[Editorial Commentary] From the perspective of the common people, we will not "let armless men prove themselves disabled"
Our newspaper’s commentator Wu Di
Behind a certificate or a certificate, people are more concerned about whether the service can focus on people's needs and whether it can meet the different demands of different people. In other words, the soul of high-quality public services should be to look at and solve problems from the perspective of the masses, rather than putting the cart before the horse.
According to a CCTV news report on March 22, recently, the issue of "armless men riding the subway for free but being asked to show their disability certificate" sparked heated discussions among netizens. The video showed that when a passenger was taking the subway in Wuhan, Hubei Province, he was obviously disabled in both arms and was asked by the staff to show his disability certificate in order to enjoy barrier-free access. The subway customer service said that the existing regulations require that relevant documents be presented for verification before they can enjoy barrier-free access. In the end, the passenger had to choose the regular ticket purchase method to enter the station. A few days ago, the official Weibo of Wuhan Metro Operations issued a statement, deeply apologizing for the inconvenience caused by passengers not being able to pass through the special channel, and "will continue to optimize travel service guarantees for special passengers."
It is unreasonable and even more sad to "certify and recognize the person" despite the disability that can be seen at a glance. Whether people with disabilities can travel conveniently is a touchstone for testing the quality of barrier-free city construction. Public services should meet the needs of different groups of people as much as possible, and relevant systems cannot be alienated into obstacles that add obstacles to the people. How to change the public services in some places from "emphasis on form over effect" to focusing on humanistic care and meeting the actual needs of the people is worth pondering.
There are two cases that are quite instructive. Last year, when police officers from Jiande No. 1 Police Station in Zhejiang were serving the masses, they took a photo of a blurry photo on the other party's mother's file. After repairing it overnight, they gave this "mother's only photo" to the people they were serving, much to the surprise of the other party. Not long ago, a video of a tax staff member in Quzhou, Zhejiang Province "turning through a book on the spot" went viral. The incident occurred because the people working on the matter went to the wrong place. "In order to save taxpayers from running errands," the staff member looked through the book to see what should be done and what should be done. What content needs to be told at once, this has also received numerous likes from netizens.
The special features of the above cases are all parts other than the "prescribed actions". There is nothing wrong with the staff not to do it. However, they made the service concept of "no matter how small the masses' matter is a big matter" visible and tangible, which just became a touching moment. Reasons for popular sentiment and popular Internet.
Undoubtedly, it is the job responsibility of workers in relevant service industries to conscientiously implement rules and regulations. Taking public transportation and purchasing tickets for scenic spots as examples, it is the responsibility of staff to verify the documents of specific groups such as students, the elderly, and military personnel to determine whether they can enjoy relevant discounts. However, if relevant regulations are enforced mechanistically, embarrassing situations may also occur. For example, some banks or window units previously required parties who were unable to attend due to illness, old age, disability, etc. to "appear in person" or to provide "my personal information". "Mom is my mother" type of "weird proof" has added a lot of trouble to the people who work. Fortunately, these situations have improved significantly in recent years. Take the inspection and use of documents as an example. In today's era of "letting more data escape," electronic medical insurance cards, electronic driver's licenses, etc. have been widely used in real-life scenarios. Documents should no longer be a "stumbling block" for people to enjoy related services.
Judging from actual cases, the main reason for the deviation of public services in some places is that the understanding is deviated, ignoring that the system is "born to solve problems", mechanically implementing regulations, and even prioritizing document services over serving people. Secondly, there is a lack of corresponding fault-tolerance mechanism. In the mentality of "not seeking merit but seeking no fault", some staff do not dare to "discretion" and believe that only by following the rules is "foolproof".
The key to making public services warmer and more vital lies in the implementation of relevant systems - if doing things according to the rules is just "doing it", then integrating warm human touch into service concepts and working methods is "doing it well". In the final analysis, behind a certificate or a certificate, what people care more about is whether the service can focus on people's needs and whether it can meet the different demands of different people. In other words, the soul of high-quality public services should be to look at and solve problems from the perspective of the masses, rather than putting the cart before the horse.
Seeing the needs of the people and solving their problems should be the starting point and end point of public services. This is an inevitable requirement for public services in various places to continuously deepen the details and improve the level. (Worker Daily)