Digression: Yesterday I wrote an article about the problems existing in the handling of specific matters and follow-up services of the "12345" government service convenience hotline (12345 hotline, don't be held accountable!), and after reading it, people caused some "bad" discussions, which caused the article to be restricted. Today, say it again.
"12345" government service convenience hotline
The 12345 government service convenience hotline (referred to as the 12345 hotline) refers to the convenient service hotline platform established by the people's governments of various cities to provide "7× 24 hours" all-weather online acceptance of non-emergency appeals.
In order to facilitate the memory of citizens, all provinces and cities across the country have adopted a convenient hotline formed by merging the service hotline and accessing 12345 in a unified manner, and then transferring to relevant departments through the 12345 hotline reception center according to the specific situation.
The 12345 hotline can 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.
The role of the "12345" government service convenience hotline
Since the opening of the 12345 hotline in various cities, it has indeed brought a lot of benefits and convenience to our people and enterprises. In the past, when encountering all kinds of unfair government behaviors, or to be more precise, the behaviors of some public officials, ordinary people had no way to complain.
The opening of the 12345 hotline has brought great convenience to ordinary people. When you feel that your interests have been damaged, call the 12345 hotline, and someone will come to investigate the relevant situation of the matter and protect the interests of the people in accordance with laws and regulations. It has played a significant role in regulating market behavior, supervising government behavior, and promoting fairness and justice.
Some problems with the "12345" government service convenience hotline
First, regardless of whether the reflected matters are reasonable or unreasonable, they will be accepted in their entirety and forwarded to the relevant departments for verification and processing. For example, some people lose their dogs at home, so they call the 12345 hotline to report. Perhaps the village cadres and police officers of the police station will spend a long time helping this person find his lost dog in order to handle this matter well, which takes up a lot of social resources.
The second is that the forwarding of the reflected matters is not in line with reality, and it is pushed to the grassroots level. For example, some people feel that the standard of pension subsidies for peasants is too low compared with that of retired workers and cadres in cities. It can be said that this is a nationwide problem, but such a problem will eventually go down to the grassroots level and be answered and solved by the rural cadres! I really can't think of any good way for the rural cadres to solve such a problem!
Judging from the handling of the matters reported by calling the 12345 hotline, there is indeed such a problem.
Because I am a football lover, there are very few open football fields in the small county town. One day, in the process of browsing the news, I found that a certain football field built by the district cultural and tourism department was open for free, but when I arrived at the place, I found that it was the "Iron General" who guarded the door, and it was not actually open to the public for free. I called the 12345 hotline to report this matter, and at the same time made it clear on the phone that the district cultural and tourism department would reply. But what I was waiting for was a call from a local community worker. The projects, management and operation projects implemented by the cultural and tourism department of a district are solved by the grassroots community, how can the grassroots cadres solve them?
Third, the blind and unrealistic pursuit of "satisfaction" appraisal methods has "killed" grassroots cadres and, to a certain extent, has also encouraged unhealthy tendencies. Anyone who has worked at the grassroots level knows that the assessment of the 12345 hotline, the "satisfaction", or even the "double satisfaction" (whether the handling attitude is satisfactory, whether the handling result is satisfactory?), really "killed" the grassroots cadres.
Share two things:
The first thing was that two people in the village quarreled over the issue of the homestead, and there was a physical altercation in the process, and Zhang San hit Li Si first. Unexpectedly, Zhang San was "the wicked person sued first", not only was he admitted to the hospital, but also called the "12345" hotline, reflecting that Li Si had called Zhang San.
After investigation, it was found that this Zhang San could basically be said to be a "bully" in the village, and other people generally walked around him when they saw him. Obviously, when he was building the house, the courtyard wall extended nearly 1 meter in the direction of Li Si, and when Li Si pointed out the problem, he not only did not admit it, but also took the initiative to hit Li Si, and Li Si fought back. The people in the village couldn't stand it anymore and pulled the two sides apart. But this Zhang San "sued the wicked first", was admitted to the hospital, and called the 12345 hotline.
In the process of processing, Zhang San not only asked Li Si to apologize to him, but also demanded compensation for medical expenses. This has stumped the village cadres and the police officers at the police station. However, the requirements for the assessment of "satisfaction" were placed there, so they "divided the troops into two paths." The police officers of the police station gave Zhang San a lecture on legal knowledge and clearly pointed out his misconduct in this matter; the village cadres went to do Li Si's ideological work and asked Li Si to say a few "soft words" to Zhang San. In the end, through the repeated work of the village cadres and the police at the police station, the problem was solved, and Zhang San's sentence of "satisfaction" was obtained!
The second thing is that when the poverty alleviation work was in full swing a few years ago, Wang Wu from the village called the 12345 hotline and reported that other rural households in their village who were in a similar situation to him were poverty alleviation households, but his family was not, and his family had to renovate their houses.
After investigation by the village cadres, the situation of Wang Wu's family was relatively good, the old man was in good health, he farmed in the village, and occasionally went to the neighborhood to do odd jobs; Wang Wu and his family were engaged in renovation in the county town, and they not only bought a building in the city, but also bought a car worth more than 100,000 yuan. According to the criteria for identifying poverty alleviation households, such rural households do not meet the criteria and cannot be selected as poverty alleviation households.
So, he informed Wang Wu of the relevant policies, and Wang Wu was definitely not satisfied with such a result. However, there is nothing the village cadres can do about it, so they can only report the results of the handling.
What I didn't expect was that Wang Wu had repeatedly called the 12345 hotline for the same matter many times since then to report and request to deal with it, and because of this incident, it had an impact on the "satisfaction rate" of the 12345 reflection in the entire township.
In the end, there was really no way. The old party secretary in the village said, "It's done, it's given." If something goes wrong in the future, I'll take care of it alone." Since then, the matter has been over.
As the old branch secretary judged, sure enough, half a year later, Wang Wu did not meet the criteria for identifying poverty alleviation households, but was identified as a poverty alleviation household, and the matter of enjoying the dilapidated house renovation subsidy was discovered by the county Commission for Discipline Inspection and placed on file for investigation. Although the village cadres explained the specific situation to the Commission for Discipline Inspection many times, it was of no avail, and in the end, the old branch secretary, the village director, the cadres stationed in the village, and the leaders in the village were given different punishments.
A few suggestions
For some obvious, unrealistic, and unreasonable demands, it is possible to explain to the person who made the report, and then not reflect it to the relevant departments, which will only increase the workload.
The 12345 hotline reflects the matter, to be classified, which level and which department should deal with it to the corresponding level and department, but don't push it to the grassroots level, some things, the grassroots really can't deal with it.
It is no longer possible to simply take "satisfaction" as the goal to assess the handling of the reflected matters at the grassroots level, but should be assessed according to the departments involved in the reflected matters, the division of rights and responsibilities, etc., and formulate more realistic and scientific assessment measures, so that the reflected matters can be truly solved, rather than only solving the problem of "satisfaction".
What do you think of the 12345 hotline?