Recently, the Education and Examination Center of the Ministry of Industry and Information Technology issued the first “Digital Government Service” (primary) professional ability level certificate.

This certificate is currently a vocational and technical certificate for government hotline practitioners. The CC-CMM standard organization and Saisheng Industrial Information Research Institute rely on their own high-quality resources such as government service topics, project experience, practitioners in the field of government service and top experts in the industry, and combine new technologies, new norms, and new requirements for the development of government services , Developed and launched in line with domestic and foreign advanced standards. Pass the assessment and get the “Digital Government Service” certificate issued by the Education and Examination Center of the Ministry of Industry and Information Technology .

The certificate has been officially implemented since 2022. There are already people from China Information Association, Taxation Bureau, 12345 government service convenience hotline, 12333 social security hotline, 12366 tax hotline, 12393 medical insurance hotline, 95598 electric power hotline, China Mobile Online, China Telecom, Zhejiang Ocean Nearly 100 students from Bo, Kunming Yaolong, Chongqing Vision, Guangdong Unicom and other units participated in the elementary courses and corresponding exams.

 In response to market demand, and confirmed through discussions with the Education and Examination Center of the Ministry of Industry and Information Technology , a new course of “Digital Government Services” (Elementary) will be officially launched on November 19, 2022

Participant requirements:

1. Education: Graduates with secondary or higher vocational education or above
2. Have more than 1 year of experience in government service related work

training content:

(1) Introduction to Government Services

1. Quality of Government Service Practitioners

• History of government service industry development
• Current situation and development trend of government service
• Industry characteristics and requirements
• Professional skills, attitude, ethics

2. Common sense of public relations in government services

• meaning of public relations
• The basic characteristics of government service in public relations
• Classification and Characteristics of Public Relations in Government Service

3. Basic principles and concepts of government service

• The basic connotation of government service
• Basic principles of government service
• Adhere to the leadership of the party and adhere to the people-centered
• Concept of government service system
• Discussion on the Fairness and Accessibility of Government Services

(2) “Voice and Image” of Government Services

1. Government service and interactive carrier

• Differential Thinking Development Exercises
• Sound Transmission Segment Analysis
• Sound quality and sound information control
• “Civilization and Creation” of Cities and Rural Areas

2. The Art of Communication in Government Service

• Communication Particularity of Government Service Guidelines
• Regional stability and image – city business card, business environment, assisting government scientific decision-making
• Routine business scenarios in government services

3. Windowing standard etiquette and skills

• Replay of “Voice of the People”
• Principled strategy communication and process interpretation
• Staged speech guidance for government services
• System Concept Intervention
• Practice and Learning Tutoring

(3) Objection handling and complaints in the integration of government services

1. Service Communication Skills

• Elements of government service
• Effective Communication in Government Services
• elements of comprehensive communication
• Three Behavioral Skills in Government Service

2. Objection Handling and Complaint Origin

• Definition of Objection in Government Services
• Differentiated comparison of business objections
• General objections and complaints in government services
• Look at people from another angle
• The value of government service objection handling

3. How to face objections

• Principles for Handling Objections to Government Services
• Psychological preparation before handling objections to government services
• Government service objection handling skills

4. Practical drills on objection and complaint handling

• public service objection
• Handling of objections to people’s livelihood issues
• Social phenomenon objection handling
• Government Policy Objection Handling
• Public opinion incident objection handling

5. course review

• The key points of government service objection handling
• Answers to this chapter

Assessment arrangement:

1. Take the test immediately after the training. The assessment method is online examination.

2. The test time is 120 minutes. Exam questions are based on a 100-point system, and a score of 60 is considered a pass.

Instructions for this training

1. Due to the impact of the epidemic, this training adopts online training and examination methods, and the class will officially start after the number of applicants reaches the minimum class quota.

2. Registered students need to submit the “Registration Receipt” first, and then pay the tuition fee after being notified, and provide a remittance voucher. Do not pay tuition fees directly.

3. In order to ensure the quality of training, if there are too many registrations, they will be sorted according to the registration time and postponed to the next training session. The specific time is subject to the notice.

4. When students participate in the training, be sure to keep the network unblocked.

Introduction to trainers

Mr. Shi Yun : Ph.D., Executive Director of CC-CMM International Standards Organization. Member of the editorial board of well-known domestic publications in the field of customer management, member of the Expert Committee of the National Development and Reform Commission China Call Center Industrial Capacity Building Management Standard Working Group, one of the creators of the international standard of customer centers, and the chief writer of the annual report of customer centers. In the academic field, Dr. Shi Yun is currently a senior researcher (professor level) at the Research Institute of Shanghai University of Finance and Economics, a guest lecturer at the School of Software of Fudan University, and the chief consultant of the Data Industry Research Department of the Digital Economy Committee of the China Information Association.

Publications in the field of customer center include: “China Customer Center Industry Development Report”, “Customer Center Capability Maturity Model”, “CC-CMM Customer Center Capability Maturity Standards and Glossary of Professional Terms”, “High Performance Call Center Operations” , “Performance Management and Data Analysis Based on Customer Center”, “Call Center Design and Planning”, “Call Center Process Management”, etc.

