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Highway Toll Station 2015 Work Summary and 2016 Work Outlook

Highway Toll Station In 2015, under the correct guidance of leaders at all levels, the toll station conscientiously implemented the company's and The spirit of the management center's annual work conference is based on the company's comprehensive "Operation and Management Brand Building Year" activity as a platform, with toll collection as the center, safety and smoothness as the goal, and all staff "learning service, learning business, and promoting management" as the goal As the main line, we have conscientiously implemented the Scientific Outlook on Development, and have made great progress in all work. We have gradually achieved refined fee management, normalized safety management, and standardized civilized services. The comprehensive quality, business capabilities, and service levels of employees have been comprehensively improved. In order to consolidate the results and continue to forge ahead, the following work report and work outlook for next year are hereby made. 1. Main data statistics (as of August 31)

1. Total traffic (excluding ETC dedicated lanes) vehicles, including export vehicles, passenger-to-cargo ratio is approximately (passenger vehicles, trucks), entrance vehicles vehicles, the passenger-to-cargo ratio is approximately (passenger vehicles, trucks); the total traffic volume of the ETC dedicated lane is 91,441 vehicles at the exit and 91,441 at the entrance.

2. Total tolls (excluding ETC dedicated lanes) yuan (including electronic payment yuan); ETC dedicated lanes yuan.

3. The toll station always retrieves the pass cards; use printed tickets to count them. 4. Number of justified complaints; charging error rate, misjudgment rate; cumulative investigation and punishment of vehicles that do not meet the green channel preferential policies; persuading the return of dangerous goods vehicles; persuading the return of three overtaking vehicles

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II. Summary of main work

(1) Focus on collection work, strengthen fee management, and promote the smooth development of collection work

1. Strict fee policy, Standardize collection behavior. The toll station insists on toll collection as the main line of work and strictly enforces toll collection discipline. On the one hand, it allows relevant managers to go to each team to explain the newly formulated system and policy documents and organize collective learning. On the other hand, team leaders are required to regularly organize team members to review and study the "Employee Handbook", relevant system responsibilities and documents, so that employees can timely grasp the new requirements and changes in charging operations and special situation handling. Use the methods of holding symposiums and individual conversations to promptly remind and educate those with bad signs to enhance their awareness of discipline. Generally speaking, the principle of "no omissions when applying for tax, and no tax when exempting" has been implemented to effectively standardize the charging operation process and put an end to blindness and randomness in work.

2. Emphasize inspection and assessment and strictly enforce discipline. Internal audit and assessment is an effective means to standardize internal management and strictly enforce discipline. In our work, we focus on increasing on-site inspections and video inspections, and pay close attention to the implementation of the audit and assessment system. We adopted round-the-clock on-site and video inspections to form a planned and implemented standardized inspection management. We have strengthened the inspection of tickets, bills, and special vehicles, pointed out problems discovered during the inspection in a timely manner, conducted assessments in strict accordance with standards, and kept detailed audit records. In the past year, we have conducted more than 10 inspections, investigated and dealt with more than 100 violations of regulations and disciplines, and examined more than 30 people. We have effectively eliminated all kinds of business ethics and discipline problems, which has prompted our collection work to move towards a system. ization, standardization, and programming.

3. Strengthen on-site management and prevent leaks. The first is to emphasize the duty outside the booth, strengthen the on-site inspection of the on-duty personnel, keep an eye on the situation of the toll plaza at all times, take preventive measures, and eliminate all factors that are unfavorable to the collection work; the second is to strictly inspect the "green channel" preferential vehicles and insist on suspicious vehicle standards. In the verification of passenger cars, we investigate and deal with vehicles that do not meet the green channel preferential policies throughout the year, and there are many upgraded passenger cars, which effectively avoids a lot of economic losses; third, we increase the crackdown on toll evasion such as card breaking and card replacement, especially After the toll station fully cooperated with troubleshooting, traffic police, and road administration to successfully destroy an organized and premeditated traffic jam at the end of last year, it strengthened training on the use of lane blockers and improved relevant emergency response measures, effectively putting an end to traffic jams.

