The district of Ajilaqin is inhabited by many ethnic groups of Han, Mongolia and Hui, and most of the communities are unit houses, of which the old communities account for more than 85%, and because of the proximity to schools, the whole community presents a situation of "two more and one less", that is, the characteristics of large floating population, large elderly population and weak infrastructure. In recent years, the Ajilaqin community of Huanhe Street Street has further strengthened the work of letters and visits by focusing on the core of "how to serve the masses and how to better serve the masses", starting with improving the organization and implementing the responsibility system for letters and visits, focusing on grasping the source and preventing it often, strengthening the sense of service and establishing the idea that "the interests of the masses are no trivial matter", strictly implementing various rules and regulations, effectively improving the efficiency of letters and visits, and opening up the "last meter" of letters and visits to facilitate the people. It has ensured that there is no collective petition or skipping petition in our jurisdiction, and there is no petition incident caused by the community.
1. The "1345" work method enriches the "toolbox" of the charge d'affaires
The Ajilaqin community continues to learn from the "Fengqiao experience" in the new era, explores the establishment of petition agency services, and summarizes the "1345" petition agency work method, through "one window, three levels of agency, four types of personnel, and five processes", changing "passive conflict resolution" to "active problem solving".
A window. There is a petition reception desk in the one-stop hall of the community, where residents come to the community to report their problems, and there is a special person to receive them at the reception desk to ensure that the problems reported by residents are answered in the first time. Establish a workflow of "reflection-registration-undertaking-reply-filing", and the problems reported by the masses will be handled by the community petition agent on behalf of the agent, and the on-site handling that can be solved on the spot, and the time limit handling if the situation is complex, and the report to the street petitioner who cannot solve it at the same level, and follow up and handle it in a timely manner, and timely feedback the results to the parties, so as to ensure that everything is settled and everything has an echo, and strive to let the masses mediate contradictions only into one door and run at most one place.
Charge d'affaires at the third level. Matters that can be handled or answered in the community are to be directly handled and answered by the community's "petition agent"; If it cannot be handled in the community, the "petition agent" shall go to the "petition agent" window of the street service center for the people to handle it; If it is necessary to go to the district level, the district-level "petition agent" will be unified to the district-level functional departments to help handle it, so that the on-site handling that can be solved on the spot, the time-limited handling of complex situations, and the timely reporting and follow-up handling of those that cannot be solved at the same level to ensure that everything is settled and everything has an echo. We have grasped the charge d'affaires for letters and visits at all levels, and built a vertical work system that runs through the top and bottom.
Four categories of personnel. The secretary of the community party committee is the leader of the charge d'affaires, and through organizing four types of personnel, including members of the "two committees" of the community, community police, people's congress deputies, and cadres of judicial offices, they take the initiative to visit the door as a petition agent waiter, and interact face-to-face with each other in such a way as "sitting on a horse and doing homework", mainly to find out potential contradictions in letters and visits. At the same time, the system of return visits for agency work is fully implemented to help letter-writers and visitors to implement and handle their opinions and results; Publicize and explain laws, regulations, and policies to letter-writers and visitors, and do a good job of psychological counseling and spiritual comfort for letter-writers and visitors. Heart-to-heart exchanges, change the masses' "petitions" to the "visits" of agents, and earnestly help and do everything they should to ensure that "the people have a call, and I have a response". After the problem of damage to the underground sewage pipe in the high-rise of the waterfront community, the community cadres, as the petition agent, learned about the situation during the household visit and included it in the scope of the petition agency as soon as possible. By actively coordinating with community residents, property management companies and municipal property service centers, and communicating with property companies in real time, the damaged pipelines will be replaced and repaired, and the livelihood problems related to the masses will be effectively solved. The masses expressed their recognition and satisfaction with the results of the solution, and truly realized that "small things do not leave the community".
Five processes. Through the five working procedures of screening and registration, handling matters, handling feedback, ending return visits, and sorting and archiving, we ensure the standardized and efficient operation of the petition agency work, and continuously improve the service level of the petition agency work. The 13 grid members are responsible for the contradiction investigation, petition agency, problem resolution, and stability-related risk reporting in their own areas, so that the masses have a place to speak, a place to talk, and someone to solve things, so as to ensure the realization of "one-stop" and "zero-distance" services, and promote the masses' demands to "go to one place at most, visit at most once".
2. The "double agency" work model and the construction of a "new carrier" for petition agencies
Mobile agency. A bag, a pen, a table, the first time to discover the needs of residents, the first time to solve the needs of residents. The community actively explores the organic integration of the grid staff and the "agent", and goes deep into the masses with the role of "petition agent", breaking the bottleneck of limited human resources, service scope and beneficiary group limitations caused by a single "assistant agency" method, and "door-to-door, zero distance", which also makes more people feel the true intention of government service personnel. It has realized the transformation from "passive acceptance" to "active service", changed the "window office" to "grid office", and changed the masses from "less errands" to "no errands" as much as possible.
Chargé d'affaires at your fingertips. First of all, the petition agency of the Ajilaqin community relies on the combination of new media platforms and residents, summarizes and transmits the major and minor matters of people's livelihood in a timely manner, and allows the masses to understand the truth in an open, transparent, timely and effective manner, resolve the contradictions at their fingertips, and let the chargé d'affaires warm their hearts. Residents "blow the whistle" online, and community agents "report" offline. "The tiles on the wall of the corridor have fallen", "the heating temperature is not up to standard" and other problems reported by residents in the building group, and the agents have responded and solved them in the group in a timely manner. Establish the Douyin video account and WeChat video account of the Ajilaqin community, and release information in a timely manner through the two platforms. "Residents, the water supply pipe has been repaired, and the heating is expected to be restored in two hours," said the notice sent by the petition agent in the community group, which was praised by the residents. In December 2023, in the cold winter, the sudden rupture of the heating main pipeline led to the loss of heating in 10 residential communities and more than 2,000 residents' homes.
3. Collect "golden ideas" to create a "golden business card"
Led by the new media platform, the Ajilaqin community has created an online publicity position for petition agents. Actively publicize and push the content of petitions, produce micro-videos and other legal knowledge related to petitions in WeChat groups in each community, and create a strong atmosphere of lawful, standardized, and orderly petitioning. Thirdly, relying on the community short video comment area, it answers the doubts of all kinds of people about petitions and analyzes the problems faced by the people, truly brings the publicity of the "Regulations on Petition Work" to the people, and provides effective suggestions for the masses to petition in accordance with the law through correct guidance.
Up to now, the Ajilaqin community has handled a total of 32 petition matters, resolved 31 cases, and is in the process of resolving 1 case, with a resolution rate of 100% on schedule, effectively preventing the contradictions from fermenting and not letting the masses worry.
Editor: Qi Haotong Editor-in-charge: Zhang Jiaxing Review: Ma Xinyan (Ajilaqin Community, Huanhe Street Office)