Recently, according to the public daily, Shandong will continue to unblock the channels for enterprises to reflect and improve the quality and efficiency of the 12345 hotline service. Among them, if the handling of the 12345 hotline appeal matters is ineffective, whether it should be handled, prevarication, or perfunctory responsibility, resulting in the escalation of contradictions and the spillover of problems, the responsible units and responsible persons shall be seriously held accountable in accordance with laws and regulations.
Seeing this, as a grassroots cadre, I think back to the "12345" matters I handled at the beginning and the reply to the matters I dialed "12345" to reflect the matters, and I really feel both funny and scared.
"Sun Wu in the village occupied the house built in my new countryside and didn't let me live in it" —— a "12345" reflection item that I handled when I was a cadre in the village around 2016
Later, after investigation, I called the "12345" hotline, and the problem was reflected by Sun Binghe in the village, a 40-year-old bachelor, who usually has good eyes and can walk more than ten miles of mountain roads to catch up with the town's market, but as soon as he arrives at the gate of the town government, he can't open his eyes, with a stick in his right hand and a wall in his left hand, he has to find Xiao Zhao from the civil affairs station to ask for flour, and every time he can accurately find Xiao Zhao in the government service hall of more than a dozen people.
The Sun Wu he reflected was his own nephew. Sun Binghe usually lives with his elder brother Sun Bingzhi, Sun Bingzhi has two sons, the eldest son is married, and Sun Wu is the younger son.
In 2012, when the ex-situ poverty alleviation and relocation project was implemented, Sun Bingzhi implemented the ex-situ poverty alleviation and relocation project in Sichuan District Village in the name of Sun Binghe in order to facilitate his youngest son Sun Wu's marriage in the future, and built a house in Sichuan District Village after obtaining Sun Binghe's consent.
In the first few years, the family basically stayed in the old place in the mountain village.
But since Sun Wu got married in 2015 and moved to live in the courtyard of Sichuan District, Sun Binghe didn't know why, so he proposed to his eldest brother Sun Bingzhi that the newly built courtyard in Sichuan District was his, and he was unwilling to live in Sun Wu.
For this reason, Sun Binghe no longer lived with his eldest brother, but moved out of Sun Bingzhi's house and lived alone in an adobe house in front of Sun Bingzhi's house.
In order to solve the problem reported by Sun Binghe on the "12345" hotline, the leaders and village cadres stationed in the village went to their homes many times to coordinate and resolve the matter, but with little success: Sun Binghe always insisted that the house in the new countryside was in his name, that it was his, and that he wanted to live in it; Sun Bingzhi said that the house in the new countryside was built at his expense, but he only used Sun Binghe's name, and resolutely refused to let Sun Binghe live.
Seeing that the mediation failed, we suggested that Sun Binghe go to the court to sue to resolve the matter. Sun Binghe agreed.
However, when asked if he was satisfied with the results, Sun Binghe said he was not satisfied.
Deputy Secretary Hu, the leader of the village at that time, asked him how he could be satisfied? Sun Binghe said that he could only express his satisfaction if the township government helped him handle the formalities for filing a lawsuit in the court properly and paid the relevant fees.
In order to be satisfied, Deputy Secretary Hu contacted the court to go through the formalities for prosecution, and I and several village cadres shared the cost of prosecution equally.
"My daughter-in-law does not have a hukou, and I request the public security organ to handle the hukou" —— a "12345" reflection item encountered around 2018
After investigation, it was Song Mingsheng, a physically disabled person in the village, who reported the matter. The daughter-in-law he called was not actually his daughter-in-law, but someone else's daughter-in-law that he brought back when he was working outside.
The two have been living together for several years, but they have not been able to apply for a marriage certificate because the woman has no ID card. In order to apply for a marriage certificate, I called the "12345" hotline.
This was originally a matter of the public security organ's household registration, so the town chose to return it at the beginning. Unexpectedly, the superiors said that according to the principle of "territorial management", it should be managed by your township government.
There was no way, so I contacted the police at the police station to inquire, and after the inquiry of the public security household registration system, it turned out that the so-called daughter-in-law of Song Mingsheng was the daughter-in-law of someone else in another province, and she had not gone through the divorce procedures, and the marriage was still in existence.
We can't help or do anything about such things. explained the relevant situation to Song Mingsheng.
Song Mingsheng himself knew what was going on in his heart, and he also expressed his understanding. However, he resolutely expressed dissatisfaction with the level of satisfaction.
There is no way, and in the end, it can only be reported with such a result. That quarter, because of this incident, the satisfaction rate of "12345" in the whole town did not reach 100%, and I don't know how many times I was scolded by the secretary and the mayor of the town, and I was almost held accountable by the Commission for Discipline Inspection.
"Vehicles are parked indiscriminately at the entrance of the community, and I can't even enter the community gate when I get home from work at night, so please ask the public security traffic police department to deal with it" —— this is the matter I once reflected through "12345".
On the afternoon of the second day after reporting the matter, I received a call from the community, saying that the matter I reported had been sent to their community and told me about the situation.
As soon as I heard that it was from the community, I said, "When I reflected, I clearly said that the traffic police would deal with it, so why should the community deal with it." We are all fallen people at the end of the world. Forget it, don't talk about it. I'm satisfied."
The 12345 government service convenience hotline (referred to as the 12345 hotline) was originally a public service platform set up by the people's governments of various cities to accept hotline matters, in order to improve the level of service for the people, promote administration according to law, innovate social governance, and safeguard the legitimate rights and interests of natural persons, legal persons and other organizations.
Its original intention and original intention were good, but in the process of later development, two particularly unfriendly and even unreasonable situations appeared that were particularly unfriendly to the grassroots.
One is the excessive pursuit of "double satisfaction rate"
We should be satisfied not only with the attitude of the staff, but also with the results. At the same time, the "double satisfaction rate" is still an assessment index of the higher-level government to the lower-level government, which leads to many unreasonable demands that have to be met and resolved, which promotes the unhealthy trend of the society, especially during the period of poverty alleviation, many rural households whose families are not in difficulty, in this way, force the grassroots to include some people in the category of poor households.
The other is to indiscriminately delegate tasks to the grassroots level
Some things that can be solved can only be solved by the promotion of county, district, or city-level departments, but when the task is issued, it is sent down to the grassroots level, which not only increases the workload of the grassroots level, but also affects the handling of the reported matters.
In the face of such a situation, in order to allow the people with reasonable demands to have a smooth channel for reflection, and let the government's misconduct be supervised, I put forward several suggestions that I don't know if they are reasonable or not:
Receptionists must have administrative work experience
For reasonable demands that are in line with reality, accept and convey them to the relevant departments. For matters that are obviously unreasonable or even vexatious, the caller may be informed of the relevant circumstances and then hang up the phone, without relaying.
Handling of reported matters
As for the reasonable demands reflected, it is necessary to rationally allocate and assign the handling departments according to the specific content of the matter and the relevant departments involved, instead of pushing all of them to the grassroots level, which is not conducive to the handling of the matter, but also affects the image of the government to a certain extent, and also increases the workload of the grassroots in vain.
Assessment
The superior cannot simply assess the handling of the reported matters by the grassroots level based on whether the person is satisfied or not. Rather, it should be evaluated according to whether the content of the appeal involves the rights and responsibilities of the department and whether it is reasonable. Otherwise, the simple pursuit of satisfaction will, to a certain extent, encourage unhealthy tendencies.
Finally, the "12345" hotline charges for normal calls, not toll-free. Will it also avoid some unreasonable calls to a certain extent?
What do you think of the "12345" hotline?