Later, arrangements were made to crack down on the card-changing behavior. The on-duty and on-site personnel were more vigilant and calm, and worked together with the traffic police and troubleshooting to effectively curb the wave of truck card-changing, and effectively cracked down on related toll evasion behaviors. , leakage prevention and plugging work has achieved good results.

(2) Based on service standardization, implement the creation of civilized services and enhance the level of civilized services

1. Use inspection and assessment as the starting point to ensure the standardization of civilized services. While strengthening business construction, the station always pays close attention to civilized services and combines civilized service activities with improving business skills. It insists on on-site inspections and video inspections, strengthens the on-site supervision and guidance role of team leaders, and effectively regulates relevant civilized services. Behavior, since October through mobilization of the station and team mobilization, we have begun to strictly implement the "Warmth in Xizhang" standardized civilized service rules, and established and improved relevant inspection and assessment systems in accordance with the standard toll stations in the rules , and improved the relevant ledger records. At the same time, the station department increased the intensity of inspection and assessment, and the inspectors reached 100%. They promptly corrected irregular behaviors, strictly assessed, and effectively standardized on-the-job behavior, civilized language and welcome gestures, etc., so as to achieve Wear uniforms, hold certificates when working, accept supervision, and emphasize listing services, singing, singing, and paying, smiling services, and civilized services, ensuring the smooth implementation of the new standards, and the overall service level of the toll station has also been effectively improved.

2. Focus on suppressing complaints and strengthen the cultivation of service awareness. First of all, we pay attention to the cultivation of service awareness and personal quality, taking the step of transforming the charging work from "functional" to "service-oriented". Repeated emphasis and summary before and after work make the service awareness gradually become the core of the whole station. The first mainstream consciousness. At work, we require team leaders to strengthen on-site supervision and guidance to promptly discover and properly handle special situations on site, require toll collectors to adhere to civilized service with a smile, and managers to strengthen inspections and assessments, properly handle various collection conflicts, and other measures to effectively control the occurrence of complaints. . At the same time, special emphasis was placed on proactive service awareness and improving the level of convenient services. In the past year, we have provided services such as boiled water, convenient tools, and convenient medicines to drivers and passengers without a single responsible complaint. Among them, some people were praised by calls and letters from "96777" Second-rate.

3. Use activities to promote creation and improve civilized service levels. First, actively carry out party and league activities. Taking the Eighth Party Branch's "Strive to be the first to create excellence and add luster to the party flag" as a platform, the station has formulated a detailed political learning system, through which party members reveal their identities and commitments, and write reading experiences and experiences, so as to Party building leads team building and effectively mobilizes all employees to actively participate.

In the "May 4th Essay Collection" activity organized by the Xizhang Youth League Branch with the theme of "Love the Party, Patriotism, Love the Work and Dedication", this site *** collected excellent submissions, which were selected for delivery. The Youth League branch participated in the competition and one of the articles won the first prize. The second is to take the "Civilized Service Month Activities" as an opportunity to combine civilized service activities with improving business skills, through publicity and mobilization, self-examination and self-correction, observation and learning, experience exchange, inspection and assessment, summary evaluation, and filling in gaps. Starting from other aspects, we have effectively standardized relevant work disciplines and civilized service standards, and truly achieved high-quality service, good order, and a beautiful environment.

(3) Focus on clarifying the responsible entities, strengthen safety management, and eliminate various safety accidents

1. Implement safety education and deepen safety awareness. Safety is no small matter, and the cultivation of safety awareness is particularly important. For this reason, the station department has increased the frequency of safety education and learning. The station department conducts safety education meetings twice a month. Each team must talk about safety before and after work, and post safety posters at the same time. Organize safety videos to be watched to fully inculcate the safety awareness I need to be safe. In June, the toll station combined the "Safety Production Month" activities and greatly enriched the safety knowledge and skills of employees through fire drills and safety knowledge quizzes organized by the management center. The advanced safety individuals and safety leaders rated during the activities The advanced team has made safety awareness deeply rooted in the hearts of the people.

