Service window self-examination and rectification report

Self-examination and rectification report for service windows Part 1

In order to implement the requirements of the "Notice on Carrying out Special Inspection Actions to Improve Window Services" issued by the Municipal Organization Office, combined with the creation of national civilization in Baoshan District In connection with the special action to standardize government affairs in urban areas (hereinafter referred to as "Chuangquan"), the Gaojing Town Community Affairs Acceptance Service Center conducted a series of self-examinations based on the inspection requirements and content. The report is as follows:

1. Special project How to carry out inspections

Strengthen organizational leadership and form a joint force for rectification. In accordance with the work requirements of the "Notice", the center's leadership team promptly held a special meeting for all staff, conveyed the spirit of the document, unified ideological understanding, and established a special project with Secretary Yang Yunfen as the team leader, Director Yan Hua as the deputy team leader, and heads of departments and offices as members. Restructure the leadership team. A regular work meeting system of "weekly team meetings, monthly meetings for middle-level staff, and quarterly meetings for all staff" is implemented. Two key personnel are dispatched every day to inspect the center's internal and external environment and window service conditions, and promptly report and record the problems discovered.

The work measures are effective and self-examination and rectification are in place. We insist on integrating ideological education, inspection and rectification, setting up examples, accountability, and improving mechanisms throughout, and proceed in four steps: publicity and mobilization, self-examination and rectification, supervision and accountability, and summary and improvement. Appoint the specific person in charge and implement it at all levels. Members of the leadership team took the lead in conducting self-examination, and held collective discussions with each department and office, combined with their respective responsibilities, and adopted a combination of self-inspection and mutual inspection to investigate and resolve problems, forming a strong synergy for the center to promote governance work, and conducting research on the investigation results. Formulate corresponding rectification measures, insist on making corrections while checking, strengthen rectification measures and rectification effects, and ensure that rectifications are in place.

2. Problems Found

While conscientiously implementing various existing work systems and complying with existing work disciplines in our window construction specification work, there are also some problems shortcomings.

(1) The standardization of window services needs to be strengthened. In daily work, for businesses with a large volume of business, there is a phenomenon of lack of warmth in the service tone; during the reception process, civilized standard language is not used as required, that is, when receiving residents, the first greeting does not use standard Mandarin .

(2) The discipline of window services needs to be strengthened. During the window service period, the phenomenon of looking at mobile phones still occurs from time to time; during the reception process, the work enthusiasm and mental state are not full, and the phenomenon of laziness and slowness still exists; when leaving the work station temporarily, the "pause service" button is not pressed. The phenomenon of "vacant window" appears.

(3) The internal and external environment of the center needs to be strengthened. Because the center is close to a residential area, residents gather to play cards, smoke together, and litter cigarette butts and garbage. In the sanitary area outside the center, black advertisements and random piles of debris also occur from time to time. The service hall Here, internal equipment maintenance and upkeep was not followed up in a timely manner.

3. Implementation of rectifications

In response to these problems discovered, the central foreman team attaches great importance to actively implementing rectifications:

First, pay close attention to improving the quality of window services . Carry out "business micro-forums", special business training and other methods to improve the comprehensive business capabilities of window staff; strengthen the polite language and service standards for window reception services, and formulate industry service standards. All types of windows implement the "five systems", "four disclosures" and "three brights", that is, the first inquiry responsibility system, the whole process responsibility system, the one-time notification system, the timely settlement system and the accountability system; and the service procedures are followed Openness, disclosure of service bases, disclosure of service time limits, disclosure of service results; window services must make their identities, commitments, and standards clear, and strive to make the service people travel less, queue less, and wait one minute less.

The second is to persist in carrying out evaluation activities for "Peacemakers in Political Style" and "Advanced Workers" to create an atmosphere of "striving for excellence", strengthen employees' service awareness, and improve the overall service management level. At the same time, we have set up a residents’ complaint book to understand people’s opinions and suggestions as soon as possible and deal with them in a timely manner.

Especially in response to the window service attitude problems reported by the masses, as long as residents have complaints, they will be verified on the spot, resolved on the spot, and conflicts will be resolved in a timely manner. Employees with problems will be verbally criticized and educated. If the case is serious, the center will report the criticism internally, so as to truly implement complaints. "Everything is implemented and everything has an echo."