Has more than 20 years of management and operation consulting experience in government affairs hotlines and related public service hotlines. He has provided management consulting and design optimization for many domestic government hotlines. He is mainly good at management framework design, strategic positioning, service quality design and management, and performance improvement in the field of public services. Actual combat and consulting two-way strength general counsel. Customers who have consulted include: Guangzhou 12345 Government Service Convenience Hotline, Shanghai 12345 Government Service Convenience Hotline, Shanghai Social Security 12333, Hangzhou 12345 Government Service Convenience Hotline, Beijing 12345 Government Service Convenience Hotline, State Grid, China Southern Power Grid, China Telecom, China Mobile Online , CITIC Bank, Lenovo, Beijing Benz, Hitachi Intelligence, Huaan Fund, Abbott (China), Shenzhen Airlines, Anbang Insurance, Microsoft (Japan), Intel (China), etc.

Ms. Zhou Yueci: Deputy Director of the Data Industry Research Department of the Digital Economy Special Committee of the China Information Association; Distinguished Expert of the Information Center of the State Council Poverty Alleviation Office; CC-CMM International Standard Organization Training Director; Guest Lecturer of Fudan University/Shanghai University of Finance and Economics; Evaluation by the Ministry of Human Resources and Social Security member, senior consultant of the Customer World Research Institute; national second-level psychological counselor, customer service manager; registered member of the American NGH Hypnosis Association, and has trained more than 30,000 people; Tsinghua University Press has published two books

More than fourteen years of experience in the industry, more than eight years of practical and training experience in customer centers and government service operations

Committed to assisting various provinces, cities and regions in the construction of different government service and public utility hotlines, guided by “serving the government, responsible government, and rule of law government”, and taking the purpose of “citizens first, dedicated service” as the high-quality interactive window of the main line of work. Focus on standardization and institutionalization, and systematically improve work efficiency and skill training to achieve a closed-loop workflow under high-performance operations.

Enterprises and institutions that have served include: Shanghai Medical Insurance Hotline 962218, Shanghai Social Security Hotline 12333, Beijing 12320 Health Hotline, Shenzhen Mayor Hotline 12345 & Asia Pacific Customer Service Center, Ministry of Human Resources and Social Security, State Council Poverty Alleviation Office, Guangzhou 12315 Consumer Hotline, Shenzhen Traffic Committee Hotline 12328, Shanghai 12345 Government Service Hotline, Guangzhou 12345 Government Service Hotline, Beijing 12345 Government Service Hotline, Ningbo 12345 Government Service Hotline, Wenzhou 12345 Government Service Hotline, Hangzhou 12345 Government Service Hotline, Guiyang 12345 Government Service Convenience Hotline, Ctrip.com, Mercedes-Benz China, FAW Group, Guangdong Mobile, FOTILE, Shanghai Unicom, 58.com, Pacific Insurance, Abbott China, SF Express, State Grid, AIA, Global E-Commerce, DHgate, China CITIC Bank Wait

Mr. Hu Jielun: Project Director of CC-CMM Standards Organization, Master of Engineering from Fudan University, well-known lecturer in the industry, member of the China Call Center Professional Planning Textbook Editorial Committee, senior consultant of the Customer World Research Institute, and member of the CCW Global Call Center Selection Committee. He has obtained the National Ministry of Human Resources and Social Security examiner, customer service manager, ACE certified analyst, PMP project management expert, MCSE qualification certification, etc. Publications in the field of call centers include “Call Center Process Management”, “Creating a High-Performance Call Center”, “Call Center Operation and Management”, “Call Center Capability Maturity Model”, etc.

With more than 18 years of experience in operation management and consulting of well-known call centers at home and abroad, he has been committed to the research and practical promotion of the customer center operation system and the digitalization of government hotline services for many years, including the design of government hotline management system, government hotline data governance, Smart cities, digitalization of public services, human-machine collaboration, quality management, process transformation, IT management, government data mining, public opinion analysis, human resource management, etc. Customers served include: 12345 government service convenience hotline, 12333 social security hotline, 12348 legal aid hotline, 12320 public health hotline, Microsoft, Sony, Hitachi Group, Mercedes-Benz (China), China Mobile, China Telecom, China Unicom, State Grid, Southern China Power Grid, FOTILE Group, Xiamen Airlines, Abbott (China), Aviva Group, China CITIC Bank, Pacific Insurance, etc.

Registration receipt:

Application Form for Evaluation of Occupational Ability Levels in the Field of Industry and Information Technology

Instructions: 1. This form should be filled in with a signature pen in duplicate, and should be archived by the personnel department of the unit and the professional ability rating agency respectively.

2. This form is to be filled out by the unit, and the “evaluation results” and “audit opinions” are to be filled out by the evaluation agency.

Consulting telephone: 400-662-4009

Certificate issued

1. Results will be announced within 30 working days after the test is completed.

2. Those who pass the test will obtain a special technical certificate for digital government services issued by the Education and Examination Center of the Ministry of Industry and Information Technology within 60 working days (industrial and information technology skills database can be queried).

training tuition

1. Junior: 4888 yuan/person;

2. Fee description: including training fees, courseware fees, examination fees, and certificate fees