A hotline connects the party committee and the government at one end, and the people and people's livelihood at the other. Since the beginning of this year, Zhanglu Hui Town has adhered to the standard of "doing things for the masses and satisfying the masses", guided by solving the "urgent, difficult and longing" problems that the masses are worried about, combined with the actual work of the government service hotline, timely followed up and grasped the new characteristics and changes of the needs of the masses, strengthened organizational guarantees, innovated mechanisms and systems, strictly supervised and assessed, and continuously improved the quality and efficiency of the "12345" government service hotline, and effectively improved the ability and level of service for the people.
The mechanism leads the way
The party committee and government of Zhanglu Hui Town attach great importance to promoting the handling of work orders in the form of special meetings, and establish a linkage mechanism with the hotline office as the center and the civil affairs office, the judicial office, the comprehensive management office, and the petition office as the center. Create a hotline connection work method, and form a closed-loop management mechanism of "first question and responsibility, immediate handling after receiving calls, centralized and sub-office, escalation handling, tracking and efficiency, supervision and evaluation, sorting and archiving". Important matters should be handled immediately, and ordinary matters should be replied to in a timely manner within the specified time limit. Extend downward to build a three-level secretary-led resolution model of "secretary of the town party committee, secretary of the joint party committee, and secretary of the village branch". Establish a ledger of assigned documents, strictly complete the work within a time limit, grasp the progress of the handling, continue to track and remind, and increase the intensity of urging and supervising. At the same time, we attach importance to the implementation of the return visit system, timely feedback the detailed policy basis and handling results to the caller, and strengthen follow-up, so as to truly achieve "responsibility is implemented, and matters are handled as soon as possible". On January 17, 2024, Mr. Wu from Nanjie Village, Zhanglu Hui Town, reported that the street lights in the village were damaged, affecting the safety of villagers. After receiving the feedback from the hotline office, the staff of the joint party committee immediately rushed to the scene to investigate the damaged street lights, and immediately contacted the electrician for maintenance after finding out the bottom number, which solved the problem of street lights not lighting up in the shortest possible time, and effectively guaranteed the safety of the masses at night. Mr. Wu expressed his gratitude and praise to the town government staff through the "12345" hotline. Through the "12345" hotline, a large number of old and difficult problems such as the improvement of the rural living environment, the maintenance of street lights, and the arrears of wages have been properly solved, resolving the contradictions in grassroots governance from the source, and truly building a "heart-to-heart bridge" between the government and the masses. Since the beginning of this year, Zhanglu Hui Town has accepted more than 1,100 work orders for the "12345" hotline, with a completion rate of 98%, which has been widely praised by the masses.
Accurate identification and solution in place
In accordance with the principle of "accurate identification, one visit and one policy", through standardized processes such as problem collection, classification and combing, and resource matching, the petitioning objects are effectively accurately identified, classified and resolved in a hierarchical manner. Up to now, a total of 150 people have been accurately settled, and the success rate of mediation is 100%. Organize civil affairs offices, judicial offices, comprehensive management offices, and petition departments to conduct special research on hot and difficult issues reported by the masses, sort out and form a 10-item special problem resolution model, and greatly improve the quality and efficiency of problem resolution. Strengthen coordination and linkage with relevant hotline organizers, establish and improve the joint meeting scheduling system, establish a sense of "everything must be solved", improve the mechanism for solving hot and difficult problems, and improve the ability to accept and conclude. In December 2023, the public reported through the "12345" hotline the long-term arrears of duck seedling deposits by a company in Qihe County. After receiving the work order, the town hotline office quickly arranged a special person to contact it, and organized the staff of the human resources and social security office and the judicial office to carry out mediation. During the mediation process, the staff closely focused on the focus of the case, while calming down the emotions of the duck households, while actively understanding the key information, the staff from the legal responsibility, social impact, time efficiency cost and other aspects to guide the two parties to negotiate, the person in charge of the other party finally agreed to come up with a specific and feasible installment payment plan, the parties reached an agreement, signed an agreement, and the company involved promised to pay the arrears to more than 20 duck farmers in batches as soon as possible. So far, with the full cooperation of the staff, a case involving nearly one million dollars and easily causing group disputes in arrears of duck raising has been successfully settled. The hotline staff served the people with heart and affection, helped duck farmers recover their arrears, dyed a touch of warmth on the cold winter day, and provided a reference for handling similar cases.
The assessment supervision holds the bottom
Strengthen assessment management, include hotline handling work in the comprehensive assessment of the town's high-quality economic and social development, and strengthen the daily supervision, monthly evaluation, quarterly summary, and annual assessment of the joint party committee and village. Set up a contradiction resolution micro-group in 51 grids in the town, with the secretary of the grid branch as the team leader, and at least 1 full-time village cadre to take the lead in the mediation of contradictions in the village, and a mediation team composed of 3-6 old party members, retired cadres and people with high prestige of the masses, etc., to solve the problem at the door of the masses and in the fields, and open the "self-care, self-adjustment and self-settlement" mode of contradiction and dispute mediation. Since the beginning of this year, more than 30 contradictions and disputes have been resolved, truly realizing that "small things do not go out of the village, big things do not go out of the town, and contradictions do not turn in".
There is no trivial matter in people's livelihood, and the branches and leaves are always related
Next
Zhanglu Hui Town will adhere to the "people-centered" work concept
Continue to improve the level of refinement and standardization of hotline work
Build a bridge of benign communication between the masses and the government
We must conscientiously do the "key and small things" to the hearts of the masses
Continuously improve the sense of gain, happiness and satisfaction of the masses
Source | Zhanglu Hui Town
Edit | Miranda
Audit | Hao Lin