Passed Epidemic prevention and control "total customer service" 24 hours without closing
Daily average of more than 100 calls, the average working hours of 10 hours, the longest time from the first day of the 8 a.m. has been working to the next day at 3:00 a.m. ...... This is the epidemic during the Hefei City 12345 hotline phone acceptance center public **** health seat team leader on behalf of Dongli's work routine. During the epidemic, 12345 hotline call volume surge, statistics show that, as of May 17, 12345 hotline this year *** accept epidemic-related claims more than 1,052,000 pieces, a daily average of nearly 8,000 pieces. Among them, from March 21 to May 17, received more than 888,000 claims related to the epidemic, a daily average of more than 15,000 cases. In order to cope with the doubling of the volume of calls, Hefei Municipal Administration of Municipal Government Service actively take measures to deal with the beginning of April 12, on the deployment of 10 comrades stationed in the telephone acceptance of the sub-center, every day to carry out out the epidemic policy training, business capacity testing, telephone recording sampling, etc., and timely sorting of the problems, the formation of the list of problems, a day a notice, a day a rectification. At the same time, the 12345 hotline phone acceptance center is also the first time to enter the emergency emergency state, according to the characteristics of the caller, take the initiative to docking public security, data resources, epidemic prevention and control office and other units (departments), in advance of the scheduling of emergency preparations, "according to the needs of epidemic prevention and control of the relevant personnel assigned to the code, which will result in the increase in the amount of dialing the hotline consulting. " Telephone reception center manager Hu Lijuan told reporters, according to the hourly call volume change characteristics, telephone reception center through the scheduling of dynamic optimization adjustments; cross-coverage handover; in addition to the normal scheduling, the focus of the time to arrange for the preparation of personnel and other ways to ensure that the hotline 24 hours at any time to play through. In the 12345 hotline phone acceptance center, posted such an all-staff initiative, calling on all operators to take the initiative to extend the working time, "strive to more than one phone call." This year, "May Day" period, the mayor of Hefei Hotline Office of all staff did not take a vacation, to strengthen the holiday duty and acceptance of requests for guidance. At the same time, the acceptance center also carried out home seat practice and application, through the VPN encrypted access, to achieve the operator home can also answer the phone. "A detailed record of everyone's overtime hours was made, and corresponding rewards and transfers were made." Hu Lijuan said. As a team leader, generation of Dongli in addition to answering the hotline, but also bear the task of training the team members, the time is more and more intense. In order to squeeze out the time for training and learning, she has developed the habit of drinking less water, eating faster, and going to the bathroom as little as possible during working hours.Accurate answer "knowledge base" updated at any time to strive to reply authoritatively and accurately
Thousands of people, each caller consulting to reflect the problem is different, how to ensure that the reply given authoritatively and accurately? Hefei Municipal Government Service Administration the first time to send a special person stationed in the city epidemic prevention office, the whole process, comprehensive and seamless, in accordance with the latest epidemic prevention and control policies and notices, the formation of a unified response to the relevant epidemic claims caliber, and the organization of the operator in a timely manner to learn."Knowledge base" is the operator to reply to the hotline weapons, in order to ensure that the reply is accurate, Hefei Municipal Administration of Municipal Government Services arranged for a person to dock the city epidemic prevention office and the epidemic prevention and control of the task force, requiring the task force liaison officer to ensure that the 24-hour docking fluent and the establishment of the work of WeChat group docking day-to-day work in a timely manner will be the latest epidemic prevention and control of policy in the form of questions and answers recorded in the form of knowledge and understanding. The latest epidemic prevention and control policies are organized in the form of questions and answers and entered into the knowledge base. As the public consulting problems and fine, there are some issues may be in the knowledge base may not have a unified approach for the time being, for these cases, the telephone reception center to arrange for a person to summarize the problem reported to the Mayor's Hotline Office, and then docked to the class liaison, liaison officers need to be completed at 10:00 p.m. each day before the feedback.
The constant updating of the "knowledge base" tests the responsibility of each operator. Telephone reception center will be organized through the pre-shift training, two tests a week and other forms of online and offline training and learning, but also in the relatively low volume of calls during the period, call the phone to ask questions to test, if the answer is not accurate enough, will be directly online coaching. This kind of random sampling form, also let the operators always tighten the string of rigor.
