天津市人民政府令

Decree of Tianjin Municipal People’s Government

第39号

No.39

《天津市政务服务便民热线管理办法》已于2024年11月6日经市人民政府第60次常务会议通过，现予公布，自2025年1月1日起施行。

 Measures of Tianjin Municipality on Government Service Hotlines, adopted at the 60^th executive meeting of the Municipal People's Government on November 6, 2024, is hereby promulgated and shall enter into effect as of January 1, 2025.

天津市市长　张工

Mayor of Tianjin, Zhang Gong

2024年11月12日

November 12, 2024

天津市政务服务便民热线管理办法

Measures of Tianjin Municipality on Government Service Hotlines

第一章  总则

Chapter I General Provisions

第一条  为了规范和加强政务服务便民热线的管理，提高政务服务水平，推进依法行政，优化营商环境，根据有关法律、法规，结合本市实际，制定本办法。

Article 1 These Measures are formulated for the purposes of standardizing and strengthening the management of government service hotlines, improving the quality of government services, thoroughly advancing law-based administration, and optimizing the business environment in accordance with the relevant laws and administrative regulations and in light of the actual circumstances of this municipality.

第二条  本办法适用于本市行政区域内12345政务服务便民热线的管理和诉求办理工作。

本办法所称12345政务服务便民热线（以下简称热线），是指市人民政府设立的，通过12345电话以及配套设置的网站、微信等渠道综合接收、直接答复和派发、督办有关诉求的公共服务平台。

Article 2 These Measures shall apply to the management of the ‘12345’ government service hotlines and the handling of public requests within the administrative region of this municipality.

The ‘12345’ government service hotlines(hereinafter referred to as the "hotline") mentioned in these Measures refers to the public service platform established by the municipal people's government, which comprehensively receives, directly answers, dispatches and supervises the handling of relevant requests through the ‘12345’ hotlines as well as its supporting channels such as websites and WeChat.

第三条  热线工作应当遵循以人民为中心的发展思想，坚持问题导向、依法办理、协同联动、便捷高效的原则，实行统一接收、归口办理、分级负责、限时办结、监督评价的工作机制，接受新闻媒体以及社会各界的监督。

Article 3 The hotline shall follow the people-centered  development philosophy, insisting on the principles of problem orientation, handling in accordance with the law, coordination, connection, convenience and efficiency. It shall implement such mechanisms as unified receipt, handling by the relevant departments, responsibility at different levels, completion within a time limit, and supervision and evaluation, and being subject to the supervision of the news media and all sectors of society.

第四条  市和区人民政府应当建立健全热线工作协调机制，统筹指导本行政区域内热线工作，协调解决热线工作中的重大事项和重点难点问题。

Article 4 The municipal people's government and the district people's governments shall establish and improve the coordination mechanism for the hotline, provide overall guidance on the hotline within their respective administrative regions, and coordinate and solve major matters as well as key and difficult issues arising in hotline operations.

第五条  市政务服务部门是本市热线工作的行政主管部门，负责热线规划建设和全市热线工作的组织推动，指导和监督热线工作机构开展工作。

市便民专线服务中心是本市热线工作机构，具体负责热线日常运行管理工作。

区人民政府指定的工作机构负责本行政区域内热线的具体管理工作。

Article 5 The municipal government service department is the administration department in charge of the hotline in this municipality. It is responsible for planning and constructing the hotline system，coordinating and promoting hotline operations across the entire municipality，guiding and supervising the work of the office of hotline in carrying out their duties.

The municipal convenience service hotline center is the office of hotline in this municipality, and is specifically responsible for the daily operation and management of the hotline.

The office designated by the district people's governments are responsible for the specific management work of the hotline within their respective administrative regions.

第六条  区人民政府，市人民政府各部门，法律、法规授权的具有管理公共事务职能的组织，承担公共服务职能的企业事业单位等是诉求事项的承办单位，负责办理诉求事项。

中央驻津行政机关、人民团体、社会组织可以参与办理诉求事项。

区人民政府可以指定有关部门、乡镇人民政府、街道办事处等作为经办单位具体办理诉求事项。

Article 6 The district people's governments and departments of the municipal people's government, organizations empowered by a law or regulation to manage public affairs, and enterprises and institutions undertaking public service functions and so on are the undertaking entities of request items and are responsible for handling request.

