"Satisfied" or "dissatisfied"? Liaoning implements government services! Linked performance Rewards are high and penalties are low

When receiving government services

How was your work experience?

Is it "smooth" or "not smooth"?

The services you provide to the government are

"Satisfied" or "dissatisfied"?

On October 27, the reporter learned that the "Liaoning Provincial Government Service "Good and Bad Evaluation" Management Measures" was officially implemented from now on. The feelings of natural persons, legal persons, and other organizations can be expressed through positive or negative reviews. Additional evaluations can be added within a certain period of time.

Once the bad evaluation is made, the business handling unit will immediately start the return visit verification procedure, return visit and verify within 1 working day, make reasonable demands and make immediate changes, and complete rectification within 15 working days for complex situations.

Who are the "good and bad reviews"?

Every government service agency, government service platform and personnel is evaluated

"Government service agencies" as used in the "Measures" refers to party committee working organs, government work departments, mass organs, enterprises, public institutions and related organizations that perform public service functions in accordance with law. The government service platform referred to in the "Measures" refers to the online government service platform, the mobile terminal of government service, the physical government affairs hall, the hotline, the self-service terminal, etc. provided by the government service agency.

According to the "Measures", government service agencies at all levels and all kinds of government service platforms in the province can be evaluated for each government service matter, and every government service agency, government service platform and personnel are evaluated.

Who will rate the "good and bad reviews"?

Natural persons, legal persons and social organizations can be evaluated

Natural persons, legal persons and other organizations may, in the course of handling government service matters, evaluate the service quality of government service institutions, platforms and staff.

The "Measures" require that government service institutions and staff must not force or interfere with the evaluators' evaluation behavior, and the business environment construction management departments and government service agencies strictly protect the evaluators' information. When the same type of government service matters are handled through different channels and different regions, they shall follow the unified service standards and evaluation standards.

How to evaluate the "good and bad reviews"?

Evaluators can make "good and bad reviews" through online and offline government service channels

Online evaluation channels include the province's integrated online government service platform, mobile service terminals such as Liaoshitong, and other departmental business systems. After the enterprises and the masses do things, they can directly enter the unified evaluation page of the province for evaluation.

Offline evaluation channels include evaluators or evaluation two-dimensional codes set up by government service agencies at all levels in the service window, and the window staff should take the initiative to prompt the evaluators to evaluate service matters and service personnel after each service; self-service terminals and the "good and bad evaluation" system docking or posting two-dimensional codes, enterprises and the masses can directly enter the evaluation page or scan the code for evaluation after doing things.

Hotline platforms such as the province's business environment complaints and reports will open "good and bad reviews" voice and SMS evaluation tips, and evaluators can evaluate by pressing the phone button or replying to text messages.

After the completion of the whole process of online handling, the evaluator can conduct an evaluation of the service matter once; for matters handled at the offline window or a combination of online and offline, the evaluator can conduct an evaluation of the service personnel once after each time he goes to the window to handle the matter, and the service matter can be evaluated once after the matter is completed; if the same matter is declared in a single time at the window, it is regarded as batch business and the "one-time evaluation" is implemented.

For completed service matters, if the evaluator does not make an evaluation within 24 hours, the "good and bad evaluation" system sends a text message to remind the evaluator to evaluate.

After the evaluator makes an evaluation, he may conduct an additional evaluation within a certain period of time.

"Good bad reviews" what is the feedback?

100% of the real-name bad reviews are called for reasonable and immediate changes

It is reported that our province relies on the province's business environment complaint and reporting platform to establish a working mechanism for transferring, verifying, rectifying and feedback on bad evaluations and complaints, and feedback through various channels such as government service platforms, mobile terminals, and text messages.

After receiving "not satisfied", "very dissatisfied" and complaints, in accordance with the principle of "who handles, who is responsible", the business handling unit will start the procedure at the first time and arrange for a special person to visit and verify within 1 working day. For problems with clear circumstances and reasonable demands, make immediate changes; for problems that are complex and difficult to solve for a while, establish a ledger and complete rectification within 15 working days; if it is necessary to extend the rectification period, with the consent of the business environment management and construction department at the same level and inform the evaluator, the extension period shall not exceed 15 working days; for those that lack statutory basis, do a good job of explanation.

Where it is verified as a mis-assessment or a malicious bad evaluation, the evaluation results shall not be adopted and reported to the business environment construction management department at the same level.

Verify the rectification results and timely feedback to the evaluators through the province's business environment complaint and reporting platform. The province's business environment complaint and reporting platform should make a record of the rectification of bad evaluation return visits, and the return visit rate and effective appeal rectification rate of real-name bad reviews should reach 100%.

Why are the evaluation results public?

Evaluation results and rectification situations are to be disclosed to the public through government affairs websites and the media

The implementation of the "good and bad evaluation" management of government services is to further improve the level of government services, optimize the business environment, and build a service-oriented government that the people are satisfied with.

The business environment construction management department will use big data and other technologies to track and analyze the evaluation data, timely summarize and find the blockages and difficulties of government services, analyze and judge the demands and expectations of the masses of enterprises, promote the refinement of service supply, reflect the problems of enterprises and the masses, and rectify and solve them within a time limit in accordance with laws and regulations.

In addition to information that must not be disclosed in accordance with law, the situation of government services, evaluation results, and rectification will be disclosed to the public through government portals, government service platforms, news media, and so forth.

What is the use of ratings?

Linked performance rewards are high penalties and low illegal transfers

The "good and bad evaluation" of government services will be included in the performance appraisal and business environment evaluation system of various regions and departments, and will be used as an important basis for the appraisal and evaluation of the leading bodies and leading cadres of government departments and the evaluation of individuals within the department, and the units and personnel with high satisfaction with the evaluation of enterprises and the masses will be commended and rewarded in accordance with relevant regulations; for those who have been repeatedly evaluated badly, complained about, cheated, deliberately made difficulties, and even retaliated against enterprises and the masses, they will be seriously held accountable and held accountable in accordance with laws and regulations.

Specific information on suspected violations of discipline and law by staff members reported by enterprises handling affairs and the masses shall be promptly transferred to the relevant departments for handling in accordance with relevant provisions.

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Source: Shenyang Daily