Focus Interview: Question List Becomes Satisfied Answer Sheet Backend | System | Satisfied
CCTV News: "The interests of the people are nothing small." The "small things" of people's livelihood may seem trivial, but for the general public, they are all important matters related to their immediate interests. How to solve small issues related to people's livelihoods tests the government's ability and determination. There is a "public opinion express" platform in Shenzhen, with the goal of "leaving simplicity to the people and complexity to the government.". Citizens log in on their mobile phones, input their demands, and the departments involved should take the initiative to handle the "troubles" that the people encounter at once. How can a platform in a mega city like Shenzhen address the numerous demands of the people? How to mobilize relevant departments to coordinate and solve the problem of "one click ordering" for ordinary people? Let's walk together into the "Public Opinion Express" platform in Shenzhen.
Mr. Liu from Shenzhen has recently encountered some trouble. He just changed his name, so a series of documents need to be changed. According to the previous process, he had to go to the public security department to change the registered residence information, and then go to the traffic control department to change the vehicle license information; My company has business on the "Shenzhen Health" system and needs to change registration information; To seek medical treatment, the information on the Shenzhen Health Cloud platform also needs to be changed, and a series of processes are very cumbersome.
But now, Mr. Liu doesn't have to fuss like this anymore. In order to solve the problem of difficulty for citizens in handling affairs, Shenzhen launched the "Public Opinion Quick Action" online platform in November last year. Previously, the process of handling affairs involving multiple departments can now be solved with just one click on the mobile phone to place an order.
Mr. Liu tried to submit his request on the platform, and on the same day, staff from five relevant departments quickly contacted him.
Mr. Liu said, "The first one to call was the Public Security Bureau, and he told me directly that you don't need to come to the lobby. I will now tell you how to operate online. The second department, the Shenzhen Traffic Police, called and also said that we will handle your issue in the background today. At eleven o'clock that evening, I saw that the changes had already been made, faster than I had imagined."
Shenzhen has a population of over 20 million and numerous livelihood affairs. Previously, there were a total of 537 channels for reflecting people's livelihood demands in the city. To solve problems, citizens need to first figure out which departments to report to. Often, they have no way to file complaints because they cannot find suitable channels. Nowadays, these channels are unified and integrated into a "public opinion express" platform. Citizens only need to log in, choose consultation, complaint, suggestion or seek help, and the relevant departments will start the processing process synchronously.
In order to verify whether this "public opinion express" platform can really solve the problem and is convenient and fast, the reporter also experienced it.
CCTV reporter Zhu Huirong: "According to the prompts, we choose to consult, and then voice input my request, 'Can I see a doctor in Shenzhen for the social security and medical insurance I paid in Beijing? What kind of procedures do I need?' Now the submission has been successful. Please remember the current time, 11:07 am."
How to handle the submitted consultation question next? The reporter arrived at the backstage of the "Public Opinion Quick Action" system. The staff told the reporter that their daily order volume is around 10000 orders. In order to ensure that these demands can be responded to in a timely manner, nearly a thousand staff members are divided into 6 shifts and processed 24 hours a day.
When the demand form reaches the system backend, if the citizen has selected the theme and corresponding items when submitting, the system will directly transfer it to the relevant department; If citizens have no choice, the system will determine which departments to handle on its own, and then the staff will conduct manual reviews to ensure the accuracy of the dispatch.
At the scene, the reporter found the appeal form he had just submitted.
"Zhang Meiyu, a staff member of the Complaints Management Office at @ Shenzhen Public Opinion Express, said, 'Urgent work orders are allocated and processed within 30 minutes, while quick work orders are allocated and processed within two hours. Generally, normal work orders are required to be allocated and processed within 8 hours. Currently, there are sufficient arrangements for handling personnel, and according to citizens' demands, they are guaranteed to be allocated to the disposal department within two hours.'"
At 16:33 pm that day, the reporter received a feedback call from the Futian District Medical Insurance Bureau. The staff learned about the problems encountered by the reporter during the use of medical insurance in different regions and helped the reporter complete the registration of medical insurance in different regions, so that the reporter can use the medical insurance card for medical treatment in Shenzhen.
The demands of citizens cover all aspects of life, and some of them are related to five or six departments. How can we complete precise and rapid dispatching in such a short time? In the operation office of the platform, the reporter saw a list of responsibilities for people's livelihood demands, which were categorized into 3 levels, 18 categories, and 4315 items. Taking noise complaints as an example, a total of 35 issues have been refined. Among them, noise from different sources such as construction, parks, schools, and roads has been finely divided into different departments such as ecology, urban management, education, and transportation, striving to use clear division of rights and responsibilities to avoid each department shifting blame and kicking the ball.
How is it to implement such a list of responsibilities one by one in the actual process of solving problems? On Xinyuan Road in Luohu District, Shenzhen, there is a flower bed with a diameter of 3 meters, which occupies nearly half of the pedestrian passage, causing great inconvenience to citizens. Many citizens have complained on the platform.
