Zhou Jingyao, Party secretary and director of the Hebei Communications Administration, recently led a team to Shijiazhuang and Xingtai for a special investigation on industry public complaint work.
The team made random visits to several telecom business halls, inspecting the implementation of tariff policy disclosure and service language promotion. At subsequent symposiums, attendees included representatives from the two cities' communications offices, basic telecom enterprises, and tower companies, who conducted in-depth exchanges on source governance of complaints, on-site resolution of disputes, and the legalization of complaint handling.
The meeting stressed that the province's information and communications industry must adhere to a people-centered approach and made clear deployments in five aspects. Notably, it called for strengthening technology empowerment by using big data and artificial intelligence for in-depth analysis, promoting a shift from reactive response to proactive prevention in complaint work.
Additionally, the investigation urged further deepening of source governance, learning from typical cases to identify general patterns, achieving a leap from "solving one problem" to "governing a category of problems." It also emphasized upholding and developing the "Fengqiao Experience," consolidating the responsibilities of industry supervision, corporate entities, and front-line local personnel, and enhancing service quality at grassroots windows. The meeting also stressed strict accountability and the role of evaluation mechanisms to ensure the standardization and legalization of complaint work through rigid constraints.