The administrative organs stationed in Tianjin by central government, people's organizations and social organizations may participate in handling requests.

The district people's governments may designate relevant departments, township people's governments and sub-district administrative office and so on as the handling units to specifically handle requests.

第七条  市和区人民政府应当建立健全经费保障机制，保障热线工作正常运行。

Article 7 The municipal people's government and the district people's governments shall establish and improve the funding guarantee mechanism to ensure the normal operation of the hotline .

第八条  市和区人民政府及其有关部门应当采取措施，畅通渠道，支持、引导社会力量和公众参与诉求事项办理。

报刊、广播、电视、网络等新闻媒体应当采取多种形式，加强热线工作有关法律、法规、规章的宣传普及，引导公众形成正确认识和合理预期。

Article 8 The municipal people's government and the district people's governments and the relevant departments shall take measures to smooth the channels and support as well as guide social forces and the public to participate in the handling of requests.

Newspapers, radio, television, internet and other news media shall adopt various forms to strengthen the publicity and popularization of the laws, administrative regulations, and rules related to the hotline, and guide the public to form correct understandings and reasonable expectations.

第九条  本市建立京津冀热线协同联动机制，推进诉求区域内互转互通、联动处置、信息共享，对社保医保、交通出行、旅游等与公众生活密切相关的诉求事项提供咨询、转接等服务。

Article 9 This municipality establishes a coordinated and inter-linked mechanism for the hotline in the Beijing-Tianjin-Hebei region, promoting the mutual transfer, interconnected handling and the sharing of requests information within the region, and providing consulting and transferring services for request items closely related to the public life, such as social security, medical insurance, transportation and tourism.

第二章  诉求办理

Chapter II The Handling of Requests

第十条  自然人、法人或者非法人组织（以下统称诉求人）可以通过热线，提出经济调节、市场监管、社会管理、公共服务、生态环境保护等领域的咨询、求助、投诉、举报和意见建议等非紧急诉求。

Article 10 Natural persons, legal persons or unincorporated organizations (hereinafter collectively referred to as "applicants") may put forward non-emergency requests through the hotline, including inquiries, requests for assistance, complaints, reports, opinions and suggestions concerning the fields of economic regulation, market supervision, social management, public services, ecological and environmental protection, etc..

第十一条  诉求人提出诉求不受非法干预、压制和打击报复，正常生活和生产经营活动不受非法干扰，涉及的个人隐私、个人信息、商业秘密等依法受到保护。

诉求人有权知悉诉求事项的办理情况并作出评价。

Article 11 The applicants should not be illegally interfered with, suppressed or retaliated against as a consequence of putting forward requests. Their normal life, production and business activities should not be illegally disrupted. Their personal privacy, personal information, trade secrets and other matters involved shall be protected in accordance with the law.

The applicants are entitled to be informed of the handling status of the requests and to make evaluations.

第十二条  诉求人应当如实表达诉求，提供诉求事项必要信息，并对诉求内容的真实性负责。

诉求人应当配合诉求办理工作，尊重工作人员，维护工作秩序，客观评价诉求事项办理情况。

诉求人不得捏造事实，不得诽谤、诬告陷害他人，不得骚扰、侮辱、威胁工作人员，不得无正当理由反复或者长时间占用热线资源。

Article 12 The applicants shall truthfully express their requests, provide necessary information on the request items, and be responsible for the authenticity of the content of the requests.

The applicants shall cooperate in the processing of requests, respect the staff, maintain work order, and objectively evaluate the handling status of the request items.

The applicants should not fabricate facts, slander, falsely accuse or frame others, harass, insult or threaten the staff, or repeatedly or continuously occupy hotline resources without justifiable reasons.

