"What can 12345 do? Don't do anything." "As long as the person who hits 12345, this person is basically abolished." Recently, Li, a resident of Hengshui City, Hebei Province, was inquiring about the payment of property fees and other related issues. , Was reprimanded by Bai, a staff member of the Property Section of the Construction Bureau of the City’s High-tech Zone.

This ridiculous talk aroused public attention.

At present, Bai has been suspended for inspection, and the District Commission for Discipline Work will further investigate and deal with it.

　　The 12345 government service convenience hotline is connected to the government at one end and thousands of households at the other end. It is the "heart-to-heart bridge" between the government and the people.

The masses often think of calling 12345 for help or complaints when encountering major issues and minor affections, which shows their status and weight in the hearts of the masses.

As a staff member of the functional department, Bai not only failed to help Li solve the problem, but also openly reprimanded and sarcastically called the people who dialed 12345, and even suspected of throwing the pot and stigmatizing 12345, which was confounding.

On the surface, this is a matter of communication methods, and his words are irresponsible, but his tone of teaching the masses shows that he did not take the interests of the masses in mind.

　　In fact, this phenomenon has exposed the disconnection between the "front office acceptance" of some local government service hotlines and the "back office processing" of functional departments.

The 12345 hotline is a channel for the masses and enterprises to report to relevant units and functional departments when they encounter difficulties or problems. It is responsible for receiving enterprises and masses’ appeals and answering general inquiries. It does not replace functional departments. Departments handle relevant business and implementation according to the division of responsibilities. Supervision, law enforcement and emergency response, etc.

The key to whether the demands of the masses can be truly resolved is whether the functional departments that are connected are effective.

If the latter's handling and handling capabilities cannot keep up, the people who are asking for help will be embarrassed, which will also damage the credibility of 12345.

The "Guiding Opinions on Further Optimizing Local Government Service Convenience Hotlines" issued by the General Office of the State Council requires that the connection between appeal acceptance and business processing should be adhered to, so that the government service convenience hotline can be received faster, more accurately distributed, and more practical.

　　In the final analysis, the "convenience" of the government service convenience hotline and the convenience of phone calls are only the basis. The key is that the relevant functional departments want to do things, be able to do things, and get things done.

In recent years, while the overall style of party members and cadres has continued to improve, there are also some people who have not completely changed their ideology, and they show their tails without paying attention.

In terms of just solving the demands of the masses, there are some who are talking, some are perfunctory, and some are pretending to be deaf because they are afraid of saying the wrong thing.

If you don't seriously address the demands of the masses, if things go on like this, the hotline will really become a display, chilling the hearts of the masses.

　　Regarding the demands of the masses, party members and cadres should change their positions, compare their hearts with each other, and try their best to help solve them, rather than push them out.

After the incident was exposed, the local government stated that it would solve the problem in accordance with laws and regulations.

Other localities and departments should also take this as a warning, draw inferences from one another, respond to the demands of the masses in a timely manner, sincerely help the masses solve problems, and make 12345 truly a convenient, efficient, standardized and intelligent "general customer service" for government services.

　　Author: Chen Li