Lu Liang: Innovative service helps to create a "three -no -three -can" business environment

Let the power run in the sun and let the service be displayed in the true feelings. Under the correct leadership of the Municipal Party Committee and Municipal Government and the Municipal Examination and Approval Bureau, the Luliang Municipal Government Service Center is accompanied by innovation and services, sincere and satisfying, and with institutional innovation and process reconstruction, exploring "standardized services", "review" three three three Separation and other new operations, strive to create the optimal government environment, and help create a "three -free" business environment that "no difference, barrier -free, without worries", "predictable, reliable, and development" to promote the high market entity height Quality development.

1. "One window acceptance" shows new face

"One window" is a form, "integration" is a means, and "service" is the purpose. Luliang's government service acceptance zone takes the sense of gain of the people as the entry point, and vigorously promotes the reform of "one window acceptance, one -time handling", and dynamically adjusts the approval links, material lists, commitment time limit, certificate links, etc. involved in the acceptance system. Comprehensively reach a "five -way" standard, that is, standardization of system construction, standardization of material lists, uniform acceptance services, streamlined processes, and convenient matters.

Based on the service model of creating "service standardization+answering professionalization+process standardization" as the standard, the "one -window acceptance of on -site training" in turn -based on -site training system "and" "One Window Acceptance" staff management system is formulated and issued. Two months have been organized for centralized training 20 times, and 14 matters have been trained; the section of the section leader has been trained for 8 weeks. Through the explanation of relevant laws and regulations, instance operation demonstrations, old belt, etc. Business ability and efficiency. At the same time, the model of the assessment one on Monday not only quickly inspected the effectiveness of learning, but also resolved difficulties and pain points.

Multiple measures to work together to create more intelligent and convenient government services. Since May 2022, a total of 10,831 acceptances have been accumulated, 10,625 are completed online, and the online running rate is close to 98%. It truly realizes "Internet+government services" and "let the data run more and run less legs."

Facing enterprises and the masses of different types and different situations, provide self -employed, personalized and differentiated "one -on -one nanny" gang -run service projects. The implementation of the "nanny -type" helping work, unblocking the "acceleration channel" of the business, showing the "Luliang Government Service Speed" of the administrative approval reform of the Government Service Center. Since May, 1,1210 pieces have been helped by one window, which has increased significantly compared with the previous helper. The center strengthens the overall planning, coordinates online service resources, is processed simultaneously offline, and enterprises and the masses can freely choose to handle channels. The online and offline parallel providing service model meets the diverse needs of enterprises and the masses.

2. Review and survey of perseverance and integrity

In order to further promote the reform of the "decentralization service" system, promote the increase in approval services to increase the efficiency, the government service center explores the review and survey mechanism, formulate a review and survey system, and promote the standardization of review and investigation. On the basis of learning foreign experience and combined with actual work, the "Rules of the Evaluation of the Experts Center of Luliang City Government Service Center" (trial), "Luliang Municipal Government Service Center Examination Work Rules" (trial) The standardized and efficient development of review work provides a necessary basis.

The center actively explores the new model of review and investigation, focuses on "clean review survey", organizes all staff to carefully study the advanced practices and related laws and regulations of provincial and municipal expert review work, and conduct repeated research and discussions to ensure that the review and investigation process is open, fair, fair, and fair Integrity and standardization. With the "five major transformations" bravery review work. From one week in advance to one day in advance, the extraction experts have greatly reduced the risk of the expert information leakage caused by the aspect of the review process, walking, and receiving subsidies to ensure the disclosure, justice, integrity, and standardization of the review link. The change, both standardized the evaluation system, also achieved integrity and efficient synchronization; on -site survey parts from field inspections to submitting video data transitions can effectively avoid the contact of owners, compilation units and experts, reduce the risk of integrity, and further "reduce links, reduce links, reduce links, reduce links, reduce links, reduce links, reduce links, reduce links, and further" reduce links, reduce links, reduce links, reduce links, reduce links, reduce links, reduce links, reduce links, reduce links, reduce links, reduce links, reduce links, reduce links, reduce links, reduce links, reduce links, reduce links, reduce links, reduce links, reduce links, reduce links, reduce links, and can further "reduce links. "Pressing time and cost reduction" optimized the review work process; the form of the meeting changed from conventional to closed -loop. The review and survey section hosted the meeting, and the leader of the review experts presided over the technical review session. After the participants were fully discussed, expert opinions were issued on the spot. The meeting was implemented in closed -loop management throughout the meeting. All participants were allowed to walk around at will. The mobile phone was stored uniformly at the designated place to avoid the form of the meeting to ensure that the opinions of experts were fair and fair. For those who need to be modified and complete, the establishment of the unit is required to complete the amendment within 20 working days. The leader of the expert group will complete the review within one working day, which greatly improves the efficiency and quality of work.

As of now, there are 188 matters, including 159 on -site inspections, and 29 video inspections. 130 matters were reviewed, of which 51 expert review meetings were organized by themselves, and 79 were entrusted by third -party reviews. The efficient and fast work style is well received by the masses.

