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日前,在2020年全国政务热线发展年会上,福州市12345便民(惠企)服务平台入选全国首批共建“政务热线创新发展实验室”热线单位。福州市“智慧福州”管理服务中心荣获“年度卓越管理创新奖”“年度最佳服务案例奖”等两项荣誉,两名优秀员工获“卓越服务之星”“抗疫先进个人奖”荣誉。

近年来,我市全力打造12345“城市服务总客服”品牌,福州市“智慧福州”管理服务中心多措并举,全力推进平台服务质量的优化提升,从完善机制建设和拓展专项服务等方面入手,推动平台制度化、规范化、常态化管理。今年以来,通过推行驻点保障机制和诉求件分级预警等工作机制,12345平台诉求件批转准确率大幅提高,基本杜绝了逾期查阅、逾期办理现象。同时,不断拓展专项服务,提升平台服务能力,陆续上线“一企一议”服务专区、“房屋结构安全隐患大排查”线索举报渠道等多个专项服务。

截至目前,平台今年共受理诉求224.35万件,诉求件回复率、及时查阅率、及时回复率均为100%,群众满意率达到99.91%,各项指标均排名全省前列。

下一步,福州市“智慧福州”管理服务中心将继续推动热线整合,实现“一号受理”,优化流程和资源配置,强化技术支撑,实现热线受理与后台办理服务紧密衔接,健全接诉即办和督办问责机制,确保企业和群众反映的问题和合理诉求及时得到处置和办理。


来源:福州晚报
编辑:翁彬冰 责编:林真贞

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福州12345平台获多项全国荣誉

2020-12-24 10:56   福视悦动  

日前,在2020年全国政务热线发展年会上,福州市12345便民(惠企)服务平台入选全国首批共建“政务热线创新发展实验室”热线单位。福州市“智慧福州”管理服务中心荣获“年度卓越管理创新奖”“年度最佳服务案例奖”等两项荣誉,两名优秀员工获“卓越服务之星”“抗疫先进个人奖”荣誉。

近年来,我市全力打造12345“城市服务总客服”品牌,福州市“智慧福州”管理服务中心多措并举,全力推进平台服务质量的优化提升,从完善机制建设和拓展专项服务等方面入手,推动平台制度化、规范化、常态化管理。今年以来,通过推行驻点保障机制和诉求件分级预警等工作机制,12345平台诉求件批转准确率大幅提高,基本杜绝了逾期查阅、逾期办理现象。同时,不断拓展专项服务,提升平台服务能力,陆续上线“一企一议”服务专区、“房屋结构安全隐患大排查”线索举报渠道等多个专项服务。

截至目前,平台今年共受理诉求224.35万件,诉求件回复率、及时查阅率、及时回复率均为100%,群众满意率达到99.91%,各项指标均排名全省前列。

下一步,福州市“智慧福州”管理服务中心将继续推动热线整合,实现“一号受理”,优化流程和资源配置,强化技术支撑,实现热线受理与后台办理服务紧密衔接,健全接诉即办和督办问责机制,确保企业和群众反映的问题和合理诉求及时得到处置和办理。


来源:福州晚报
编辑:翁彬冰 责编:林真贞

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