2. Detail safety work to ensure collection safety. First, the night shift site and station area patrols and the night locking system for office buildings and dormitories are strictly implemented to ensure the safety of all personnel and public property.

The second is to emphasize daily safety at crossings. The kiosk door must be locked during work and cannot leave the kiosk without authorization. Squad leaders and mobile personnel must wear reflective vests when working. During the night shift, squad leaders are required to insist on duty outside the kiosk and increase the intensity of patrols. , providing safety guarantee for on-site charging work. Third, every shift insists on comprehensive inspection of all toll collection facilities and equipment. Especially in thunderstorm weather, lanes are reasonably arranged to close backup equipment in a timely manner, ensuring that various facilities and equipment are in good technical condition and providing effective guarantee for collection work.

3. Carry out safety inspections to eliminate potential accidents. In order to effectively carry out safety work and prevent problems before they occur, we actively investigate and eliminate various safety hazards, strengthen the investigation of key locations such as office buildings, dormitories, and power distribution rooms, and focus on solving the problem of idle personnel crossing the square work area, and clearly list the following: During the key safety protection time periods and key parts of the work area at the departure station, dedicated personnel are responsible for adhering to the daily inspection system, strengthening fire safety work inspections, promptly checking and replacing expired fire extinguishers and damaged fire hydrants, and at the same time playing a proactive role in monitoring and supervision Analyze and find safety hazards and loopholes to be prepared and prevent any safety accidents from occurring.

(4) Based on team building, strengthen personnel management and create a high-quality charging team

1. Pay attention to ideological education and promote team unity and harmony. Over the past year, we have generally advocated the positive effects of employees being informed, clear-minded, clearing up doubts, and being at ease. Based on regular ideological education, exchanges and learning in the team, we talk to each other, strengthen communication, strengthen unity, enhance political awareness, and unite people. A collaborative team spirit was formed. At the same time, we use our spare time to organize team members to learn various business knowledge, carry out service experience exchanges and other activities, and guide team members to establish a positive, healthy and upward outlook on life, world view, and values. In order to fully mobilize employees' work enthusiasm, the team launched the "Three Stresses and Three Comparisons" activity

In terms of integrity, it depends on who has high overall quality and good window image; compared with service, it depends on whose words and deeds are standard. , The service effect is good; when it comes to dedication, it depends on who has a solid work and high enthusiasm for work; when it comes to skills, it depends on who has high work efficiency and excellent business skills; when it comes to responsibility, it depends on who has a strong sense of responsibility and is more reliable in doing things; when it comes to dedication, it depends on who Who has high consciousness and strong sense of dedication. The good customs of "compare", "learn", "catch up" and "super" have been formed within the team. The team members further promote the unity and progress of the team during the evaluation and catching up.

2. Focus on skills training to improve work quality. Considering that all toll stations have new employees and the traffic volume has increased significantly, the station department has always attached great importance to the cultivation of business skills. The first is to adhere to the learning model of integrating theory with practice, which requires repeated study and discussion before and after class, and careful study records. After each class summarizes operations, special situations and other problems, they will be discussed and solved collectively at the monthly office meeting. The professional skills of the team members Steady improvement has been achieved, and various work errors have been effectively controlled. The second is to combine the annual rotation training organized by the management center and the charging speed test as an opportunity to use activities to promote learning, to repeatedly sort out theoretical knowledge as a team, and to carry out targeted and unified training on counting money and cards, and professionally A set of standardized operating methods for "stable, accurate and fast" charging operations was developed. In the examination organized at the end of the rotation training, everyone was able to meet the standards, achieving a good effect of using examinations to assist students.

