Jinan 12345 Public Service Hotline, China

This is a study conducted to determine the non-economic benefits of standards for a public enquiry service of Jinan, the capital of Shangdong Province. It is an open multi-functional public service hotline integrating 38 public governmental service hotlines including urban management, power supply and other services. The service provides information related to governmental or other public services and deals with complaints raised against the treatment or action by governmental agencies. A system comprising comprehensive and basic standards is used for the entire processes of the hotline service and relate to quality of service, performance, conformity assessment, safety of IT equipment, and administrative service. Staff training using a service quality evaluation standard and the implementation of standards regarding performance, good practice, quality management, etc., results in an overall improvement in the efficiency, quality and cost effectiveness of the hotline service to the public.



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Other bibliographical information:International Organization for Standardization - ISO