Recently, the merchants of Jinyang Xintiandi Community, Lishui Community, Jianbei Sub-district Office, Xinhua District, Cangzhou City, used the "Public Opinion Express" WeChat applet to reflect the overflow of sewage from multiple sewage wells in front of the commercial stores in the community, which seriously affected the surrounding environment and the travel of the masses. After receiving the news, the community grid members immediately went to the scene to verify the situation and reported to the "two committees" of the community in a timely manner. In the case that the merchants in the area could not reach an agreement on the clean-up issue, the secretary of the community party organization reported the problem to the leader in charge of the Jianbei Office for coordination. The office promptly contacted the volunteer service team in the jurisdiction to go to the site to desilt and quickly solve the environmental problems that disturbed the masses.
Since March 2020, the district has learned from the experience of community epidemic prevention and control, relying on the "136 Smart Grid Management System" covering the whole district, to create a "public opinion express" smart dispute resolution model. In practice, the district has promoted the online submission of mass appeals, the online handling of matters, the online supervision of progress, and the online evaluation of results, and established a full-cycle working mechanism for the acceptance, assignment, mediation, closure, feedback, evaluation, and assessment of contradictions, disputes, and mass appeals, so that the operation of the "Public Opinion Express" smart dispute resolution model has been improved day by day, and the effect has become more and more prominent.
Create a brand of "Public Opinion Express" and "full response" to the demands of the masses
Xinhua District is located in the central urban area of Cangzhou, with many old communities, many floating populations, many mass demands, and many contradictions and disputes. In response to these practical problems, Xinhua District of Cangzhou City adheres to the concept of "government responsibility is additional, and the masses use it to subtract", to science and technology to improve governance efficiency, improve quality through digitalization, increase efficiency intelligently, explore the establishment of online and offline combinations, and promote the wisdom collection of mass demands and rapid response to contradictions.
A "code" to gather public opinion. The development of the "Public Opinion Express" WeChat applet, positioned as "convenient and fast, simple to operate", the masses can scan the code without registration, free of real-name login, automatic voice entry, to simplify the procedure to the greatest extent, reduce the required items. Set up a "I have something to say" dispute resolution service section in the "Public Opinion Express" WeChat Mini Program, and generate a "QR code" for the WeChat Mini Program, and organize relevant staff and volunteers to go into the community, grid, and building to publicize and promote. The masses can scan the code at the door of their homes to log in, freely choose "zero threshold" operations such as voice entry and casual shooting, and report problems and apply for mediation anytime and anywhere.
1. "Network" linkage to resolve disputes. The application of the "Public Opinion Express" applet is deeply integrated with the "136 Smart Grid Management System", the "Smart Xinhua" APP is developed, and the front-end is associated with the "Public Opinion Express" applet to "receive orders" in real time, and the background will incorporate more than 20 departments such as politics and law, housing and construction, urban management, and the three-level forces of streets, communities, and grids into the "order" responsibility system, and push the "work order" online to deal with the "work order" within a limited time, and the offline "group" to resolve conflicts and disputes.
Not long ago, residents of Zhiqiang Road Community, South Street Street, Xinhua District, reported through "Public Opinion Express" that there was a zombie car at the door of a store, and there were barrels marked with dangerous goods logos in the car, as well as gas guns, and the vehicle had been leaking oil, which was a great safety hazard. After receiving the clues through the "Smart Xinhua APP", the community grid members immediately reported the problem to the community secretary as soon as possible. The community secretary immediately verified the situation on the spot and reported the problem to the office. Because the owner could not be contacted, it was more difficult to deal with, the office coordinated with the District Bureau of Commerce, the Emergency Bureau, the Second Brigade of the Traffic Police and other departments in a timely manner, and jointly went to the scene to investigate and deal with it on the same day, and after inquiring and contacting the owner, the vehicle was seized and towed away from the vehicle modified without permission, and the potential safety hazards were eliminated in time.
One "key" intelligent guidance. Relying on the "Public Opinion Express" applet and the "136 Smart Grid Management System", it integrates more than 20,000 common legal issues in 8 aspects such as marriage and family, loan disputes, etc., establishes an AI legal popularization and intelligent consultation database, automatically associates with the public's inquiry information, intelligently generates case references, process references, legal advice, etc., and guides the masses to find mediation and resolve disputes in accordance with the law.
Tighten the chain of "resolving disputes and promoting peace" to prevent and resolve the "full cycle"
At the end of December 2023, a resident of the district found that the snow near the Cangxian Experimental School was heavy and the ground was slippery, which brought extremely high risks to children going to school and the elderly to travel, so he reflected this problem on the "Public Opinion Express" WeChat mini-program. What the resident didn't expect was that the next day, not only the Cangxian Experimental School area, but also all the school areas, main roads, and small streets and alleys in Xinhua District were cleaned up of snow.
