Jiangsu(Province)

　　On July 27th, Jiangsu Provincial Department of Transportation was a guest of the provincial political hotline. In the program, Mr. Liu from Yangzhou reported that he went back to his hometown for the Spring Festival in January this year, and there was no bill when he passed through the section from Cao Zhuang, Anhui Province to Lixin, Anhui Province. After checking the bill, he found that he was charged twice. Mr. Liu called the 96777 customer service hotline several times, and the staff replied that there was indeed a problem of repeated charges, but after five months, he still did not receive a refund.

　　There are many problems in ETC billing after the cancellation of provincial toll stations.

　　Mr. Liu said that on February 15, when he inquired about the bill through Tongbao APP, he found that this section of the road was charged twice. On February 25th, Mr. Liu called 96777, but he couldn’t get through. Later, he left a message on "Jiangsu Expressway 96777" WeChat WeChat official account to reflect this problem. On February 26th, the staff called back and said that it was indeed overcharged by 102.78 yuan, and said that it would be refunded, but Mr. Liu has not received a refund so far.

　　In daily life, many citizens also report that there is an error in the ETC billing process, and it is necessary to verify after discovering this error, and the hotline is more difficult to call. After the cancellation of the provincial toll station of expressway, some areas have problems such as wrong charging, repeated charging, wrong charging time, and multiple deductions for one pass during the running-in period of system conversion, which has brought troubles to ETC users. What improvements has Jiangsu Provincial Department of Transportation made in view of the failure of canceling ETC system of provincial boundary toll stations?

　　The charging system is upgraded and reformed, running smoothly, and complaints are reduced

　　Qin Yilin, deputy director of the Finance Department of the Jiangsu Provincial Department of Transportation, said in the program that since the cancellation of the provincial toll station on January 1, 2020, there are indeed some universal problems in the system operation, such as repeated charges, multiple charges and multiple charges for one trip. The Ministry of Transportation attaches great importance to it and organizes the transportation departments of various provinces and cities across the country, including business management units, to upgrade and improve the operation of the entire toll system. Since the resumption of fees on May 6th, the improvement of this work has achieved remarkable results. The overall operation of the system is stable, the number of complaints is greatly reduced, and the requirements for displaying the fees of ordinary people have also been realized.

　　In response to the problems reflected by Mr. Liu in the program, Qin Yilin said that it is not complicated to find out whether there is a problem of repeated charges, and car owners and users should not be troubled by this. "We have not done enough work." The Provincial Department of Transportation will keep abreast of the situation, find out the path taken by ETC users and the share deducted, and give the masses a satisfactory answer.

　　Establishing a closed-loop coordination mechanism to solve the problem of difficult hotline call

　　In addition, many car owners often report that ETC’s customer service hotline 96777 is difficult to dial. At present, has the Provincial Department of Transportation optimized and improved the channels for unblocked appeals?

　　Qin Yilin said frankly that the Provincial Department of Transportation did receive a lot of complaints, and everyone felt that 96777 couldn’t get through, which had certain objective reasons. After the establishment of the National ETC Customer Service Center, the number of complaints has greatly increased. The Jiangsu Expressway Customer Service Hotline 96777 used to serve the province, but now it has actually become a national service, so the number of complaints has increased significantly. At the same time, Jiangsu Province is a province with a lot of transit vehicles, and ETC services are also radiated to related provinces. Everyone will call 96777 to ask questions about related charges, thus greatly increasing the number of provincial customer service telephone services.

　　According to Qin Yilin, according to statistics, in the past, the highest customer service received more than 50,000 calls every day. At present, in order to solve this problem, the Provincial Department of Transportation has made improvements, made full use of the provincial customer service center, and established 11 regional customer service centers. In terms of staffing, it has increased from more than 30 people to more than 200 people. At the same time, a handling mechanism has been established, and a closed-loop mechanism for complaint handling has been established for consultation calls, including complaints. Because there are many complaints from other provinces, the Provincial Department of Transportation has also established a coordination mechanism for complaint handling with other provinces.

　　Xinhua Daily Political Hotline reporter Jiang Hao