Many cities and counties in Hainan have set up business environment and government service experience posts to check and fill in the gaps from the perspective of users——
Business Environment "Woodpecker"
■ Hainan Daily reporters Liu Mengxiao, Yuan Yu, and Wang Yingchun
Intern Zhang Mengzhen
Becoming a business environment experiencer is a special experience for Li Haifeng.
"I am a businessman and the head of the enterprise, and I pay close attention to the advantages and disadvantages of the business environment." Recently, mentioning his identity as an experiencer, Li Haifeng, executive director of Haikou Jiangdong New Area Oudi Technology (Hainan) Co., Ltd., said, "I have a great sense of accomplishment to be able to provide suggestions and suggestions for the business environment!" ”
Since April 2021, Haikou has recruited two batches of 56 business environment experiencers for the society, reflecting 91 problems. Many people like Li Haifeng from various industries have submitted many experience reports to the haikou city special class on optimizing the business environment through overt inspection and secret visits, which not only sharply pointed out the problems, but also gave objective affirmation.
Not only Haikou, but now, many cities and counties in Hainan employ business environment experience workers and government service experience officers for the society. With a mission and feelings, these supervision and experience personnel took up their posts to "find faults" and offer suggestions and suggestions, which has become one of the effective ways to find problems, solve problems and optimize the business environment in various parts of Hainan.
Longhua District of Haikou City opened a 24-hour self-service government service "supermarket" to meet the needs of the masses after working hours. Hainan Daily reporter Wang Kai photographed
No hello experience
There is no process, no fixed theme, and the quality of the work experience is experienced
One day in September 2021, Li Haifeng saw the announcement issued by Haikou City in the WeChat group, and openly selected the second batch of business environment experience personnel for the public. "With a good business environment, more companies will land in Haikou, then we can further expand our local business." For Li Haifeng, who is mainly engaged in Internet technology services, development and consulting business, the quality of the business environment is closely related to the survival and development of the company.
What do business experiencers do? The relevant person in charge of the Office of the Special Class for Optimizing the Business Environment in Haikou City gave an explanation - the business environment experience worker is a compound experience supervision position set up in Haikou, "We selected and hired from the market entities and social enthusiasts, covering entrepreneurs, heads of tax offices, heads of public welfare organizations, democratic party personalities, etc., so that they can truly experience the work process in a 'real-world', 'secret visit' and 'in-depth' manner."
"From the registration information, we can see the government's inclusive and open attitude, and we also see the determination to seek change." After waiting and seeing for a while, Li Haifeng decided to apply for this position, and quickly got a reply, officially becoming a business environment experience member in Haikou City.
The Government Affairs Service Center of Jiangdong New District of Haikou City strengthens the "one-to-one" service, so that enterprises can "find people and do things". Hainan Daily reporter Zhang Mao photographed
However, before taking office for the first time, Li Haifeng muttered in his heart: "Will the government pay attention to the problems found by the experience, and can our suggestions be implemented?" ”
Fortunately, the subsequent training session of the Haikou City Optimizing The Work Class on Optimizing the Business Environment gave him a "reassuring pill". "The person in charge of the special class let us boldly ask questions, and only when the problems are raised can they be solved, and it is more conducive to optimizing the local business environment." Li Haifeng said.
In October 2021, Li Haifeng officially took up his post. Through a secret visit to the tax hall of a district in Haikou City, he found some problems: there were many people queuing up to handle taxes, but the efficiency of the 4 business windows in the hall was not high, and the windows were not open at the same time, so that the waiting time of the clerks was too long.
"I care a lot about the professionalism of the staff, from whether the questions in the professional field can be answered, to whether they provide smiling service." Behind the strict requirements, it is also Li Haifeng's high expectations, "Only by pointing out problems in a timely manner can we better promote correction." ”
"It feels wonderful to be a business environment experiencer, just like a doctor giving a physical examination to the public, I don't want to have a problem, but if there is a problem, then we must find a way to solve it together." In the past 2021, Zhang Lili, a teacher at Qionghai Vocational Secondary Professional School, has a new identity - Qionghai Municipal Affairs Service Experience Officer. The object of her experience is the quality of government services in Qionghai City.
