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published in(发表于) 2016/5/16 7:20:43
Hotline communications, a mayor in China could not reach telephone number of times

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中文

Media: Mayor hotline communication phone hundreds of times not available | hotline _ news

Original title: cel communication difficult to hit more than 100 times still cannot connect (map)


  Hotline is one of the channels of communication with relevant departments and units of the people. However ban Yue Tan Xinhua survey found that public telephones in some areas as many as dozens of there calls get through a difficult, difficult, difficult to communicate issues such as work, not only makes it difficult for hotline play its effectiveness, but also had a negative impact on the credibility of the Government.



  Hot is not hot, the masses "rub fire"


The purpose of the Government set up a hotline, is to give people advice and complaint channel to facilitate people-do. This is the convenience and benefit of good, good thing not done good in some places, however, the crowd was "rubbed the fire." Press search revealed, has a lot of friends on the Internet posting, expressed disappointment about the Government hotline.


Reporters recently in multiple calls to the Mayor publicly calls the Government hotline and realised that the waiting time is too long or is busy for a long time or after the call went unanswered. Call the Mayor calls a central city in Northeast China, reporters call could not reach more than 100 times in a row, no voice prompts. A large crowd of reporters reflect, in half an hour or even more than 1 hour to get through public telephones are widespread.


People of liaoyuan city, Jilin province, Wang told reporters that the eve of the Spring Festival this year, he found parts of the urban area taxis do not hit the table, reflect the situation by telephone to the taxi Management Department, and although calls can get through, but time always went unanswered, and he didn't want to complain about the issues to be addressed.


Beijing Shuang Jing Ms Cui, repeatedly calling for motor vehicles accounted for road traffic control Department 122 telephone, politely said each time the operator may refer the complaint to the relevant authorities for the years shuangjing guangqumen North Street to the hotel parking long, massive misappropriation of sidewalks, blind and bicycle lanes has failed to solve. "Either did not take, or pick up a white, does not solve the problem of the hotline is the device, which did not make the people play? "Ms Choi said.


A similar phenomenon is not uncommon elsewhere. China Marketing Association professional Committee of service quality between August and January 2015 to make unannounced visits to the Beijing-Tianjin-Hebei Bohai, involving a total of 21 cities and counties closely associated with the production and life of the people of 317 telephone service for the convenience of the Government departments, surveys, these convenient telephone service quality rate of only 36.9%.


Includes government departments, third parties and public utilities, service hotline, due to the poor overall quality of service, has had a bad impression in the hearts of the masses. Zero consultation public service hotline the public impression of a survey conducted last year, 96.9% of the public heard a public service hotline at least, but its impression, only 28.8% is definitely "good move close to the people", and 54.7% "chicken ribs", also 16.5% that "pure decoration."


  "Three-pronged": get through a difficult, difficult, difficult to communicate-do


Professional Committee of China Marketing Association Services Executive Vice President Li Jingkai said, the survey found, main problems of public hotline include: "hot line" is not "hot", a lot is no answer or the line is busy for a long time is invalid number; not familiar with business and answer the questions not comprehensive is not responsible for, let the people back and forth first asked for non-implementation, make multiple calls to find the person, and so on. Because these problems are not addressed, people to lose confidence and patience in the hot lines, over time affect the Government's image in the eyes of the masses.


Reporters found that phone operator and is hard to get through, communication, problem solving has become hotline three main disadvantages.


--Hard to get through. Some reporters reflect, public phones can't get through, such as through there was no reply is one of the most maddening phenomena. Hotline staff, telephones, seating is less common problems hotline, so the rush is often difficult to get through, people had better try to call during off-peak. In this regard, some interviewees indicated that off-peak hours are non-work time.


Zero-point consulting survey, 333 prefecture-level cities across the country, 32.1%-12345 open government hotline cannot be reached. Hotline eventually get through, but suffered from one or more calls were unanswered, is busy, wait time exceeds 30 seconds, and so on.


--Difficult to communicate. She saw last year in Guangzhou, a scenic boardwalk, this broke down a notch, immediately call the repair hotline 114 asked municipal gardens Department. After you go to the hotline, she explain positions and issues that staff gave her another number. After trying 3 numbers, personnel on duty told Ms Bell, did not know what to do with, and had been close to 6 o'clock in the afternoon, workers are off work. Bell asked the attendant will telephone the Secretary tell themselves, Chi asked, was "Secretary phone how can I give you? ”


It is understood that the hotline connecting personnel answer the question, "I could answer only so much" "I don't know", such as high frequency, although most use civilized language, but it is difficult to communicate effectively made many complaints about crazy.


