12333 the current situation of telephone consultation service center human resources and social security telephone consultation service has played a huge role in people's livelihood service, which has not only become an important way for the masses to understand labor security policy information and safeguard their legitimate rights and interests, but also provided an important reference and basis for policy formulation, and also provided a channel to alleviate or solve problems, thus dissolving contradictions in the bud. At the same time, there are still some problems in system construction and business development in various places, which are mainly manifested in: the lack of unified standards and norms for system construction and business development;
The form and content of telephone consultation service need to be further improved; Further research is needed in the interconnection of telephone consultation service systems in various places, the business collaboration between telephone consultation service system and core business system, the interaction between telephone consultation service system and 12333 website, and how to bring personnel services into the scope of telephone consultation service.
Extended data:
development direction
The establishment of Ministry of Human Resources and Social Security has brought new opportunities for the development of telephone consultation service center, and at the same time put forward higher requirements for the construction of telephone consultation service system. Our department will jointly promote the construction and business development of telephone consultation service system from the following aspects.
1. Relying on the scientific and technological project of "Research on Key Technologies of Labor and Social Security Service Business and Information Technology System and Its Major Application", * * * has formulated standards and specifications such as service facilities, service terms, business processes and knowledge base to guide the construction of telephone consultation service centers around the country.
2. Focus on the telephone consultation service, determine the unified logo, cultivate the concept and habit of "looking for human resources and social security problems 12333" among the public, and make 12333 a household name.
3. Gradually establish a telephone and SMS incoming exchange platform and a ministerial-level telephone consultation service knowledge base, and all localities will participate in the maintenance and use, realize the unification of standards and resource sharing, and promote the interconnection and business cooperation of telephone consultation service centers around the country.
4. Further open new service channels such as SMS, and study and formulate the application scheme of SMS service in the telephone consultation service center of human resources and social security in combination with local exploration and practice, give full play to the flexible and fast characteristics of SMS, and deliver the service directly to the people.