The third is to take the initiative to improve the environmental sanitation situation and actively support the work of "creating a whole". We have posted promotional posters on the center’s external publicity board and in eye-catching places in the service hall, and the lobby’s electronic display screen has set up a scrolling slogan of “Creating a Whole” to create a strong “Creating a Whole” atmosphere; the center’s blue vest volunteer service team conducts a comprehensive Make rectifications, eradicate small advertisements, and clean up debris; arrange personnel to clean the front and back offices to create a good window image; in addition, uniformly inspect and replace the equipment in the service hall to ensure normal operation of the equipment.

4. Next step work plan

First, further strengthen from three aspects. Each service window of the acceptance center should further strengthen the "people-oriented" service concept and "integrate it into the blood"; further strengthen the ability to actually solve the "blocking points", "pain points" and "difficulties" of the people; further strengthen the use of the Internet , big data means and methods to increase handling services.

The second is to conduct a comprehensive investigation and take immediate actions to eliminate risks. Each service window of the acceptance center should focus on troubleshooting problems in five aspects, check disciplines, and strictly implement service requirements; check facilities to continuously optimize the service environment; check blocking points to continuously improve service experience; check loopholes to ensure the safety of funds; check hidden dangers, and improve the emergency response and public opinion response working mechanisms.

The third is to deepen the mechanism, plan long-term points, and establish a long-term mechanism. Each service window of the acceptance center should combine the "Two Studies and One Action" regular theme education, further implement the "Three One, Two Complete" standardization construction requirements, establish a long-term mechanism for the window unit style, and improve the convenience and humanization of services; Form a responsibility system where "creating a whole" starts with me, and extend the reach of "creating a whole" to every employee.

In the future work, we will insist on taking root at the grassroots level, continuously promote the work of the acceptance center to develop in the direction of "standardized work, refined processes, branded projects, and humanized details", deepen the service concept, and enhance Work effectiveness, overcome work weaknesses, continuously improve the people's satisfaction, sense of gain, and happiness, shape a good image of window units serving the people, and use the most practical measures to fulfill the true meaning of "serving the people." Service window self-examination and rectification report Part 2

According to the requirements of the Provincial Department of Human Resources and Social Security’s “Notice on Special Inspection of Work Style of Window Units of the Province’s Human Resources and Social Security System”, our bureau attaches great importance to it and carefully arranges and deploys it to ensure Taking the construction of work style as the starting point, we conduct comprehensive self-examination and self-correction work from the aspects of service standards, disciplinary requirements, service terminology, etc., and issue the "Request for Opinions on Work Style Construction at the Window of Human Resources and Social Security" to the general public. Carry out rectification work. The self-examination situation is now reported as follows:

1. Self-examination situation

In recent years, our bureau has increased services around basic sectors such as social insurance, employment services, and labor rights protection, and strengthened Consciously serve the people, improve work style, improve work efficiency, strictly administer according to law, take people's satisfaction as the main goal, and continuously improve the comprehensive service level of window units.

(1) Strengthen standardized management and strictly enforce administration according to law. The first is to continuously establish and improve the internal management system. In order to standardize and institutionalize each service window of our bureau, we compiled and published the "Compilation of Agency Management Systems", covering multiple sections such as party affairs and party building, administrative management, housekeeping, agency efficiency, etc., unifying the system and norms, and effectively preventing unfair and unfair work. The occurrence of behaviors such as using power for personal gain. The second is to clarify job responsibilities and work processes. According to the needs of social security, employment, supervision and other business operations, a business flow chart is formulated for each handling link, and the responsibilities of each service window position are clarified, thus forming a working mechanism with clear rights and responsibilities and standardized business, and promotes staff to act impartially and in accordance with the law. administrative.

(2) Solid work style and excellent window image.

In order to improve the quality of window services and improve public satisfaction, our bureau has formulated a series of service specifications to achieve the "four preventions", that is, strictly act in accordance with laws and regulations to prevent favoritism and overstep of authority; strict information management to prevent the leakage of the privacy of service recipients; During working hours, employees must stick to their posts and perform their duties conscientiously, and eliminate the phenomenon of "empty windows" when leaving work without authorization; maintain full enthusiasm and mental state for work, and eliminate laziness and sloppiness. The staff at each window of our bureau can adhere to principles, abide by rules and disciplines, and behave in a standardized manner, which demonstrates the good spirit and industry image of the human resources and social security department.

