Top news reporter Zhang Zhizhong correspondent Yuan You
The hotline work is "connected to the heart of the party and the hearts of the people", and Lihe Township adheres to the goal of solving the people's urgency, distress and anxiety, continuously improves the satisfaction and happiness of the masses, and builds a "heart-to-heart bridge" that the masses are satisfied with.
Dedicated person is responsible for tracking service. The township has established a work leadership system and working mechanism in which the main leaders of the township grasp the work in an all-round way, the leaders in charge of the specific work, and the work members bear their own responsibilities, forming a responsibility system that links up and down. It is clear that two party and government office staff are responsible for the full-time view, check the "12345" mayor hotline platform in real time, receive relevant appeals as soon as possible, and promptly transfer them to the leaders in charge and relevant departments involved in the appeals.
Clear channels and collect public opinions. Lihe Township adheres to the working principle of "the interests of the masses are no trivial matter", and actively publicizes the effectiveness of the hotline in combination with various publicity work; Contact the caller as soon as possible after receiving all the assigned documents, understand the specific situation of the incident and inquire about the place where the incident occurred, and go to the scene to verify, visit the discussion, consult the information, and reply to the caller in a timely and detailed manner after the completion of the handling results, so as to better serve the masses in conforming to the expectations of the masses, responding to the demands of the masses, solving the problems of people's livelihood, and safeguarding the interests of the masses.
Standardized procedures and efficient disposal. Lihe Township adopts the methods of centralized acceptance, hierarchical responsibility, centralized management and time-limited processing, and constantly optimizes the handling process. Sort out the urgent, difficult, and anxious problems of the 12345 hotline on schedule, and supervise them in a timely manner. In the face of many problems, identify the pain points and draw inferences from one another. We should promptly resolve all kinds of problems reported by the masses in accordance with the relevant policies and regulations, and do a good job of explaining to the masses as soon as they do not meet the requirements, explain the relevant policies clearly, and ensure the approval of the masses. Up to now, Lihe Township has accepted a total of 245 appeals from various people, with a response rate of 100% for hotline work order disposal, a 100% on-time completion rate, and a 99% satisfaction rate for real-name return visits on hotlines.
In the next step, Lihe Township will continue to take the satisfaction of the masses and the recognition and disapproval as the standard, and effectively broaden the ideas for dealing with difficulties with full work enthusiasm and solid work style, and strive to be the "intimate person" of the people and the "vanguard" of service.