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Efforts to serve people and businesses at the highest level

Ms. Pham Kim Diem Khanh, Head of Call Center 1022 shared, from June 1, implementing the direction of the Provincial People's Committee in Document No. 5992/UBND-HCC on implementing solutions to receive dossiers and return results during the complicated development of the Covid-19 epidemic, the number of calls to the number 1022 has increased many times. On peak days, the number of calls increases to 2-3 thousand calls per day.


Currently, human resources and operating time of employees at the Call Center are maximized. The province also directs relevant units, departments and sectors to coordinate and support the operation of the Call Center 1022 to serve the people at the highest quality.

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The staff of the Call Center 1022 is answering the customer’s question

 

Make schedules to solve the administrative procedures

On the afternoon of June 8, Ms. Truong Thi Van Anh living in Bien Hoa City called the Hotline 1022 to ask for advice and guidance on handling administrative procedures related to mortgage documents, one of the urgent matters of the administrative procedures processing.

 

Ms. Van Anh was guided by the staff of the Call Center 1022 and scheduled an appointment to the Provincial Public Administration Center to handle administrative procedures at 11am, June 9. Ms. Van Anh shared, thanks to the Call Center 1022 for its guidance and scheduling in advance, she actively arranges time, prepares full documents to solve administrative procedures, saves time, especially she felt peace of mind because not having to contact with too many people that could help limit the possibility of the Covid-19 disease transmission.

 

In addition, the duration of each call has also increased compared to the past, with an average of 3 minutes increasing to 6-7 minutes, because people need to ask for details on how to apply online. The content of the call was also very diverse, related to the settlement of administrative procedures in many different fields such as insurance, land, driving license change, justice, etc.

 

In such a situation, the Call Center 1022 always tries its best to provide the best service to the people. The Center strengthens close coordination with the Provincial Public Administration Center, the one-stop window at all levels to support people and businesses to schedule working hours through the Center to limit the crowding situation. Along with that, coordinating with departments, agencies, post offices to guide people and businesses to submit documents online or through public postal services. Therefore, despite the further tightening on epidemic prevention measures while handling administrative procedures, people are quite satisfied with specific and complete instructions. The Call Center staff named Huynh Mai Phuong confided that because the number of calls increased many times, there were many calls that did not have time to record all the information, she had to take advantage of the lunch break to call back to the people to complete it. Or with scheduled calls to resolve administrative procedures, but for some reasons, such as having to reschedule, she had to call back to notify people to make arrangement again. In case people have reported about the delayed settlement of the dossier, she must regularly monitor and check the previous records, or contents that have not been implemented, have not been answered, to have the explanation for the customers.

 

“The requirements of the people are very diversified, so my colleagues and I always try to improve our working capability, study to update and supplement the knowledge continuously; at the same time, regularly contact the departments, departments, sectors and one-stop shop for additional support in order to support, guide and best serve the people," operator Huynh Minh Phuong added.

 

Propaganda to promote the use of online public services

Ms. Nguyen Thi Thanh Thao, Director of the Provincial Public Administration Center, said that in the face of a sudden increase in the number of people's calls, following the direction of the Provincial People's Committee, the Provincial Public Administration Center has actively coordinated with the Call Center 1022 to review difficulties and problems, coordinate to regulate and transmit calls to relevant departments, branches, one-stop-shop to support and answer people. VNPT Dong Nai has actively increased the number of lines at the same time at the Call Center 1022 to 11 lines.

 

According to Ms. Thao, in the current epidemic situation, people contact via Call Center 1022 for guidance, support and advice on how to submit documents and return results through the online public service system online or public postal service... is a very effective way to limit the gathering of people at the Provincial Public Administration Center, a one-stop shop, to ensure the effective disease prevention and control.

 

In response to the great demand from the people, and limit the overload of calls to the Call Center 1022, to best serve the people, along with increasing human resources at the Call Center 1022, the province has directed to increase strengthen coordination, supplement human resources from relevant departments and branches, and one-stop departmental offices.

 

Accordingly, the Provincial People's Committee has directed to activate the hotline phone number at the one-stop window to publicize and support people and businesses; publicize it at the headquarters of the one-stop shop and on the local website. The province requested to appoint personnel to be regularly on duty, to coordinate with the Call Center 1022 to record information from people and businesses to promptly support and guide administrative procedures; at the same time, proactively guide the receipt and return of results through online public services, public postal services for people and businesses during the complicated development of the Covid-19 epidemic.

 

“Facing the great contact needs of the people, the Public Administration Call Center and the branches in the districts will continue to actively coordinate to ensure the handling of problems, guide the use of online services, postal services for the local people. Making efforts to minimize people not being able to solve problems in handling administrative procedures when they can't do it in person, contributing to propaganda and promoting the use of online public services” Ms. Thao - Director of the Provincial Administrative Center emphasized.

Trang Thu

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