In 2007, after Zhang Lili came to Qionghai from Anhui To work, she took root and settled here. "Because I love Qionghai, when I learned that the government was recruiting a government service experience officer, I signed up for the first time, hoping to make a contribution to Qionghai." She said.
The selection process made Zhang Lili feel the sincerity of the government. "From the procedural point of view, the application form we filled out needs to be stamped and recommended by the unit, and after passing the review, training should be carried out, and then the employment letter, badge and post certificate will be issued, and the batch of experience officers recruited by Qionghai has practitioners from various industries such as schools, hotels, and construction, which is not a formality." Zhang Lili said.
After the field visit, this sense of reality made Zhang Lili experience more deeply. In August last year, she walked into the Qionghai Municipal Affairs Service Center with other government service experience officers to experience the service quality of the "zero distance" experience center and carefully record what she saw and heard. "No greeting, no process, no subject, no task, we can go to the window and office of the center." She said.
Feedback in all details
Not only point out the problems, but also make suggestions, and the rectification situation is included in the performance appraisal
After the field visit, the experience officers and experience officers found a variety of problems. For example, the window staff is not skilled in business, there is a violation of post discipline, and the hall of the government service center lacks rest and waiting space.
The Qionghai Municipal Affairs Service Center set up a "can't do anything" reflection window to give the masses a satisfactory "stop". Hainan Daily reporter Feng Shuo photographed
Lin Min, the experience officer of Qionghai Municipal Affairs Service, believes that the government service center is the window of the city's image, and the staff in the hall directly represents the image of the government, "It is necessary to make the government service warmer, taking into account the detailed needs of more people." ”
Li Haifeng not only pointed out the problems, but also listed many suggestions in the experience report: Hainan's business environment should reflect Hainan's characteristics, formulate standardized processes suitable for the development of Hainan enterprises, save enterprise resources, and improve work efficiency; you can learn from the bank's lobby manager system, advance the service, understand the needs of each clerk in advance, give suggestions according to needs, reduce window pressure, and shorten the waiting time; Hainan should carry out hearings when optimizing the business environment, and fully listen to the opinions and suggestions of various stakeholders. Avoid the hassle of working late...
What makes the experience personnel feel pleased is that they seriously pull out the "lesions" from the perspective of users, and the government departments have actively implemented them after demonstrating the problems and suggestions.
Since October 2021, Li Haifeng has conducted a business environment experience every month, and so far has formed 3 reports pointing out more than 10 problems, of which 6 have been solved.
According to Zhang Lili's improvement suggestions, the Qionghai Municipal Affairs Service Hall has added a convenience box, which is prepared with convenient emergency supplies such as charging treasures, and relevant reminder signs have also been added. "The first time I put forward 6 suggestions, 4 of them were adopted, and I was very happy, although these are small details, but the perfect details can also reflect the temperature of the city." Zhang Lili said happily.
"The implementation of the government service experience officer system is an important part of the rectification and construction of Qionghai City's work style, which reflects The determination of Qionghai City to improve the level of government services." Wang Chenggang, director of the Qionghai Municipal Affairs Service Center, said that Qionghai hired 25 government service experience officers in the first batch, further improving the government service supervision and evaluation mechanism.
In order to promote the implementation of the experiencer's suggestions, the Haikou City Optimization Business Environment Work Special Class will include the satisfaction evaluation of the rectification situation of the departments involved in the city's optimization of the business environment into the performance appraisal of the city's optimization of the business environment, so as to improve the attention of various departments to the business environment work. The person in charge of the special class office introduced: "We will sort out and classify the specific problems collected, decompose and assign them, supervise the relevant departments to verify carefully, and deal with and feedback the situation in a timely manner." ”
Positive responses, rectifications, and feedback convey more positive encouragement. After the first batch of business environment experience workers recruited in April 2021 completed their tasks, in September of the same year, Haikou City issued the second batch of business environment experience staff selection announcements to the public, and received more than 200 applications in only 6 days.
