2009中国最佳呼叫中心入围、获奖企业：
北京市人力资源和社会保障局电话咨询中心

2009/10/15

北京市人力资源和社会保障局电话咨询中心

　　 北京市劳动和社会保障局电话咨询中心是在市委、市政府的直接关怀下，于2002年8月组建成立的。2003年12月16日，北京市劳动保障咨询电话正式向社会开通，采用全国统一的5位数特服号----12333，成为继上海之后第二个开通劳动保障咨询热线的城市。

　　 12333的建立和开通是市政府2003年为百姓办的重要实事之一。

　　 开通电话咨询业务主要是面向市民与用人单位，免费提供劳动就业、社会保障、劳动关系、劳动工资等政策法规咨询和办事指南服务；利用电话、传真、互联网、自动语音等现代化信息技术，营造一个直观、快捷、便利的政策咨询环境，构筑一个多层次、全方位、立体型的政策咨询服务体系，以适应劳动力群体中不同年龄结构、不同文化层次、不同信息需求和需要。电话咨询中心的成立和咨询业务的开通，既架起了政府和百姓联系和沟通的桥梁，又是市政府在劳动和社会保障方面为百姓搭起的一个便捷的政策咨询服务平台，它是政府从管理职能向服务职能转变的具体体现，是优化发展环境、构建和谐社会的具体实践。

　　 12333作为政府面向公众开放的公共服务窗口，开通六年来共为群众提供咨询服务570万件，受到社会各界好评。连续三年实现零投诉，群众满意率达到99.99%。开通以来共接到社会各界来电、来信表扬404件，收到群众赠送的锦旗19面。电话咨询中心还先后荣获“全国巾帼文明岗”、“北京市青年文明号”、“北京市便民电话工作先进单位”、“北京市三八红旗集体”和“北京市服务奥运优秀单位”等荣誉称号。

　　 2009年3月31日，人力资源和社会保障局正式挂牌成立，原人事局和原劳动和社会保障局的业务合二为一，这意味着12333将面临新的挑战，任务更加艰巨。今后，我们会继续坚持“服务、诚信、团结、创新”的服务宗旨，为广大群众谋利益，为构建和谐社会，维护社会稳定做出新的贡献。

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.