每年夏季由市政府引领,十几家职能部门和新闻媒体共同参与的“夏令热线”活动,牵动着成千上万的上海市民。“夏令热线”作为与市民的第一接触点,因此接触服务质量和管理水平尤为重要。本文以上电热线作为“夏令热线”参与单位为例,把上电热线的管理办法和措施应用于实践,取得了显著的成果,并为“夏令热线”活动常办常新,做了积极而有益的探索。 Each summer, led by the municipal government, more than a dozen of functional departments and the news media participate in the “Summer Hotline” activities, affecting thousands of Shanghai citizens. “Summer hotline ” as the first point of contact with the public, so access to service quality and management level is particularly important. In this paper, the hotline as the “summer heat hotline ” participating units, for example, the hotline management practices and measures applied to practice, and achieved remarkable results, and for “summer hotline ” activities often do new, do A positive and useful exploration.