An "all-in-one" call center is expected to be put in use on a
trial basis by the municipal government for inquiries or complaints
from Shenzheners by the end of this year.
Citizens will be able to dial one number, 12345, to deal with
any of the 44 bureaus or departments run by the municipal
government, Thursday's Chinese-language newspapers reported.
The city government aims to provide a better and more effective
service for citizens, and put an end to the division of authorities
in the administration, the reports said.
A database of frequently asked questions will be set up, which
should ensure that more than 80 percent of inquiries can be
answered directly by telephonists.
Any unanswered inquiries, together with complaints, suggestions
and criticism, will be transferred to support staff for further
investigation.
"The hotline will provide a 24-hour service for the public, and
the call center is expected to be formally launched around October
and November this year," officials with the municipal government
said. The city government promises callers should have to wait no
longer than 15 seconds for their call to be answered.
"To remember the numbers of more than 40 governmental department
hotlines is difficult, which is why we have decided to combine the
numbers into one," said a spokesman for the information office.
The spokesman said the call center will follow individual cases
until they are satisfactorily resolved. Individual bureau or
department hotlines will close once the center is operational apart
from those for the police bureau, labor and social security bureau,
industry and commerce bureau, communications bureau, revenue bureau
and district governments.
China Telecom's 114 public enquiry hotline will also be allowed
to share the database of frequently asked questions.
(Shenzhen Daily January 12, 2007)