Improve government service functions and create a “government supermarket”

The Government Service Center was established by the government to gather together departments that are closely related to the public and have administrative approval powers and public service functions to serve as an institution and new office space for the public. Since our county government service center operated under the new mechanism on April 1, 2006, under the leadership of the county party committee and the county government, it has conscientiously implemented the "Administrative Licensing Law" and the "Sichuan Provincial Government Services Supervision and Management Measures", advocating "people-oriented, With the concept of "service first", we adhere to the principles of "convenience, efficiency, honesty and standardization", and strictly implement the operation mode of "one-stop office, one-stop service, parallel approval, operation under the sun, and standardized management" to create a service for the public A “Government Supermarket” of services.

1. Change concepts and establish public servant awareness

Establish the concept that enterprises and service workers are customers and God, and window workers are waiters and public servants, completely changing the concept of "the door is difficult to enter" , ugly face, difficult to handle" status quo, realizing the transformation from "management-oriented agency" to "service-oriented agency".

2. Innovate the system to improve administrative efficiency

(1) Improve the government affairs disclosure system

Implement project names, legal basis, handling procedures, and declarations for administrative approval matters The "Six Disclosures" of materials, commitment time limit, and charging standards are printed out into the "Service Guide" and published on the center's website (www.pxzw.gov.cn) for review by service recipients. At present, the center’s website has received more than 320,000 visits, with an average of 27,000 visits per month. For the processing of administrative approval matters, each window uses special administrative approval software to input and accept the items, and activates online consultation, review services and mobile phone text message automatic notification system to promptly notify service recipients that the approval matters have been completed. Due to the increased transparency of government affairs and the implementation of "sunshine operations", the center has not reported any "excessive payment" problems since its operation. At the same time, administrative fees have been standardized, curbing the occurrence of corruption from the source.

(2) Improve the supervision and complaint mechanism

Set up a consultation and complaint window in the central service hall, with the center management staff on duty in turns to accept consultation and complaints from the public. It is required to: Inquiries and complaints must be answered verbally; all written inquiries and complaints must be responded in writing. At the same time, an electronic evaluation device is installed on the touch screen in the lobby and evaluation opinions are printed on the handling acceptance form. The service staff can make on-site evaluations of the service attitude and professional capabilities of the service personnel.

(3) Improve the standardized management system

In order to restrain the work behavior of window staff, the center issued the "Implementation Rules for the Annual Target Assessment of Pengxi County Government Services", " More than ten rules and regulations, including the "Code of Professional Ethics" and "Service Standards for Window Staff", make specific provisions on the staff's service language, service attitude, service appearance, etc., conduct monthly assessments, and use this as a basis to evaluate the staff. Conduct annual assessments with window units. In addition, in order to facilitate the service of the public and enhance the image of the team, the center implements a "9-to-5" work and rest time and uniform formal attire during working hours.

3. Provide high-quality services and be considerate to the masses

Walking into the lobby, a table, a stool, a pen, a piece of paper, a glass of water, a computer touch screen and other humanized All service facilities are available. In the service hall, there is an endless stream of people who come to the window to do business every day. At the same time, the environment of the center is open, and every word and deed of the staff is under the eyes of the people. Because of this, the service and efficiency of the staff are always the highest. One of the focuses of people's attention. Since the lobby is facing the general public, it is inevitable that the service recipients will not understand the emotions at work, or even engage in verbal abuse and personal attacks. We require the staff to always serve with a smile. To this end, the center has specially set up won the "Grief" award.

4. Enrich the content and expand the service extension

The center, together with the Legislative Affairs Office, has reviewed and reviewed 529 administrative approval matters from 40 functional departments, and invited intermediaries related to administrative licensing. Organizations and service-oriented institutions enter the center to work. At present, the Post Office's express delivery has entered the center, and when conditions permit, the government procurement center, project bidding, news media complaints, etc. will be moved to the center for office work. Let the working people enter through one door and get everything done.

In the blink of an eye, the Pengxi County Government Service Center has gone through a year's journey. The center has continuously innovated the examination and approval service methods, improved the government service functions, and implemented sunshine operations. Over the past year, *** has accepted more than 30,000 administrative approval items, that is, 61.2 were handled, 100 of the promised items were completed on schedule, and 98 were completed in advance. This has greatly improved the efficiency of administrative approval and won unanimous praise from the public. "Your satisfaction is the goal of our work" is the center's eternal pursuit.