In his 2024 New Year's message, General Secretary Xi Jinping pointed out that "our goal is ambitious and simple, and in the final analysis, it is to make life better for the people." "Relying on the 12345 citizen service hotline, it is an important platform to focus on solving the people's urgency, difficulties and expectations, improving people's livelihood and well-being, and allowing the people to live a better life. Over the years, the Taiping Street community has adhered to the principle of "one list to the end", and has continuously worked "quick handling", "joint handling" and "fine handling", so as to improve the working mechanism, optimize the handling process, coordinate the joint office more effectively, and have a higher degree of recognition from residents.
1. Seek practical results in "quick handling", and achieve rapid response and efficient solution
The Taiping Street community will respond to residents' demands in a timely manner as the top priority, establish a rapid response mechanism for handling complaints immediately, respond as soon as they receive residents' complaints, verify the real needs of residents, and promptly distribute them to the corresponding grid for processing and resolution within a limited time. On March 18, the community received a report from residents that the gas canister of the tricycle parked in the courtyard of Niujie District 2 leaked, which was a potential safety hazard. The community grid staff immediately sent a notice to the residents on WeChat to find the owner of the tricycle, and carried out a one-by-one investigation of the shops on the periphery of the community, and finally identified the owner of the tricycle on March 20 and guided him to deal with it properly. In just two days, the high-quality work of the grid staff has eliminated potential safety hazards, ensured the safety of residents' lives and property, and won the recognition of residents.
Second, we should work pragmatically on the "joint office" to achieve whistleblowing and collaborative solutions in the community
The Taiping Street community has always adhered to and developed the "Fengqiao Experience" in the new era, improved the level of conflict prevention and resolution, and "blew the whistle" to the street and other aspects in a timely manner for the community to solve difficult or unsolvable demands, and jointly promoted the resolution of the source of conflicts with "foreign aid" or professional forces. The shops along the street in Niujie District 3 were damaged by the tap water overflowing from the residents' houses on the second floor, and the main water valve of the unit was closed in a fit of anger, causing the residents of the unit to have difficulty drinking water for a while, and the neighbors were very unhappy. After the community coordinated separately to no avail, the joint street police station and the judicial office invited the shops and residents to mediate many times, and through the facts, reasoning, and popularizing laws and regulations, the two parties realized their own problems, and finally the shops and residents reached a settlement.
3. Make practical moves in "handling first", so as to take the initiative to serve and handle it before litigation
The Taiping Street community is located in the old city, and there are many old communities in the area, with a large elderly population, poor hardware facilities, and relatively many hidden risks. To this end, the Taiping Street community integrates resources, gives full play to the role of grid members, building chiefs, property management, property management committees, etc., conducts regular visits to households, broadens the channels for understanding social conditions and public opinion, and strives to plan ahead and reduce complaints from the source. In December last year, the grid staff of Niujie District 2 found that an elderly man hesitated in front of different units many times during a routine inspection in the courtyard of the community, and learned that the old man was lost after inquiry. Around the Spring Festival this year, the Taiping Street community, together with streets, market supervision, fire protection, police stations and other departments, went deep into the community, hotels, supermarkets, merchants and other densely populated places in the jurisdiction to carry out a "dragnet" safety investigation, and carried out centralized and unified cleaning of the debris that crowded the fire escape, and strived to comprehensively eliminate potential safety hazards and eliminate potential demands in the original state. From "handling the complaint immediately" to "handling it before the lawsuit", it has become the service concept and governance model of the community's active governance and front-line service, and what has not changed is the original intention of the community to serve the people.
Complaints are handled immediately, one end is connected to the people, and the other is connected to the government. Whether or not every case can be handled well is related to the good life of thousands of households and the improvement of the government's governance capacity. In the new era and new journey, the Taiping Street community will continue to improve the working mechanism, optimize the handling process, promote the handling of cases before litigation, continuously improve the efficiency of grassroots governance, and write a new chapter in grassroots governance.
Editor: Shao Tingting Editor: Zhang Jiaxing Review: Ma Xinyan (Taiping Street Community, Huanhe Street Office)