CCTV News: According to the website of the State Administration for Market Regulation, starting from January 1, 2025, the "Guidelines for Government Service Convenient Hotline Operation Guidelines" (GB/T 44189-2024), "Guidelines for Government Service Convenient Hotline Integration Standards" (GB/T 44190-2024), "Guidelines for Government Service Convenient Hotline Knowledge Base Construction" (GB/T 44191-2024) "Guidelines for Government Service Convenient Hotline Data Application Guidelines" (GB/T 44192-2024) approved and issued by the State Administration for Market Regulation (National Standards Committee) has officially implemented four national standards, aiming to implement the work deployment of the State Council to accelerate the standardization, standardization and facilitation of government services, and promote "efficiently do one thing", and accelerate the "front-line response" of enterprises and the masses.
As an important part of the government service standard system, the four standards are based on promoting the standardized operation, efficient service, and innovative development of government service convenience hotlines. In response to the problems of inefficient operation processes of government service convenience hotlines, unclear integration elements, incomplete knowledge integration, and low data application level, the management specifications for the entire process of hotline operation such as appeal acceptance, service response, and business collaboration are given, and the integration rules for hotline multi-factor integration such as integration model, content and evaluation improvement are provided. Implementation paths such as hotline knowledge base construction preparation, implementation, maintenance and update, and evaluation improvement are proposed. Specific requirements for hotline data collection, governance, application and safety are clarified, and standardized technical means are provided for promoting hotline interconnection and coordinated development, improving service quality and operation efficiency, improving resource allocation level and data application efficiency. The implementation of the four standards can further realize the overall benefits of the "No. 1 acceptance, simultaneous processing, and limited-time completion" hotline service standard system, effectively promote the standardization and standardization of government service convenience hotlines, and better serve the improvement of the modernization level of my country's social governance system and governance capabilities.
