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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
职能与运转
高效运转的信息处理器。12308热线后台设在北京,面向全球中国公民提供领事保护应答和咨询服务。主要职能有:提供领事保护应急咨询与指导,向驻外使领馆通告相关求助情况;介绍一般性海外突发安全事件的处置流程,提供相关建议;承担涉我人员重大突发海外安全事件应急处置“热线”功能;为中国公民提供领事保护与协助常识及领事证件等一般性咨询服务等。无论你身处世界的哪个角落,只要能接入12308热线服务平台,就联通上了覆盖全球的中国领事保护网络。面对海量来电(微信),12308不只是简单的接听(收)、转递,而是根据不同案情进行过滤,以确保驻外使领馆能集中精力处理确需协助的危机复杂案件,为此形成了“接、滤、转”的工作流程。“接”,就是要24小时接听(收)每一个来电和每一条微信,确保求助人的诉求通道畅通;“滤”,就是将一般性咨询和简单案件的处理放在12308前台坐席解决;“转”,就是将确需驻外使领馆介入的案件及时转递到相关使领馆跟进处理。通过这种方式,12308成为领保求助信息的集散中心,有效整合了领事保护资源,提升了领事服务整体水平和效率。为确保有足够人员配备及时化解突发高峰来电(微信),12308还专门制定了应急预案和三级备援制度,组建前台常备坐席、后援人员和应急人员三级服务梯队,确保所有来电畅通无阻。
贯穿国内外的信息高速通道。12308的设立使来电人需求和政府服务精准对接,是一条联系海外同胞与祖国的亲情通道、绿色通道。为确保及时有效传递求助人信息,保障热线与驻外使领馆之间的信息畅通,12308通过多种方式在求助人与驻外使领馆之间搭建信息高速通道。首先,12308通过专用网络与驻外使领馆建立工单即时发送和反馈系统,将求助人的信息和需求迅速通过工单形式传递给驻外使领馆;其次,充分利用现代通讯科技技术,通过建立微信企业号与驻外使领馆领保工作人员建立辅助通讯平台,弥补了领保官员有时不能及时查收12308工单的不足;最后,还通过电话、传真、电子邮件等传统通讯手段与前方使领馆进行沟通联络,确保信息传递高效、及时。
辐射全球的海外安全网络。12308热线系统已成功覆盖至全球260多个驻外使领馆,将祖国的关怀和服务遍及世界的各个角落,成功编织起一个覆盖全球的领事保护与服务海外安全网络。12308通过不断内部挖潜提升服务效能,加强外部合作促进借鉴提高。开通3年来,在不断完善自身建设的同时,主动与港澳特区政府相关服务热线,以及国家旅游局12301政务热线加强合作,建立信息通报和合作处置机制,做到既分工负责,又密切合作,牢固编织海外安全网络,不断拓展网络覆盖面,为海外中国同胞提供专业、及时的领事保护与服务,切实为海外中国公民和企业走出去保驾护航。
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