It takes more than 20 days to apply for a citizen card online, and 4 times to the police station when relocating in the city
The reporter personally experienced the "pain points" of grassroots services in Nanjing
Our reporter Zheng Shengzhu
To apply for a citizen card online, it only takes at least 7 working days to verify the materials; to move the account hosted in the human resources service center to a neighboring area, four times to the police station at the place of relocation and the place of relocation; "12345" hotline The service evaluation returned "unsatisfactory", and the staff seemed to have received a negative e-commerce customer service call to ask questions... These are the "pain points" that the reporter has personally experienced in Nanjing recently.
"Difficult access, ugly faces, and difficult things to handle" were once a major livelihood pain point that the grassroots people reflected strongly. With the deepening of the reform of "decentralization, management and service", the service attitude and work efficiency of grassroots staff have been greatly improved. , But there is still a gap with target slogans such as "just run once" and "make online business as convenient as online shopping".
It only takes a few minutes to apply, and it takes almost a month to get it.
"Approval does not meet, and work is more convenient"-At present, many places are implementing online work to improve the online availability of government service items, and similar publicity slogans are emerging one after another.
Many places have also launched one-stop online public service apps, so that in the past, some matters that needed to be handled on-site can be "handled" with just a finger.
The "My Nanjing" app, with more than 6 million registered real-name users, is one of the popular apps. It has multiple functions such as inquiring about provident fund, making an appointment, and issuing proof of purchase.
In order to reduce the offline business time, the reporter recently used the "My Nanjing" application to apply for a newborn citizen card. Although it only took a few minutes to apply for the card online, it took more than 20 days to get it.
"Compared with before, your application speed is faster." When the reporter used the "12345" hotline twice to urge the progress of the card application, he finally got a reply.
The staff of “My Nanjing” stated that the online citizen card application number is large and the process is long. After the applicant submits the information to the card manufacturing center, it needs to be sent to the card factory for production. Influenced by factors such as banks.
The current operating guidelines stipulate that it should be completed within 35 days, and it usually takes more than 20 days at the earliest.
The reporter's investigation learned that the problems of the long time and different speed of applying for the Nanjing Citizen Card not only exist online, but also offline.
In July 2020, after Mr. Yang submitted the newborn photos at the Jiangning District Civic Center in Nanjing, the staff directly printed the card on the spot; while Mr. Lu handled the same business at the lobby of the Convenience Service Center, Yanjiang Street, Jiangbei New District at the end of December 2020. The receipt showed that the card wassuance date was February 5th of the following year, and the staff informed that "it is better to pick up the card on February 20th. You may not get the card if you go early."
“Some service halls have a card machine, while others don’t. This may result in different progress in offline card application." The above-mentioned "My Nanjing" staff introduced that online and offline citizen card applications belong to different channels. The deadlines are not consistent.
In addition, the different levels of service halls will also lead to different progress in card application.
One of the main functions of the citizen card is medical insurance reimbursement. In order to facilitate the reimbursement of medical insurance for newborns, Nanjing has launched the urban residents’ basic medical insurance registration card for quasi-newborns. After the parents apply, they can directly Use this card to settle settlements according to the resident medical insurance policy.
However, it is required to apply for a citizen card as soon as possible within 3 months after birth, and go through the formal procedures for enrollment.
The reporter learned that when applying for a citizen card in "My Nanjing", the temporary insurance card cannot be used for settlement and reimbursement in the hospital, and the citizen card applied for at this time is not available, and there will be a vacuum connecting the two cards. Status, which brings inconvenience to medical reimbursement.
Relocation of registered residence in the city has been repeated many times, and the service is questioned
After graduating from many college students, because the work unit has not yet been finalized, they will take care of their accounts at the talent service center where the university is located.
The reporter recently discovered that when relocating the registered permanent residence registered in the Jiangsu Educational Talent Service Center to a neighboring district, he had to make four trips to the police station.
The agent must first go to the local police station to apply for moving in, and wait for the approval before going to the local police station to obtain a permit for moving in.
After obtaining the permit for relocation, you must apply for relocation at the local police station of the Talent Service Center. After obtaining the residence registration permit, you must return to the local police station to register again.
A total of four trips before and after.
Mr. Liu, a citizen of Nanjing, encountered a similar migration process when he handled the same business for his relatives in Guangdong.
Since he did not bring the client's permanent population registration form, he still needs to go to the archives of Jiangsu Educational Talent Service Center to issue a letter of introduction.
The reporter saw on the "Acceptance Registration Form" on the desk of the talent service center that several applicants had registered for similar household registration matters.
"The nature of the registered permanent residence registered in the Jiangsu Educational Talent Service Center is more complicated and cannot be similar to the direct relocation of the registered permanent residence in the city." When a reporter asked the police station staff, why the procedure for relocation of registered permanent residence in the same city is so cumbersome.
The other party said that this type of household registration belongs to college students who had no place to stay when they graduated, and those who should be moved were not moved. Now they "can only go out but not in" and do not support online operation.
