"Hello, the amount of this year's arable land subsidy is 98.6 yuan per mu, the grain subsidy is issued in two times, the first time 21.2 yuan per mu has been issued in April, the second national supplementary distribution of 10.24 yuan per mu is sorting out relevant information, is expected to punch next week..." On August 10, in the special class office of the message hotline in Zhanglin Town, Zhenping County, the staff was answering questions for the callers.
"Listen carefully to every call and solve every appeal with heart." Yang Lei, secretary of the party committee of Zhanglin Town, said that there is something that can be solved by calling the hotline, and it has gradually become the consensus of the masses. Since Zhanglin Town set up the online platform for government affairs hotlines in October last year, it has received a total of 372 cases of transfers from higher levels, and the satisfaction rate of the masses has reached more than 95%.
Mass satisfaction is given priority, and efficiency and quality coexist
Zhanglin Town has jurisdiction over 31 administrative villages, with a large population, and for a long time, the government affairs hotline has always been in a passive and blind state. With the development of the higher-level "Message Hotline Centralized Governance Month" activity, the town actively docked with advanced units, learned excellent experience, combined with practical summary methods, promoted the implementation of the high-level, and jointly exerted efforts with multiple measures, and the government affairs hotline handling work finally caught up, and gradually made a name in the hearts of the people in the jurisdiction.
"This hotline is really easy to use, and someone contacted me on the same day to explain the land policy, the university student entrepreneurship policy, and asked about other situations and provided reasonable opinions." Xiao Liu, who just graduated from college this year, is ready to return to his hometown to contract fish ponds to breed ornamental fish, but he is suffering from lack of understanding of relevant policies, and he is afraid to sign a contract. Under the explanation of the staff, Xiao Liu was suddenly cheerful about entrepreneurship. At the same time, he also highly recognized the enthusiasm, meticulousness and professionalism of the staff, and gave a "very satisfied" evaluation.
Adhering to the work concept of "the interests of the masses are not trivial", the town has formed a comprehensive mechanism for hotline handling, and set up a leading group headed by the mayor of the town, with the members of the team dividing their work and cooperating, and the functional stations perform their duties. At the same time, 3 staff members were dispatched to collect the transfer work orders at the first time every day, and quickly and accurately transferred them, and the speed of case handling was effectively guaranteed. In order to improve the quality of handling, the town implements the "one person, one matter" responsibility system, manages cases throughout the process, ensures that the context of each matter is clear, and responds accurately, and has held hotline handling special training meetings many times, requiring responsible units to receive in a timely manner, reply on time, and make it clear that communication with the masses should slow down the speed of speech, reduce intonation, and avoid expanding contradictions due to poor communication. Up to now, all work orders can be transferred on the same day, with a completion rate of 100% and a satisfaction rate of 90%.
Accumulate difficulties and rectify, and resolve hidden dangers of petitioning
In view of the high rate of revisits in the early stage and the high incidence of similar problems, the town has carried out a number of special rectification activities in conjunction with the work of "centralized governance month", formulated an information account for revisiting hidden dangers, registered difficult problems, repeatedly transferred problems, and revisited 23 hidden danger problems, and concentrated on research and discussion, formulated solutions, and at present, 22 of the 23 problems have been properly solved, and 1 is being promoted.
In order to solve the problem that "villagers building houses block the way out and coordination has not yet yielded results" that many people in Chuying Village have repeatedly complained about, the town has set up a special case team, led by members of the team in charge, to unite with the town's Land and Resources Institute, the Farm Housing Institute, and the Administrative Law Enforcement Squadron to conduct meticulous surveys and mappings of the houses involved, determine the parts that exceed the standard and violate the construction, and issue 3 rectification notices. In the end, in the case of failure to coordinate, the administrative law enforcement brigade of the county agricultural and rural bureau was contacted to coordinate law enforcement, and the illegal houses were forcibly demolished.
After the problem was solved, the masses of Chuying Village specially called the special case group to express their gratitude, and the secretary of the Chuying Village Branch could not help but sigh: "The correct use of the government affairs hotline has enhanced the masses' awareness of the law and rules. After this incident, there were more reasonable people in the village, fewer people who were arrogant, and the masses had more trust in the government. ”
Find out the truth and pursue a one-time solution
In the hotline handling work, due to the situation that the expression of the special class work order is not clear or the expression of the masses' demands is not obvious, the town clearly requires that the question be clarified, the cause of the problem be actively sought, the fundamental needs of the masses be understood, and the actual problems are solved.
"I just called to inquire about my granddaughter's orphan certificate procedures, but I didn't expect that the civil affairs leaders had really solved my practical problems." In June this year, the issues consulted by Mr. Wang of Heilongji Village were highly valued by the work class, and after the investigation of the civil affairs department, it was found that Mr. Wang himself was disabled, his son had died in 2018, and his daughter-in-law was missing.
As Hou Zibao, the mayor of the town, said at the training meeting: "Only if we add more trouble can the masses have less burden." Only when we listen carefully to the voices of the masses and resolve every appeal with our hearts can the case be 'resolved at one time'. Zhang Linzhen's insistence on "one-time solution" has turned the demands of the masses into "one-time troubles".
Form a supervision mechanism and establish a result-oriented approach
In order to further improve the quality of the government affairs hotline and strengthen the use of results, the town has gradually increased the weight of the message hotline in the evaluation of administrative villages and departments, and regarded the efficiency, quality and satisfaction of the completion of the work as important evaluation indicators to stimulate the enthusiasm and initiative of various departments.
At present, Zhanglin Town has released a total of 6 issues of weekly work dynamics, informed 3 departments and 6 villages that have many problems and are not solved in a timely manner, organized interviews with 1 person in charge of the town and 2 branch secretaries, and continued to track the progress of the case, and the joint town discipline inspection department held accountable those responsible for long-term inaction and disorder.
At the same time, the town conducted irregular spot checks and return visits to the cases that had been replied to, and during the "governance month", a total of 22 cases were inspected and telephoned, and 3 problems that were not completely resolved were ordered to be re-handled, requiring the submission of situation explanations, and inviting the people involved to carry out supervision to ensure that the incident progressed smoothly and was resolved reasonably.
"The interests of the masses are not trivial, and every branch and leaf is always concerned." Yang Lei, secretary of the party committee of Zhanglin Town, said that the political party committee and government will continue to work hard to promote mass services, maintain all-weather contact with the people of the town with the help of the hotline handling platform, set up a fast channel for connecting and serving the masses, and solving problems for the masses, so that the government affairs hotline will become a "heart-connecting line" that the masses are satisfied with.
Correspondents: Wang Ke, Li Jingjing, Liu Lizheng Editor: Ren Zhong
Yuxiang township Ping WeChat public account is sponsored by the Propaganda Department of Zhenping County Party Committee and the Cyberspace Office of Zhenping County Party Committee, which is the official release platform of comprehensive information in Zhenping County, authoritatively releasing information on current affairs, life, services and people's livelihood in the county, aiming to convey the good voice of Yuxiang and condense the positive energy of development.
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