Notice of the Shanghai Putuo District Government Affairs Service Office on Printing and Distributing the "Putuo District Government Services "Impossible" Reflection Window Operation Plan"
General Government Affairs Service Office [2023] No. 2
All committees, offices, and bureaus of the district government, all sub-district offices, town governments, and all relevant units:
The "Putuo District Government Service "Can't Do Things" Reflection Window Operation Plan" is now printed and distributed to you, please implement it conscientiously.
Shanghai Putuo District Government Affairs Service Office
May 23, 2023
Putuo District's government service "doesn't work" reflects the window operation plan
In order to break down the invisible barriers that prevent the masses from getting things done, solve the difficult and complicated issues encountered by the masses in the process of handling affairs, build convenient and efficient appeal reflection and assistance channels, and provide comprehensive services, according to the "2023 Shanghai Comprehensively Deepens "One Net According to the requirements of the document "Key Points of Reform Work" (Hufuban [2023] No. 3), this plan is specially formulated in light of the actual situation of standardization construction of government services in our district.
1. Overall goal
Adhere to the problem orientation, pay attention to the demands of the masses, use the "Woodpecker" problem discovery and handling platform of the "Woodpecker" government service window of the "One Net Service Center" and the management module of the failed window management module of the Shanghai Municipal Service Center Management System to promptly gather the masses in various government service halls in the region " The problem of "doing nothing" can be corrected in a wider range and at a faster speed, such as "dragging, waiting, releasing, and pushing" in government services, and effectively improve the level of government services.
2. Main tasks
Relying on the "One Netcom Office" platform and the "Suibid Citizen Cloud" Putuo flagship store to set up a "can't do things" feedback window, and at the same time undertake the city's "One Netcom Office" portal "Can't do things" halfway through the feedback channel received in the processing process Block problem. Offline, set up "can't do things" reflection windows in prominent positions in various government service centers to provide consulting services, solve "urgent, difficult and anxious" problems, accept various disputes and complaints, and accept reasonable suggestions, etc. Establish a sound work process, set a strict time limit for processing, strengthen the supervision of the whole process, and form a closed-loop disposal process of "acceptance, judgment, processing, feedback, and archiving", so that difficult problems can be responded to as soon as they are appealed, and the window for reporting "cannot be done" runs smoothly .
3. Time node
All kinds of district-level government affairs service centers will complete the deployment of "doing nothing" by the end of September (responsible units: District Government Affairs Service Center, District Veterans Service Center, District Marriage Registration Center, District Employment Promotion Center, District Medical Insurance Center, District Natural resource rights confirmation and registration affairs center, district real estate transaction center, district legal aid center, district comprehensive service center for the disabled, community affairs acceptance center of each street and town, market supervision office of each street and town).
4. Service scope
(1) Applicable circumstances
The "failure to do things" referred to in this plan refers to the relevant situations where the people handling affairs fail to achieve successful acceptance and approval in various government service centers, or the people come to the lobby many times and fail to solve problems.
(2) Scope of application
All matters within the scope of online or offline business acceptance of the government service center, and matters that cannot be handled due to legal restrictions or clear document regulations, etc., are not included in the scope of acceptance.
(3) Classification of "Impossible to do"
Consulting class. It mainly refers to the basis, application conditions, time limit, procedures, required materials, etc.
Office class. It mainly refers to the difficult matters and complicated problems that cannot be successfully accepted and approved by the business masses in the process of handling affairs, or cannot be solved after many trips.
Complaints. It mainly refers to problems such as formalism, bureaucracy, lack of responsibility, and inaction that reflect the existence of office workers.
suggested class. It mainly refers to the opinions and suggestions that the enterprise public thinks that it needs to be improved.
(4) Feedback time limit
1. Simple questions. For simple questions, feedback should be completed immediately.
2. General questions. For general questions, feedback should be completed within 3 working days.
3. Complex issues. For matters that are more complicated and difficult to solve, the feedback should be completed within 7 working days.
4. Special issues. If it is necessary to postpone the processing under special circumstances, the time limit for processing should be specified and the parties concerned and the "cannot be done" reporting window should be informed. The maximum delay in processing should not exceed 10 working days.
5. The problem of inadmissibility. For matters that cannot be handled, the sponsor will be given a reply within 3 working days, explaining the reasons why it cannot be handled and explaining well.
