党的十八大以来,党中央对做好群众工作、畅通民主渠道、服务民生需求提出一系列要求。去年年底,济南市12345热线牵头起草的《政府热线服务规范》,已经由国家质检总局、国家标准委予以发布,上升为国家标准。今年6月26日,济南市又印发了《关于加强12345市民服务热线工作的意见》,以党委、政府“最高规格”文件,将12345热线工作情况、 Since the 18th CPC National Congress, the CPC Central Committee has put forward a series of requirements for doing a good job in mass work, unblocking democratic channels and serving the livelihood needs of the people. At the end of last year, the government hotline service code drafted by the 12345 hotline of Jinan City has been promulgated by the State Administration of Quality Supervision, Inspection and Quarantine, and upgraded to the national standard. June 26 this year, Jinan City, has also printed “on the strengthening of 12345 public service hotline opinion” to the party committees and governments “highest specification ” document, the 12345 hotline work,