Let the masses run away less (solve people's worries through practical means), and unify the window to handle affairs | serve | the masses
Core Reading
Xining City, Qinghai Province, has improved its work methods by integrating multiple functions, establishing a unified window, and saving time for the public to handle affairs. At the same time, measures such as assisting and handling affairs, and extending services will be implemented to further optimize the service environment and make the process of handling affairs for the public more convenient and efficient.
Han Xiaotian, a resident of Xining City, Qinghai Province, got up early and queued up in advance, fearing that the application for the "ride hailing transportation certificate" would require "repeated trips". Unexpectedly, at the "one thing, one go" window, the staff smiled brightly and collected all the materials for verification. In less than half a day, he received the certificate. "I heard it used to take at least 20 working days, but now with process optimization and time compression, I can apply in the morning and make money by driving in the afternoon," he said with satisfaction.
During an interview in Xining, the reporter found that the local government has implemented the "one task, one action" reform, implemented convenient measures such as assisting and delaying services, and vigorously promoted the facilitation of government services. At the same time, we will carry out online evaluations and offline inspections to form a joint supervision force, create a clean and upright service environment, and make it easier for the public to handle affairs.
Optimize processes and achieve one-time success
Reduce the burden on the masses
In April this year, Ms. Cheng, a resident of Xining, planned to apply for real estate registration, but it was not completed all morning. "You have to go to the registration window to check the documents first, then go to the tax window to verify, pay taxes, and issue invoices, and finally go to the acceptance window to collect the certificate. There are long queues in front of each window, and if you don't finish the work all morning, you are most afraid of 'repeating it'." Ms. Cheng sighed.
After receiving feedback, the tax and real estate registration departments held multiple joint meetings to discuss solutions. "The key is to optimize the process of handling affairs." Chen Jianqiang, director of the Xining Real Estate Registration Service Center, came to the point and suggested that the functions of transaction verification, tax payment, registration and certification should be deeply integrated, and a unified window should be established to achieve 'one acceptance, one completion'. "
"The integration window is easy, but there should not be a single audit procedure missing," a staff member reminded. "Establish a data sharing platform, scan information into electronic data, and have departments review it online, so that 'more data runs, less people run'," Chen Jianqiang said.
How to further shorten the waiting time? "The tax department has opened an online tax payment service, where the public only needs to wait for SMS notifications at home, pay the fees on time, and the real estate certificate will be sent to their homes, truly achieving the goal of 'come and do it, do it immediately', said Hou Xiaoyun, Director of the Second Taxation Branch of the Xining Municipal Taxation Bureau of the State Administration of Taxation.".
It is understood that since the promotion of the new model, Xining has processed a total of 2842 real estate registration services, and the average processing time has been reduced from 70 minutes to 20 minutes. At present, Xining has opened 21 "one task, one action" projects, making public affairs more convenient and efficient.
Since 2022, Xining has actively promoted the extension of government service windows to bank branches by leveraging the advantages of banks in terms of branches, personnel, equipment, and other aspects. At present, cooperation agreements have been signed with China Construction Bank, Industrial and Commercial Bank of China, and 49 service stations have been built. 95 government service items related to departments such as human resources and social security, civil affairs, and public security have been settled in. The 15 minute government service circle has gradually formed, and the public has achieved a transformation from "running at most once" to "running nearby once" in handling affairs.
From "repeated running" to "running at most once" and then to "running nearby", today, with the continuous promotion of the construction of "Internet plus+government services", more and more government services have achieved "fingertip and online running", and no longer "running".
In June of this year, citizen Li Qiuju submitted the materials for enterprise establishment on the electronic platform for registering business entities in Qinghai Province. Two minutes later, the system approved the application and generated an electronic business license. In less than 2 hours, the paper version of the business license and corporate seal were mailed to the doorstep. "You can apply for a certificate without leaving your home, the service is getting better and better, and you need to roll up your sleeves and work hard." Li Qiuju was full of confidence.
Delayed services, assistance and agency
Meeting the needs of the masses
At noon, there were still people coming and going inside the Xining Municipal Government Service Center. Ms. Han, the operator of Qinghai Zhongxiang Pharmacy Co., Ltd., arrived at the window of the Medical and Health Department of Xining Administrative Approval Service Bureau and quickly obtained the medical device operation registration certificate. "I didn't expect to be able to get things done at noon, otherwise I would have to take a leave again. It's much more convenient now."
Thanks to the vigorous implementation of the "continuous work at noon and no closing on Saturdays from 9:00 to 12:00" work model in Xining, the problem of the masses having no time to work and no place to work after work has been effectively solved. "Although the masses are satisfied, some employees do not understand," said Yang Shanshan, the head of the Policy and Regulations Department of the Administrative Approval Service Bureau. Some buses are closed on weekends, making it inconvenient to commute to and from work; The restaurant is closed and there is no place to eat... The staff are all complaining to her.
