There is no trivial matter for the masses, and every bit warms the hearts of the people. In recent years, Tongchuan District has made every effort to promote the five major actions of the third batch of "Governance and Accumulation" assigned by the central government, "recording all the records that should be recorded", one-time resolution of the first letter and first visit, "smart petitioning" pilot trial, and tackling the backlog of petition cases, so as to protect the legitimate rights and interests of the masses, and in 2023, it will be rated as the first "National Petition Work Demonstration Zone" in Dazhou by the Central Information Liaison Office and the State Bureau of Letters and Visits.
Innovate the mechanism to lay a solid foundation and improve quality and efficiency
"The village road in our village has been crushed by the large trucks at the surrounding construction sites, which departments should we find to solve this situation?" "The old house needs to be renovated, which department needs to approve it?" "I want to ask about the policy on farmers buying social security?" "Can our family apply for subsistence allowance in this situation?" In Luojiangchang Town, Tongchuan District, the people's questions were one after another, and the district petition staff patiently recorded and answered them in detail.
Open the door to solve the people's worries, and sink down to listen to the voices of the people. Tongchuan District took the initiative to listen to the demands of the masses face-to-face, responded to the concerns of the masses in a timely manner, and innovatively carried out the township "Rush Day" large-scale visit activities in view of the practical difficulties of some towns and towns such as high mountains and long roads, and some elderly people with inconvenient mobility, and took advantage of the relatively dense flow of people in townships and towns to organize district-level livelihood departments to go to the towns to concentrate on "setting up stalls", publicize the policies and regulations that the masses are most concerned about and most concerned about, and divert the reception of the masses in accordance with their functions and responsibilities, so as to reply on the spot. On-site disposal: Invite district-level leaders to visit the site and dispatch complex problems on site. Since last year, a total of more than 3,000 copies of publicity materials and brochures have been distributed, more than 300 people have received consultations, understood policies, and reflected their demands, registered 51 petition matters, solved 48 cases on the spot, and handed over 3 cases according to procedures after the event.
At the same time, in view of the problem of no full-time petition staff at the grassroots level, Tongchuan District has selected 19 petition agents for each township and neighborhood committee to be responsible for the township petition work around the pilot work of urban and rural grassroots governance and the modernization of municipal social governance. Actively explore the linkage investigation mechanism of "red armbands" and "grid members" in townships and towns, and members of the "two committees" in villages (communities), guard the first position of resolving contradictions and eliminating hidden dangers, and resolve contradictions and disputes at the grassroots level and in the bud to the greatest extent.
Continue to deepen the position, so that the masses can appeal in one stop. The new center covers an area of about 300 square meters and can accommodate more than 200 visitors at the same time. We have set up a comprehensive service window, a law-related and litigation-related window, a psychological consultation room, a lawyer interview room, and an interview and investigation room, and increased the number of key livelihood departments to enhance the soft power of comprehensive services.
Build a business card and strive for a first-class brand
"The things you reported last time have been resolved through mediation, and today the street, the community, the community business committee, and the property will come together to make a return visit. At the home of Luo Jing, a resident of Xinjin Community, Fengxi Street, community mediator Jia Zhaomin is paying a return visit to the water leakage treatment of the outer wall of his home. Due to the disjointed and leaking water diversion pipe on the exterior wall of Luo Jing's house, the wall of the home was leaked and seriously damaged. For this reason, Luo Jing has repeatedly reported to the property and the developer, but it has not been dealt with in a timely manner. In March 2023, the Xinjin community came forward to coordinate and solve the problem.
"Since 2021, I have reported the water leakage to the developer, but it has not been solved until February 2023. Luo Jing, a resident of Xinjin Community, Fengxi Street, said.
The demands of the masses were responded to in a timely manner, and contradictions and disputes were effectively resolved. This is due to the fact that Fengxi Street combined with its own reality, on the basis of learning the "Fengqiao experience", innovatively launched the "five-level joint commissioning" working mechanism. If the masses have demands, they will first report to the residents' group, and the group mediators will be responsible for coordinating and resolving them, and if the group mediation is unsuccessful, the community mediation committee will be responsible for coordinating and resolving them, and then mediating them step by step. At present, this experience has been fully promoted in Tongchuan District.
