Red Net Moment News on March 4A pass has set up a "heart-to-heart bridge" between the masses and the masses, which is a communication channel between the masses and the masses, and the reasonable demands of the masses are solved, and the sense of gain and happiness of the masses is constantly enhanced. Recently, the Hunan Provincial Data Bureau issued the "Notice on the Typical Experience of the Government Service Reform in 2023", and the experience and practice of Shuangpai County to build a convenient "warm heart line" to help enterprises "Link Heart Bridge" have been promoted, let's learn about the "12345 government service **" in Shuangpai County through two cases
1. Multiple measures to relieve difficulties and make enterprises warm and rest assured - Shuangpai County "12345**" rushed to help ensure the resumption of work
100,000 urgent! My factory is suspended, can you help reflect it to the relevant departments so that the factory can resume work as soon as possible. At 9 p.m. on May 10, 2023, Boss Tang of Jinsen Wood Processing Factory, located in the Shuangpai Industrial Development Zone, asked for help from the "12345 Government Service", reflecting that the factory was shut down due to power failure, and the electrician in the factory was repaired for two days, but the power supply could not be restored.
After receiving the "first dispatch", the county government affairs linkage disposal center immediately connected with the county science, industry and information bureau, county electric power bureau, industrial development zone and other departments, and arranged special personnel to set up a temporary emergency response team for on-site investigation and emergency repair. After 6 hours of intense work, at 3 a.m. the next day, the power of the factory was successfully restored and the problem was solved. Boss Tang praised and said: "The action of * makes me both heart-warming and reassured. ”
Work Experience:
In recent years, the double card investment 1600 million yuan will be integrated into the three centers of tourism emergency command, comprehensive management and stability maintenance command, and digital urban management command, which will be integrated into a double-brand county linkage disposal center, integrating functions such as centralized monitoring of urban operation, emergency command and collaborative linkage, creating an intensive "smart city brain", and carrying out unified scheduling of 117 villages in 12 townships and towns in the county and 63 county-level member units, exploring a road of intelligent convenience for the people. Jinsen Timber benefited from the "12345 government service**" for help and was able to resume production within 6 hours.
1) "24-hour **" operation specification. "* * Realize the 7 * 24-hour duty system, and during the night and holidays, through the "real-time dispatch of functional departments to link the disposal of on-site solutions. Boss Tang urgently asked for help at 9 o'clock in the evening, "* quickly dispatched various departments to the scene.
2) Precise positioning of the "City Brain". Through the "urban smart brain", a county, township, and village (community) event linkage handling mechanism has been built, and a six-step closed-loop online and offline integration and linkage of "discovery and reporting, acceptance and dispatch, disposal feedback, task verification, sorting and archiving, and assessment and evaluation" has been established. After receiving Boss Tang's appeal, "* Through the linkage disposal of the enterprise address book in the platform, the factory address and basic information are accurately located, and synchronously distributed to the relevant functional departments, so that the functional departments can contact the factory on the road to understand the preliminary situation."
3) "Government-enterprise linkage" is efficient and fast. In accordance with the "Shuangpai County 12345 Government Service Convenience ** "Government and Enterprise Pass" Work Plan", within half an hour of Boss Tang's appeal, led by the county linkage disposal center, immediately set up a temporary emergency response team, and urgently dispatched the county bus platform to arrange vehicles, and rushed to the scene.
In addition, in order to better practice the concept of "people-oriented, service-oriented", Shuangpai also strengthened the team's answering training, incorporated the "hard goods" such as traffic etiquette, platform operation, and classic cases into the monthly training course, organized a full-staff simulation drill, pragmatic operation and event research and judgment examination every week, and established a joint meeting system and assigned supervision system with the county ** supervision office, the county discipline inspection commission correction room, and the county optimization office, and implemented "one single assignment, four supervision" for complex problems, and effectively promoted the rapid and effective disposal of problems.
2. "Handle the complaint immediately" keep the original intention and "serve wholeheartedly" to warm people's hearts - Shuangpai County strives to create "three new" ** to solve people's worries
At around 8 a.m. on December 12, 2023, "12345 Government Service **" received a request for help from Ms. Peng, saying that she had been working abroad for a long time, and her house had been rented out, and she was now planning to install natural gas.
After receiving the "** dispatch", the county government affairs linkage disposal center immediately contacted the county market supervision and administration bureau to arrange a special person to dispose of it. The bureau immediately contacted the natural gas company and rushed to Ms. Peng's home with the person in charge of installation and maintenance of the natural gas company to confirm the relevant situation. It turned out that the wall in Ms. Peng's home was in disrepair and did not have the conditions to install pipelines, so the wall had to be reinforced, which required a cost of about 1,000 yuan.
