"Hello, what business do you want to handle?" "Please show me your materials." Warm smiling faces and cordial greetings convey warmth to the masses at all times. Walking into the Xixiu District Government Service Center, the windows are arranged in order, neatly and orderly, the staff are neatly dressed and smiling to answer questions, and the business is handled step by step, efficiently and quickly.
The government service center is the main window for the government to open up the "last mile" of serving the masses, an important window to display the level of urban civilized services, and an important carrier for building a civilized city. Xixiu District Government Service Center aims to promote government services with high standards, focuses on "high-quality civilized services at the window", makes full use of the characteristics of large flow of people and concentrated masses, and proceeds from its own reality, constantly refines the creation responsibilities, improves the creation measures, and vigorously grasps the implementation of the creation to help the creation of a civilized city.
Build a civilized window and provide quality services
In order to further highlight the image of civilized windows, since the beginning of this year, the Xixiu District Government Service Center has promoted the continuous improvement of infrastructure by all window units, and has invested more than 3 million yuan to comprehensively upgrade and transform the district-level government affairs hall, expanding the area from 3,400 square meters to 5,000 square meters, planning to set up a comprehensive reception area for natural persons on the first floor and a comprehensive reception area for legal persons on the second floor, truly realizing the "big window" of undifferentiated full acceptance at the front desk.
In order to further enhance the service image and efficiency of the window, the comprehensive reception window and the background approval window are clarified in each external service window to achieve accurate guidance and reasonable distribution of the masses. At present, there are 125 local integration department personnel, 78 comprehensive reception personnel at the front desk, and glass partitions have been eliminated at all service windows and consultation desks, so that there is no obstacle to communication between the permit personnel and the masses. The staff uniformly wear the certificate to work, treat people politely, and skillfully answer and standardize services for the masses' visits. And strengthen personnel management, through centralized rotation training to train the window of the stationed department, to further ensure the business ability and service quality of business personnel. Up to now, a total of 56 centralized training and 25 "point-to-point" rotation training have been carried out, which has improved the service level, improved the quality of personnel, and made convenient services more accurate.
At the same time, the center continues to strengthen the daily supervision of the window, promulgates the "Xixiu District Government Service Center "Good Bad Evaluation" Management System (Trial)", further improves relevant system requirements, formulates a "good bad evaluation" system, enhances service awareness, and provides enterprises and the public with comprehensive, standardized, open, fair, convenient and efficient government services. Up to now, the enterprise public has accumulated 186536 evaluations through the Guizhou government service network, the Guizhou government service "good bad rating" QR code, and the government affairs hall window evaluator, with a negative rating rate of 0.000345% and a negative evaluation rectification rate of 100%.
The "Implementation Plan for the Government Service Center of the People's Government of Xixiu District to Carry out the "Director Enters the Hall" Activity in the Window Department of the Government Service Center of the Settled District, the main leaders or the leaders in charge of each stationed department sit at the lobby window from time to time to help the enterprise masses do practical things, solve problems, and improve the quality of government service windows, so far a total of more than 85 times have been carried out. At present, the hall of the district government service center has been stationed in 40 departments, set up 47 windows, handled 1,560 administrative examination and approval matters and public service matters, and has more than 160 staff members. From January to September this year, a total of 320,000 cases were accepted and 320,000 cases were closed, with a completion rate of 100 percent.
Optimize the work process and improve the efficiency of certificate application
Since the beginning of this year, the window units of the Xixiu District Government Service Center have continuously improved the infrastructure, taking the provision of high-quality, efficient and convenient services for enterprises and the public as the work goal, relying on the Guizhou government service network and mobile terminal upgrades, improving the ability of online government services, and realizing 100% of the application for government services can be done online.
Organize and sort out the list of district-level government affairs services such as "tolerating vacancies" and "nearby offices", promote the convenience of approval services, continuously streamline and optimize approval procedures, approval matters and application materials, and shorten the time limit for approval. 231 application materials are "accepted for defects"; 108 government service matters were entrusted to township communities and other points; 45% of government service matters are "done immediately"; 103 matters can be done with one certificate. Deeply promote the "three minus one reduction" with the goal of "reducing time, reducing links, reducing processes, and reducing costs", and achieve a compression rate of more than 87.39% in the time limit for approval service matters, achieve "at most one run" for 218 matters, and "zero errands" for 2008 items. Continue to deepen the "province-wide office", actively promote "cross-province office" and "one-network office", the coverage of Xixiu Station of Guizhou government service network has been further improved, 45 district-level government service departments, 14 townships, 267 villages, 2,275 matters are concentrated in one network service, continue to promote the "one-window office '2+2' model", set up a special class composed of the main leaders of the district party committee and district government and the main responsible persons of each stationed department, and combined with the actual situation of Xixiu District to issue the "Xixiu District Government Service" one-window realization "Enter a door, take a number, go to a window, do everything." Up to now, a total of 362661 general business cases have been handled. Up to now, Xixiu District has handled a total of 3,304 cross-provincial general offices.
Xixiu District has built a 7× 24-hour "no closing" self-service area for government services, changed the service difficulties of the masses "no time to work, nothing to do after work", and promoted the transformation of government services from "9 to 5" to "white + black" and "all-weather", and the masses can directly carry out self-service illegal processing, business license printing, invoice issuance and other businesses through the self-service area. Now government services are "anytime" and "anytime". Up to now, the 24-hour self-service area has handled 35 cases of illegal self-service and 318 copies of business licenses.
Create a comfortable environment and create a civilized atmosphere
In order to better serve the masses, volunteers wearing red vests can be seen everywhere in the government service hall, providing various forms of volunteer services such as filling out forms, answering consultations, and guiding windows for the masses, so as to achieve civilized guidance services such as "enthusiastic questioning, careful companionship, love transfer, meticulous handling, and warm sending", so that the people can enjoy better, more efficient and more convenient services.
The District Government Service Center has set up convenient service points in the office hall on each floor to provide convenient services such as numbering machines, rest chairs, water dispensers, mobile phone charging stations, book bars and other convenient services covering all floors for the working public, and at the same time add office signs, set up barrier-free facilities, barrier-free toilets and mother and baby rooms, etc., to meet the needs of all kinds of people, convenient service facilities are readily available, so that the people can truly feel the "people-oriented" care.
While focusing on the main responsibilities of government services, the government service center makes full use of the advantages of the service window to show the public service advertisements such as the creation of civilized cities, socialist core values, and creditworthiness construction to the masses and enterprises through a variety of obvious display methods such as LED displays, publicity display boards, and posters, and organically integrates socialist core values and civilized customs into various life scenes. At the same time, the center's party-member cadres gave full play to their advantages of maintaining close ties with the masses, vigorously publicized the knowledge of creation, and acted as propagandists and explainers for the creation of cities. Beautiful and comfortable office environment, rich and diverse landscape sketches, civilized and warm guiding signs, and the "civilization factor" that can be seen everywhere in the district government service center create a strong atmosphere of creation and infect every working person.
Civilization is an idea, but also an action. Xixiu District Government Service Center regards the creation of civilization as a normal state in daily work, highlights civilization in every bit, earnestly implements responsibilities, creates an atmosphere, optimizes the overall environment and service quality through all-round and multi-measures, continuously improves the convenience of the people and high-quality services, and actively promotes the work of creating a civilized model city with practical actions.
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