In recent years, through the successful creation of the "National Petition Work Demonstration Zone" and the innovative development of the "Demonstration Towns (Units) for Petition Work in the Whole Region", we have adhered to the demonstration townships, units, and villages (communities) for petition work as the base point, gradually formed an overall effect, built a demonstration brand for petition work, and continued to polish the gold-lettered signboard of the "National Petition Work Demonstration Zone", so that the brand effect can leverage the petition work in the whole region in a strong, orderly and effective manner.
In addition to brand building, optimizing the petition process is also constantly moving towards efficiency. By conscientiously implementing the five links of "rapid reception, rapid acceptance, rapid investigation, rapid feedback, and rapid reporting" and the four measures of "shortening the processing period, strengthening the promotion of handling, strict return visit supervision, and making hard assessment and notification", we have explored and implemented the rapid handling mechanism for initial letters and initial visits and the "135" (1 day assignment, 3 days settlement, and 5 days return visit) disposal mode for simple letters and visits, and the one-time completion rate has continued to increase.
Improve efficiency, work hard, and gather people's hearts
The procedure is complicated, there are many links, and the timeliness is slow...... Petitions have always been called "the most difficult in the world," and this difficulty is not only for petitioning work, but also for petitioners. How to effectively solve these outstanding problems in the process of handling letters and visits? Tongchuan's answer is: Focus on the "three efficiency" and improve the satisfaction and recognition of the masses with real work.
Strengthen training and efficient handling, and improve the "error avoidance rate". Carry out the professional training of petition cadres in the whole region, and at the same time take the opportunity of reporting errors in petition business at all levels to accurately make up for shortcomings, check and fill in gaps, and adopt methods such as "learning from the class" and "door-to-door teaching" to provide "one-to-one" and "point-to-point" guidance to petition cadres with a weak foundation in petition business. Up to now, a total of 25 batches of 32 people have been carried out, 40 batches of 55 people have been "door-to-door teaching", and more than 400 times of business guidance have been carried out by telephone, WeChat and other means at any time, and the professional level of petition cadres has been greatly improved.
Supervise and urge cadres to follow up and improve the "mass recognition rate". Relying on the theme education of "four grassroots units" and "1,000 petition cadres entering 10,000 homes" activities, the members of each team of the petition department will follow up the case or bring the case to the site to supervise the handling, and promptly give feedback on the handling situation and effect of each link such as acceptance and assignment, investigation and verification, and handling results, so as to strive for the understanding and support of the petitioning masses for the petition cadres, solve the petition problem in a timely and on-the-spot manner, and ensure that every petition matter can be echoed and effective. Up to now, the members of the District Letters and Visits Bureau have visited more than 100 petitioners on the spot, and promoted the resolution of more than 50 petition matters.
Establish a special class to coordinate and improve the "mass satisfaction rate". In accordance with the work requirements of "one person, one case, one policy, one case, one special class", a special class for satisfaction evaluation of "petition department + responsible unit + N" is established, which is responsible for comprehensively studying and judging the case, proposing resolution measures, insisting on on-site meeting and communication, playing the "emotional card" and "combination punch", and making every effort to ensure that "the masses are satisfied". Up to now, a total of 25 special work classes have been set up in the region, more than 40 special meetings have been held for comprehensive research and judgment, and more than 20 satisfaction evaluations have been effectively resolved.
Keep the temperature with the original intention and warm the hearts of the people with the temperature. In the future work, we will insist on doing a good job in everything that investigates the people's feelings, listens to the people's opinions, solves the people's worries, and warms the hearts of the people, and earnestly takes the process of solving the people's petition problems as the process of practicing the party's mass line and doing a good job in the mass work, and always takes adhering to the people-centered approach as the value pursuit of the petition work, and constantly opens up a new situation in the petition work in the new era. (Author: Su Hongfei)