A brigade of the Marine Corps introduced a telephone service evaluation system to improve the quality of grass-roots services for organs

A brigade of the Marine Corps introduced a telephone service evaluation system to improve the quality of grass-roots services of organs -

"Please evaluate this service..."

At the end of last year, Qiao Shiqi, a clerk of the combat support battalion of a certain brigade of the Marine Corps, consulted the finance section on the handling of the support card through the military line telephone, but he did not expect such a sentence to come from the earpiece after the call.

Originally, the brigade had just installed a telephone service evaluation system, and when the officers and men at the grass-roots level called the telephone number of the organ department, the system would automatically record and ask the officers and men to evaluate it at the end.

When it comes to answering the phone of the organ, Qiao Shiqi had a not very good experience at the beginning of his career as a camp clerk. At that time, he did not know much about some matters arranged by the organs, so he called the relevant departments to inquire, but who knew that as soon as the question was spoken, he was criticized by the staff officer on the other end of the phone. Of course, Qiao Shiqi could also understand the difficulties of the cadres of the organs, he said: "There are so many companies in the brigade, if they call to inquire as soon as there is a problem, everyone will be upset." ”

The fact that officers and men at the grass-roots level can understand does not mean that the work style of the organs does not need to be improved. In order to strengthen the management and supervision of the grass-roots service of the organs, the party committee of the brigade decided after many investigations and investigations to introduce a telephone service evaluation system to allow the officers and men at the grass-roots level to give real-time feedback after receiving the telephone calls of the organs.

A stone is thrown into the lake, and a thousand layers of waves rise. As soon as this system was put into trial operation, it brought quite a lot of stimulation to the cadres of the organs. The welfare work that Chen Quan, an officer of the Human Resources Section, is responsible for is closely related to the vital interests of grass-roots officers and soldiers, and every day people ask about relevant issues such as leave approval, marriage certificates, and certificate handling, and the telephone in his office has hardly stopped from morning to night. Chen Quan said frankly: "Sometimes it is really irritable, and the emotions will be uncontrollable. However, a little lack of attention may chill the hearts of officers and soldiers at the grass-roots level and get bad reviews. This evaluation system always reminds me to do things well and to do them with temperature. ”

Like Chen Quan, Shen Quncai, a staff officer of the Army Management Section, also dealt with grass-roots companies every day. For the introduction of this system, at first he did not understand it very well, thinking that it would affect the efficiency of the organs, but when he received several praises in succession, he had a great sense of achievement, which made him pay more and more attention to taking care of the feelings of officers and soldiers in the process of communicating with the grass-roots level, and the work became smoother and smoother.

At the end of last year, the Propaganda Section, which ranked first in service satisfaction, was rated as the "Advanced Section for Grassroots Service of Organs," and Section Chief Wei Bo said when exchanging experience: "Answering the phone seems to be a small thing, but this small thing is connected with style." We often say that we should improve the work style of serving the grass-roots level of government organs, where should we change it? You can start by answering grassroots phone calls, such as saying less 'Do you understand', saying more 'Have I made it clear'; not saying 'I don't understand myself and going back to think', saying 'If you don't understand, you can come and ask me'..."

Spring River Plumbing Duck Prophet. The change in the service attitude of the organs is most obviously felt by the officers and men at the grass-roots level. Nowadays, Qiao Shiqi, who enjoys the warm service of the organ, has become accustomed to "additional evaluation", and every time he calls, he has to say: "Five-star praise!" ”

What other attempts can be made to let new technologies boost the service level of organs at the grass-roots level? Seeing the immediate results of the telephone service evaluation system, the brigade began to consider learning from other areas. The author learned that just last month, the brigade newly developed a one-click repair system for barracks water and electricity facilities, and officers and soldiers filled in the damage information by scanning the two-dimensional code, and could also upload pictures to allow maintenance personnel to make more accurate judgments. This simplifies the repair process and improves the efficiency of maintenance, which is convenient, fast and hassle-free.

"Please evaluate this service..." (Chen Yan)

Editor's Testimonials

We must keep pace with the times and embrace new technologies

■ Zhang Liang

In compiling and distributing this draft, while we praised a certain brigade of the Marine Corps, we were actually a little ashamed, the telephone service evaluation system has been used in the local area for many years, but the introduction of troops is still a new thing.

Needless to say, the management of the armed forces has lagged behind in many aspects, especially in the application of new science and technology. Of course, the troops have the particularity of the troops, not all the good things in the local area can be used by the troops, I believe that this telephone service evaluation system must have opposed the introduction of a certain brigade of the Marine Corps, but this particularity is by no means a self-enclosed "shield", let alone a refusal to make changes, refuse to keep pace with the times, refuse to embrace the times. On the contrary, precisely because of the particularity of the task and its extreme importance to the country and the people, the troops should become the most ideologically emancipated and technologically advanced place, standing in the forefront of the times with eternal vitality.

Source: People's Liberation Army Daily