"Delayed services can meet the diverse needs of the public, which not only affects service capabilities but also reflects service attitudes," Yang Shanshan said bluntly. Based on in-depth investigation and research, she started from the psychology of employees and educated everyone to enhance their initiative in serving the people.
Subsequently, the Administrative Approval Service Bureau actively coordinated with the municipal public transportation company to customize bus routes, which not only facilitated the commuting of employees but also facilitated public affairs; Simultaneously proactively coordinate with the restaurant to extend operating hours; Implementation rules have also been formulated and promulgated, allowing employees on duty on Saturdays to choose flexible half day leave on weekdays... A series of measures have been taken to satisfy employees and bring comfort to the public. It is reported that in just 3 hours on Saturday morning, more than 1000 citizens can meet their service needs.
Not only delayed services, but also the most prominent feature when entering the government service center is the "Comprehensive Assistance and Agency Zone". "Centered around key issues such as real estate registration and construction project approval, the center has opened four service windows for" investment attraction "," real estate registration "," construction project ", and" love assistance ", as well as a reflection window for" failure to achieve results ", to provide thoughtful services throughout the entire process for special groups such as the elderly, weak, sick, and disabled, and to coordinate and resolve obstacles in the process." Yang Shanshan said.
In August this year, citizen Zhang Chengfu applied for real estate registration for the first time. Due to unfamiliarity with the process, he requested the assistance of the service window staff to assist in handling it. "Set up an 'AB' position at the window to ensure that someone is on duty at any time." Staff member Hua Yuan accepted it as soon as possible and handed over the documents that were originally scheduled to be completed within 3 working days to Zhang Chengfu in just 1 working day. "The people believe us when they ask us to do things, and we cannot let down this trust," Hua Yuan told reporters.
In addition, some citizens have reported that due to Xining being located on the edge of the Qinghai Tibet Plateau, with a low altitude and a warm summer climate, some people in other cities and prefectures in the province are accustomed to moving to Xining after retirement, but they still have to return to their original place of origin, which is time-consuming and laborious. "After coordinating with all parties, the government service center has set up comprehensive service windows for cities and prefectures, achieving more than 70 high-frequency government service items that can be handled in different places." Wang Haibin, Deputy Director of the Administrative Approval Service Bureau, introduced, "As long as it is needed by the people, we will do our best to provide thoughtful services."
Online evaluation and offline inspection
Forming a joint supervisory force
In front of various government service windows in Xining, QR codes are hung or posted in prominent positions. Pick up your phone to scan, and the "Xining Evaluation" system catches your eye. "If the service is good, the masses have the final say," said He Guoli, deputy secretary of the Xining Municipal Commission for Discipline Inspection and deputy director of the Xining Municipal Commission for Supervision.
In recent years, Xining has continuously promoted the deepening and implementation of work style construction, established a leadership group for work style construction, and launched the "Xining Evaluation" system. "The system has incorporated more than 3000 window units and grassroots stations with approval and law enforcement powers in the city, horizontally to departments and vertically to townships, achieving full coverage." Gao Zhaohua, Deputy Leader of the Comprehensive Coordination Group of the Group Office, introduced.
On the system interface, the three options of "satisfied", "basically satisfied", and "dissatisfied" are very prominent, and citizens can also leave their opinions and suggestions. "If it has been rated as' dissatisfied 'by the masses for many times in succession and the rectification is not in place, it will be rated as the annual' ten poor 'unit. The head of the unit will also face adjustment, which will force the quality and efficiency of government services to improve." Gao Zhaohua said.
Previously, the Fourth Brigade of the Traffic Police Detachment of Xining Public Security Bureau was rated as one of the "Ten Poor" units due to its lack of meticulous public service and impatience in answering questions. The Fourth Brigade immediately launched a 10 day disciplinary and work style rectification activity, and implemented the "first reception responsibility system" to guide the public to quickly handle cases. The satisfaction of the public continued to improve, and no similar complaints have been received since then. It is understood that in the first half of this year, the "Xining Evaluation" system received a total of 291900 people's evaluations, with a satisfaction rate of 99.97%.
In addition to online reviews, there are also offline inspections. Xining has established 10 style inspection teams, stationed in various districts, counties, and departments for a long time, to carry out special inspections around serving the people and cadre style.
In April of this year, the fourth inspection team responsible for inspecting Xining Chengbei District found that the district human resources and social security bureau had not opened two inter provincial procedures, including the registration of urban and rural residents' pension insurance participation. They immediately issued a supervision letter, and the district human resources and social security bureau rectified the situation within a week.
"The construction of work style is a fundamental and long-term task, which is carried out in parallel online and offline. The organic combination of mass supervision and inspection supervision is necessary to establish a long-term mechanism in order to form a joint supervision force." Ma Wanfu, the leader of the fourth inspection team, said that since the beginning of this year, a total of 287 problems have been discovered in 10 inspection teams, and 266 have been rectified, with a rectification rate of 93%.
