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Effective public service hotline

DA NANG Today
Published: January 04, 2018

Officially put into use in April 2016, the Da Nang Public Service Portal with its hotline 0236 1022 has operated effectively, and it has won the trust and high praise from both local residents and visitors.

The operators of the new hotline (Photo: VNA)
The operators of the hotline (Photo: Huynh Le)

The hotline aims to offer an opportunity for locals and visitors to have their questions about all aspects answered by the city authorities, even in the English language.

This useful service provides such information as the city’s administrative procedures, its regulations and policies, any natural disaster forecasts, and about the local economy, culture and tourism. 

In addition, opinions and feedback contributed by locals are always welcomed through this channel. 

Callers can present any problems or their complaints relating to social security, traffic safety, environmental pollution, and other matters of deep concern in the city.

Users of local landline phones need only dial 1022, whilst those ringing from mobile phones or landlines registered in other localities must dial 0236 1022. 

The call charge to this hotline is the same as for any other landline number, whilst an ask-to-answer service is free of charge. 

Currently, switchboard operators are on duty from 7.30am - 5.30pm every day. 

Those, who call the hotline at other times of day, can select the recording mode, and switchboard operators will ring them back the next morning to answer their questions.

To date, switchboard operators have received a total of 10,000 questions, complaints and recommendations from individuals and organisations from Da Nang and other localities nationwide. 

Relevant local departments and agencies are required to reply to complainants and deal with their reported issues.

However, if a case is complicated or sensitive, the city’s Public Service Information Centre must immediately report the matter to the municipal People’s Committee for dealing with as quickly as possible.

All the answers are now available at http://egov.danang.gov.vn/gop-y.

Widely publicising the efficiency of the hotline
Widely publicising the efficiency of the hotline

In the current context of the rapid progress of social media sites, in November 2017, the city’s Public Service Portal officially opened its fanpage ‘Gop Y Da Nang’ (Giving Complaints to Da Nang) at https://www.facebook.com/gopy.danang

The fanpage has received a large number of complaints from local inhabitants and visitors about local issues of deep concern.

Last month, for instance, there was a complaint about a group of locals burning piles of trash containing electric and plastic wire at the intersection of the Chu Huy Man and Pham Van Xao streets in Son Tra District’s Nai Hien Dong Ward in order to collect copper for sale.  This matter caused air pollution and unpleasant odour to some families living nearby, thereby sparking deep concern amongst the general public. 

Soon after, the district’s Office of Natural Resources and the Environment, the Nai Hien Dong Ward People’s Committee and other relevant agencies jointly resolved this problem.  

In particular, effective measures were taken to ensure that such an environmental problem might not happen again.

In an attempt to encourage local internet users to give their constructive recommendations to the city authorities, the municipal Public Service Portal has already opened its account on mobile chat app Zalo. 

Mr Tran Ngoc Thach, the Director of the city’s Public Service Information Centre, remarked that the Portal’s effective operation on Facebook and Zalo would help to create a deeper connection between the local authorities and local citizens, make the city greener, cleaner and more beautiful in the years ahead.

 

 

 

 

 

 

 

 

 

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