(3) The work is open and transparent and has won praise from the masses. Implement "Three Brightnesses" and "Four Opennesses" at each service window, that is, the window unit and its staff must make their identities, commitments, and standards clear when they take up their posts, so that the work procedures, work bases, and work time limits must be made public. , make the service results public, and strive to save people working in window units from having to travel a circuit, queue up once, and wait one minute less.

2. Existing problems and directions of efforts

(1) To further emancipate the mind

First, there is insufficient investigation and research. We lack in-depth investigation and research and targeted solutions for the groups within our bureau's business coverage, their ideas, requirements, problems and problems in employment services, social security, etc. Therefore, although we have done a lot of things, the key issues have not been solved, and we have achieved half the result with twice the effort. Second, the implementation of policies is not flexible enough. During the self-examination, although we did not find phenomena such as eating, taking, getting stuck, or asking for food, we still have limitations in the methods of dealing with some problems and are not flexible enough in policy implementation. Therefore, during the self-inspection, we discovered the problems in time and We should take this as a warning and effectively improve our working methods and style. Third, the self-construction capacity in social security is insufficient. The existing hardware construction is insufficient, especially the construction of talent service exchanges. The foundation is weak, the service projects and capabilities are not strong, and a socialized and professional pattern has not yet been formed. In response to the above problems, our bureau will focus on strengthening team building, strengthening system construction, strengthening work style construction, changing working methods, and making every effort to build a "sunshine human society".

(2) We must further strengthen service awareness

At present, our bureau has complicated procedures and cumbersome links in certain business processes; in some window departments, there are also simple working methods , lack of enthusiasm for the masses, lack of passion for work and other issues. This fully shows that our subjective initiative in serving the grassroots and the masses is insufficient, and our working methods and measures need to be improved. To this end, we instruct relevant window units to carefully identify problems, formulate corrective measures, clarify goals, and assign responsibilities to people. On this basis, we require all window units to conscientiously implement the relevant work style inspection instructions from superiors in accordance with the opinions and requirements of the public feedback. regulations and requirements, work harder to do a good job and satisfy the people.

(3) To further improve work efficiency

In response to the low efficiency of some window units, we first carried out ideological education and style rectification at the relevant windows, and organized all comrades to We conducted in-depth and detailed analysis and self-examination, and seriously reflected on the issues raised by the masses. Objectively speaking, because some service staff cannot be relatively fixed, the handling staff are not familiar with the business, and the error rate is high, resulting in the phenomenon of service staff running multiple tasks at once, which in turn generates dissatisfaction and resistance. Furthermore, because some policies are publicized early and issued late, there is a disconnect between policy popularization and policy implementation. The masses are looking forward to early implementation. However, in terms of handling, we can only organize and implement the policies after the superior policies are released. Some work project functions have been transferred. , and the masses don’t know. Subjectively, due to the small number of staff and the large number of people who come to do things, the phenomenon of poor hospitality, failure to greet others, and neglecting one thing and another does indeed exist. On the other hand, there are many policies and regulations, and people who come to consult the policy regulations or petition are still unable to make sense after repeated explanations, and it takes a lot of time to receive such petitioners. In our actual work, there is indeed a certain degree of insufficiency in service, impatience in explanations, and unfriendly attitudes. To this end, we have carried out work style rectification at all service windows of human resources and social security, and required relevant window units to seriously reflect and make rectifications within a time limit.

(4) We must further increase the transparency of government affairs

We have done a lot of work to implement the disclosure of government affairs in areas such as social insurance, employment placement and other social hot spots and difficulties that the public is concerned about. , and achieved certain results. But we still have some shortcomings. In this regard, window units are required to further clarify their responsibilities on the basis of existing work, standardize public carriers, procedures and content, increase work transparency, and accept public supervision. In government affairs disclosure work, as long as it does not involve state secrets, everything that can be made public will be made public. Social insurance policies, recruitment of public institutions, military transfer placement, professional title evaluation and other tasks are strictly carried out in accordance with legal procedures, and the processing procedures, processing time limits, and processing results are disclosed to the public. Through these measures, we will further promote the openness of government affairs of our bureau and improve work efficiency.

3. Rectification measures

(1) Strengthen learning and training to improve the quality of the team.