--Difficult to do. Journalists earlier this year in Changchun light rail vehicle compartment temperature is too low call 12345 Mayor of Changchun public phones. Since then, although authorities reply several times, but is limited to explanation of the current situation, compartment temperature is too low the problem has not been resolved.


At the zero point consultation report, unsolvable problem of low public satisfaction. Survey results show, after dialing 12345 hotline can directly and quickly to the policies and regulations FAQ hotline under one-third (27.2%), the rest of the recommended contact related departments to solve, but only 17.1% 12345 hotline for callers to transfer directly and 12345 hotline can only play a role of directory assistance.


  Public phone key to effective


In recent years, although some areas explored in raising public hotline service quality, but overall, public hotlines in particular Mayor, public phone and other important routes, where there is not satisfactory. In dealing with issues involving cross-sector, cross-level, or complicated matters, the sake of duty, function, buck and other reasons, the problem cannot be resolved in a timely manner.


Li Jingkai believes that Government hotlines quality because of less than people expected, partly as some of the public official does not establish a sense of service to the people, management is not in place, the lack of institutionalized and standardized requirements; the other is that some government departments announced hotline numbers, after ignoring management and services, no in-depth study of ways to really hot line for people to solve problems.


"The hotline was built very quickly, also arranged for wiring agents, operators also pay attention to courtesy and manners, but most people are simply picking up the phone, people need to address the specific issues, I do not know how to answer, not knowing what to do, so cannot really solve the problem. "Li Jingkai said.


Chinese Vice President quartz believes that hotline is not convenient, is another form of inaction. In fact, both hotline and the Internet business platform are just external form, can play a good role, the key lies in the Government and public officers are there for the people's consciousness of service.


To resolve this problem, on the one hand to further strengthen education for government departments and officials, on the other hand the relevant examination should also be more results-oriented. Hotline to establish a record of registration, backtracking mechanism, to have regular inspections, monitoring, feedback, through regular visits to the masses, or the introduction of third party assessment, effects assessment hotline.


Some hotline competent sector recommends, to makes public phone better to play "response people concerns, and solution people problem" of role, both optimization accepted, and processing, and settles of work process, established accepted and that do link of collaborative mechanism, also to will General Advisory matters, and stage advisory matters and masses special concern of, and involved people vital interests of matters for Combs, variable passive undertake masses Advisory for active released information and immediately response. (Half moon on journalist Liu Shuochen JI Chen)


Source: ban Yue Tan network



Responsible editor: Zhao Jiaming SN146





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媒体:热线沟通难 市长公开电话拨百次无法接通|热线_新闻资讯

  原标题:政府热线沟通难 打100多次仍无法接通(图)


  热线电话是百姓与有关部门及单位沟通的渠道之一。然而半月谈记者调查发现,部分地方公开电话多达数十个,却存在电话难打通、难沟通、难办事等问题,不仅使得热线电话难以发挥应有效力,也给政府公信力带来了负面影响。



  热线不热,群众“搓火”


  政府设立热线电话的宗旨,就是给百姓提供咨询和投诉的渠道,方便百姓办事。这本是便民利民的好事,然而一些地方好事没有办好,让群众很是“搓火”。记者搜索发现,网络上有很多网友发帖,表达对政府热线电话的失望。


  记者近日在多个时段拨打多地的市长公开电话等政府热线电话,发现不少存在等待时间过长的情况,要么长时间占线,要么拨通后无人接听。在拨打东北某中心城市的市长公开电话时,记者连续拨打100多次无法接通,也没有任何语音提示信息。不少群众向记者反映,用半小时甚至1小时以上才能打通政府公开电话的现象十分普遍。


  吉林省辽源市市民王先生告诉记者,今年春节前夕,他发现市区内部分出租车不打表,想将这一情况通过投诉电话反映给出租车管理部门,结果虽然电话可以打通,但工作时间内始终无人接听,他想投诉的问题最终没有得到解决。


  家住北京双井地区的崔女士,因机动车占道问题多次拨打交管部门122投诉电话,虽然每次接线员都礼貌地表示会将相关投诉转有关部门处理,但多年来双井至广渠门北侧路边饭店停车长时间、大面积侵占人行道、盲道和自行车道问题始终未能解决。“要么打了不接,要么接了白接,不解决问题的热线电话就是摆设,这不是逗老百姓玩吗?”崔女士说。


  类似现象在其他地方也并不鲜见。中国市场学会服务质量专业委员会2015年1月至8月间对京津冀环渤海地区进行暗访,共涉及21个市区县与百姓生产生活关系密切的317个政府部门的便民服务电话,调查报告显示,这些便民电话的服务质量合格率仅为36.9%。


