我市建立健全12345热线诉求处理机制
<div class="wx_rich_media_content" id="jsWxContainer"><p style='text-align: center;' data-mpa-powered-by="yiban.io"><br><br></p><p style='outline: 0px; color: rgba(0, 0, 0, 0.9); font-family: system-ui, -apple-system, BlinkMacSystemFont, Arial, sans-serif; letter-spacing: 0.544px; visibility: visible;'>4月17日，记者从市政务服务和大数据管理局获悉，<span style='outline: 0px;color: rgb(0, 0, 0);visibility: visible;'><strong style='outline: 0px;visibility: visible;'>《孝感市提升12345政务服务便民热线“一人多次”“一事多人”诉求办理质效工作方案》</strong></span>（以下简称《方案》）日前印发，进一步建立健全12345热线诉求处理机制，着力畅通企业群众诉求渠道。<br data-filtered="filtered" style='list-style-type: none;visibility: visible;outline: none !important;'></p><p style='outline: 0px; color: rgba(0, 0, 0, 0.9); font-family: system-ui, -apple-system, BlinkMacSystemFont, Arial, sans-serif; letter-spacing: 0.544px; visibility: visible;'><br style='outline: 0px;visibility: visible;'></p><section data-tools="135编辑器" data-id="125643" style='outline: 0px; color: rgba(0, 0, 0, 0.9); font-family: system-ui, -apple-system, BlinkMacSystemFont, Arial, sans-serif; letter-spacing: 0.544px; visibility: visible;'><section style='margin: 10px auto;outline: 0px;border-bottom: 3px solid rgb(219, 229, 241);display: flex;justify-content: flex-start;visibility: visible;'><section style='outline: 0px;flex-shrink: 0;visibility: visible;'><section style='outline: 0px;width: 5px;height: 27.5938px;background-color: rgb(0, 112, 192);overflow: hidden;visibility: visible;'><br style='outline: 0px;visibility: visible;'></section></section><section style='padding-right: 6px;padding-left: 6px;outline: 0px;font-size: 16px;letter-spacing: 1.5px;color: rgb(0, 112, 192);visibility: visible;'><strong data-brushtype="text" style='outline: 0px;visibility: visible;'><span style='outline: 0px;font-size: 17px;caret-color: rgb(255, 0, 0);font-family: 微软雅黑, sans-serif;visibility: visible;'>《方案》明确了诉求范围和诉求标准</span></strong></section></section></section><section data-tools="135编辑器" data-id="125360" style='outline: 0px; color: rgba(0, 0, 0, 0.9); font-family: system-ui, -apple-system, BlinkMacSystemFont, Arial, sans-serif; letter-spacing: 0.544px; visibility: visible;'><section style='margin: 10px auto;padding: 13px;outline: 0px;background-color: rgb(251, 251, 255);visibility: visible;'><section data-autoskip="1" style='padding-bottom: 13px; outline: 0px; line-height: 1.75em; letter-spacing: 1.5px; background-color: transparent; visibility: visible;'><p style='outline: 0px;visibility: visible;'><strong style='outline: 0px;visibility: visible;'><span style='outline: 0px;font-size: 17px;visibility: visible;'>诉求范围</span></strong><span style='outline: 0px;font-size: 17px;visibility: visible;'>涉及政务服务、经济调节、市场监管、社会管理、公共服务生态环境保护等领域。</span></p><p style='outline: 0px;visibility: visible;'><br style='outline: 0px;visibility: visible;'></p><section style='margin-bottom: 16px;outline: 0px;visibility: visible;'><strong style='outline: 0px;visibility: visible;'><span style='outline: 0px;font-size: 17px;visibility: visible;'>诉求标准</span></strong><span style='outline: 0px;font-size: 17px;visibility: visible;'>分为<strong style='outline: 0px;visibility: visible;'>“一人多次”</strong>和<strong style='outline: 0px;visibility: visible;'>“一事多人”</strong>两类：</span></section><ul class="list-paddingleft-1" style='margin-right: 16px;margin-left: 16px;padding-left: 1.2em;outline: 0px;visibility: visible;'><li style='outline: 0px;visibility: visible;'><section style='margin-bottom: 16px;outline: 0px;visibility: visible;'><span style='outline: 0px;font-size: 17px;visibility: visible;'>即同一人一个月内就同一个事件重复反映5次及以上，且通过热线指导和督办可提速办理和有效化解的诉求(不包括部门正常办理中的催单、撤单)为“一人多次”诉求；</span></section></li><li style='outline: 0px;visibility: visible;'><section data-autoskip="1" style='padding-bottom: 13px;outline: 0px;line-height: 1.75em;background-color: transparent;visibility: visible;'><section style='margin-bottom: 16px;outline: 0px;visibility: visible;'><span style='outline: 0px;font-size: 17px;visibility: visible;'>在同一区域相对集中时间段内(一般为3天)有5人及以上反映同一事件的诉求为“一事多人”诉求。