After understanding the situation, the staff of the County Market Supervision and Administration Bureau immediately contacted Ms. Peng and held a mediation meeting through WeChat, which finally facilitated Ms. Peng and the natural gas company to reach an agreement, and the natural gas company contacted a qualified construction company to repair the wall, and Ms. Peng was responsible for paying the relevant expenses. On the afternoon of December 16, Ms. Peng successfully used natural gas at home and was very satisfied with the disposal results: "Although I am far away in Guangdong, I also feel the warmth and touching of the government service in my hometown. ”
Work Experience:
Ms. Peng's incident can be properly resolved within 5 days, it is not an accidental phenomenon, Shuangpai County focuses on people's livelihood and people's foundation, realizes "online and offline" precise supervision, timely early warning, and full supervision, and specially tailors the "three new" convenient service model for the people, and makes every effort to solve the urgent and difficult demands of the citizens, and keeps the original intention of "handling the complaint immediately", and builds the mission of "dedicated service".
1) Improve the new system of standardization. Formulate and implement the "Shuangpai County Government Affairs Linkage Disposal Management Measures", "Shuangpai County 12345 Government Service Convenience "Government and Enterprise Pass" Work Plan, "Shuangpai County 12345 Government Service Convenience "One Call and Response" Work Plan", "Shuangpai County 12345 Government Service Convenience Implementation Plan for Standardization Construction" and other systems, standardize the standardized disposal process, optimize and improve the "six-step method" operation mechanism of "rapid acceptance, accurate dispatch, efficient handling, careful reply, warm return visit, and careful verification". A set of standardized operation system has been improved. In the handling of Ms. Peng's appeal, the county linkage disposal center gave the "first dispatch" to the county market supervision and administration bureau, which played a "leading" role in this acceptance of the incident, and will be responsible for contacting the natural gas company, conducting on-site investigations, and presiding over tripartite consultations.
2) Build a new model of precision. The first is to establish a new system of integration and merger to form a new work model of "No. 1 entry, diversion and disposal". Integrate more than 20 public service numbers in the county, establish a dynamic contact mechanism with the 110 platform, and directly transfer to the corresponding police platform for disposal. The second is to build the "three systems" of work order assignment. If you are not satisfied with the work order continuous return and assignment system, you will pay a return visit to the work orders completed by the organizer one by one, and all the work orders that the masses are not satisfied with will be returned to be re-assigned for handling until the return visit is satisfied; The on-site meeting system for work orders for difficult problems, some work orders with vague responsibilities and involving several departments will be handled in the form of on-site meetings to promote problem solving; Complex problems shall be submitted to the double-card county leaders for instructions and handling system, and the complex problems that cannot be solved by the department will be reported to the county-level leaders in charge in a timely manner for coordination and resolution. The third is to implement the speedy handling of complaints and improve the completion rate of work orders. Implement time-limited signing, and require the organizer to complete the signing work within two hours to ensure fast signing, fast processing, and fast reply; Through SMS reminders, the information will be sent to the specific undertaker, the person in charge and the main person in charge of the work order after the work order is dispatched, the day before the work order expires, and after the work order is overdue, so as to realize the SMS tracking and supervision of the work order. Ensure that the work orders received on the same day are all judged, assigned and assigned, and the work orders that are satisfactory are fed back to the province and city on the same day to ensure that the work orders are cleared on the same day. Since this incident involves construction, according to the event assessment, the county linkage disposal center assessed the time limit for the disposal of this incident as 5 days, once it exceeds 8 o'clock in the morning on December 17, the county market supervision and administration bureau does not report the progress of the incident, and will receive an early warning ** and SMS prompt. The county ** supervision office and the county discipline inspection commission rectification room will regularly conduct spot checks on the handling of the incident to ensure that all parties comply with the regulations and ensure the satisfaction of the masses.
3) Explore new concepts of intelligence. County financial investment 1600 million yuan will be tourism emergency command, comprehensive management and stability maintenance command, digital urban management command and other three centers, integrated into a double-brand county linkage disposal center, set urban operation centralized monitoring, emergency command and collaborative linkage and other functions in one, by the "12345 government service convenience for the people" unified coordination and scheduling, to create an intensive "smart city brain", smart city management platform for the county's 12 townships and 117 villages and 63 county member units for unified scheduling, to explore a road of intelligent convenience.