Recently, 12345 in Baotou City, Inner Mongolia, posted a number of unreasonable and non-compliant demands, such as citizens asking to reorganize the college entrance examination because their children did not do well in the exam, and not revoking their driver's licenses for drunk driving, which caused heated discussions on the Internet.
Many people think that making such a request is simply incredible, but more people are thinking about why 12345 has become a "wishing pool" for some people who dare to make any wish?
A few years ago, when residents were doing things or encountering difficulties, they would suffer from prevarication from functional departments. Because it is difficult for them to know which department should be in charge of their own affairs, the 12345 complaint hotline came into being, a complaint number, and then wait for the result.
Judging from the actual effect, the complaint does serve the masses, allowing them to solve many problems with a phone call, and they do not need to run errands themselves, but only need to use the evaluation of satisfaction or not to express whether they recognize the way the relevant departments handle the problem.
This belongs to a kind of mass supervision, so the satisfaction of the masses has become an important criterion for assessing the work of 12345.
The 12345 platform manages to receive orders and send orders to departments or grassroots units to solve the demands of the masses, which is understandable, after all, it is the responsibility. Theoretically, as long as the duty to solve the problem is performed in accordance with the law, it cannot be said that the staff of the receiving unit does not act, but because the superiors of the 12345 assessment are mainly based on the satisfaction of the masses to score and rank, so some complainants will use this to grasp the grass-roots staff, no matter what you do, he is not satisfied, and even solve the immediate problem He raised a new problem.
For a long time, some people encounter anything, the first thing they think of is not to find a way to solve it themselves, but to call 12345 to complain, if it is not solved, they will continue to complain, and gradually become a "social giant baby", they do not think that the difficulties are to be overcome by themselves, but should be solved by the government for him.
I have come to this conclusion because similar complaints have been dealt with in reality.
Once, when I was on duty at the unit, I received a call from 12345 at 12 o'clock at night, saying that a resident urgently asked for help. What is it? The resident said on the phone that he had just returned from a business trip and the door lock could not be opened, and asked someone to help him unlock it.
I said you can call 110 and they can contact a qualified lockpick.
He said that they came to pick the lock to pay, looking for them, what else did I call 12345 for.
I said, I don't have a way to contact you here to unlock it, or you can go outside and open a room for one night, and then solve it at dawn.
He said, "Do you reimburse the accommodation fee?"
I immediately hung up the phone and replied to the 12345 platform, we can't solve such a complaint!
Another resident on the second floor complained about the noise of the aeration pump in the store because of a conflict with the owner of the flower, bird, fish and insect shop on the first floor. The relevant departments came to coordinate with the shopkeeper to change the silent pump, rearrange the location of the fish tank, and do sound insulation...... But the complainant was not satisfied, and the complaint lasted for more than 10 years. During this period, the leaders changed a number of people, and several people came to the door in person to solve the problem, but they all came with excitement and returned with failure, and now the complainant is suffering from cancer, and time is running out. On the day he heard this, the staff member who had handled the complaint for many years was overjoyed!
The 12345 complaint hotline was supposed to build a bridge between the masses and functional departments to solve problems, but it successfully used satisfaction rankings to detach this work from reality, and successfully cultivated some people into "social giant babies", and successfully let some people drag functional departments into personal grievances, which may have been unexpected when 12345 was set up, right?
So how do you fix this? I think we must seek truth from facts, and the satisfaction ranking must be based on the reasonable demands that can be solved by functional departments, and we must firmly reject unreasonable demands, so that 12345 can truly return to the original intention of solving the problems of the masses!