According to the principle of territorial coordination in the list of responsibilities, the matter is handed over to the Luohu District Government to take the lead in resolving. After investigation, it was found that both the ownership of the flower bed and the land in its location belong to the Shenzhen Health Education and Promotion Center. However, they did not subjectively encroach on the pedestrian walkway. The flower bed was first established here, and the pedestrian walkway was later planned and built.
So how should we handle this matter? According to the detailed regulations on the list of responsibilities, firstly, the streets in the jurisdiction should coordinate with the Shenzhen Health Education and Promotion Center to relinquish some land. Then, the transportation bureau responsible for road planning will re plan this section of road. Finally, the urban management bureau responsible for green management and maintenance will reduce and rebuild the flower beds. The entire process is clearly and smoothly organized on the list.
It is necessary to clarify the responsibilities of each department and who is the "leading unit". In order to resolve the matter more efficiently and avoid mutual blame, the responsibility list clearly defines the "first handling responsibility" system, and determines a "leading unit" among all involved units to be responsible for the entire incident handling process.
Finally, under the coordination of the Luohu District Government, various departments collaborated with each other to reduce the original 3-meter deep flower bed to 1.5 meters and broaden the pedestrian walkway.
Of course, this list of responsibilities is not fixed and unchanging. The drafting department also needs to constantly pay attention to changes in social development and people's livelihood demands, and adjust the list items in a timely and dynamic manner according to the characteristics of new fields and new formats. In recent years, with the development of the Internet, the consumption scene is becoming more and more diverse, and the protection of rights in the consumption field often encounters some new problems.
Li Guopeng, Deputy Leader of the Task Force for the Comprehensive Service Reform of Shenzhen's Livelihood Demands, said, "In 2022, we received over 300000 consumer rights related complaints, accounting for nearly 20% of the total number of complaints."
On this day, in the conference room of the Shenzhen Municipal Government, a coordination meeting on consumer rights protection responsibilities was taking place, with multiple departments and institutions including the Market Supervision Administration, the Bureau of Commerce, and the Education Bureau participating together.
After a 6-hour communication, the meeting classified and sorted out the events with a rapid increase in recent complaints, and clarified the responsibilities and disposal processes of each department.
Xu Bo, Director of the Office of the Organization Committee of the Shenzhen Municipal Committee of the Communist Party of China, said, "The demands of the people are constantly evolving. In addition, some of them involve laws and regulations, including policy adjustments, especially in some emerging business areas. After a period of operation, the organizers and levels of these matters may also be optimized."
After so many improvements in working mechanism and process, people have to decide the final say. So, it is important for the people to have a full understanding of the situation and supervise the process. On the "Public Opinion Express" platform, every step of the entire process, from receiving and distributing appeals to handling, feedback, and completion, is recorded in detail. Petitioners can view it in real-time, just like checking express logistics.
Not only that, the platform has also established a "good and bad review" evaluation system and a "dissatisfied rollback" mechanism. The reporter saw in the system backend that some citizens, after the first completion of their appeals, rated them as "dissatisfied", and such appeals would be returned to the relevant departments for re processing.
Mr. Liu wanted to return the product after purchasing it online a while ago, but the website refused the refund. Therefore, Mr. Liu complained on the public opinion platform, but the complaint was not successfully resolved. Mr. Liu commented that he was "dissatisfied".
Ms. Li, a citizen, complained to the platform that she was not satisfied with the courses offered by a certain educational institution and wanted a refund, but the institution refused.
Hu Kai, Deputy Director of the Shenzhen Municipal Government Service Data Management Bureau, said, "In terms of process, we should make it as open and transparent as possible, and take this kind of real handling and real resolution as the core goal. For a case that has been closed but not really resolved, we will continue to follow it. Once the case is resolved, we will follow these departments again and again, and through data analysis, we will force them to truly handle and solve it."
Since its launch in November last year, the "Public Opinion Express" platform in Shenzhen has received a total of 9.6506 million people's livelihood demands, with a timely completion rate of 97.49%, an average processing time compressed by 65% compared to before, and an overall satisfaction rate of 99.40%.
The "Public Opinion Quick Action" platform not only better solves the demands of the people, but also builds a communication bridge between the people and the government, allowing the government to hear the voices of the people more and faster.
Liu Jiachen, Director of Shenzhen Municipal Government Service Data Management Bureau, said, "In addition to appeals and consultations, there are also a large number of opinions and suggestions on the platform, which has built a bridge for real-time communication between the Party Committee, government, enterprises, and citizens, allowing more citizens and governments to participate in urban governance. These opinions and suggestions can also be gathered from scattered corners, forming data support and decision-making references."
From the 12345 hotline to various livelihood service platforms, various parts of the country are constantly exploring and improving the construction of public opinion appeal systems. Shenzhen has connected all administrative departments through a single online platform, with the public expressing their demands and the government taking the initiative to resolve them. Which steps of the matter are open and transparent, and which departments have clear responsibilities. On the surface, it appears to be driven by technological innovation, but in essence, it is a transformation of government functions and governance methods. To achieve effective results in reform, it is necessary to penetrate into various capillaries, which is also a concrete manifestation of comprehensively building a grassroots governance system led by party building centered on the people.
