Calls that cannot be reached, work orders cannot be dispatched, requests that cannot be completed
Strictly investigate the cold behavior of the government hotline
News from our newspaper (Reporter Shen Dongfang) "I have 100 ways to deal with him by calling 12345." "What can 12345 do? Nothing." "12345 can he handle it for you?"
12345, if you have something to ask the government, this is a rhetoric well-known by the general public.
Recently, public officials in Shangqiu, Henan, Hengshui, Hebei, Suqian, Jiangsu and other places frequently burst out "thunder sentences", which aroused social attention.
As a bridge between the government and the masses, the 12345 hotline is accused of "not being able to do anything". What is the problem behind it?
How can the discipline inspection and supervision agencies strengthen their supervision to make the hotline really "hot"?
Acceptance, dispatch, handling, reply, supervision, closing, return visit, evaluation, this is the general work flow of the 12345 hotline mentioned in the "Guiding Opinions of the General Office of the State Council on Further Optimizing the Local Government Service Convenience Hotline" issued in January this year .
However, in actual operation, some people who wanted to report the problem were stuck in the first pass, and "the phone can't get through" is a common problem they face.
"Because I was busy with some personal affairs, I left my job many times without authorization, and set my personal status to'busy' in the call system for a long time without permission, which affected the handling of the appeals of the masses. I feel very regretful for my behavior." When the Second Discipline Inspection and Supervision Team dispatched by the Wuyi County Commission for Discipline Inspection in Zhejiang Province carried out daily supervision and inspection of the 12345 Government Service Center, it was discovered that individual employees had problems leaving their posts without authorization during working hours. At present, the operator has made a written inspection.
Under the supervision and guidance of the Wuyi County Commission for Discipline Inspection, the center has established a normalized internal supervision mechanism. Through open and unannounced visits, questionnaire surveys, etc., the center conducts self-examination on the hotline reception, low efficiency, poor service attitude and other pain points reported by the masses. , And dynamically track the implementation of rectification.
Up to now, the acceptance rate of citizens' appeals on the government service hotline has reached 100%, the call-in connection rate of the unified platform has reached 94.38%, and the 15-second connection rate has reached 98.78%.
After the "acceptance" level, "cannot send out orders" is another thorny issue.
A small number of party members and cadres buckled and kicked each other's balls, which made the circulation time of work orders indefinitely prolonged, and the problems of the masses' anxiety have not been resolved for a long time.
On the afternoon of October 28, the 12345 hotline in Jiading District, Shanghai received reports from the masses that some of the crooked branches of trees on a sidewalk are very close to the high-voltage line, and there is a safety hazard. It is hoped that the management department will trim it.
After receiving the complaint, the district urban operation management center responsible for the hotline acceptance immediately sent the work order to the district greening and city appearance bureau for processing.
However, the District Greening and City Appearance Bureau applied for a refund on the same day on the grounds of "out of jurisdiction", but was required to reissue it due to insufficient evidence.
The refund was unsuccessful, and the unit applied for two consecutive applications on the grounds that “the trees have been trimmed and there is no overwhelming high-voltage line”. Both applications were returned due to insufficient evidence and requested to be re-implemented.
Pruning crooked branches is not a tricky task, but why is the relevant handling inconsistent and in situ?
The Jiading District Commission for Discipline Inspection, which is carrying out follow-up and supervision of the 12345 work order, found that the work order was handled by Zhang, a staff member of the Landscaping Management Office under the District Greening and Urban Appearance Bureau, through on-site inspections, conversations, and work ledgers.
He neither contacted the complainant in time for verification, nor went to the scene to check, he rashly thought that "this matter is not in our control", so he applied for a refund for the first time.
After discovering that it was indeed under the jurisdiction, Zhang applied for the second time without reporting to the person in charge, trying to get through with untenable excuses.
The long and crooked branches must be cut, and the formalism behind it must be "cut".
The Commission for Discipline Inspection and Supervision of Jiading District, combined with the "I do practical things for the masses" practice activities, set up special liaison officers to connect with the district urban transportation center in charge of the 12345 hotline, and work together to find problem tickets, and seriously investigate and deal with inactions, slow actions, and disorderly actions. Carry out accountability.
Up to now, 47 key hotline work orders have been sorted out, and 7 problems have been discovered and supervised to solve.
Since the beginning of this year, 10 formalism and bureaucratic issues have been investigated and dealt with, and 28 people have been punished for party discipline and government affairs.
How to find out the abnormal work order of 12345 in time and follow the way to find the style problem behind it?
In addition to setting up special liaison officers, the disciplinary inspection and supervision agencies also use the power of big data to hide the lazy government behind the work orders.
There is a severely damaged cement road beside the south wall of Dongfangjiayuan Community in the Economic Development Zone of Xiangshui County, Jiangsu Province. The dust caused by vehicles passing by makes the residents living nearby miserable.
After some residents reported the problem through the 12345 hotline, the trail was kicked by the relevant functional departments within a few months and faced the dilemma of "unclaimed".
After the Xiangshui County Commission for Discipline Inspection discovered through an inspection of the "Tianyan Supervision" platform, it immediately assigned the issue to the problem, and the damaged road finally turned into a spacious and flat black asphalt avenue.
The “Tianyan Supervision” platform integrates 12 supervision platform resources including 12345, “three-capital” management, and rural property rights transactions. Through big data analysis and information research and judgment, it effectively complements the timeliness, pertinence, and effectiveness of traditional supervision and inspection. Strongly wait for shortcomings.
After the establishment of the platform, the staff of the supervision center found 76 "four winds" problems during daily online inspections, used the first form to deal with 73 people, and assisted in handling more than 100 cases.
“The County Real Estate Service Center and the County Natural Resources and Planning Bureau buckled each other in handling the public’s complaints about the difficulty in applying for licenses. They returned work orders 5 times in total, causing adverse effects and conducting county-wide notifications and criticism..." "The Circumstance Report on Citizens’ Hotline Dealing with the Failure to Strictly Implement the "First Responsibility System"" has aroused concern among party organizations and party members and cadres at all levels in Yanggu County, Shandong Province.
On the basis of quick investigation and notification of 12345 typical problems, Yanggu County Disciplinary Inspection and Supervision Organs focused on finding the cause from the source, and urged the responsible units to improve their work systems and mechanisms to plug work loopholes.
Supervise the County Human Resources and Social Security Bureau to establish the "12345 Citizen Hotline Handling Work System", supervise the County Comprehensive Law Enforcement Bureau to issue a notice to further clarify the work of the citizen hotline, supervise the County Public Security Bureau to establish a citizen hotline work service process and assessment rules...
Under the supervision of the Yanggu County Commission for Discipline Inspection and Supervision, all relevant units in the county have improved and perfected 23 related systems, and the "hot" of the 12345 hotline has become more and more warm.