3. Focus on business management and reduce work errors. First, by strengthening the audit management of money, tickets, and cards, we ensured smooth and error-free circulation of money, tickets, and cards. The second is to ensure that the account book is "cleared daily and closed monthly, the accounts are tidy, and the accounts are consistent." The team meeting minutes before and after work, safety ledgers, and on-site handover records are routinely inspected every month, and the situation is summarized and found

If existing problems arise, the team is required to promptly resolve and improve them. By tracking and implementing various regulations and requirements of the station, we ensure that every work is implemented. Third, in order to effectively reduce various types of tolling errors and effectively improve the professional level of all toll collectors, the number of vehicles, the number of collections, and the error situation of all toll collectors are summarized and disclosed every month, and those who make many errors are required to analyze the causes of the errors and write out rectification measures. Measures were taken to find the cause from the source and standardize relevant operating standards, effectively reducing various work errors.

4. Focus on internal management and promote the construction of "five-type" teams.

We aim to build a "five-type" team and use refined and standardized management as the starting point to continuously improve the team management mechanism, consolidate the foundation of team management, and enhance the team's learning ability, execution ability, and practical ability. First, strengthen safety production education to improve the ability of team members to consciously resist "three violations"; strengthen skills training on what teams should know and do to improve business capabilities; strictly standardize the management of civilized services for teams and improve the overall service level; 2. A very important point in team management and construction is the comprehensive quality and leadership ability of the team leader. In order to solve various problems that arise in team management, our station has launched "Scientific management, leadership in work, democracy in style, and fairness in distribution." "Criticism is about methods, activities are about practical results, handling of things is about humanity, and work is about style." At the same time, the squad leader is the first person responsible for the toll collection site, and his professional ability is particularly important. By regularly organizing team leaders to communicate with each other and learn from each other, the work will be carried out. Exchange opinions and discuss solutions to various special situation handling and management problems, continuously improve the team leader's business skills and management communication skills, and strive to create a team of team leaders who can fight tough battles and take the lead, in order to achieve scientific, standardized, and Efficient management has laid a solid foundation.

(5) Use system construction as a breakthrough, do a good job in daily management, and ensure that all work is carried out in an orderly manner

1. Establish and improve relevant systems and deepen system management. According to the actual situation of the toll station, various rules and regulations such as the "dormitory management regulations", "mobile responsibilities of the toll station", "canteen management regulations", "toll station wallet delivery management regulations", "activity room management regulations", etc. were supplemented and improved, and organized All staff at the site have carefully studied the relevant work systems, clarified responsibilities, implemented refined management systems, and further clarified what can be done, what cannot be done, what must be done, and what must be done, and what is absolutely prohibited. At the same time, by increasing inspection and supervision of daily work, various disciplinary violations are nipped in the bud, and strict discipline and fair assessment are used to promote the standardization, scientificity, and institutionalization of the management of the entire station.

2. Strengthen dormitory management to ensure a healthy living environment. Based on the actual work of three shifts, ensuring that employees have adequate and normal rest has always been one of the focuses of our logistics work. By strictly implementing the relevant management regulations of the dormitory, no loud noises are allowed at any time, and no outsiders are allowed to enter at will, ensuring a quiet and comfortable environment. rest environment. At the same time, the station established a life management team led by the administrative administrator to mobilize the subjective initiative of employees, highlight self-life management, and be responsible for daily housekeeping inspections, repair reports for living facilities, water and electricity management, etc., effectively consolidating logistics support work.

3. Strengthen environmental construction and create a beautiful environment. In order to achieve the standards of "excellent service, excellent order, and beautiful environment", the station has always attached great importance to environmental construction. Starting from enriching various logistics administrative management systems, it focuses on strengthening environmental construction, paying close attention to sanitation and cleanliness, and ensuring key parts such as canteens and sites. The cleaning and inspection efforts have been intensified, and the work areas have been strictly divided. The responsibility has been assigned to the team and the cleaning is done without leaving any dead spots, ensuring a good station appearance. At the same time, we cooperate with the layout of relevant activity facilities, ensure basic living facilities in the station, actively organize and participate in the company's donation activities, and strive to enrich employees' spare time life, and overall form a healthy and harmonious environment where they can work happily and live happily.