第十三条  属于下列情形的，热线工作机构按照相应方式分类处理：

（一）应当通过110、119、120等紧急热线处理的事项，即时转接至相应热线，并告知诉求人；

（二）依法应当通过或者已经进入诉讼、仲裁、纪检监察、行政复议、政府信息公开等程序和已经进入信访渠道办理的事项，告知诉求人相应办理途径；

（三）涉及国家秘密、商业秘密、个人隐私的，向诉求人做好解释工作；

（四）违反法律、法规或者违背社会公序良俗的，做好劝导、教育工作，告知诉求人应当遵守的相关规定和违法行为的法律后果；

（五）正在办理或者办理完毕，且诉求人没有新情况、新理由又提出同一诉求事项的，告知诉求人办理进度或者办理结果。

Article 13 In the following circumstances, the office of hotline office of hotline shall classify and handle them in corresponding ways:

(1) For matters that should be handled through emergency hotlines such as 110, 119 and 120, they shall be immediately transferred to the corresponding hotlines and the applicants shall be informed;

(2) For matters that should be handled through or have already entered procedures such as litigation, arbitration, discipline inspection and supervision, administrative reconsideration, governmental information disclosure and those that have already entered the channels for handling petitions, the applicants shall be informed of the corresponding handling channels;

(3) For matters involving state secrets, commercial secrets and personal privacy, explanations shall be given to the applicants;

(4) In cases where laws or administrative regulations are violated or public order and good morals are compromised, persuasion and education shall be carried out, and the applicants shall be informed of the relevant regulations that should be complied with and the legal consequences of illegal acts;

(5) For matters that are being handled or have been handled and for which the applicants raise the same requests again without new circumstances or reasons, the applicants shall be informed of the handling progress or the handling results.

第十四条  热线工作人员应当认真听取诉求人陈述，使用规范用语耐心解答，引导诉求人明确诉求内容，全面、准确记录诉求提出时间、诉求事项、联系方式、保密事项等要素，形成诉求工单，并为诉求人查询办理进度和办理结果提供便利。

对热线工作人员态度生硬、作风粗暴、敷衍塞责等不规范的服务行为，诉求人有权投诉举报。

Article 14 Hotline staff should carefully listen to the statements made by applicants, patiently answer questions by using standardized language, guide applicants to clarify the content of their requests, comprehensively and accurately record elements such as the time when the request was made, the request items, contact information, and confidential matters, form request work orders and facilitate applicants to inquire about the progress and results of the handling.

The applicants are entitled to file complaints and reports regarding the unregulated service behaviors of hotline staff, such as being rude in attitude, having a rough work style, and being perfunctory in their duties.

第十五条  诉求事项属于咨询且可以当场解答的，热线工作人员应当直接答复诉求人。涉及专业技术性较强或者咨询较为集中的诉求事项，热线工作机构可以要求承办单位设置驻场人员协助答复。

诉求事项属于求助、投诉、举报、意见建议等需要承办单位办理的，热线工作机构应当向承办单位派发工单，确定反馈期限。诉求事项包含多项诉求内容且属于不同承办单位职责的，热线工作机构应当分别派发工单。

热线工作机构应当建立健全派单工作机制，完善派单标准和工作规范，提升派单精准度，对疑难复杂诉求可以在派单前进行会商。

Article 15 If the request item is an inquiry that can be answered on the spot, the hotline staff should directly reply to the applicant. For request items that involve specialized technical expertise or those with concentrated inquiries, the office of hotline may request the undertaking entity to assign on-site personnel to assist with the replies.

If the request item falls under requests for assistance, complaints, reports, opinions and suggestions that require handling by the undertaking entity, the office of hotline should dispatch work orders to the undertaking entity and determine the feedback deadline. If the request item contains multiple request contents and falls under the responsibilities of different undertaking entities, the office of hotline should dispatch work orders separately.

The office of hotline should establish and improve the work order dispatching mechanism, refine the dispatching standards and work norms, improve the accuracy of dispatching, and may conduct consultations before dispatching work orders for difficult and complex requests.

