A service convenience hotline, its unique service method makes it the fear of the grassroots and the pain of the masses

After the birth of a service convenience hotline, it has brought convenience to many people, so that the masses can consult the service process, make complaints and put forward opinions and suggestions, put forward non-emergency help, report violations of laws and regulations, and evaluate the efficiency and administrative efficiency of the staff without leaving home.

The hotline has a strict work process, in principle, only handle matters within the scope of acceptance, do not accept the same matter repeatedly, and submit it after review whether the reply is satisfactory. According to the process, the service convenience hotline is a platform that is not only convenient for the masses, but also combined with the actual situation at the grassroots level.

But I don't know when the service convenience hotline in some places has become the fear of the grassroots and the pain of the masses with its unique service methods.

1. The content of the acceptance is becoming more and more complicated, and the scope of acceptance is no longer obvious

The convenience service hotline should literally be a telephone, but with the advent of the information age, the masses can complain through websites, WeChat, mobile APP, Weibo, email, fax, text messages, etc. Numerous ways of accepting complaints have facilitated some masses and connived at some of them.

Some people turn to the convenience service hotline when they ignore customs and Xi, ignore town and village grassroots organizations, hearsay things, some of their own affairs in life, or the slightest conflict with their family members and neighbors. The staff of the convenience service hotline are basically people who are not familiar with the work of the masses, or even hired third-party personnel, who treat the convenience service hotline as a garbage can, and even put things in it. The evil result of such a simple and crude way of accepting is that some people feel that my complaints have been supported by the service hotline, just like getting the sword of Shang Fang, if you grassroots personnel do not deal with it according to my ideas, then I am sorry, I am not satisfied.

At the beginning of the epidemic in 2020, reducing the flow of people was the most effective prevention and control measure, and grassroots staff did not hesitate to take risks to set up prevention and control measures in order to implement epidemic prevention and control measures. But after the staff stopped a person from going out to play, he soon received a work order from the service hotline, saying that so-and-so called to complain that the staff did not let him go out and asked for a reply.

2. The time limit for completion is getting shorter and shorter without any distinction

The matters reflected by the masses through the service hotline involve all aspects, some consultation matters can be answered immediately, and some complaints can only be replied to after investigation and handling.

The time limit for handling petitions is 60 days, while the time limit for handling hotline complaints is 10 days. I don't know how the departments in charge of the hotline know about the grass-roots level, do they think that the people at the grass-roots level are there all day long to answer the hotline complaints? Because the time limit for replying to the hotline has been greatly reduced, and the convenience of the hotline has made all kinds of matters large and small concentrate on the hotline, and some units can sometimes receive more than 10 handling matters a day. As a result of the flooding, a number of matters were hastily answered without conducting a detailed investigation to understand and deal with them.

3. Dissatisfaction with the audit is a mere formality, which makes the complainant fearless and the grassroots staff shocked and afraid

One thing, the introduction of satisfaction evaluation first appeared in telecommunications, banks and other service industries, and then gradually implemented to all aspects of social governance, the people's sense of security satisfaction, business environment satisfaction and so on. If a person respects the law and stresses morality, the satisfaction given after handling a matter by himself is still more pertinent.

However, if a person feels that the people around him are not trustworthy, and he expects to solve a matter through a complaint, the people around him will first deal with it and reply, and then let him take the initiative or a third party to ask him whether he is satisfied or not, there is a great chance that he will not be satisfied. At this time, it is necessary for the work order review department to have strong analytical ability, and through a detailed understanding of the matter and a comprehensive analysis of the handling methods at the grassroots level, it is important to determine whether the complainant's dissatisfaction is deliberate or really caused by the lack of work at the grassroots level.

But now the dissatisfaction audit is just a formality, no matter how the complainant expresses dissatisfaction, the audit position is the same approval, please verify and deal with it again.

The principle of handling petitions in three places and one in one is as follows: reasonable resolution of appeals, ideological education of unreasonable appeals in place, and assistance and assistance in life difficulties in place. Even when people at the grassroots level encounter letter-or-visit matters, they feel that reasonable solutions to their demands are in place, assistance and assistance for living difficulties are in place, and it is relatively easy to deal with illegal acts according to law, but it is relatively difficult to grasp the ideological education of unreasonable demands. Because a person's thinking can be educated and influenced, it means that the person is more rational and his demands are relatively reasonable; and often some demands are unreasonable, but they are rather stubborn in character and have an erroneous viewpoint that will never change, and it is often very difficult to educate them in place.

In the work of letters and visits, it is also made clear that repeated letters and visits on the same matter will not be accepted. As long as he expresses his dissatisfaction in any way, he needs to continue to deal with it at the grassroots level, and sometimes the service hotline center even takes the initiative to ask the complainant whether he is satisfied with the results, so that the grassroots can spend too much energy on the same matter.

In this way, a vicious circle is formed, the complainant will feel that I have complained, I have a reason, there is no fear, when the grassroots level handles, the two parties involved in the matter can be solved by you and I give each other a hand, but the complainant is careful, let each other deal with the matter, let the matter into a dead end, and the grassroots staff must not deal with the same matter again and again because of the satisfaction of so-and-so.

4. If you are dissatisfied, there should be a defensible reason for dissatisfaction, so that you can really solve the problem

Because of some corruption at the grassroots level, we should allow some people to express their demands in different ways. However, after the grassroots have responded to the demands of the masses, if the complainant is not satisfied, he should have a valid reason for his dissatisfaction, rather than simply four words: "I am not satisfied." "If a person wants to put forward a rebuttal opinion, he will understand the relevant laws and regulations, understand the equivalent cases, so as to jump out of his own obsession and broaden his horizons.

Of course, while the complainant is required to act, there must also be relevant provisions for grassroots staff. If the matters complained by the masses are reasonable and not resolved in accordance with laws and regulations, there is no help and assistance in place for those who are in difficulty, or those who have violated the law are not dealt with in accordance with the law, then the relevant staff should also be held accountable and even dealt with in accordance with the law.

Letters and visits and hotline complaints are all mass work that is sent to the door, and grassroots workers should not be afraid, and our higher-level departments should also ensure that they are not afraid; only in this way will some of the problems we encounter be easily solved.

It's not terrible to have a problem, it's terrible to not have the courage to solve it. I believe that after we treat some problems correctly, the convenient service hotline will play a greater role and will become the eyes of the grassroots and the love of the masses.