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Environmental Hotline in Chongqing,12369 ：a model for citizen monitoring Tang Xingqun Chongqing EPB 2007 12 15 June 5th of 2002 ，“Chongqing Environmental Hotline 12369” was launched as one of “Eight Citizen Projects” by Chongqing government. 12369 network construction ★Chongqing City 12369 center ★sub-centers in Wanzhou , Puling, and Qinjiang ★Except the three sub-centers, the other 37 municipalities or counties are covered by the Chongqing city 12369 center. 12369 management system establishment ★ 《work discipline 》 ★ 《operator management system 》 ★ 《person-in charge system 》 ★ 《accountability system 》 ★ 《complains and visit system 》 ★ 《complains handling procedures 》 Over 20 internal management regulations. 12369 working procedure Can deal with 10 simultaneous calls 4 operator lines （with recording function ） 6 automatic answering machines 24 hours Assign a number for each case 12369 Center has implemented 5 policies including operators are assigned for specific regions, hotline cases have priority to be dealt with, emergency accidents joint response, environmental monitoring express and briefs. These policies have improved the quality and efficiency of responses, return visits and follow- ups. The enforcement team will arrive at the scene within 30 minutes receiving the “notification form to deal with environmental complains” Other cases will normally be processed within 8 hours, scene investigation within 5 working days, and prosecute suspect illegal cases within 3 days. For those cases not processed, automatic reminder will be generated, and the process results will be feedbacked to 12369 center for citizens’ inquiries. Introduce new technologies on map inquiry and position location, and conference calls to have dialogues with more than two parties. All these have improved the efficiency and service quality. For results that are unsatisfactory to the public, issue a letter to ask local governments change. Over 3 times unsatisfactory on the same case, the Chongqing municipal environment enforcement team will deal with the case directly. Disclosure on Gov. affairs makes citizen satisfactory 12369 impacts 1、enhanced enthusiasm for citizen participation 2、provided information for rapid control and deal with emergent environmental accidents. 3、Improved the enforcement efficiency, improved the reputation of the enforcement bodies. 4、Provided scientific ground for government environmental decision making 5、Awareness on environmental laws and regulations were enhanced. Number of cases ：131801 （June 2002 to Nov. ） Pollution complains Existing problems 1、the network system need to be improved 2、No unified standard 3、facing huge pressure Suggestions: 1、Further advance the network construction 2、common standard to ensure quality operation 3、Further advance the accountability mechanism and increase the public satisfactory rate. Thank You!
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