GB/T 33358-2016Specification for government hotline service (English PDF)

3.1 Government hotline

Non-emergency public service call system established by the government and its functional departments.

3.2 Government hotline service

Relying on the government hotline (3.1), through telephone, SMS, mailbox, website and other media, etc., for the organization or individual participation in social governance,

Access to public service provision policy information consultation, appeal and return visit and other public services.

3.3 Government hotline service provider

Implement the government or department of the government hotline service (3.2).

3.4 Service object

Advice to the Government Hotline (3.1), reflect the demands, suggest natural advice, natural persons, legal persons or other organizations.

3.5 Knowledgebase

Government hotline service providers on the relevant laws, regulations, policy documents, departmental duties, business matters and other government affairs and public services

Of the information, to collect, organize, form a storage, maintainable, queryable information collection.

3.6 Work order workflowsheet

Record the basic information of the service object, the contents of the matter, handling the situation, supervision, return the results of hotline service to run the whole process of workflow

Transfer orders.

3.7 Triartite call tripartitetelephoneconversation

Government hotline service personnel, clients, matters involved in the department or unit staff, to take the same way the three parties to answer the service […]