第十六条  承办单位应当及时联系诉求人，了解诉求具体情况，听取诉求人意见建议，依法办理诉求事项。

法律、法规、规章对诉求事项的办理程序、期限有规定的，承办单位应当按照法定程序、在法定期限内办结诉求事项。法律、法规、规章对诉求事项的办理程序、期限未作规定的，承办单位应当在工单确定的反馈期限内办结诉求事项。

承办单位应当在反馈期限内将诉求事项办理情况回复诉求人（诉求人要求不回复的除外），并告知热线工作机构。

Article 16 The undertaking entity shall promptly contact the applicant, inspect the specific situation of the request, listen to the opinions and suggestions of the applicant, and handle the request items in accordance with the law.

Where laws, administrative regulations and rules have provisions on the handling procedures and time limits for request items, the undertaking entity shall complete the handling of the request items in accordance with the statutory procedures and within the statutory time limits. Where laws, administrative regulations and rules do not have provisions on the handling procedures and time limits for request items, the undertaking entity shall complete the handling of the request items within the feedback time limit determined in the work order.

The undertaking entity shall inform the applicant and the office of hotline as well of the handling situation of the request items within the feedback time limit (except where the applicant requests not to be replied to).

第十七条  对不属于本单位职责范围内的诉求事项，承办单位应当在收到派单后1个工作日内申请退回，并向热线工作机构说明理由和依据，疑难复杂诉求事项可延长至2个工作日。超过2个工作日未退回的，承办单位应当按照规定的期限办理。

热线工作机构应当对承办单位的退回申请进行审核，同意退回的，及时转派；不同意退回的，说明理由，由原承办单位继续办理。

对情况复杂或者因职责交叉、不明确难以确定承办单位的诉求事项，市政务服务部门应当组织有关部门研究确定或者直接指定承办单位。经研究确定或者直接指定的承办单位不得退回诉求事项。

Article 17 For request items that do not fall within the scope of its powers, the undertaking entity shall apply for return within 1 working day after receiving the work order and explain the reasons and basis to the office of hotline. For difficult and complex request items, the time limit can be extended to 2 working days. If it fails to return within 2 working days, the undertaking entity shall handle the request items within the prescribed time limit.

The office of hotline shall review the application for return by the undertaking entity. If it agrees on the return, it shall promptly reassign the work order; if it disagrees on the return, it shall explain the reasons and the original undertaking entity shall continue to handle the request items.

For request items with complex situations or those where it is difficult to determine the undertaking entity due to overlapping or unclear powers, the municipal government service department shall organize relevant departments to study and determine or directly designate the undertaking entity. The undertaking entity determined through research or directly designated shall not return the request items.

第十八条  诉求事项办结后，热线工作机构应当通过电话、短信、网络等方式对诉求人进行回访，核实诉求事项办理情况，诉求人可以对诉求事项办理情况进行满意度评价。

诉求人对诉求事项办理情况首次评价不满意的，热线工作机构可以根据情况将诉求事项退回承办单位再次办理。

Article 18 After the request items are completed, the office of hotline shall pay return visits to the applicants by means of telephone calls, text messages, the Internet and other ways to verify the handling situation of the request items, and the applicants can conduct satisfaction evaluations on the handling situation of the request items.

If the applicants are dissatisfied with the handling situation of the request items in the first evaluation, the office of hotline may, depending on the circumstances, return the request items to the undertaking entity for handling again.

第十九条  对热线工作中涉及的国家秘密、商业秘密、个人隐私以及有关个人信息，有关单位和人员应当履行保密义务，不得泄露。

Article 19 As far as state secret, trade secret, or personal privacy and relevant personal information is involved in the hotline, the relevant entities and personnel shall fulfill their confidentiality obligations and guarantee nondisclosure of relevant information.

