Summary of the Mayor’s public telephone handling work in 2019

In 2019, under the care and guidance of the municipal government's mayor's public telephone office , we insisted on the “mayor's public telephone” as a bridge close to the society and a link to the people in the public telephone handling work of the mayor, with full enthusiasm and high responsibility. The spirit of the people has effectively solved the hot and difficult issues of concern to the people, and the quality of public telephone handling has been significantly improved. This year, we received a total of 114 public telephone calls, of which 32 were handed over by the mayor's public telephone room, and 82 were publicly accepted by the department. The feedback rate and the settlement rate reached 100%. Our main practices are:

First, the leadership attaches importance to the sound system

The leadership of our team attaches great importance to the mayor's open telephone handling work, and the designated cultural market management office and a staff member are responsible for the daily telephone work of the mayor. The leaders of the bureau also often emphasized the importance of the mayor's public telephone handling work at the meeting, requiring all law enforcement officers and responsible personnel to attach great importance to and support the mayor's open telephone handling work, and regularly check the results of public telephone calls and listen to important matters. The feedback from the results asked the caller to do everything about the Mayor’s public phone call to ensure that the settlement rate and feedback rate reached 100%.

This year, we also attach great importance to the construction of the office system, constantly improve the handling methods for the mayor's public telephone, and establish and improve various systems. First, refine it on the programmer. After the caller is required to answer the phone and record it, the general affairs will be arranged by the responsible person in charge of the department; the important matters will be proposed by the person in charge of the office, and after the approval of the leader in charge of the bureau, the implementation will be implemented separately to ensure the “mayor”. From the time of answering, signing, and handling, the public telephone will not be dragged or pushed, and there will be instructions, registration, and feedback on the telephone records. Second, a clear code of conduct and specific requirements were developed. The callers are required to have a strong sense of responsibility and a highly responsible attitude towards the people of the people, do a good job in handling the speech, and always carry out the work of quality and efficiency. In the process of answering and handling, the caller insisted on Mandarin and civilized language, patiently answered, and recorded in detail, never had a cold attitude and a hard language. At the same time, the caller should be required to fill in the telephone registration form in a timely and conscientious manner, and implement the responsibility for handling the words at all levels so as not to miss the report or not.

Second, earnestly handle, and seek practical results

During the process of the mayor's public telephone call, we realized that the public's call to the mayor for public telephone feedback was based on the trust of the government departments, confiding their difficulties and sufferings to the government departments, and asking for help with hope. If we are indifferent in the process of handling, we will lose the trust and support of the people. Therefore, in the process of the mayor's public telephone handling, we clearly stipulate that the caller must adhere to the principle of “serious, responsible, prompt, timely, high-quality and efficient”, and insist on the public call of the mayor, and urgently, the special affairs. do. Anyone who has a clear situation and a reasonable request shall immediately give a reply; if the request is reasonable, but the policy lacks a policy basis, the situation shall be explained to the public, and the understanding and support shall be made; the situation is unclear, the facts are unclear, or the bias is biased. The people who call, patiently explain the situation, clarify the policy, and eliminate misunderstandings. In order to encourage the callers to further improve the quality of public telephone handling, we also accept the enthusiasm, patience, care, and concern when accepting public calls. Whether it is full of love and self-conceived for the people as the year-end assessment of the callers An important reference. Since we usually pay attention to the training and education of the service level and service awareness of the public telephone callers, we have accepted the civilized reception and enthusiastic service in the process of public telephone handling, and we have made a good response to the public telephone handling and all the echoes. The basics.

Third, intervene in advance, do a good job of implementation

Years of practice has made us realize that people have regular rules for making public calls. In order to master the initiative of public telephone processing, we pay attention to the actual situation, think ahead, analyze and study the people's complaints, especially sensitive complaints, which may occur in a period or a period of time, plan ahead, prepare for responding in advance and resolve conflicts in advance. jobs. For the students during the winter and summer vacations and the “May 1st” and “11th” holidays, the minors enter the Internet cafes, game machine rooms and individual newspapers and newspapers to sell illegal teaching aids. Coffee, game room, book and newspaper business units operate owners' meetings, learn relevant laws and regulations, strengthen publicity and education, sign business management books for online coffee business units, electronic game business units, book and newspaper business units; on the other hand, we hire “ The five olds are the Internet cafes and game machine room duty supervisors. They also set up a 24-hour report telephone duty system to further increase inspections and inspections, standardize the market order of Internet cafes and game machine rooms, and purify the environment. During the student's holiday this year, the number of complaints about minors entering the Internet cafe and game room was significantly lower than last year.

Looking back at the work of 2019, while summing up the experience, there are still many gaps in comparison with the requirements of the superiors. In the future work, we will continue to adhere to and implement the scientific development concept, strengthen team building, improve management standards, improve the service environment, further improve the efficiency of the open call in the market, and make new contributions to the comprehensive development of the cultural undertakings in Taizhou.

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