Relying on the "Public Opinion Express" intelligent dispute resolution system, Xinhua District realizes the intelligent collection of mass demands and rapid response to contradictions, adheres to the simultaneous treatment of existing diseases, and extends from solving one thing to solving one type of thing.
Establish an online hierarchical dispute resolution process, and constantly tighten the chain of responsibility of "collection-acceptance-diversion-handling-return visit". The masses report the contradictions and disputes through the small program, and the grid staff collects, sorts out, and judges the matters submitted by the masses through the APP, and organizes relevant personnel to resolve the matters submitted by the masses through the APP, and organizes relevant personnel to resolve them on the spot if the villages can mediate on their own;
In order to further strengthen data analysis and early warning, Xinhua District has established a comprehensive command system for district social governance, synchronized the data information of the "Public Opinion Express" applet and the "Smart Xinhua" APP, and used AI and graph analysis technology to conduct homologous analysis of many events in one place, and correlation comparison of one person and many events, accurately study and judge the situation and characteristics of various contradictions, and draw a "barometer" of social conditions and public opinion.
In view of the hidden dangers found in the work, common tendencies, etc., use online supervision orders, reminder letters, etc., to coordinate the relevant departments to dig deep into the source, improve the mechanism, improve the measures, sink the force, and carry out systematic special rectification, so as to better meet the diversified, differentiated, and personalized livelihood needs of the masses.
Establish an "assessment and evaluation" system to "all-round" work efficiency
"Now, we can not only reflect all kinds of matters related to people's security and people's livelihood through the 'public opinion express', but also give the residents of the district the right to score and evaluate whether the work of all levels and departments is good or not, and whether they are not concerned about solving the problems of the masses. We don't want to mention how beautiful it is in our hearts......" Aunt Li, a resident, said with joy overflowing with words.
Xinhua District adheres to the satisfaction of the masses as an important criterion for evaluating the quality and efficiency of work, realizes "reverse force" through assessment and evaluation, effectively improves the initiative of risk prevention and control at all levels and departments, and fully stimulates the endogenous power of risk prevention. Xinhua District will evaluate the work of all levels and departments of the "voting machine" to the masses, in the "public opinion express" small program specially set up a mass evaluation module, unblock the mass evaluation of government channels, after the mass appeals are completed, by the parties to evaluate and score, to achieve "cadres around the masses, work close to the masses, results to the masses", and comprehensively improve the quality and efficiency of the handling of contradictions, disputes and mass appeals.
While handing over the "voting machine" to the masses, Xinhua District also delegated the "command power" to the district-level functional departments to the grassroots level, forcing "departments to revolve around the grassroots", promoting "whistle-blowing by the masses, reporting to the grid", "whistle-blowing in the township streets, and reporting to departments", and handling the diversion and grading of contradictions and risks, so as to form a bottom-up work pattern of discovering problems and solving problems from the top down. It has built a new mechanism for serving the masses by "placing orders" and "evaluating orders", and the party committee and government "receiving orders" and "handling orders", turning the "list of problems" reflected by the masses into the "performance list" of party members and cadres, realizing "empowering the masses" and opening up the "last meter" of serving the masses.
In order to better promote the implementation of the work, Xinhua District will also take the results of mass evaluation, grassroots evaluation and superior evaluation as an important indicator of contradiction risk prevention and control, and include them in the performance appraisal of safety construction, and regularly push the territory and departments through the comprehensive command system of district social governance, so as to encourage the advanced and spur the backward, and force all departments at all levels to attach great importance to and strive to be the first to implement, so as to comprehensively improve the quality and efficiency of the work.
Since the operation of the "Public Opinion Express" smart dispute resolution system, a total of 61,996 social conditions and public opinion matters have been collected and circulated, and 61,707 cases have been completed, with a completion rate of 99.5% and a mass satisfaction rate of 99.6%. The social security situation in the jurisdiction continues to be stable, with zero cases in 165 communities, zero safety accidents for five consecutive years, and a significant improvement in the people's sense of security, happiness and gain.
"The 'Public Opinion Express' intelligent dispute resolution system has achieved a major transformation from 'iron feet' to 'fingertips', which not only unblocks the channels for public opinion, but also builds a bridge between the government and the masses. If the masses have any worries, they can reflect at any time and report with one click; grid personnel at all levels can reply in a timely manner and handle them within a limited time; in case of major matters, the district command center will coordinate with relevant functional departments at the first time to accurately study and judge and coordinate disposal. We will unswervingly adhere to and develop the 'Fengqiao experience' in the new era, maximize the realization of zero distance service, and create peace together!" Ma Wensheng, member of the Standing Committee of the Xinhua District Party Committee and Secretary of the Political and Legal Committee of Cangzhou City, talked about the next work with full confidence.
Source: Hebei Legal News
#河北政法与您同行#