The 2022 (the Fourth Session) National Government Affairs Hotline Development Summit Forum was Held in Zhuhai
On September 23, the 2022 (the Fourth Session) National Government Affairs Hotline Development Summit Forum was held both online and offline in Zhuhai. The forum was hosted by the China Information Industry Association (CIIA), the School of Government (SG) of Sun Yat-sen University (SYSU), the Center for Chinese Public Administration Research of SYSU, and the China Telecom Guangdong Division, co-organized by the Customer Contact Center Branch of CIIA, Center for Digital Governance of SYSU, Development Alliance of Government Hotline, CCSO Assessment Center, Digital Governance professional board of CIIA, and organized by Caibo Institute of Smart Governance. This forum brought together over 400 people, including experts and scholars, and representatives from provincial and municipal government service hotlines and technology institutes nationwide, to discuss the high-quality service of government affairs hotlines.
Wang Qinmin, Vice Chairman of the 12th National Committee of the Chinese People’s Political Consultative Conference (CPPCC) and Director of the National E-Government Expert Committee
He Cuiqin, President of China Information Industry Association (CIIA)
Wei Wentao, Party Member of Guangdong Provincial Administration Bureau of Government Services Data
Zheng Dapeng, Party Secretary and Director of Zhuhai Municipal Administration Bureau of Government Services Data
On behalf of the host, Professor Tan Ankui, Dean of SG and Director of the Center for Chinese Public Administration Research, SYSU, reviewed the history of the development of China’s government service hotlines over the past 40 years and emphasized the important role of the 12345 government service hotline in making the systematic management of government more standardized, systems clearer, and policies more consistent. As the carrier of the people’s wish for a good life, the sound development of the hotline depends on the contributions of all hotline workers. So Professor Tan expressed his respect for these workers. Furthermore, he suggested that in an era of digitization and intelligence, we should further consider how to improve the 12345 government service hotline and the whole government service with digitization and intelligent technology.
Tan Ankui, Dean of SG and Director of Center for Chinese Public Administration Research of SYSU
Wang Xiangjiang, Deputy General Manager of China Telecom Guangdong Division
Wang Yimin, Director of E-Government Research Center of the Party School of CPC Central Committee (National Academy of Governance)
Release and Interpretation of the “Service Quality Assessment Report of 2022 National Government Service Hotline ”
He Cuiqin, President of CIIA, and Professor Tan Ankui, unveiled the “2022 Service Quality Assessment Report of 2022 National Government Service Hotline”. The report was interpreted comprehensively by Zheng Yueping, Director of the Center for Digital Governance of SYSU, Associate Professor and Doctoral Tutor of SG of SYSU, and Executive Vice President and Secretary General of the Government Hotline Development Alliance. He pointed out that the report reflected the current service quality of the government hotline, identified the problems of the hotline services and provided targeted suggestions. Furthermore, he suggested that we need to reposition the government service from the perspective of modernization, re-understand the government service from the perspective of “optimizing user experience”, re-examine the government service hotline from the perspective of “creating social value”, and continue to improve the quality of hotlines and local government’s governance and services.
CCSO National Industry Standard Certification Launching Ceremony
In the forum, the CCSO National Industry Standard Certification Ceremony was launched by Wu Yansong, vice president and secretary-general of the Customer Contact Center Branch of CIIA, Zheng Yueping, Director of the Center for Digital Governance of SYSU, Associate Professor and Doctoral Tutor of SG of SYSU, and representatives of seven government hotline centers, including 12345 Hotline of Gansu Province, 12345 Hotline of Jilin Province, Shenyang Municipal Business Environment Development Bureau, 12345 Hotline of Hefei, Government Hotline of Xiamen, Government Hotline of Foshan, and 12345 Hotline of Beihai. With the guidance of the standards, the service quality and operational management standards of government hotlines can be improved, and high-quality development of government hotlines can be achieved.
Presentation
Professor Zheng Yueping reported on the “Summary of Experience and Pattern of 12345 Government Service Hotline of Zhuhai”. The report pointed out that in the past decade, the Zhuhai hotline, which became the business card of Zhuhai’s development, has stayed true to our mission of serving the people and won a good reputation through systematic construction, a clear development path, and continuous innovation exploration. Looking ahead, the Zhuhai hotline will continue to explore innovative development with new ideas, technologies, and mechanisms. Furthermore, the hotline will provide better service to the public, promote innovation in governance, serve the developmental needs of Zhuhai, and elevate the national government hotline to a new level.
Roundtable Forum on “Government Hotline and Social Governance”
Sharing on “Government Hotline and Social Governance”
Sharing on “Digitization of Government Services”
In the afternoon, the themes of “government hotline and social governance” and “digitization of government services” were discussed by representatives from SYSU, Shanghai 12345 Public Service Hotline Management Office, Liaoning Provincial Business Environment Development Bureau, Administrative Examination and Approval Service Bureau of Ordos, Leshan City Heart to Heart Service Center, Administrative Examination and Approval Service Bureau of Nanning, Public Complaints Supporting Center of Hangzhou, Nantong Municipal Command Center of Social Governance Modernization, Guangdong Eshore Technology Co., Ltd., Epoint Co., Ltd., Iflytek, Co., Ltd., Guangdong Planning and Designing Institute of Telecommunications Co., Ltd., Huawei, and Yunqu Info, Co., Ltd. Representatives, who came from Hainan Provincial Integrated Government Services Hotline 12345, Suizhou Municipal Administration Bureau of Government Service and Big Data, Party Service Center of Anshan, Administrative Examination and Approval Service Bureau of Ankang, and Epoint Co., Ltd., participated in the Roundtable Forum on Government Hotline and Social Governance.
The 2022 (the Fourth Session) National Government Affairs Hotline Development Summit Forum was themed “Enhancing the service capacity of government hotlines and promoting the development of digital government”. Leaders from government departments, renowned experts and scholars, and government hotline managers nationwide attend the forum to exchange their experiences in the development of government hotlines with a focus on the high-quality development of government hotlines. The discussion aimed to improve the service and management of government hotlines, promote the value of government hotlines in the modernization of governance, enhance people’s sense of access, happiness, and security, and contribute to the effectiveness of government, a favorable business environment, and the exploration of new paths.
