Leshan Xinxinxin Service Center: Averaging 1,500 people's demand satisfaction rates daily reached 98.8%

Heart Heart Service Hotline

Cover news reporter Ye Haiyan interviewee confessed

On the morning of June 20, a rushing telephone ringing sounded. "Hello, Leshan Xinlian Xinxin Service Center, what can you help you?" "We are Ping'an Village, Wuyi Town, Daoxian County. It has been stopped from last night to now, which seriously affects our normal life. I hope to help solve it. ","

The Leshan Xinxinxin Service Center quickly collected information, and the phone notice was notified and handed over to the county government's verification and processing. The county water bureau responded rapidly and arranged the technical personnel to emergency repair and ruptured water supply pipeline. At 14 o'clock that day, life water has returned to normal.

On June 30, in an interview with the cover journalist, Zhang Fengyun, deputy director of Leshan Xinlian Xinxin Service Center, said that, driven by the model of party building and the model of party members, since this year, Leshan Xinxin Service Hotline has accepted the various demands of the masses 21 21 There are more than 10,000 pieces, with a daily acceptance of nearly 1,500 pieces, 100%of the handling rate, and 98.8%of the satisfaction rate of full coverage.

One number

Integrate 82 cities and counties, two -level service hotline

Heart service is a microcosm of the party building work of Leshan City. As a working department dedicated to serving the masses, when the center was established, the party branch was established simultaneously. Acceptance, internally transferred the work mode, except for 110, 119, 120, 122, etc., which involved emergency help hotline numbers, etc., all 82 services, consulting, complaints, and reporting hotlines in the city and counties are all integrated into 1 The hotline -Leshan Xinlian Heart Service Hotline 12345, Simultaneous opening of 6 channels such as WeChat and SMS, to maximize the convenience of the people to reflect various demands. "This kind of serving the mass model is early, strong, high in specifications, and good results. It is at the forefront of the country." Zhang Fengyun said.

In accordance with the requirements of "informatization, intensiveness, and efficiency", Leshan Xinlian Xinxin Service Center integrates emergency command, urban management, transportation operation, tourism service and other systems, and builds information interconnection integrating mass services, urban management, and emergency commands. Construct a comprehensive command and dispatch system for innovation, innovation, holiday, and emergency scheduling mode. Under the heart -connected service platform, more than 3,000 units in cities, counties and villages have formed a "one order to the end, level four linkage" service network, and solve the difficulties and problems of the masses on the "door of the house".

Fast acceptance

Residents respond within 20 minutes

Leshan Xinlian Xinxin Service Center

Zhang Fengyun said that Leshan Xinlian Xinxin Service Center implemented a limited time -sharing mechanism. For consultation matters, the first time answers, emergency matters respond within 20 minutes, recovery within 24 hours, general matters within 30 minutes, 3 working days, 3 working days Internal rejuvenation. Form the sixth ring closed response mechanism of centralized acceptance, unified handling, step -by -step processing, limited time, return to investigation, and review and archive, so that the masses have more efficient demands.

In order to make the masses' demands quickly and efficiently, it is targeted at frequent issues that are closely related to people's livelihood in the central urban area, traffic congestion and occupation of the people, and noise. The most grass -roots units of relevant departments will be applied immediately. Relevant staff can generally reach the scene within 10 minutes. Since the beginning of this year, the center has handled more than 2,800 people's demands in a rapid linkage.

Create 3.0 version

New information officer system

In order to enhance the quality of the city's service to the masses, at present, the Leshan City Xinlian Xinxin Service Center is focusing on creating a version 3.0 version of the heart and heart, and the new information staff system has been established. As a supplementary channel for collecting information for the hotline of the heart, the emergency information information can be reported to the information officer as soon as possible. After verification, it can be reported in time to timely handle, minimizing the incident and loss.

"For example, from the evening of April 27th to the early morning of 28 this year, thunderstorms appeared in some areas of the city. Coordinate with the State Grid Leshan Power Supply Company immediately as required, and the power supply is restored on the 28th. "

"12345" working method

Let a hotline become the "Lianxin Bridge"

On June 28, 2021, the National "Two Excellers and One Pioneer" commendation conference was held. The Party Branch of Leshan Xinlian Heart Service Center was commended by the Central Committee of the Communist Party of China as "National Advanced Grassroots Party Organization."

How to make a hotline became the "Lianxin Bridge" of the party's heart and the hearts of the people. Zhang Fengyun said that this is due to the "12345" branch working method proposed by the innovation of the Xinlian Xinxin Service Center: adhere to a "goal", practice the people -centered development idea, and make unremitting efforts to realize the people's longing for a better life; Pay attention to two "enhancement", enhance political functions and enhance organizational capabilities; focusing on three "tightly", closely linked to the masses, closely linked the city's focus, and the construction of the government is closely linked; , Integration of party members, the cultivation of cadres, the first -lineization of cadres, and service quality performance; adhere to the five "hearts of party members", do not forget their original intentions, keep their minds, pursue ingenuity, full of love, and firm heart.

Zhang Fengyun said that in the next step, the center will formulate the "Interim Measures for the Management of the Heart Heart Service Hotline in Leshan City" to further improve the operating mechanism of the heart -heart service hotline to standardize the operation process; increase intelligent voice navigation, intelligent quality inspection, intelligent return visitsEliminate functions to improve the level of informationization and intelligence of heart -connected minds; strengthen supervision, assessment, and evaluation efforts to ensure that the masses' demands are "implemented and everything is echoed."

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