12328 hotline call center

12328 Telephone Service Functions

1. Service Acceptance Function. Receive complaints, reports, information inquiries, opinions and suggestions from the public through channels such as telephone and website, and be able to generate telephone service work orders and service acceptance records according to different business types. When accepting services by telephone, it has the function of associating telephone recordings with work orders for later supervision and return visit.
2. Work Order Transfer Function. Realize functions such as work order review, duplication check, splitting, approval, dispatch, return, withdrawal, reply, and archiving. Realize the unified acceptance and distribution of multiple businesses and the closed-loop work order processing flow of multi-department collaborative processing and feedback.
3. Query and Feedback Function. Be able to provide information on the telephone service acceptance process and handling process in the form of information push for the public to query through channels such as telephone and website. Have internal feedback functions of the system such as business change adjustment and business completion feedback, as well as social feedback functions such as satisfaction evaluation of telephone acceptance and business handling work.
4. Service Tracking Function. Realize the automatic tracking and reminder service function of business handling. Through the tracking and reminder function, upcoming due businesses can be found in a timely manner, which is convenient for service personnel to urge handling. At the same time, it is convenient to query the historical overdue business handling situation and understand the handling efficiency of the contractor.
5. Spot Check and Return Visit Function. Conduct spot checks and return visits on the handling results fed back by the contractor units, and record the evaluation opinions of the caller on the work efficiency, reply situation, handling result and satisfaction of the contractor units.
6. Satisfaction Evaluation Function. Support the public to conduct satisfaction evaluation of the handling result and satisfaction evaluation of the telephone service attitude through the 12328 call center telephone system. The evaluation levels are divided into very satisfied, satisfied and dissatisfied. And summarize and count the evaluation results.
7. Data Exchange and Information Sharing Function. According to the technical requirements of the data exchange and information sharing interface of the 12328 call center telephone system, the lower-level call center telephone system should be able to automatically report information data to the upper-level call center telephone system once a day or at a higher frequency. The upper-level call center telephone system should realize the automatic exchange function of cross-regional business work orders.
8. Knowledge Management Function. Realize the automatic classification and sorting of knowledge information such as policy standards, business handling processes and common problem handling experiences. After review, form valuable knowledge information that can be called at any time and provide knowledge information services through automatic retrieval.
9. Statistical Analysis Function. From the three aspects of complaints, reports, information inquiries and opinions and suggestions, conduct statistical analysis on indicators such as the quantity of 12328 telephone services, growth rate changes, immediate reply rate, telephone connection rate, time-limited completion rate, spot check return visit rate, business handling satisfaction rate and telephone user service satisfaction, and realize the result display. And through in-depth data mining, conduct special topic analysis on hot, difficult and focal issues in various business fields to provide information support for the formulation of industry development policies and development plans.

12328 Telephone Management Functions

1. Operation Monitoring Function. Conduct overall monitoring of the operation of the 12328 call center telephone system and visually display real-time monitoring data including seat status, line status and system resources to the administrator.
2. Performance Appraisal Management Function. Realize the performance appraisal management function of 12328 telephone staff and business personnel. The performance appraisal of staff includes service satisfaction evaluation, work efficiency evaluation and comprehensive service level assessment. The performance appraisal of business personnel includes service satisfaction evaluation of business handling, business handling efficiency evaluation and comprehensive service level assessment of business handling.
3. Operation Management Function. Realize the operation management of the 12328 call center telephone system, including system initialization, system configuration, permission setting and other system maintenance management functions.
Business Architecture

(I) Business Field

The business of the 12328 call center telephone system horizontally covers nine major fields including highway, waterway, road transport (including urban passenger transport), maritime search and rescue, maritime affairs, salvage and rescue, railway, civil aviation and postal service. The current project includes highway, waterway, road transport (including urban passenger transport), maritime search and rescue, maritime affairs and salvage and rescue businesses.
Highway business includes sub-businesses such as planning and project initiation, engineering construction, quality and safety, construction market, road network service, highway toll collection, maintenance and traffic guarantee, technical management and road administration law enforcement; waterway business includes sub-businesses such as waterway passenger transport, waterway freight transport, port management, waterway management, planning and project initiation, engineering construction, quality and safety, construction market, technical management and waterway law enforcement; road transport business includes sub-businesses such as road passenger transport, road freight transport, hub station, vehicle technical management, vehicle maintenance, motor vehicle driver training, vehicle rental, international transport and transport administration law enforcement; urban passenger transport business includes sub-businesses such as public bus and trolleybus, urban rail transit, taxi, urban ferry and transport administration law enforcement; maritime search and rescue business includes sub-businesses such as life rescue, environmental rescue and property rescue; maritime affairs business includes sub-businesses such as navigation management, ship supervision, ship inspection, crew management, safety supervision, dangerous goods management and pollution prevention, enterprise safety audit, maritime navigation support and maritime law enforcement; salvage and rescue business includes sub-businesses such as salvage industry management, diver management, salvage standards, underwater engineering standards and salvage technical consultation.

(II) Service Content

1. Complaints and Reports. The 12328 call center telephone system accepts complaints and reports on service behaviors, service prices, service effects, service qualities related to transportation, as well well as issues such as policy implementation, management performance and law enforcement behaviors.
2. Information Inquiries. The 12328 call center telephone system mainly provides consulting services on government affairs information such as transportation laws, regulations, rules, standards and norms, business handling, as well as public travel information.
3. Opinions and Suggestions. The 12328 callCentral Telephone System accepts the opinions and suggestions of the people on improving the service quality and level of transportation services and on promoting the reform and development of the transportation industry.
To thoroughly implement the spirit of the 18th National Congress of the Communist Party of China and improve the transportation service level, the Ministry of Transport issued the "Several Guiding Opinions of the Ministry of Transport on Improving and Upgrading Transportation Services", taking "opening the national transportation service supervision hotline" as an important means of serving the people and one of the ten practical matters to be done in the "Building a Transportation Satisfying the Masses" aspect of the mass line education and practice activities of the Ministry of Transport. For this reason, the Ministry of Industry and Information Technology allocated "12328" as the dedicated number of the transportation service supervision hotline.
The 12328 Transportation Service Supervision Call Center Telephone System (hereinafter referred to as the "12328 Call Center Telephone System") is a transportation service supervision information system with the 12328 telephone as the main body and supplemented by relevant websites, WeChat and text messages. The system provides the public with complaint reporting, information inquiry and opinion suggestion services covering business fields such as highway, waterway, road transport (including urban passenger transport), maritime search and rescue, maritime affairs and salvage and rescue.
The opening of the 12328 transportation service hotline not only further smoothes the channels for the public to express their demands but also strongly supports and guarantees the construction of the comprehensive transportation system, which is conducive to promoting the construction of an innovative, economical and harmonious transportation industry and providing more convenient, efficient, environmentally friendly and safe transportation guarantees for the national economic and social development and the people's travel.