2009中國最佳呼叫中心入圍、獲獎企業(yè)：
北京市人力資源和社會保障局電話咨詢中心

2009/10/15

北京市人力資源和社會保障局電話咨詢中心

　　 北京市勞動和社會保障局電話咨詢中心是在市委、市政府的直接關(guān)懷下，于2002年8月組建成立的。2003年12月16日，北京市勞動保障咨詢電話正式向社會開通，采用全國統(tǒng)一的5位數(shù)特服號----12333，成為繼上海之后第二個開通勞動保障咨詢熱線的城市。

　　 12333的建立和開通是市政府2003年為百姓辦的重要實(shí)事之一。

　　 開通電話咨詢業(yè)務(wù)主要是面向市民與用人單位，免費(fèi)提供勞動就業(yè)、社會保障、勞動關(guān)系、勞動工資等政策法規(guī)咨詢和辦事指南服務(wù)；利用電話、傳真、互聯(lián)網(wǎng)、自動語音等現(xiàn)代化信息技術(shù)，營造一個直觀、快捷、便利的政策咨詢環(huán)境，構(gòu)筑一個多層次、全方位、立體型的政策咨詢服務(wù)體系，以適應(yīng)勞動力群體中不同年齡結(jié)構(gòu)、不同文化層次、不同信息需求和需要。電話咨詢中心的成立和咨詢業(yè)務(wù)的開通，既架起了政府和百姓聯(lián)系和溝通的橋梁，又是市政府在勞動和社會保障方面為百姓搭起的一個便捷的政策咨詢服務(wù)平臺，它是政府從管理職能向服務(wù)職能轉(zhuǎn)變的具體體現(xiàn)，是優(yōu)化發(fā)展環(huán)境、構(gòu)建和諧社會的具體實(shí)踐。

　　 12333作為政府面向公眾開放的公共服務(wù)窗口，開通六年來共為群眾提供咨詢服務(wù)570萬件，受到社會各界好評。連續(xù)三年實(shí)現(xiàn)零投訴，群眾滿意率達(dá)到99.99%。開通以來共接到社會各界來電、來信表揚(yáng)404件，收到群眾贈送的錦旗19面。電話咨詢中心還先后榮獲“全國巾幗文明崗”、“北京市青年文明號”、“北京市便民電話工作先進(jìn)單位”、“北京市三八紅旗集體”和“北京市服務(wù)奧運(yùn)優(yōu)秀單位”等榮譽(yù)稱號。

　　 2009年3月31日，人力資源和社會保障局正式掛牌成立，原人事局和原勞動和社會保障局的業(yè)務(wù)合二為一，這意味著12333將面臨新的挑戰(zhàn)，任務(wù)更加艱巨。今后，我們會繼續(xù)堅(jiān)持“服務(wù)、誠信、團(tuán)結(jié)、創(chuàng)新”的服務(wù)宗旨，為廣大群眾謀利益，為構(gòu)建和諧社會，維護(hù)社會穩(wěn)定做出新的貢獻(xiàn)。

Under the direct leadership and solicitude of Beijing Municipal and Government, The Telephone Consultation Center of Beijing HHHuman Resource and Social Security Bureau was formed up in August of 2002. The consultation hotline of Human Resource for Beijing was officially announced to be open to the community at December 16th, 2003, which was introduced in a five-digit unified service number of 12333 for the nation wide, becoming the second city of opening this kind of hotline after ShangHai.

The establishment and opening of the hotline 12333 by the municipal government in 2003 is one of the important promised commitments of the government to the public. The opening of telephone consultation service is mainly for the public and the employing corporations providing free-consulting services in regard to labor and employment, social security, labor relations, labor & wage policies and regulations. By taking the advantage of telephone, fax, Internet, automated voice messaging and other modern information technology, an easily accessible and ready-to-use environment has been created for policy consultation, which has also helped to build a multi-level, comprehensive, three-dimensional system of the policy advisory service in order to cater for a variety of requirements of different labor groups, age structure, cultural level and different information needs. The establishment of telephone consultation service has facilitated the public with an effective channel of communication, which is also providing a policy advisory platform for the public requests on human resource and social security. This is also a well reflection of government who has been endeavoring to transform from management role to service role and this is also a good example and illustration of committing on optimizing development environment and building a harmonious society by the government.