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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
成效与反响
借力发展,12308热线是政企合作的成功典范。引入外部资源为我所用,借助企业力量推进发展,12308热线采用“业务流程外包”模式,向社会购买服务,由民生银行作为项目代建代维合作方,负责呼叫中心系统建设、日常运营和技术支持,特别是负责热线的前台接听工作。与此同时,领事保护中心还与腾讯公司合作开通12308微信版和小程序,将领事保护工作与微信功能紧密结合,也让外交部走在了“互联网+政务”服务领域的前沿。通过利用民生银行的人员技术和腾讯公司的信息传播平台,充分发挥政企资源的优势互补,12308开创了公共服务提质增效新模式,成为政企携手打造优质电子政务平台的成功典范。
打造形象,12308热线是展示领保成就的重要窗口。12308热线的成功运营,吸引了有关国家和机构以及各类参访团组的关注,目前已接待国内外政府和民间参访团体几十个、参访人员近千人次,成为开拓领事工作交流与合作、展示我国外交工作重要方面的一个窗口。加拿大、丹麦外交部及阿富汗内政部等外国访华团组,专门到访12308,了解学习12308热线的建设和管理经验,并提出与我加强交流合作的愿望。中国移动公司开发的“无忧行”手机应用里加入一键呼叫12308热线功能,为境外中国公民提供免费拨打12308热线服务。美国华侨华人律师访问团和南非警民中心等参访团考察12308,希望加深对我领事保护工作的了解,以便更好配合驻外使领馆开展法律援助工作。香港、澳门大学生也到12308参观访问,了解国家领事保护工作开展情况,增强对国家和民族的自豪感。12308热线的开通,已成为开展中外领事合作的重要平台,展示我国领事保护成就的亮丽名片。
12308热线自开通以来,已接到来电29万多个,其中转人工坐席逾10万个,向172个驻外使领馆发送报案类工单3万多份。许许多多身在海外遭遇困境的中国同胞,通过12308热线获得了及时的救助与服务,纾解了困境,脱离了危难。12308,一条政务热线,一头连着政府,一头连着全球海外中国公民。12308,有效调动驻外领事保护资源,为海外中国公民架设了一张全天候多方位的领事保护网。
下一步,外交部领事保护中心将继续坚持以机制创新引领工作创新,以求助人的满意度为工作目标,不断优化服务流程,提升服务标准,努力把12308热线打造成中国政府的品牌热线,人民群众的贴心热线。(作者 外交部领事保护中心周点紊)
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