi Municipal Party Committee, sat in at the Guixi Municipal Government Service Center to assist the public with related business.

According to Guixi Media Center, at the government service center, Chen Min frequently stopped at various service windows such as the market access hall, public security window, and comprehensive real estate registration service, asking about the matters handled by the public and service satisfaction. He assisted the public with related business, experienced the entire process of handling matters, carefully observed the staff’s handling processes and efficiency, diligently identified difficulties, obstacles, and shortcomings in government services, and put forward relevant requirements on-site.

He emphasized the need to continuously deepen the “delegation, regulation, and service” reform, adhere to the orientation of public service needs, integrate highly relevant approval and service matters, scientifically set up service windows, reflect the concept of “letting data do the running, and letting the public do less running” in spatial and functional layouts, achieve “one-stop online services”, and practically enhance the ability to respond to social concerns and serve public needs. It is necessary to optimize approval processes, strengthen overall coordination and departmental collaboration, break free from set ways of thinking, work habits, and path dependencies, strive to achieve interconnection and information sharing of government information resources, and provide greater convenience for enterprises and the public in handling business. It is essential to optimize personnel management, innovate service concepts, improve institutional mechanisms, strengthen comprehensive training, enhance the professional competence and service capabilities of window staff, coordinate business handling and consultation services, and provide strong support for continuously optimizing the business environment.

In Huangshan, Anhui, He Yi, Deputy Secretary of the Municipal Party Committee and Mayor, answered public calls at the municipal 12345 unified call center on the morning of November 19, listened to public appeals, and provided on-site responses and solutions to urgent and difficult problems reported by the public.

(Image from WeChat official account @Huangshan Municipal People’s Government)

“Hello! What issue would you like to report?” “Please don’t worry, I have recorded the situation you reported and will arrange for relevant departments to verify and handle it as soon as possible.” According to “Huangshan Daily”, at the call-answering site, in response to issues such as living environment, cluttered debris in residential areas occupying fire lanes, and property fee payments reported by the public, He Yi carefully listened to their appeals, asked detailed questions about the situations, patiently responded and answered, provided on-site responses to issues that could be resolved immediately, and required relevant departments to follow up, handle promptly, and provide timely feedback for issues that needed further verification and handling, ensuring that public appeals were effectively resolved.

He Yi emphasized that the 12345 Government Service Hotline connects the public with the government, aims to resolve the worries and troubles of the people, and demonstrates the government’s care for the people and its purpose. It is necessary to always adhere to the concept that “there are no small matters for the public”, be problem-oriented, strengthen work measures, timely respond to concerns, and ensure that every matter is addressed and every issue receives a response. It is important to pay attention to drawing inferences from one instance to another, be adept at identifying common and typical issues from the hotline, conduct analysis and research, strive to respond to one appeal,