12345 Street Complaint Receipt and Dispatch Management Information Platform

**The "12345 Street Complaint Receipt" information platform is one of the channels for the government to address community livelihood issues. It is an information infrastructure that benefits the public and improves quality of life, and will surely deliver greater social benefits.** **Beijing's "12345 Complaint Receipt and Dispatch Management" platform is an efficient platform for serving the public, resolving a large number of complaints from community residents. In 2019, a three-tier handling system was established at the municipal, district, and street levels. Based on the complexity of the complaints, response levels are divided into four tiers: 2 hours, 24 hours, 7 days, and 15 days. For complaints concerning basic livelihood guarantees such as water, electricity, gas, and heating, feedback is required within 24 hours. In 2020, an online "12345" system was developed, opening a direct channel for public opinion. The channels for residents to submit complaints were expanded, and an intensive 12345 online interactive platform supporting multiple terminals was built, promoting the deep integration of grassroots governance and information technology.** **Currently, information terminals are connected to the street 12345 information office. The street needs to query tasks within its jurisdiction on the platform and then assign them to various departments or communities for resolution. Since each street handles tens of thousands of cases per month, relying on manual efforts such as SMS, WeChat, and phone calls to arrange, track, supervise, review, and report all cases would be an enormous workload, requiring substantial manpower and inevitably leading to occasional errors. Dispatching tasks downward via SMS or WeChat also poses risks to information security! There is an urgent need for a dispatch management information platform. The "XXX" street has developed a "12345 Street Complaint Receipt and Dispatch Management" system, greatly improving work efficiency.** **I. The "12345 Street Complaint Receipt and Dispatch Management" information platform has the following functions:** **1. Upward connectivity: It is connected to the municipal and district-level platforms at all times, allowing real-time monitoring of cases within the jurisdiction and confirming "sign-off." It can also report completed cases or pending cases still in progress within the jurisdiction to the municipal and district-level platforms, i.e., "disposal feedback." Cases that do not belong to the street can be "returned."** **2. Within the jurisdiction, the platform provides various electronic supervision and monitoring measures such as supervision, instructions, reminders, and assignment, ensuring efficient and transparent case handling:** **(1) The organizational structure of communities and departments at all levels, as well as the specific personnel responsible for each area, is stored on the platform;** **(2) Time limits for handling various types of cases, alarm thresholds, and standard handling procedures are defined;** **(3) The platform provides PC-based software and mobile APP software, with "audio and visual" alerts when cases are received;** **(4) "Signed-off" cases can be assigned to relevant departments and communities, with responsibility assigned to specific individuals;** **(5) "Case initiation": Cases can be collected and initiated within the community. In addition to cases from the 12345 platform, this platform can also proactively initiate service-oriented cases to resolve issues before residents file complaints. Such cases do not need to be reported upward;** **(6) "Query": Street leaders can query the platform's report information at any time and issue "instructions" on important cases;** **(7) "Supervision, reminder, instruction, and assignment": Street grid office staff and relevant leaders can send "supervision," "reminder," and "instruction" messages on cases;** **① Supervision: Leaders of the disposal center can supervise key cases and issue supervision reasons and opinions. Leaders can monitor the entire handling process. At each node of case flow, the handler can see the supervision flag, reasons, and opinions;** **② Reminder: Leaders of the disposal center can issue reminders on key cases and provide reminder reasons and opinions. Leaders can expedite cases with slow progress. At each node of case flow, the handler can see the reminder reasons and opinions;** **③ Assignment: Street grid office staff and relevant leaders can use the "assignment" function to designate specific departments, relevant communities, or specific personnel to handle designated cases;** **④ Instruction: Leaders of the disposal center can issue instruction opinions on cases;** **(8) "Rejection": Cases closed by lower-level units that do not meet requirements can be "rejected," requiring the lower-level unit to continue processing until system and user requirements are met;** **(9) "Return": Cases mistakenly sent that do not belong to the jurisdiction can be "returned";** **(10) "Pending": Cases that are in progress but cannot be completed within the system-defined time limit can be marked as "pending";** **(11) "Recall": Cases found to be misassigned can be "recalled" before being accepted downstream;** **(12) "Removal": Cases with unreasonable demands can be "removed";** **(13) "Report for review": After a community/department completes case handling, the case is "reported for review" to the street disposal center, which reviews whether the handling result is reasonable and satisfactory. The street disposal center then "reports" the case to the district 12345 hotline service platform;** **(14) Assessment and statistical analysis: Multi-dimensional analysis is provided from aspects such as case source, category, department, follow-up visit, satisfaction, quantity, unreasonable demands, and completion rate, offering comprehensive assessment and statistical analysis functions;** **(15) Multiple search modes are supported, with a focus on data analysis. Fuzzy search is available—even with different characters, the system can associate, including typos, alternative characters, and homophones;** **(16) Ledger export to Excel, with categorized reports and export functions, such as selectable time periods, types, and regions; users can even select arbitrary cases for output.** **3. Security requirements of the "12345 Street Complaint Receipt and Dispatch Management" information platform** **Since the system stores a large amount of information related to residents, multiple security measures have been implemented:** **(1) The application server of this platform can be deployed on the internet, while the data server can be deployed in a cloud server environment meeting Level 2 or Level 3 information security protection requirements;** **(2) The login control and identity authentication of this platform comply with the corresponding national software testing standards. The software contains corresponding logs and information audit records;** **(3) Regarding information access permissions, browser functions are restricted, database access permissions are limited, various data operations are audited, and residual information is effectively managed;** **(4) Regarding personal information protection, only information necessary for verification is collected, with strict management protocols in place. Personal user information is not intentionally collected, and query or retrieval services for personal privacy information are not supported.**