第二十条  热线工作机构应当建立权威准确、标准统一、实时更新、共建共享的热线知识库，细化知识库目录，扩大当场解答事项范围，向诉求人提供便捷的咨询和查询服务。

承办单位应当根据热线知识库目录和标准，提供准确信息。信息变更或者存在错误、遗漏的，应当及时更新或者更正、补充。

Article 20 The office of hotline should establish a hotline knowledge base that is authoritative, accurate, coherent in standards, up-to-date, and share-based. It should refine the catalogue of the knowledge base, expand the scope of items that can be answered on the spot, and provide convenient consultation and inquiry services for applicants.

The undertaking entity should provide accurate information according to the catalogue and standards of the hotline knowledge base. In case of information changes or the existence of errors or omissions, it should update, correct or supplement it in a timely manner.

第二十一条  与公众利益密切相关的政策公布前，承办单位应当提前向热线工作机构提供解读资料或者答复指南，并配合提供专题培训。

Article 21 Before policies closely related to the public interest are announced, the undertaking entity shall provide interpretation materials or reply guidelines to the office of hotline in advance and cooperate in providing special training.

第三章  督办与评价

Chapter III Supervision and Evaluation

第二十二条  热线工作机构负责诉求事项日常督办工作。承办单位有下列情形之一的，列入督办范围：

（一）属于职责范围但拒不接受诉求工单的；

（二）超出办理期限未办结的；

（三）诉求人多次反映或者多个诉求人集中反映同一问题，承办单位未作出合理处置的；

（四）诉求事项办理不力造成负面影响的；

（五）热线知识库更新不及时或者提供信息不符合要求的；

（六）其他需要督办的情形。

Article 22 The office of hotline is responsible for the supervision of request items. The undertaking entity shall be included in the scope of supervision under any of the following circumstances:

(1) Refusing to accept the request work order whereas it falls within the scope of its powers;

(2) Failing to complete the handling within the handling time limit;

(3) When the applicant has reported the same problem for multiple times or multiple applicants have concentratedly reported the same problem, and the undertaking entity has not made reasonable handling;

(4) Causing negative impacts due to ineffective handling of request items;

(5) Failing to update the hotline knowledge base in a timely manner or providing information that does not meet the requirements;

(6) Other circumstances that require routine oversight.

第二十三条  市政务服务部门应当建立健全热线工作评价机制，对承办单位诉求事项办理情况进行综合评价，热线工作机构负责具体实施。

诉求人对诉求事项办理情况评价不满意的，承办单位可以提交书面说明和佐证材料，热线工作机构经审核认为承办单位确已尽责的，对承办单位可以不予负面评价。

Article 23 The municipal government service department shall establish and improve the evaluation mechanism for the hotline, conduct a comprehensive evaluation on the handling situation of request items by the undertaking entity, and the office of hotline is responsible for the specific implementation.

If the applicant is dissatisfied with the handling situation of the request items, the undertaking entity may submit written explanations and supporting materials. If the office of hotline, upon review, believes that the undertaking entity has indeed fulfilled its responsibilities, it may refrain from giving a negative evaluation to the undertaking entity.

第二十四条  对法律、法规、规章等未明确管理职责的事项，鼓励承办单位主动作为，推动诉求事项解决。

Article 24 For matters where the administrative functions are not clarified by law, administrative regulations and rules, the responsible entities are encouraged to take proactive steps to promote the resolution of request items.

第四章  工作保障

Chapter IV Work Guarantee

第二十五条  市政务服务部门应当加强热线工作队伍建设，采取组织分级分类培训、工作指导交流、经验总结推广等措施，提升工作人员的业务素质和工作能力。

Article 25 The municipal government service department should strengthen the construction of the hotline work team and take measures such as organizing hierarchical and classified training, work guidance and exchanges, and experience summary and promotion to improve the professional qualities and work capabilities of the staff.

第二十六条  市政务服务部门应当加强热线数据资源的标准化管理，强化热线与部门业务系统的互联互通和信息共享，推动热线与政务服务平台、政府网站的联动融合。

Article 26 The municipal government service department shall strengthen the standardized management of hotline data resources, enhance the interconnection and information sharing between the hotline and departmental business systems, and promote the linkage and integration of the hotline with the government service platform and the official government website.