First, enrich learning content. Focus on studying the Labor Contract Law, Social Insurance Law and other laws, regulations and business knowledge to further improve the professional level and service ability of cadres and employees; actively carry out educational activities such as professional ethics education, special discussions, special reports and on-site visits to cultivate cadres Employees should have a correct outlook on life and values, and enhance their awareness of anti-corruption and integrity. Second, we must innovate learning methods. Adhere to the "Friday Class" learning system and adopt various forms such as combining self-study with concentrated learning, combining special lectures with special discussions, and combining outings with training to improve the pertinence and effectiveness of learning. No less than 20 learning and training courses are held throughout the year. Third, we must enhance learning effects. Learning and training should be planned, attended, taken notes and gained. The office checks notes every month, organizes exams every six months, and organizes knowledge competitions every year. Those who fail the exam once will be required to make up the exam, and those who fail the exam twice in a row will be given off-the-job training. Effectively transform learning results into work ideas, work measures and work skills.

(2) Strengthen system construction and strengthen responsibility awareness.

First, implement the service commitment system. Each department determines commitments, completion time limits, policy basis, etc. based on actual business conditions, which are sorted out and summarized by the office. After review by the bureau’s party group, they are announced to the public and are subject to supervision from all walks of life. The second is to strictly enforce the system. For promised service matters, we must minimize the number of service steps on the premise of enforcing laws and regulations and ensure that they are completed within the specified time limit; third, implement the first inquiry responsibility system. Questions and requests raised by consultation and service staff must be accepted in a timely manner. If they do not fall within the scope of responsibilities, they must proactively help contact and establish good connections. The fourth is to deepen the AB post work system. Promote and train staff to have multiple responsibilities and abilities in one post. Each department and each position should determine the AB role to ensure the normal operation of all work and prevent service recipients from going down the wrong path. Fifth, implement a one-time notification system. It is necessary to further sort out various work processes, prepare service guides, issue clear cards, and inform service conditions at one time to provide convenience for service recipients.

(3) Standardize service behavior and improve service levels.

First, deepen the transparency of government affairs. Strictly implement the relevant provisions of the "Government Information Disclosure Regulations", timely disclose service items, service procedures, policy standards, work dynamics, etc. to the public through information, websites, public columns, news media, etc. in accordance with the law and timely disclosure of hot issues of public concern and concern. At the same time, supervision desks are set up at each service window to implement job announcements and accept public supervision. The second is to deepen service guidance. Each department has designated a professional and high-quality staff member to be responsible for answering telephone inquiries. A consultation and guidance desk is set up in the lobby, and personnel from each department are assigned to take turns serving as consultation guides to guide the people working throughout the process, changing passive work into active service, and further improving service efficiency. The third is to strengthen grassroots research. Team members and relevant business departments must go deep into the grassroots and the masses, extensively solicit opinions and suggestions, and effectively help solve the practical difficulties of grassroots, enterprises and the masses in production and life. It is necessary to conscientiously do a good job in the work of letters and visits from the masses, open channels for expressing social conditions and public opinions, handle conflicts and disputes in a timely and efficient manner, and effectively safeguard the legitimate rights and interests of the masses and social stability. The fourth is to unblock information channels.

Carry out more than 4 large-scale "sunshine service" activities such as policy and regulation publicity and talent exchange meetings throughout the year; compile and distribute government information in a timely manner, improve Huanghua's official human resources and social security website, further expand the channels for the public to obtain policy information, and improve the level of public opinion publicity.

(4) Deepen internal management and establish the image of the agency.

Strictly implement the sign-in, sick leave approval and out-of-town leave cancellation systems; it is strictly prohibited to be late, leave early, skip work and leave without authorization; it is strictly prohibited to use computers, telephones and mobile phones to chat, watch movies and play games during working hours , stock trading and other non-work-related activities; it is strictly prohibited to participate in any form of gambling activities; it is strictly prohibited to drink alcohol at noon on workdays and eat and drink at the grassroots level unless there are special needs; it is strictly prohibited to eat, take cards, and use power for personal gain; it is strictly prohibited to have an indifferent attitude and style towards the masses Arrogant, rude language, and being difficult and neglectful to service recipients.

(5) Strengthen supervision and assessment and improve the incentive mechanism.

