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Dongcheng District Urban Management Committee proposed “Three 3s” plans to ensure the “instant reaction to the complaints” on the 12345 hotline.

  Dongcheng District Urban Management Committee proposed "Three 3s" plans to ensure the "instant reaction to the complaints" on the 12345 hotline. First, we will strengthen the three-level management system and set up a hotline leading working group. The main leaders inspect, sign and authorize the work, and coordinate with each other for a sound implementation on a daily basis.  The heads check the handling of the cases one by one, so that all departments do not wait for and rely on others to finish the job, nor do they shift responsibilities or put off the jobs. In addition, they will answer the residents' demands with patience and passion. Second, we follow the three-time rhythm and implement the mechanism of "daily report, weekly analysis, and coordination of difficult cases at any time". The special department will coordinate the wok on handling hotlines, so that the 24-hour all-weather duty is strictly implemented. A person is arranged on duty to monitor the platform to ensure we can "take actions as soon as we receive the complaints and handle the problems directly and quickly". At 17 o 'clock every day, we summarize the handling of the complaint cases in the past 24 hours, inform whole committee of the results, urge them to speed up the handling and timely coordinate difficult problems. We will continue to make hotline and grid case handling as the first research topic in weekly Director's office meeting, and we will give report and comments on the handling of the cases. Third, we will strictly control the quality of the three types of cases. Leaders should directly participate in the case handling. For cases with feedback of dissatisfaction, the main leaders should directly participate in and coordinate the work. For complex cases, the competent leaders should personally reply to the public feedback, explain to them and appease them to strive for public recognition, and improve their satisfaction level. For emergency cases, every emergency response team for sound operation of urban areas should be on standby at all times for prompt response to emergencies.