However, when registering the household registration for newborns in Nanjing, the online application is not smooth.
The reporter tried the "My Nanjing" App, the "Nanjing Public Security" official account, and the Jiangsu Government Service Network to apply for household registration online. The three systems failed to process, failed to submit materials, and did not display to-do items.
When reporters reported the above issues through the "12345" hotline, the operator said that the service hotline could not see the personal application items of the government service network and would forward the problem to the relevant department.
The reporter quickly received a telephone feedback from the Nanjing Public Security Bureau, stating that because the Jiangsu government service network was not maintained by Nanjing Public Security, the to-do list could not be viewed in the background, and was told that the relevant staff in the jurisdiction of the applicant would be responsible for the response.
The staff of the Qixia District Government Service Center then called and responded. The service center mainly manages student and teacher accounts. Newborn household registration needs to be handled at the local police station.
The reporter then called and consulted the household registration management department of the local police station. The other party said that after submitting the materials online, the original documents must be sent for verification. In fact, it does not save trouble and the offline processing is more convenient.
Soon after the reporter went to the local police station to register his account, he received a short message notification from the "12345" hotline, inviting three evaluation services from "whether to contact", "satisfaction with attitude" and "satisfaction with the result". Due to online consultation with multiple departments, I had to go back to the offline process, and the reporter responded dissatisfied with the "attitude" and "result".
Surprisingly, the staff of Qixia District Government Service Center asked on the phone the next day, "Why is the evaluation unsatisfactory?" The tone was as if the e-commerce customer service received a bad review.
Consultation call "10 hits 9 nowhere", inaccurate notification leads to more errands
In order to familiarize themselves with the work process and bring together the work materials, some people often consult the business departments in advance, but the reporter's investigation found that the external contact information of many departments was busy or unanswered for a long time, and some department telephones could not even be found through the official website.
Regarding the issue of the time limit for handling the citizen card, the reporter continued to call the Nanjing Citizen Card Service Center, Qixia District Government Service Center and other departments. The line was busy for a long time. Even if the call was made, no one answered.
The phone number of the Nanjing Citizen Card Service Center printed on the "Nanjing Government Special Delivery" displayed "the number is wrong" when dialed.
The external contact information of some departments is not even available on the portal website. For example, the Jiangsu Provincial College Enrollment and Employment Guidance Service Center (Jiangsu Educational Talent Service Center) is difficult to find on the official website and enterprise information query platforms such as "Enterprise Check".
In addition, due to the asymmetry of information among the staff of relevant departments, there is a phenomenon of enthusiastically "misleading" the staff.
Nanjing citizen Wu went to the "Traffic Police Supermarket" of the local post office twice to apply for a motor vehicle inspection mark at the end of November and early December of 2020. She was told that the system was being upgraded and the city's "Traffic Police Supermarkets" could not be operated online. The inspection mark can only go to the vehicle management office.
In mid-December, when Ms. Wu opened the traffic management app to check the service hours of the vehicle management office, she found that the inspection mark had been automatically generated in the system.
The reporter noticed that as early as October 2020, the Ministry of Public Security issued new regulations. Since November 20 of that year, non-operating small and mini buses (except vans) for more than 6 years but less than 10 years will be adjusted by inspection once a year. It is inspected once every two years.
These "pain points" experienced by reporters confirm the problems heard in the grassroots "delegation, control and service" investigation.
Some cadres at the grassroots government affairs office bluntly stated that when leading the "delegation, control and service" reform, some departments "don't catch a cold" and failed to form a joint reform effort, falling into the embarrassing situation of "who takes the lead, who kowtows".
Take data sharing as an example. In order to "make data run more and the masses less errands", the department needs to get the data out, but the reality is that "requiring data is the same as begging food."
"The ideal state is to create a unified online and offline government service through process reengineering, so that the masses can go to one window and one online to do things." The relevant person in charge of the Nanjing Municipal Affairs Office said that some departments are promoting the reform of "decentralization, management and service". At that time, the liberation of ideas and concepts is not in place, subjectively inert, and unwilling to accept new things.
Some departments are also worried that the interests of the department will be damaged, "worry that Cheese will become passive, for example, after the'one network is open', the space for power rent-seeking will become smaller."
The relevant person in charge of the Jiangsu Provincial Government Affairs Office said that the current reform of "delegating management and service" in Jiangsu has achieved certain results, but there is still a big gap between the expectations of enterprises and the people.
The problems of "information barriers" and "information islands" have long existed, and data cannot be fully shared; a lot of materials still need to be submitted to government departments, and the processing process needs to be further simplified and optimized; the "one network connection" system is not integrated, business is not coordinated, and government information is based The construction of facilities is relatively lagging behind.
In response to the above-mentioned problems learned from the reporter's investigation, the relevant person in charge of the Nanjing Municipal Affairs Office said that relevant departments are being convened to study and solve them.