12319 is an urban construction service, which is a special number for public welfare services in the national construction industry determined by the Ministry of Construction and the Ministry of Information Industry, covering various aspects such as public transportation, water supply, gas, heating, and construction markets. The system makes full use of modern information network, information and communication technology, as well as various effective means of communication of current information technology to build a bridge between citizens and management departments. It facilitates the communication and exchange between the urban management department and the citizens, so as to better solve the urban management problems encountered in life. It is an important measure to integrate the management and service resources of the construction system and improve the management and service level.
System features:
(1) Advanced technology and diverse contact methods
The 12319 urban construction service system is centered on the world, with a variety of modern information means such as WED, short message, fax, e-mail, etc., and the use of the world's advanced call center technology, information access and network technology. Combined with the characteristics of urban construction service business, through multiple ways, such as voice, fax, Internet and other forms, to complete the interconnection with the general public and network units at all levels of the urban construction system.
(2) Facing the public and focusing on service
12319 urban construction services** as a service system for the whole society, will unify the functions of units at all levels of the urban construction system into a service platform, which involves urban water supply, gas supply, heating, municipal, city appearance, urban transportation, landscaping, urban planning, urban law enforcement, housing management, sanitation, street lights, construction market, construction engineering quality and safety supervision and other industries closely related to the lives of citizens, the scope of work throughout the city's districts, while covering the urban construction committee, planning bureau, urban construction bureau, transportation bureau, The Real Estate Bureau, the Administrative Law Enforcement Bureau, the Civil Air Defense Office, the Street Lamp Bureau and other 8 construction system functional departments, as well as the Municipal Water Supply Company and the Municipal Gas Corporation.
(3) The design is reasonable, convenient and fast, and the role is prominent
Through the 12319 urban construction service system, the general public can inquire about the laws and regulations related to urban construction, the functions and responsibilities of business departments at all levels, business handling processes and other information, and can also easily and quickly criticize, opinions and suggestions on urban construction work efficiency, work quality, work style, and law enforcement issues, and directly reflect them to relevant business departments through services. Through the 12319 urban construction service, all levels and departments can also directly feedback the public through the service center for their services and complaint handling.
The 12319 Urban Construction Service** system also has the following characteristics:
Unified ** number.
Unified features.
Unified management interface.
Unified data management.
Uniform high standards of public service.
Convenient, fast and secure information transmission technology.
12319 Main Functions of Urban Construction Services**
12319 Chengguan Service**For the society and users, we will handle various businesses such as repairs, complaints, reports, consultations, and suggestions. Realize unified number call-in, full-menu IVR voice navigation service, and can automatically transfer and queue **accompanying recording, etc., a full range of services.
1. Incoming call pop-up function:
When there is a new ** call, the system will automatically pop up the event registration form; If it is a number that has been recorded, the system can automatically search and pop up the contact, organization and previous call history and other relevant information related to the number.
2. Recording module:
Each situation reflected through the **, the system can record the whole process, and associate it with the corresponding event record, which is convenient for event processing and future query, and the file can be backed up at any time as important evidence to preserve.
3. Intelligent traffic allocation:
12319 Urban Management Service** can dispatch tasks to the responsible units through the situation of citizens.
4. Event processing module:
Once you have completed the above registration form, click Save and the registration form will be saved. The on-duty personnel can choose whether to handle the next step according to the specific situation of the event, and if they do, they can continue to click to process the event.
The following is the following diagram for the event processing:
5. Artificial agent:
It can also be an interactive auto attendant. Truly realize 7*24 hours of consulting services: even in the case of unattended, customers can also get the system to carry out voice consulting services by dialing the customer service center number.
6. Call records and statistics
For some emergency reports or notifications, direct communication is required. As the person responsible for important events, whether they were notified at the first time, the number of notifications and the number of responses need to be recorded in detail as the basis for determining responsibility in the future.
7. Voicemail function:
For holidays or other special reasons, if you can't talk directly to the attendant, you can enable the voicemail function. Visitors' messages are saved in the system and can be easily listened to.
8. Remote distribution of agents:
Based on a good office network, the system can directly deploy agents to the remote, so as to effectively realize the collaborative work between departments.
Process analysis
The specific service process of the 12319 urban management service system is divided into the following seven stages: problem reflection stage, acceptance stage, sorting stage, task dispatch stage, processing stage, feedback stage and return visit evaluation stage.
(1) Problem reflection stage:Citizens report the matter to the ** command center by dialing 12319.
(2) Acceptance stage:The command center accepts information transmitted by citizens through various means such as fax, text message, and the Internet.
(3) Separation stage:According to the division of internal responsibilities, the system clarifies the responsible units according to the problems of the citizens.
(4) Assignment Phase:The command center issues instructions to the responsible units through computer networks, faxes, etc., and transmits the processing notices to the relevant units.
(5) Processing stage:The responsible unit shall dispatch a handling team according to the processing notice to deal with the incident within the specified time.
(6) Feedback Stage:The responsible unit shall feedback the processing results to the command center according to the processing results of the processing team.
(7) Return visit evaluation stage:The command center pays a return visit to the citizens to be satisfied.