Introduction to the 12345 Street Complaint Handling and Dispatch Management Information Platform

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12345 Street Complaint Handling and Dispatch Management
 
The "12345 Street Complaint Handling" information platform is one of the channels for the government to solve community livelihood problems. It is an information infrastructure construction that is related to benefiting the general public and improving the quality of life, and will undoubtedly play a greater social role.
The "12345 Complaint Handling and Dispatch Management" platform in Beijing is an efficient platform for serving the people and addressing a large number of demands from community residents. In 2019, a three-level undertaking system was established at the city, district, and street levels. Based on the complexity of public demands, the response level of public demands was divided into four levels: 2-hour, 24-hour, 7-day, and 15 day. For the demands of basic living security for the masses such as water, electricity, heat, etc., it is required to provide feedback within 24 hours. In 2020, we will establish an online "12345" system and open a direct channel for social and public opinion. Expand channels for reflecting public demands, build an intensive 12345 online interactive platform that supports multiple terminals, and promote the deep integration of grassroots governance and information technology.
At present, the information terminal is connected to the 12345 information office of the street, and the street needs to query the tasks within its jurisdiction on the platform, and then allocate them to various departments or communities to solve them. Due to the fact that each street has to handle tens of thousands of cases every month, relying on manpower to send text messages, WeChat, and make phone calls to arrange, track, supervise, review, and report all cases would be a huge workload, requiring a large amount of manpower and inevitably leading to occasional mistakes. Sending orders downwards through SMS and WeChat carries the risk of difficulty in ensuring information security! Urgently needed is a dispatch management information platform. "XXX" Street has developed a "12345 Street Complaint Handling Dispatch Management" system, which greatly improves work efficiency.
 
1、 The "12345 Street Complaint Handling and Dispatch Management" information platform has the following functions:
1. Connect to the city level platform at any time, monitor cases belonging to the jurisdiction at any time, and confirm the "receipt". It is also possible to report completed or pending accounts within the jurisdiction to the city level platform, that is, "disposal feedback". For cases that do not belong to this street, they can be "returned" for processing.
2. The platform in this jurisdiction has various electronic monitoring and supervision measures such as supervision, instructions, reminders, and assignments, which promote efficient and transparent case handling:
(1) Store the organizational structure of communities and departments at all levels on the platform, as well as the specific personnel responsible for division of labor management;
(2) Define processing time limits for various events, alarm time limits, and define standard processing methods;
(3) This platform provides PC platform software and mobile APP software, with "sound and light" prompt messages for receiving cases.
(4) Cases that have been "signed for" and claimed can be distributed to various relevant departments and communities, with responsibility assigned to individuals;
(5) Initiate Cases ": Cases can be collected and initiated in the community. In addition to cases from the 12345 platform, this platform can also proactively initiate some cases that serve the people, striving to resolve issues before filing complaints in the group. Such cases do not need to be reported;
(6) 'Query': Street leaders can 'query' the platform's reporting information at any time and 'give instructions' on important cases;
(7) Supervision, urging, instructions, and delegation ": Street grid office staff and relevant leaders can issue" supervision "," urging ", and" instructions "information on cases;
① Supervision: The leaders of the disposal center can supervise the handling of key cases and issue reasons and opinions for supervision. The leaders can supervise the entire process of case handling. During the case circulation process, the personnel handling each node can see the supervision identification of the case, as well as the reasons and opinions for supervision;
② Urgent processing: The leaders of the disposal center can urge the processing of key cases and issue reasons and opinions for urging processing. The leaders can urge the processing of cases with slow progress. During the case circulation process, the processing personnel at each node can see the reasons and opinions for urging processing;
③ Delegation: Street grid office staff and relevant leaders can use the "delegation" function to designate specific departments, such as relevant department communities or specific staff, to handle designated cases;
④ Instructions: The leaders of the disposal center may provide instructions and opinions on the case;
 
(8) Reject: For cases where the closing data processed by subordinate units does not meet the requirements, reject them and allow the subordinate units to continue processing. If the system requirements and user requirements have been met, reject them;
(9) 'Return': For cases that do not belong to this jurisdiction and are mistakenly sent, a 'return' operation can be performed;
(10) 'Hanging accounts': For cases that are in the process of being processed but cannot be completed within the system's limited time,' hanging accounts' can be done;
(11) 'Recovery': Cases where one discovers allocation errors can be 'recovered' before being accepted downstream;
(12) Removal: Cases with unreasonable demands can be removed;
(13) Report Review ": After the completion of the handling of cases in the community/various departments, the" report review "is sent to the street disposal center, which reviews whether the processing results are reasonable and satisfactory. Then, the street disposal center" reports "to the district 12345 hotline service platform
(14) Assessment and statistical analysis, providing comprehensive assessment and statistical analysis functions from multiple dimensions such as case source, category, department, follow-up, satisfaction, quantity, unreasonable demands, completion rate, etc.
(15) Support multiple search modes, with a focus on data analysis. Fuzzy search. Different characters can also be associated, misspelled, misspelled, homophonic but different characters, and so on
(16) Export ledger to Excel, with classification reports and export functions such as selectable time periods, selectable types, and selectable regions; Even some cases can be selected for output at will.

3. Security requirements for the "12345 Street Complaint Handling and Dispatch Management" information platform
Due to the storage of a large amount of information related to the public in the system, multiple efforts have been made in information security;
(1) The application server of this platform can be deployed to the Internet, and the data server can be deployed to the second or third level cloud server environment;
(2) The login control and identity authentication of this platform comply with the corresponding software national testing standards. The software contains corresponding logs and information audit information;
(3) Restrictions have been imposed on the functionality of web browsers, access to databases, auditing of various data operations, and effective management of remaining information in terms of information access permissions;
(4) In terms of personal information protection, only the information that must be verified is collected, and there is a strict management plan in place. We do not intentionally collect personal user information and do not support query and retrieval services for personal privacy information.