Recently, the results of the social satisfaction evaluation of Shanghai's urban management law enforcement work in the second half of 2023 were released. The Jing'an Temple Street Comprehensive Administrative Law Enforcement Team (Urban Management Law Enforcement Squadron) (hereinafter referred to as the "Squadron") once again won the "first place in the (urban area)".
All along, the squadron has been actively implementing the requirements of "the people have a call, I must respond", taking the initiative to solve the problem of serving the public in the "last mile", and effectively improving the public's satisfaction with the urban management law enforcement work.
Since 2020, the squadron has won the first place (in the urban area) 3 times and the second place 5 times in the social satisfaction evaluation of the city's urban management law enforcement work.
"When the people call out, I will respond" is the primary criterion
Jing'an Temple covers an area of 1.57 square kilometers, with 34,000 permanent residents and an average daily floating population of more than 100,000. Quickly responding to the demands of citizens and solving the problem of serving the "last mile" of the citizens is a key task that Jing'an Temple Street has always insisted on.
To this end, on the one hand, the street conducts special analysis and supervision of the recent "difficult" and "hot" complaint work orders, and on the other hand, at the weekly grid meeting, "looks back" at the previous week's unsatisfactory work orders, and carefully analyzes and judges the "easy risk point" complaint work orders.
Each functional department also completes the disposal of their respective work orders in strict accordance with the time node to ensure that there is response, implementation and feedback to citizen complaints, and forms a closed-loop mechanism for handling complaint work orders.
With the appeal of the citizens
increasingly diverse, complex,
Criteria for the disposition of work orders
It is also constantly improving.
The squadron adheres to the original intention of "doing good and practical things for the citizens", and takes the initiative to continuously improve the public's satisfaction with urban management law enforcement. Make full use of platforms such as the "7.15 Public Open Day", community studios, and the Faxuan Morning Market to publicize and explain the law to the public, and guide everyone to know, understand, and abide by the law.
Jointly carry out the summer practice activity of "Urban Management Blue Youth" with Shixi Middle School, while showing the good image of urban management professionalism, rule of law, and close to the people, guide everyone to consciously abide by urban management laws and regulations, and jointly protect a good community health environment and city order.
The squadron also relies on the community studio to maintain close contact with neighborhood committees, property management committees, property committees, etc., and work together to solve the stubborn problems of urban management, so that the problems around the residents can be "reported in time, asked face-to-face, and handled immediately", so as to solve the complaints at the source, greatly reduce the complaint rate, and improve the satisfaction of citizens.
Administer according to law, do not forget to empathize and enforce the law softly
"Harmonious law enforcement, warm law enforcement, and humanized law enforcement" is the concept of administration according to law that all members of the squadron have always adhered to. While administering "blocking" in accordance with the law, we have never forgotten the "sparseness" of empathy, and have won the support of residents with soft law enforcement full of temperature.
One day, the squadron received a complaint from a citizen: the first floor of No. 361 Lane of Yuyuan Road was being built on the first floor. When law enforcement officers came to work at their door, the parties refused to cooperate. In desperation, the squadron members tried to communicate with the parties through text messages, and at the same time clearly informed the illegal construction and the consequences of refusing to cooperate.
In many communications, the squadron members learned that the client's mother was over eighty years old and had undergone hip surgery, and could only walk up to 22 meters at a time. After learning of this special situation, the squadron members took the initiative to think about the solution from the perspective of the parties.
In the end, a solution was developed to modify the furniture, which not only solved the problems of walking and storage for the elderly, but also demolished the illegal building.
It is precisely by adhering to the concept of empathy and people-centeredness that the squadron not only successfully completed the handling of illegal construction complaint work orders, but also won the recognition of both the complainant and the parties.
Source: Jing'an, Shanghai