Western Decision Network NewsIn carrying out the "three years" activities, the Xianyang Municipal Affairs Service Center is based on the functions of the window unit, focusing on the "five hearts" service standards of comfort, reassurance, carefulness, warmth and intimacy, improving window management, coordinating online and offline, dredging the "blockages" and "difficulties" of service, carrying out "five offices" services, continuously improving service efficiency, and truly allowing services to enter the "hearts" of the masses from the "window".
Focusing on the requirements of comfort, make a unified appointment for "multi-point handling". Pay close attention to the high-frequency matters that enterprises and the masses are concerned about, integrate the consulting service resources of the city and county government service centers, and incorporate them into the integrated management of the platform, so as to achieve full coverage of the city, district and county government service halls. It has comprehensively carried out the standardization of high-frequency matters for the convenience of the people, and established a unified database of convenient services for the people in the hall, involving more than 180 businesses in the administrative examination and approval and public service categories. The unified appointment service platform for government services has been put into operation, and the unified appointment adopts the mode of online queuing and calling machine through the "unified appointment" column of Shaanxi government service network and offline government affairs hall, with functions such as intelligent number queuing, queuing information display, and SMS reminder calling. The consulting and guiding personnel know the demands of the enterprise and the masses in advance through the appointment information, take the initiative to connect with the front-line service, carry out the pre-trial assistance service, and realize the full-process online assistance guidance of the enterprise masses of "service consultation, location inquiry, ** appointment, and remote guidance". At present, through the unified appointment platform, the average daily volume of more than 110 cases.
Focusing on the requirements of peace of mind, the "1+N" window "helps the agency". "1" is to provide enterprises with one-stop, full-process assistance services, and "n" is matters involving multiple windows. Enterprises only need to apply once at the comprehensive window of the government service center, and the staff of the comprehensive window will review the whole process of service materials, accept defects, follow up the service nodes, and notify the enterprise to receive the results at one time after all matters are completed, so as to optimize and improve the service process of multiple links to "one process unified handling", realize the collaborative handling of government services, simplify the service process, improve service efficiency, reduce the time cost and economic burden of enterprises, and provide enterprises with a more convenient and efficient service experience. On the other hand, the role of the "1+N" assistant service model is also reflected in the tidal post of the comprehensive window, during the peak period of the comprehensive window business, other window staff with less business volume are diverted to assume the responsibility of handling the business of the window, receiving and transferring, reducing the waiting time of enterprises and the masses.
Focusing on careful requirements, public matters are "handled by standards". Adhering to the overall principle of "facilitating the people and benefiting enterprises", and closely focusing on "promoting implementation, standardization, and service through openness", a special area for open government affairs has been built in the government service halls at the city and county levels, and online and offline service channels such as government service matters and service guides have been released from the same source, and 1028 matters handled in the municipal service hall have been compiled with a one-time notification. Since the launch of the "weekend non-closing" service on July 1, the municipal affairs service center has made full use of the achievements of government service standardization to refine and decompose the "weekend non-closing" item handling guidelines, receiving standards, and handling processes, and compile specifications according to unified standards, combined with the promotion of comprehensive windows, to achieve non-discriminatory receipt and handling, and to maximize the convenience of the masses.
Focusing on the warm-hearted requirements, the "front desk office" is comprehensively consulted. Give full play to the comprehensive service role of the consultation and guidance desk, implement measures such as the front desk consultation and guidance office + assistant agency + tidal post, focus on the high-frequency matters and hot matters that the masses are concerned about, standardize and standardize the daily consultation and guidance services, establish the consultation and guidance work ledger, and compile the guide desk manual, the recently released 6th edition of the guide desk manual in addition to the cities, counties, districts, municipal departments of the convenience service ** inquiry, convenient service network inquiry, old age subsidy, In addition to 24 items in three categories, such as the annual inspection of retirees, 22 high-frequency consultation questions on medical insurance have been added, and 22 medical insurance consultation for urban and rural residents have been added, and the Chang'an Tong elderly card, Chang'an Tong student card online and offline handling process, Chang'an Tong service outlets, etc., have compiled and printed small cards and brochures for convenient services, which have been well received by the masses. Recently, the "30-minute map of government services" was made, the map takes 30 minutes as the time node, and the Xianyang Municipal Affairs Service Center is the origin of the surrounding service outlets, providing citizens with information on the location of various government services, and the bus route, drive, outlet address, ** are uniformly printed and hung below the map, and the masses only need to compare the map and choose the appropriate way to handle it according to their own needs. By integrating and optimizing government resources, it is displayed to the masses in the form of maps, providing a more convenient and efficient experience for the masses.
Focusing on intimate requirements, the data scenario is "intelligently handled". It has innovatively launched WeChat mini-programs for digitally empowered business environment such as "Chunjie Office", which integrates functions such as government affairs map, matter handling guide, policy push, precise guidance, assistant agency, appointment service, complaint and suggestion, business environment, investment promotion service, project steward, etc., which can realize one-stop functions such as precise policy push, appeal and simple service, and effectively improve the experience and satisfaction of the enterprise masses. Focusing on the affairs of enterprises and the masses and people's livelihood, relying on the government service network, a special service area for standing matters has been set up, which can handle 210 high-frequency matters. Relying on scenario-based applications such as the social security area, public security area, education area, employment and entrepreneurship area, and unified payment area opened by the "Qin Clerk" app for government services, 191 items have been launched in Xianyang, the "Qin Clerk" app. The "Xianyang Government Affairs" WeChat mini-program has been opened and operated, bringing together functions such as policy interpretation, precise push, and two-way interaction, so as to realize the active push of various policies that benefit enterprises and facilitate the people. Enterprises and the masses can inquire, submit and handle matters through mobile phones, and create efficient government services at your fingertips. (Contributed by Li Hongyan).