</span></section></section></li></ul></section><section style='outline: 0px;display: flex;justify-content: flex-end;'><section data-width="25%" style='outline: 0px;max-width: 25%;width: 162.75px;border-top: 1px solid rgb(78, 132, 216);height: 1px;overflow: hidden;'><br style='outline: 0px;'></section></section></section></section><p style='outline: 0px; color: rgba(0, 0, 0, 0.9); font-family: system-ui, -apple-system, BlinkMacSystemFont, Arial, sans-serif; letter-spacing: 0.544px;'><br style='outline: 0px;'></p><section data-tools="135编辑器" data-id="125643" style='outline: 0px; color: rgba(0, 0, 0, 0.9); font-family: system-ui, -apple-system, BlinkMacSystemFont, Arial, sans-serif; letter-spacing: 0.544px;'><section style='margin: 10px auto;outline: 0px;border-bottom: 3px solid rgb(219, 229, 241);display: flex;justify-content: flex-start;'><section style='outline: 0px;flex-shrink: 0;'><section style='outline: 0px;width: 5px;height: 27.5938px;background-color: rgb(0, 112, 192);overflow: hidden;'><br style='outline: 0px;'></section></section><section style='padding-right: 6px;padding-left: 6px;outline: 0px;font-size: 16px;letter-spacing: 1.5px;color: rgb(0, 112, 192);'><strong data-brushtype="text" style='outline: 0px;'><span style='outline: 0px;font-size: 17px;caret-color: rgb(255, 0, 0);font-family: 微软雅黑, sans-serif;'>《方案》指出了分类处置原则，主要包括3大类</span></strong></section></section></section><section data-tools="135编辑器" data-id="125360" style='outline: 0px; color: rgba(0, 0, 0, 0.9); font-family: system-ui, -apple-system, BlinkMacSystemFont, Arial, sans-serif; letter-spacing: 0.544px;'><section style='margin: 10px auto;padding: 13px;outline: 0px;background-color: rgb(251, 251, 255);'><section data-autoskip="1" style='padding-bottom: 13px; outline: 0px; line-height: 1.75em; letter-spacing: 1.5px; background-color: transparent;'><p style='outline: 0px;'><strong style='outline: 0px;'><span style='outline: 0px;font-size: 17px;'>涉及生活服务类</span></strong><span style='outline: 0px;font-size: 17px;'>，相关服务供应部门收到12345热线诉求交办工单后，2小时内反馈即时响应情况，24小时内通过热线系统平台上报处理结果；</span></p><p style='outline: 0px;'><br style='outline: 0px;'></p><p style='outline: 0px;'><strong style='outline: 0px;'><span style='outline: 0px;font-size: 17px;'>涉及安全稳定类</span></strong><span style='outline: 0px;font-size: 17px;'>，12345热线和县级热线工单分拨管理单位与110、119、120、122等紧急热线实时联动，并同步转派承办单位，承办单位应在24小时内反馈处置结果或阶段性处置意见；</span></p><p style='outline: 0px;'><br style='outline: 0px;'></p><p style='outline: 0px;'><strong style='outline: 0px;'><span style='outline: 0px;font-size: 17px;'>涉及涉法涉诉类</span></strong><span style='outline: 0px;font-size: 17px;'>，12345热线坚持“合理诉求解决好，不合理诉求解释好”的原则，对涉法、涉诉、涉密诉求，不属于12345热线受理范围的，12345热线应当作出合理解释，并根据实际情况告知诉求人相应的受理渠道，做好群众的安抚工作。</span></p></section><section style='outline: 0px;display: flex;justify-content: flex-end;'><section data-width="25%" style='outline: 0px;max-width: 25%;width: 162.75px;border-top: 1px solid rgb(78, 132, 216);height: 1px;overflow: hidden;'><br style='outline: 0px;'></section></section></section></section><p style='outline: 0px; color: rgba(0, 0, 0, 0.9); font-family: system-ui, -apple-system, BlinkMacSystemFont, Arial, sans-serif; letter-spacing: 0.544px;'><br style='outline: 0px;'></p><p style='outline: 0px; color: rgba(0, 0, 0, 0.9); font-family: system-ui, -apple-system, BlinkMacSystemFont, Arial, sans-serif; letter-spacing: 0.544px;'>据了解，该《方案》的实施落地，将进一步保障市12345政务服务便民热线工作的高效开展，及时回应人民群众急难愁盼问题，为公众参与社会治理和公共政策制定提供信息渠道和有效途径。</p><p style='outline: 0px; color: rgba(0, 0, 0, 0.9); font-family: system-ui, -apple-system, BlinkMacSystemFont, Arial, sans-serif; letter-spacing: 0.544px;'><br></p><h1 data-style='max-width: 100%; color: rgb(62, 62, 62); font-family: 微软雅黑; letter-spacing: 0.5px; line-height: 25.6px; box-sizing: border-box !important; overflow-wrap: break-word !important;' data-darkmode-color="rgb(168, 168, 168)" data-darkmode-bgcolor="rgb(36, 36, 36)" style='outline: 0px; max-width: 100%; color: rgb(62, 62, 62); widows: 1; text-align: center; line-height: 25.6px; letter-spacing: 0.5px; font-family: 微软雅黑; 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