China News Service, April 20th, according to the website of the Ministry of Transport, the General Office of the Ministry of Transport issued the "Notice on Unblocking Complaints and Reporting Channels to Further Improve the Service Quality of the 12328 Transportation Service Supervision Telephone Operation" (hereinafter referred to as the "Notice") on the 19th. .
The notice emphasizes that the role of the 12328 hotline must be fully utilized, and the “layer-by-layer” and “one-size-fits-all” problems reported by the masses should be persuaded to return.
The notice pointed out that the current situation of prevention and control of the new crown pneumonia epidemic is severe and complicated, with prominent problems such as the interruption of the "aorta" of some expressways and the "unsmooth ends" of transportation and logistics. Issues such as "adding layers by layer" and "one size fits all" are strongly reflected.
Local transportation authorities should give full play to the important role of the 12328 hotline in policy consultation, opinion collection, and report handling, etc., and provide timely answers to epidemic prevention and control, vehicle traffic control, epidemic prevention inspection sites and nucleic acid testing sites, and the issuance of passes. Information consultation on the vital interests of truck drivers, collect and sort out the problems and demands of relevant logistics companies and freight operators, and take effective measures in a timely manner to effectively solve them, prevent and resolve potential conflicts and hidden dangers, and maintain the overall situation of the stable development of the industry.
The notice requires that the competent transportation departments in various places should implement the responsibility system for the first acceptance of complaints and reports. For work orders involving multiple contractors, the first acceptance contractors should strengthen communication and coordination, implement handling responsibilities, and improve handling efficiency.
Especially for reports of major hidden risks and illegal acts that affect logistics security and supply chain stability, it is necessary to strengthen the collection and sorting, strengthen coordination and communication with relevant departments, and timely submit the local logistics security work mechanism. Promote timely and effective resolution of problems.
It is necessary to give full play to the role of the 12328 hotline, and to persuade the people to return the problems reported by the masses in "layer by layer" and "one-size-fits-all".
It is necessary to build a mechanism for collecting and reporting problems and demands that are linked, closely coordinated, and operating efficiently as soon as possible, innovate the governance model under emergency conditions, and improve the service quality and operation efficiency of the 12328 hotline.
The notice clarifies that local transportation departments should strengthen organizational leadership, refine the division of responsibilities, and guide the 12328 hotline service center to strictly implement the epidemic prevention and control measures, and strictly implement the leadership team and 24-hour on-duty system. Provide 24-hour human agent service, and areas where agents are merged should actively coordinate the 12345 hotline to do a round-the-clock efficient answering and transfer work.
The operator should promptly respond to the complaints and reporting calls of truck drivers, etc., patiently explain and communicate, and earnestly do a good job in recording and communicating information; Follow up the handling situation and continuously improve the service level of the 12328 hotline.