Turned fast Tandem multi-departmental full closed-loop supervision
"Thanks to you guys, the efficiency is really high!" Fruit truck driver Mr. Wang in the completion of the three days two inspections and upload the nucleic acid report, did not turn the code in a timely manner, because of the fear that the car loaded with fresh fruits rot, then to the 12345 hotline for help. After staff contacted the Yaohai District Data Resources Bureau and Daxing Town, the same afternoon, Ankang code to green code, the whole process is just a short more than four hours, happy that he again dialed 12345, praised the efficiency of the staff, and boasted that the 12345 is really useful. The 12345 hotline handled pieces, especially urgent cases such as emergency, highlighting a "fast" word, must be the first time to docking processing, to ensure that it is done quickly, well done. Hefei Municipal Administration of Government Services Bureau of each important emergency pieces, are arranged to follow up on the person to urge, supervise. Hefei Mayor Hotline Office and the relevant departments also take turns to take shifts, the night to the telephone reception center on duty, on-site supervision, coordination, scheduling, to solve urgent problems, in the event of an important emergency, direct telephone contact with the municipal departments of the main leaders, counties and districts, "a hand", by its personal scheduling, rapid resolution. Some of the Binhu district sealing control period, dozens of long-term need for dialysis patients how to treat? Phone acceptance center online and offline docking hospitals, communities and every patient, to ensure that each of them in a special time was closed loop transfer to a special place to receive dialysis, no one so delayed treatment. Critically ill patients from abroad are in urgent need of medical treatment in Hefei, and every call for help, 12345 has a tripartite call to 120 to ensure that the entire closed-loop transit, outbound call to the health sector, to determine the receiving hospitals, to contact the jurisdiction of the high-speed intersection to release, through the entire link, will be the various sectors of the chain into a closed loop. From the moment the phone is connected to the beginning of the moment, each flow of the process and link has a person to track and supervise, until the patient successfully live in the hospital to receive treatment, the whole process is over. Some high-risk cities in the epidemic during the commercial logistics interruption, some long-term need to take medication for patients facing the situation of drug cuts, for such requests for help, the 12345 hotline staff will be recorded in detail, the first time to contact the civilization office of the city of Hefei, the volunteers organized by its call to pick up the medication transported to the high-speed intersections, and the local personnel relay to pass the love.Doing a good job of transferring people's voices and building bridges of communication
On February 9, this year, Hefei introduced the stabilization of enterprises to increase the efficiency of the nine articles, the last of which proposed the opening of the 12345 hotline "for the enterprise service" seat, the establishment of a unified acceptance, according to the responsibility of the handover, the deadline for the completion of the work, return visits, analysis and notification of the whole process. Supervision, analysis and notification of the whole process of closed-loop handling mechanism, timely resolution of business demands. The company's business has been running efficiently since its inception, and it has made a lot of sweat and hard work. Opening up the "green channel" of the "one-key direct access" of the manual reception of enterprise-related appeals; research and development of the "voice transcription" and "work order summary" and other functional modules. Functional modules such as "voice transcription" and "work order summary", real-time call voice to text; simple enterprise-related claims to answer the call, or a special seat to answer directly, or through the "three-way call", "transfer" way to connect to enterprise-related departments "Policy Commissioner" online answer; can not be directly answered online complex claims, the chair within one hour to submit electronic work orders, handing over to the functional departments, contractors within two working hours to contact the enterprise docking, classification and time limit, emergency response, consulting, complaints, respectively, in the handing over of two hours, one working day, five working days to close and reply to the enterprise. The emergency category, consultation category and complaint category matters will be finalized within 2 hours, 1 working day and 5 working days respectively. In order to ensure that all matters in place, the Mayor's Hotline Office in all enterprise-related claims within 1 working day will arrange for a person to call back. According to statistics, February 7 to May 15 this year, "for enterprise service" seat has received a cumulative total of 31,252 enterprise claims, a daily average of 319, through the integration of all forces to actively coordinate the handling of direct answers to 28,811, the direct rate of 92.2%; "policy commissioners "Online answer 376 pieces, online answer rate of 1.2%; forwarded to the responsible unit for the response to 2065 pieces, has been closed 2014 pieces, with a "heart to heart" attitude, "do it now" speed, "Do it well" strength, and strive to provide professional and standardized services for enterprises, so that enterprises can feel the warmth of the "snow", "umbrella in the rain" intimate. The masses and enterprises through the 12345 voice, although each phone call to pass is a case, but the massive social and public opinion gathered together, it has become a data "gold mine". Massive data analysis, the formation of special reports for the municipal government of Hefei City decision-making to provide reference. The two ends of the phone, touching the hearts of countless people, the relationship between the big and small Hefei.