The center will further reduce the links and press time, and the company's pharmacies and pharmaceutical retail corporate licenses of multiple stores and business pharmaceutical stores with the same legal person in the same legal person, the third category of medical stores, which are relatively simple and the main points of inspection are relatively clear, are licensed. The device operations are intended to use video survey to further reduce the number of inspections, save the cost of survey, and improve work efficiency.

3. Hall management is effective

The center takes the service window and the people as the purpose, the window management is the leader, and the "good bad review" system is the starting point to handle the complaint report information. Government services have temperature.依据《政务服务现场管理办法》和《窗口工作人员服务规范》，每天检查窗口工作人员上下班考勤情况、在岗情况、着工装情况、工作台面整齐整洁情况、“好差评”情况、服务态度、 The efficiency of work, illegal behavior, etc., the attendance and violations of the staff of each window shall summarize the competent unit and the disciplinary inspection and supervision team every month. In response to the problems found in the inspection, and the masses' complaint incidents urged them to rectify and improve in a timely manner, follow the inspection, and check the lack of missing. The work appearance and work style of the station window have been greatly improved, and they have been well received by the people.

The satisfaction and evaluation coverage of enterprises' satisfaction and evaluation of the service of all aspects of the work are important indicators to measure the "good review" of government service capabilities. To this end, the center has continuously optimized the "good evaluation" system, equipment, and measures of government services, equipped with free guidance, and urging the window unit of the station to implement the "good bad review" system. Up to now, by posting "good bad reviews" and evaluating QR codes on the table on the window, it has increased the code -scanning line number and evaluation methods, and a multi -channel "good review" call number evaluation system has been established. The number of numbers, calls, "one thing one comment, one comment at a time", the call rate is more than 90%, the evaluation rate is more than 80%, and the praise rate is 100%.

Fourth, government hotline solve human language

Luliang City 12345 Government Services and Civil Service Hotline, as the "General Customer Service" of the city's government service, closely focuses on accelerating the goal of the beautiful and happy Luliang, and setting up the work responsibilities of "dividing the worries for the party committee and the government, solving difficulties for the people", and establishing a sound and effective working mechanism On the basis of the province's unified operation mechanism, the mechanism such as "job training, grading processing, first contact, comprehensive coordination, and feedback" and other mechanisms have been added, and special appeals, emergency incidents, long -term periods of handling, long -term events are formed on the basis of guarantee operation. The effective operation mode and run in an orderly manner throughout the city.

On the basis of making full use of the traditional propaganda methods, the hotline actively links local radio and television stations to add public account publicity columns, link new media to publicize, publicize the work order with efficient efficiency and good efficiency, and improve service awareness and social supervision.

The hotline continues to expand the service coverage, and the integration of 104 hotline has been completed. The first province has completed the connection integration of the 12328 transportation heat line system. The integration of the hotline realizes the "No. 1 response".

The hotline set up market subject service specialty, online service specialty, corporate service specialty, optimizing the business environment, etc., all kinds of specialized seats give full play to the expertise to provide the masses and enterprises with related topics such as questioning and approval matters, and the help of government service help office. Provide services; establish a two -way linkage mechanism for the pilot community difficulties and work communication points, and unblock the channel solution channels of grass -roots issues; establish a pilot of party building leading 12345 convenience services (Fenyang), integrate two party building hotlines and grass -roots grids and grass -roots grids Divide resources, realize the "hotline, the party builds a whistle, and report to the department."

The hotline through system upgrades, knowledge base system optimization, and refinement of big data analysis models continuously strengthen the training of seat team teams, achieving an effective upgrade of the support capacity of the hotline service. At present, the highest daily call volume has reached more than 12,000, and the response speed has been further upgraded. Relying on system early warning, system supervision, sending letter supervision, special supervision office, reminder reminder, 13710 supervision, etc., such as the supervision system with a clear application indicator, at the same time, the unit is strictly grasped to handle the quality of the unit, seriously compact response card responsibilities, strictly passed the delay regulations, and passed the delay regulations. The application for extension to ensure that the masses have answers.

Since the official operation of the 12345 government service hotline in Luliang City, the connection rate is 91.82%, and the mass satisfaction rate is 90.83%. The passive services will be converted into "active services" to ensure the voices of the masses "hear and do it real" and effectively build the party committee and government "Lianxin Bridge" with the masses. "I have something to find the government and call 12345" has become a beautiful business card for Luliang's business environment.

"Gold Cup and Silver Cup, the reputation of the masses is the best trophy." Guide to the satisfaction of the masses, creating the optimal government environment is the original mission of all the staff of the government service center. We will continue to move forward, overcome difficulties, innovate reforms, reconnect process, bold exploration, optimize the business environment, create " The main line is the main line, promoting institutional innovation with new ideas and new ideas, helping the city's high -quality development of our city.

(Supply: Luliang Municipal Government Service Center Education Division)

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