4. Implement the responsibility system for information reporting. In order to institutionalize and standardize the publicity and information work and truly play the role of distributing information from above, reporting information from below, and publicizing internal information, the station has established a full-time information staff information reporting and publicity responsibility system. The administrative administrator is the station information officer, and each class The squad leader is the information person in charge of the team. He has collected many pieces of various types of information over the past year, effectively playing the role of information work in decision-making at the service station, providing reference, shaping the image of the station, and promoting collection management, safety management, and logistics management. .

3. Work Outlook for Next Year

Over the past year, although all work has been carried out steadily and certain results have been achieved, there are still many difficulties and deficiencies. First, management needs to be further strengthened and management measures need to be further improved and deepened.

Second, the construction time is short, there are not many logistical support measures, the investment is not large, and the improvement is not great. It needs to be further deepened to understand and ensure a good collection and living environment. Third, there is a long way to go in terms of creating high-quality services, creating a safe collection environment, and ensuring smooth traffic at toll stations. On the premise of maintaining the current good status, we will continue to be proactive and down-to-earth in our future work with a pragmatic work attitude and a pragmatic work style, taking the construction of Zhangjiagang East high-quality toll station as our own responsibility. Based on this, we have formulated The main lines of work are as follows:

1. Continue to build civilized and high-quality services. Deepen the connotation of civilized service, improve personnel's awareness of civilized service, continue to urge employees to strictly implement the relevant provisions of the standardized rules for civilized service, conduct daily inspections and assessments of civilized service, and properly handle all types of complaints. First, continue to carry out activities such as Civilized Service Month, regularly summarize and analyze the current situation, establish, promote, and learn from advanced models, and further standardize employee service behaviors; second, continue to improve convenience service measures and deepen convenience service work based on the actual needs of drivers and passengers. ; Third, the handling of special cases is procedural and standardized, so as to satisfactorily respond to all types of inquiries, properly handle all types of complaints, and eliminate all complaints about civilized services.

2. Insist on in-depth study of business skills. Adhere to the charging policy of "no omissions when levied, no levy when exempted", and strive to complete various tasks assigned by superiors. First, through annual rotation training, on-the-job training, competitions and other forms of training, we will strengthen employees' job awareness and service awareness, improve employees' work responsibility, and promote the improvement of overall business capabilities; second, increase the processing of money, tickets, and card accounts. , systematic learning efforts on operational specifications, handling of special situations, etc., to institutionalize theoretical learning, systematize learning content, diversify learning forms, standardize learning procedures, regularly write learning experiences and organize relevant business exchanges and examinations, and effectively increase overall charges Skill.

3. Strengthen team building. The first is to improve the overall comprehensive quality of the workforce by further strengthening employee professional ethics education, laws and regulations education, and basic cultural education; the second is to improve the team leader's ability to handle special situations and manage through training and learning for organizational administrators and team leaders. level; the third is to drive and inspire the work enthusiasm of all employees by cultivating advanced models; the fourth is to enhance employees' team awareness, ownership spirit and Social responsibility.

4. Strengthen the construction of collection environment and improve safety and security. The first is to strengthen personnel safety work. Implement team safety education twice a month, insist on holding station safety meetings and driver safe driving meetings every month, and put personal safety first; secondly, do a comprehensive job in safety collection work. Continuously strengthen safety awareness and organize emergency drills such as robbery prevention and fire prevention at crossings, improve management personnel's ability to handle emergencies, and ensure the safety of collection work; third, do a good job in preventing and plugging leaks. By strengthening the professional ethics education of employees, we will continue to improve and expand inspection methods and means, strengthen daily verification and supervision, maintain relevant facilities and equipment in a timely manner, and do a good job in the management of the inspection system for key periods, crossings and personnel.

5. Strengthen team building. By organizing various production business competitions, we can improve the quality of team members and enhance the sense of collective honor, promote the improvement of team management level, and improve the cohesion of the team through enriching team collective activities. First, by refining and improving the management system and basic ledgers, we will promote the proceduralization, standardization, institutionalization and scientificization of all work; second, by improving the evaluation mechanism, we will strengthen inspections and assessments to ensure that all work and measures are effective. Implementation; third, promote team building to a new level by carrying out competitions and evaluation activities between teams.