A hotline to "listen to the people"

The phone rings , and Ms. Nguyen Thi Quynh Mai, an employee of the Infrastructure - Smart City Department at the Dak Lak Provincial Smart City Operations Center, picks it up, attentively listening and responding to the caller's story and problem. Each conversation can last 3-5 minutes, but some calls can last over 20 minutes.

Operating the 0262.1022 hotline, Ms. Mai continuously receives and resolves calls from citizens and businesses every day, with the most frequent requests being for assistance with administrative procedures and public services. Ms. Mai always focuses on listening, advising, and providing specific guidance to citizens on procedural processes, contact points, and connecting them with relevant departments in each field so that citizens can reach them for resolution. This job requires her to constantly improve her communication skills and regularly update her knowledge of the latest changes in administrative procedures to explain and support citizens.

Staff at the Dak Lak Provincial Smart City Operations Center receive citizen feedback calls via the hotline 0262.1022.

The 0262.1022 hotline of the Dak Lak Provincial Smart City Operations Center is a free service that receives feedback, suggestions, and answers questions from people throughout the province. All calls to the hotline are guaranteed to be confidential. The 0262.1022 hotline software system also allows receiving information via both IP phone and Softphone (application installed on a computer), recording the process of receiving feedback, suggestions, and requests from organizations and individuals, including logs and audio recordings.

At the People's Committee of Buon Ma Thuot City, members of the 1900.86.86.47 hotline team receive more than 10 calls daily reporting issues in various fields: environment, urban development, construction, security and order, traffic safety, etc., from citizens. The most frequent complaints concern environmental sanitation, urban beautification, and traffic. The information is quickly received and forwarded to relevant departments for timely response and resolution.

The hotline 1900.86.86.47 once received a complaint from Mr. PCM (Tan Tien Ward, Buon Ma Thuot City) regarding the situation where some convenience stores on Quang Trung Street frequently erect umbrellas and tarpaulins, encroaching on the road, obstructing visibility, and hindering traffic; he requested that the authorities take corrective measures.

Upon receiving Mr. M.'s complaint, the hotline staff contacted the relevant authorities to resolve the issue. Shortly afterward, the authorities inspected the site and requested the offending household to remove the tarpaulin, restoring the street's unobstructed view.

According to statistics, the 0262.1022 hotline and the 1900.86.86.47 hotline receive thousands of calls from citizens each year. Mr. Nong Van Toan (Hoa Thuan commune, Buon Ma Thuot city) commented: “Reporting information and suggestions by calling the hotline is easy to do, saves people time, and simplifies the process of submitting feedback to the authorities. Importantly, the feedback is processed promptly.”

The hotline operator team at 1900.86.86.47 receives feedback from the public.

According to Tran Duc Nhat, Vice Chairman of the People's Committee of Buon Ma Thuot City, these information channels are gradually gaining attention from organizations and individuals across all aspects of local socio -economic life, contributing to positive changes in state management. Simultaneously, the quality of public services and urban utilities is improving, building trust and satisfaction among citizens; awareness of responsibility and coordination among relevant agencies and units are becoming increasingly close and effective.

To enhance interaction and information reception from the public, Mr. Nhat stated that in the coming time, the city will strengthen propaganda about the functions and activities of the hotline so that people are aware; he requested that agencies, units, and the People's Committees of wards and communes be more proactive in updating progress and reporting results of handling complaints, continue to promote a sense of responsibility, and strengthen coordination to further improve the effectiveness and efficiency of the hotline's operation, bringing satisfaction to the people.

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