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(huì )保障局電話(huà)咨詢(xún)中心

2009/10/15

北京市人力資源和社會(huì )保障局電話(huà)咨詢(xún)中心

　　 北京市勞動(dòng)和社會(huì )保障局電話(huà)咨詢(xún)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(dòng)保障咨詢(xún)電話(huà)正式向社會(huì )開(kāi)通，采用全國統一的5位數特服號----12333，成為繼上海之后第二個(gè)開(kāi)通勞動(dòng)保障咨詢(xún)熱線(xiàn)的城市。

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

　　 開(kāi)通電話(huà)咨詢(xún)業(yè)務(wù)主要是面向市民與用人單位，免費提供勞動(dòng)就業(yè)、社會(huì )保障、勞動(dòng)關(guān)系、勞動(dòng)工資等政策法規咨詢(xún)和辦事指南服務(wù)；利用電話(huà)、傳真、互聯(lián)網(wǎng)、自動(dòng)語(yǔ)音等現代化信息技術(shù)，營(yíng)造一個(gè)直觀(guān)、快捷、便利的政策咨詢(xún)環(huán)境，構筑一個(gè)多層次、全方位、立體型的政策咨詢(xún)服務(wù)體系，以適應勞動(dòng)力群體中不同年齡結構、不同文化層次、不同信息需求和需要。電話(huà)咨詢(xún)中心的成立和咨詢(xún)業(yè)務(wù)的開(kāi)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(dòng)和社會(huì )保障方面為百姓搭起的一個(gè)便捷的政策咨詢(xún)服務(wù)平臺，它是政府從管理職能向服務(wù)職能轉變的具體體現，是優(yōu)化發(fā)展環(huán)境、構建和諧社會(huì )的具體實(shí)踐。

　　 12333作為政府面向公眾開(kāi)放的公共服務(wù)窗口，開(kāi)通六年來(lái)共為群眾提供咨詢(xún)服務(wù)570萬(wàn)件，受到社會(huì )各界好評。連續三年實(shí)現零投訴，群眾滿(mǎn)意率達到99.99%。開(kāi)通以來(lái)共接到社會(huì )各界來(lái)電、來(lái)信表?yè)P404件，收到群眾贈送的錦旗19面。電話(huà)咨詢(xún)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(huà)工作先進(jìn)單位”、“北京市三八紅旗集體”和“北京市服務(wù)奧運優(yōu)秀單位”等榮譽(yù)稱(chēng)號。

　　 2009年3月31日，人力資源和社會(huì )保障局正式掛牌成立，原人事局和原勞動(dòng)和社會(huì )保障局的業(yè)務(wù)合二為一，這意味著(zhù)12333將面臨新的挑戰，任務(wù)更加艱巨。今后，我們會(huì )繼續堅持“服務(wù)、誠信、團結、創(chuàng )新”的服務(wù)宗旨，為廣大群眾謀利益，為構建和諧社會(huì )，維護社會(huì )穩定做出新的貢獻。

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.