第二十七条  热线工作机构和承办单位应当建立健全热线信息安全保障机制，落实信息安全责任，依法保护国家秘密、商业秘密和个人隐私，按照“谁管理、谁使用、谁负责”的原则，加强业务系统访问查询、共享信息使用的全过程安全管理。

Article 27 The office of hotline and undertaking entities should establish and improve the hotline information security guarantee mechanism, implement the information security responsibilities, and protect state secrets, business secrets, and personal privacy in accordance with the law. In accordance with the principle of "those who manage shall be responsible, those who use shall be responsible", strengthen the whole-process security management of access and query of business systems and the use of shared information.

第二十八条  热线工作机构应当加强对诉求办理各环节的动态监测和分析研判，定期形成数据分析报告，为政务服务和社会治理提供决策参考。

Article 28 The office of hotline should strengthen the dynamic monitoring, analysis and appraisal of all aspects in the handling of requestsrequest, regularly formulate data analysis reports, and provide decision-making references for government services and social governance.

第五章  法律责任

Chapter V Legal Responsibility

第二十九条  市政务服务部门、热线工作机构、承办单位和其他参与热线工作的单位及其工作人员有下列情形之一的，由有权机关责令改正；情节严重的，对直接负责的主管人员和其他直接责任人员依法给予处理；构成犯罪的，依法追究刑事责任：

（一）对法定职责内的诉求事项拒不接收的；

（二）对受理的诉求事项应办未办，经督办仍未办理的；

（三）办理诉求事项弄虚作假的；

（四）违反规定泄露国家秘密、商业秘密、个人隐私或者有关个人信息的；

（五）非法干预、压制和打击报复诉求人，非法干扰诉求人正常生活、生产经营活动的；

（六）对诉求人态度生硬、作风粗暴、敷衍塞责，导致不良后果的；

（七）其他滥用职权、玩忽职守、徇私舞弊的情形。

Article 29 Where the municipal government service department, the office of hotline, undertaking entities and other entities participating in the hotline as well as their staff members fall under any of the following circumstances, the authorities with the power shall order them to make corrections; if the circumstances are serious, the persons directly in charge and other directly responsible persons shall be dealt with in accordance with the law; if a crime is constituted, criminal liability shall be investigated in accordance with the law:

(1) Refusing to accept the matters of requests within the scope of statutory duties;

(2) Failing to handle the accepted matters of requests that should have been handled and still failing to handle them after supervision and urging;

(3) Resorting to deception and fraud in handling the matters of requests;

(4) Disclosing state secrets, commercial secrets, personal privacy or relevant personal information in violation of regulations;

(5) Illegally interfering with, suppressing or retaliating against applicants and illegally disturbing the normal life, production and business activities of applicants;

(6) Adopting a rude attitude towards applicants, having a rough work style and performing duties in a perfunctory manner, resulting in adverse consequences;

(7) Other circumstances of abusing power, neglecting duties or engaging in malpractice for personal gain.

第三十条  诉求人违反本办法第十二条第三款规定，构成违反治安管理行为的，由公安机关依法处理；构成犯罪的，依法追究刑事责任。

Article 30 If a applicant violates the provisions of Paragraph 3, Article 12 of these Measures and the act constitutes a violation of public security administration, the public security organ shall handle it in accordance with the law; and if any crime is constituted, the offender shall be held criminally liable in accordance with the law.

第三十一条  违反本办法规定的行为，法律、法规已有处理规定的，从其规定。

Article 31 Where there are already provisions on the handling of acts in violation of the provisions of these Measures in laws and regulations, such provisions shall prevail.

第六章  附则

Chapter VI Supplementary Provisions

第三十二条  本办法自2025年1月1日起施行。天津市人民政府2015年5月28日公布的《天津市便民服务专线管理规定》同时废止。

Article 32 The Decree shall come into force as of January 1, 2025. The Provisions of Tianjin Municipality on the Convenience Service Hotlines promulgated by Tianjin Municipal People's Government on May 28, 2015 shall be repealed simultaneously.