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12308,贴心服务海外全体中国公民的热线 ——外交部12308领事保护热线开通3周年纪实
2014年9月,外交部领事保护紧扣时代发展的脉搏,以海外中国公民领保需求为导向,以创新服务为抓手,积极探索,主动谋划,开创性地开通了外交部12308热线,为全球中国公民提供便捷、高效的领事保护与服务。热线运行3年来,领事保护中心坚持把提升12308服务能力与海外领事保护的新态势紧密结合起来,不断创新工作方式,创优服务模式,为海外中国公民安全出行保驾护航。
创建与发展
顺应时代需求,创建12308热线。30多年的改革开放不断提升中国对外交往水平,中国公民和企业“走出去”规模日益扩大,2014年中国内地居民出境人数首次突破1亿人次大关。与此同时,海外安全事件日益多发,境外中国公民对领事保护与服务的需求不断上升。为适应广大海外中国公民获取便捷、高效的领事保护与协助的迫切需要,2014年9月2日,外交部正式开通12308热线,与全球260多个驻外使领馆互联互通,每天24小时不间断运行,全年无休为海外中国公民提供零时差、无障碍的领事保护与服务。12308的顺利开通不仅是一条热线电话的上线,更是外交部领事保护中心、驻外使领馆与海外中国公民大领保工作的联通互动,极大地满足了遍布全球的中国公民寻求领事保护与服务的需求。
借助新媒体优势,12308微信和小程序上线。领事保护中心跟紧步伐,利用互联网和新媒体传播优势,创新服务形式,拓展服务渠道,为广大海外中国公民提供便捷、高效的领事保护与服务。2017年3月22日,12308微信版和小程序正式上线,海外中国公民除了可以继续电话拨打12308热线外,还可以通过微信和小程序发送语音、文字、图片等信息,如果在国外受困又难以描述自己身处何方时,只要通过手机定位并且发送图片就可以实现实时求助。上线当天,12308热线、微信和小程序平台自动应答及人工接听量均大幅增加。运行一段时间以来,相关数据渐趋平稳,热线智能应答、电话接听、微信互动“三驾马车”齐头并进,为海外中国公民获得领事保护与服务提供了实实在在的便捷。
加强大数据分析,提升领事保护的智能化水平。12308热线自运营以来,不断加强信息化、标准化和专业化建设,全面提升领事保护与服务的能力和智能化水平。对12308来电数据进行自动记录、汇总,对领事保护数据进行统计、分析和利用,根据需求自动抓取有关数据并生成有针对性的分析报告,为海外安全形势分析,有关政策制定提供坚实依据。领事保护中心运用相关数据分析结果,把握和预判中国公民领保需求,变被动服务为主动服务,一方面有助于提供专业高效的领事保护服务,另一方面更有利于发送针对性和时效性强的预防性领事保护信息。通过在大数据分析、移动互联网技术应用、工作流系统智能化等方面苦下功夫,不断提升12308热线的领事保护能力和智能化水平。
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