First, strengthen internal supervision. Members of the bureau's Party Leadership Group and the office will form an inspection team to conduct overt and covert inspections of the agency's discipline, work style, work efficiency, service quality, etc. from time to time, and report them in writing. The second is to improve external supervision. A public opinion box, reporting hotline, and online opinion window will be set up, with dedicated personnel responsible for collecting and organizing opinions. A service object satisfaction evaluation meeting is held every year. At the same time, deputies to the National People's Congress, members of the Chinese People's Political Consultative Conference, and representatives from enterprises and the public are recruited to form a social supervision group to supervise and inspect the effectiveness of various service window agencies, hold regular discussions and communicate, extensively solicit opinions and suggestions from all walks of life, and make timely discoveries and rectifications. The third is strict reward and punishment measures. Those who are enthusiastic in service, have outstanding performance, and are well received by the masses will be set as role models, commended and rewarded, and used as the basis for annual evaluation; those who are derelict in their duties, dereliction of duty, violate laws and disciplines, and have bad attitudes at work will be given a warning depending on the circumstances. , off-the-job training, dismissal and other punitive measures. Service Window Self-examination and Rectification Report Part 3

Based on the self-inspection report on standardized services at the charging window and the instructions and requirements of Changtai Company, our firm decided to carry out standardized service compliance activities at the charging window. In accordance with the spirit and requirements of the bureau's "Notice on Doing a Good Job in the Standardized Service Assessment of Charging Window in 20xx", our office immediately established an assessment agency and formulated the "Detailed Rules for the Assessment of Charging Window Standardized Service", and operated according to the standardized service , promote team assessment, and improve business level requirements and standards. The levy room conducted a comprehensive self-examination in terms of hardware, software, etc., and effectively rectified the existing problems. The work measures and situations of self-examination at this stage are now summarized as follows:

First of all, attach great importance to standardized service awareness and strengthen the political and ideological education of employees.

On August 18, our office quickly held a general charging affairs meeting, conveyed the spirit of the document "Notice on Doing a Good Job in the Standardized Service Assessment of Charging Window in 20xx", and clarified the standardized service operation standards of charging windows. Establish and improve the daily supervision and inspection mechanism, improve business technical level, standardize charging discipline, and achieve "three services" and "five unifications". At the same time, we insist on improving the political and ideological education of employees; give full play to the vanguard and exemplary role of the party and league members, and insist on carrying out civilized service learning in teams and groups, so that employees can correctly understand the importance of civilized service at work, and love love in thought and action. Be dedicated to your job and be a new force. Establish a spirit among employees of being committed to their own responsibilities, taking the lead, and having the courage to contribute.

Secondly, work hard on specific learning measures to standardize service standards.

Every week, we use the study time on Tuesday and Friday to carefully organize all employees to study the "Standardized Service Assessment Rules for Charging Window". All employees attach great importance to this and use the study time on Tuesday and Friday to study chapter by chapter. During the study, everyone listened carefully to the assessment rules, had a heated discussion, and expressed their own opinions and suggestions on the implementation of the standards. In order to make this event not only a top-to-bottom meeting of standards, but also truly inspire employees' enthusiasm and improve their awareness, we strive to implement the spirit of the standards into every employee's mind and work.

At the same time, employees are organized to examine their own service deficiencies from the perspective of car owners and conduct self-examination and self-correction discussions, so that employees realize that service quality and car owner satisfaction are the decisive factors for the success of the company, and thus use a high degree of enthusiasm to and devote themselves to work consciously. Finally, we strengthened the inspection and supervision of employees' daily operations, especially the inspection of clothing and civilized language, and strengthened the praise of advanced individuals in standard-reaching activities. Through the above measures, employees can ideologically realize the importance of improving service levels. consciousness.

Third, strengthen the maintenance of the hardware-as-a-service facility environment.

Our office inspected and maintained the toll booths, square environment and facilities, contacted relevant departments, and adjusted lights, electricity, wires and other facilities to ensure normal use of the equipment. Regarding the sanitation of internal booths, we will strengthen the inspection of the duty system to ensure that the desktop and internal items are placed in compliance with regulations, and that the windows are clear and clean. In addition, we have organized all employees to thoroughly clean the environment of the toll booths many times to ensure that no corner is missed and create a neat and clean toll collection place for car owners and employees.

Finally, carefully carry out feedback surveys on standardized services.

Investigate car owners’ satisfaction with our civilized services, solicit corresponding opinions and suggestions, and conduct a questionnaire survey on car owners’ service satisfaction.

In summary, after careful summary and evaluation, our office believes that it has met the requirements for compliance. We are now submitting an application for compliance to the leadership of the bank and hope that the leadership will approve it.