  包括政府部门、第三方机构以及公共事业单位在内的公共服务热线,由于整体服务质量不佳,已经在群众心中产生了不好的印象。零点咨询去年进行的公共服务热线公众印象调查显示,96.9%的公众至少听说过一条公共服务热线,但提到对其印象,仅有28.8%肯定是“亲民好举措”,54.7%认为“有些鸡肋”,还有16.5%认为“纯属摆设”。


  “三难”:难打通、难沟通、难办事


  中国市场学会服务质量专业委员会常务副会长李敬凯说,调查发现,公共热线电话存在的主要问题包括:“热线电话”不“热”,很多是无人接听或长时间占线的无效号码;业务不熟,回答问题不全面不负责,让百姓来回奔波;首问负责不落实,拨打多个电话才找到对接人等。由于这些问题长期得不到解决,群众对这些热线电话失去了信心和耐心,久而久之影响到政府在群众心目中的形象。


  记者调查发现,电话难打通、与接线员难沟通、问题难解决已经成为公共热线电话的三大弊病。


  ——难打通。一些群众向记者反映,公开电话打不通、打通没人接等是最让人抓狂的现象。有热线电话工作人员表示,电话多、坐席少是热线电话普遍存在的问题,所以高峰时段往往很难打通,市民最好在非高峰时段试着拨打。对此,一些市民表示,非高峰时段基本都是非工作时间。


  零点咨询调查显示,在全国333个地级以上城市中,32.1%的12345政府公开热线无法接通。一些热线虽然最终接通,但拨打时均遭遇过一次或多次无人接听、占线、等候时间超过30秒等情况。


  ——难沟通。广州的钟女士去年看到本市一条观光木栈道断了一截,当即拨打114询问市政园林部门的抢修热线。转至热线之后,钟女士说明具体位置和事项,服务人员给了她另一个电话号码。在尝试了3个号码之后,值班人员告诉钟女士,不知道怎么处理,而且当时已经接近下午6点,工作人员已经下班了。钟女士要求值班人员将局长电话告诉自己,遭到斥问“局长电话怎么能给你?”


  据了解,热线电话接线人员回答问题时,“我能回答的只有这么多”“这个我不清楚”等出现频率较高,虽然大多能使用文明用语,但难以有效沟通的态度让不少投诉者抓狂。


  ——难办事。记者今年初就长春市轻轨车辆车厢内温度过低问题致电长春市12345市长公开电话。此后,虽然得到了有关部门的几次回复,但回复内容仅限于对现状的解释,车厢温度过低问题一直没有得到解决。


  在零点咨询的调查报告中,群众反映的问题难以解决拉低了满意度。调查结果显示,拨打12345热线后,能够直接、快速对政策法规答疑解惑的热线不到三分之一(27.2%),其余的均建议联系分管部门解决,但其中只有17.1%的12345热线能为来电者直接转接,其余12345热线则仅能起到查号台的作用。


  政府公开电话关键要有效


  近年来,虽然部分地区在提高公共热线电话服务质量方面进行了探索,但总体来看,公共热线电话尤其是市长公开电话等重要线路,还存在很多不尽如人意的地方。在处理一些涉及跨部门、跨层级或疑难复杂事项时,因职责不清、职能部门相互推诿等原因,造成问题无法得到及时解决。


  李敬凯认为,政府热线电话质量之所以长期达不到百姓预期,一方面是由于部分公职人员并未树立为民服务意识,管理不到位,缺乏制度化、规范化要求;另一方面是由于一些政府部门只管公布热线号码,忽视了之后的管理和服务,没有深入研究如何真正通过热线为百姓解决问题。


  “热线建得挺快,也安排了接线坐席,接线员也注意文明礼貌,但接电话的人多数属于照本宣科,对于老百姓需要解决的具体问题,不知怎么答,也不知怎么办,这样无法真正解决问题。” 李敬凯说。


  中国社会学会副会长石英认为,便民热线不便民,是另一种形式的不作为。其实,无论是便民热线还是网络办事平台,都只是外在形式,能不能发挥好作用,关键在于政府部门及公职人员是否有为民服务的意识。


  要解决这一问题,一方面要进一步加强对政府部门和公职人员的教育,另一方面相关考核也应更加注重实效。热线电话要建立登记、记录的可回溯机制,要有定期的检查、监督、反馈,可以通过定期回访群众,或是引入第三方评估,评定热线效果。


  一些热线电话主管部门建议,为了使公开电话更好地发挥“回应百姓关切、解决百姓问题”的作用,既要优化受理、处理、办结的工作流程,建立受理与即办环节的协同机制,也要将一般性咨询事项、阶段性咨询事项以及群众特别关注的、涉及百姓切身利益的事项进行梳理,变被动承接群众咨询为主动发布信息和立即回应。(半月谈记者 刘硕 陈寂 陈晨)


  来源:半月谈网



责任编辑:赵家明 SN146





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