In Qionghai, after becoming a government service experience officer for more than 4 months, Zhang Lili has a new experience: "Now that I go to experience government services, my overall feeling has been greatly improved compared with the past." ”
The shift from reactive to active
Let social supervision enter the normal track and help the business environment to be comprehensively improved
Whether it is a business environment experience officer or a government service experience officer, they from all walks of life carry out experiential supervision with the masses in the business environment and the most concerned issues in the field of government services, make suggestions, and promote the government to continuously polish the business environment recognized by more users.
Chengmai County Government Affairs Service Center optimizes the office environment and improves the user experience. Hainan Daily reporter Chen Yuancai photographed
"While we find problems, we also report the highlights we find, so that the good work is affirmed and a virtuous circle is formed." Another identity of Song Zhiquan, a business environment experiencer in Haikou, is the deputy general manager of Changying Hainan Cultural Industry Group Co., Ltd. (hereinafter referred to as Changying Hainan). In the past two years, the new crown pneumonia epidemic has caused a great impact on the operation of Changying Universal 100 Fantasy Park, "At this time, the government took the initiative to help us reduce taxes by nearly 8 million yuan."
The tax reduction project referred to by Song Zhiquan is the service content purchased by Changying Hainan abroad. In November 2021, he went to haikou municipal tax bureau to handle corporate tax payment business. After accepting the acceptance, the staff of the International Tax Administration Section of the Bureau consulted the tax regulations related to the completion of service items abroad, and the tax of nearly 10 million yuan was reduced to 2 million yuan.
Song Zhiquan was quite touched by this tax payment experience: "The staff of the Haikou Municipal Taxation Bureau took the initiative to help us reduce the tax pressure and let us have more funds to deal with the tourism market affected by the epidemic. ”
Also feeling the improvement of the quality of the business environment is Lin Mingjing, a business environment experiencer in Lingshui Li Autonomous County. Not long ago, as an individual industrial and commercial household, he went to the county government service center to apply for tax registration, and found that the materials required for approval were reduced, and the processing time was also significantly compressed. "It used to be a week, but now it's done in one morning." Lin Mingjing said that today's tax registration, you only need to prepare relevant materials according to the template, and then fill in the form at the acceptance window, "after doing a good job, the staff will call us to come and pick up the package", such a convenient and efficient process, saving a lot of time for individual industrial and commercial households.
"We hope that in addition to personal experience, the business environment experiencers can also become the 'microphone' of the people around them." The relevant person in charge of the Office of Optimizing the Business Environment in Lingshui Li Autonomous County said that he hopes to collect real and extensive public opinion through this system, find out the problems from the perspective of users, help the government accurately identify service blockages and reform difficulties in the business environment, and promote the quality and efficiency of Lingshui government services.
Nowadays, Haikou has sorted out and formed a division of labor table for departmental rectification responsibilities, organized experience personnel to carry out satisfaction evaluation according to the rectification of various departments, and formed a closed loop of "experience-feedback-rectification-feedback", which effectively promoted the implementation of the reasonable needs of market players and promoted the improvement of the quality of Haikou's business environment.
"Facing the problem head-on is the best way to solve the problem." The relevant staff of the Haikou Municipal Office of Optimizing the Business Environment also said, "It is necessary to let the comments of the masses and social supervision enter the normal track, so as to force reform and help the business environment to be comprehensively upgraded." ”
"Participating in the optimization of the business environment as an experiencer makes us full of a sense of mission, hoping to help improve the level of urban government services through feedback questions, so that citizens can have a better experience of doing things." Song Zhiquan said.
(Hainan Daily Haikou, January 18)
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