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电子政务在我国方兴未艾,电子政务中的一项重要任务就是服务于广大的人民群众,而与群众联系最方便的手段是电话热线——Call Center。它是人民群众与政府之间沟通信息的一个重要桥梁,是政府为民办事的一个窗口,在提升政府形象、提高政府部门的办事效率,提高地方政府对焦点问题的响应速度,加强居民与政府的关系,提高人民群众对政府的信任度、满意度等方面能够发挥重大作用,有效地帮助地方政府制定出符合最广大人民群众根本利益的政策。
E-government is in the ascendant in our country. One of the most important tasks in e-government is to serve the broad masses of the people. The most convenient means to contact with the masses is the Call Center, the Call Center. It is an important bridge between the masses of the people and the government in communicating information and is a window for the government to serve the people in order to enhance the image of the government, improve the efficiency of government departments, speed up the response of local governments to the key issues and strengthen the cooperation between residents and the government And enhance the people’s trust and satisfaction with the government. It can effectively help local governments to formulate policies that accord with the fundamental interests of the overwhelming majority of the people.