Five, work measures
(1) Set up a dedicated service window. The online "can't do things" reflection window is operated by the district government service office on the Putuo District "One Netcom" platform and the "Suibid Citizen Cloud" Putuo flagship store. All kinds of offline government service centers have set up a "can't do something" reflection window in a prominent position in the service hall. The name of the window is unified as "'do not do things' reflection window", equipped with eye-catching signs, and arrange skilled staff to be responsible for receiving the appeals of the masses , Coordinate and resolve issues related to government services.
(2) Forming a working team. All kinds of government affairs service centers should select window staff with strong professional ability and high quality, and the line business departments corresponding to the "comprehensive window" should cooperate to jointly set up a special work class to solve the "can't do things" work of the masses, and be responsible for coordinating and solving related business handling problems .
(3) Improve supporting systems. All kinds of government affairs service centers should establish a closed-loop management mechanism for the whole process of problem discovery, coordination and communication, comprehensive research and judgment, reply to feedback, and return visit and verification, so as to ensure that the closed-loop problem reflected by "doing nothing" can be effectively resolved.
(4) Strengthen information sharing. Relying on the "Woodpecker" problem discovery and processing platform of the "One Netcom" government service window and the "Can't do things" window management module of the management system of the Shanghai Municipal Service Center, build a case library for "doing things that can't be done" in the whole region. The service center shares the solutions to related "doesn't work" problems to improve the efficiency of problem coordination and resolution.
6. Service process
(1) Acceptance of appeals. When the people handling affairs reflect their appeals through the "Impossible to do" reporting window, the window staff should fill in the "Registration of "Impossible to do" matters", record the "unable to do" of the masses and upload it to the "One Netcom" government service window "Woodpecker" problem discovery and processing platform and Shanghai Municipal Service Center management system "can't do things" window management module.
(2) Analyze the reasons. The staff of the "can't do things" window should analyze and find out the specific reasons for "can't do things" submitted by the masses, and communicate with relevant business departments to /confirm/i, and fill in the ""can't do things" matters" one". In principle, the cause analysis needs to be completed on the same day for the questions raised by the people who handle affairs on the same day.
(3) Collaborative services. The staff at the "Impossible Things" window distributed the "Impossible Things" Matters Handling Form to the subordinate departments, put forward the requirements for problem solving, and specified the deadline for feedback.
(4) Feedback within a time limit. All departments should specify the operators of the management system of the Shanghai Municipal Service Center, and designate a special person to be responsible for receiving the "Issues that Cannot Be Done" and strictly follow the requirements of the service mechanism of "Don't say you can't do it, just say how to do it" and carefully analyze it Reasons, feedback and solutions.
(5) Arranging and archiving. The "can't do things" reporting window will keep a timely record of "can't do things" matters, and implement unified registration and summary of "can't do things" reported by all business people for closed-loop management.
(6) Periodic inspection. After the subordinate departments give feedback and solutions, various government service centers will check the feedback, conduct return visits to the people who handle affairs, and listen to the opinions and suggestions of the people. The coordinated handling of various departments is included in the monthly "One Netcom Office" operation report.
7. Work requirements
(1) Clarify work responsibilities. Each department should clarify the leaders in charge and the person in charge of the specific department responsible for the handling of matters reflected in "doing nothing";
(2) Establish a long-term mechanism. All kinds of government affairs service centers should report to the government affairs service office on a monthly basis. Focus on sorting out the reasons for "doing nothing" and formulating corresponding solutions to form a knowledge base of "doing nothing" to improve the efficiency of solving similar problems. "Infer other cases from one instance" for similar problems, improve relevant systems and processes in a timely manner, and avoid recurrence.
(3) Strengthen the reporting of results. The work of "doing things that cannot be done" is included in the work assessment and performance evaluation of the "One Netcom Office" in our district. The district government affairs service office combines the data of "good bad reviews" and "12345" of government services to report those that have caused serious impacts or repeatedly "failed to do things", and publicize and promote typical practices and bright cases that have emerged.
(4) Strict accountability and accountability. Interview the person in charge of the window of the department with low public satisfaction and concentrated problems reported by the public, order rectification, and start the accountability process for those whose rectification is not in place. For specific clues of suspected violations of discipline and law, transfer them to relevant departments for handling according to law and discipline.
Shanghai Putuo District Government Affairs Service Office
May 17, 2023