Strictly investigate the cold behavior of the government Hotline
2021-12-24
"Call 12345 to complain. I have 100 ways to deal with him." "What can 12345 do? Nothing." "12345 can he handle it for you?" 12345. It's a well-known doggerel for the masses to ask the government for something. Recently, public officials in Shangqiu, Henan, Hengshui, Hebei and Suqian, Jiangsu have frequently burst out "thunder sentences", which has aroused social concern. As a bridge between the government and the masses, 12345 hotline was accused of "failure". What is the problem behind it? How can discipline inspection and supervision organs strengthen supervision and make the hotline really "hot"? Acceptance, order distribution, handling, reply, supervision, completion, return visit and evaluation are the general working process of 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 practice, some people who want to reflect the problem are stuck at the first level, "the phone can't get through" is a common problem they face. "Because I was busy with some private affairs, I left my post without permission for many times, and privately set my personal status to 'busy' in the traffic system for a long time, which affected the handling of people's demands. I feel very regretful about my behavior." Recently, the second discipline inspection and supervision team dispatched by the Discipline Inspection Commission of Wuyi County, Zhejiang Province found that some employees left their posts without authorization during working hours. At present, the operator has made a written inspection. Under the supervision and guidance of Wuyi County Commission for Discipline Inspection and supervision, the center has established a normalized internal supervision mechanism. Through open and unannounced visits, questionnaires and other forms, the center focuses on self-examination of the pain points such as busy hotline reception, low efficiency and poor service attitude, and dynamically tracks the implementation of rectification. Up to now, the acceptance rate of citizens' demands of the government service hotline has reached 100%, the incoming call connection rate of the unified platform has reached 94.38%, and the 15 second connection rate has reached 98.78%. After the "acceptance", the "no delivery order" is another thorny problem. A few Party members and cadres prevaricate and kick the ball at each other, which prolongs the work order circulation time indefinitely, and the problems worried by the masses have not been solved. On the afternoon of October 28, the 12345 hotline in Jiading District, Shanghai received a report from the masses that some trees on a sidewalk are very close to the high-voltage line, and there are potential safety hazards. It is hoped that the management department will trim them. After receiving the complaint, the district urban operation management center responsible for accepting the hotline immediately sent the work order to the district greening and city appearance Bureau for handling. However, the district greening and city appearance Bureau applied for refund on the ground of "not within the jurisdiction" on the same day, but was asked to do it again because of insufficient basis. If the refund failed, the unit applied for completion twice in a row on the ground that "the trees here have been trimmed and there is no overwhelming high-voltage line", but they were returned and asked to do it again because of insufficient basis. Pruning crooked branches is not a difficult task. Why are the relevant treatments inconsistent and rotating in place? The supervision committee of Jiading District Commission for Discipline Inspection, which is carrying out the follow-up supervision of 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-the-spot inspection, conversation and consulting the work account. He neither contacted the complainant in time for verification, nor went to the scene for inspection, so he hastily thought that "this matter is not under our control", so he applied for refund for the first time. After it was found that it really belonged to the jurisdiction, Zhang applied for settlement for the second time without reporting to the person in charge, trying to muddle through with an untenable excuse. The crooked branches should be cut, and the formalism behind them should be "cut". In combination with the practical activity of "I do practical things for the masses", Jiading District Commission for Discipline Inspection and supervision set up a special liaison to connect with the district urban transportation center responsible for 12345 hotline, jointly find problem work orders, and seriously investigate and hold accountable for inaction, slow action and disorderly action. Up to now, 47 key hotline work orders have been sorted out, and 7 problems have been found and urged to be solved. Since the beginning of this year, 10 formalist and bureaucratic problems have been investigated and dealt with, and 28 people have been given party discipline and government sanctions. How to find 12345 abnormal work orders in time and find the style problems behind them? In addition to setting up special liaison officers, the discipline inspection and supervision organs also use the power of big data to make the lazy government hidden behind the work order invisible. There is a badly damaged cement road beside the south wall of Dongfang Jiayuan community, Xiangshui County Economic Development Zone, Jiangsu Province. The dust raised by vehicles when passing through makes the residents living nearby miserable. After some residents reported the problem through the 12345 hotline, this path was kicked "ball" by relevant functional departments within a few months, facing the dilemma of "unclaimed". After the Commission for Discipline Inspection and supervision of Xiangshui County found the problem by patrolling the "Tianyan supervision" platform, it immediately assigned the problem, and the damaged path finally became 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 trading. Through big data analysis and information research and judgment, it effectively complements the shortcomings of traditional supervision and inspection, such as timeliness, pertinence and effectiveness. After the establishment of the platform, the staff of the supervision center found 76 "four winds" problems in their daily online inspection, used the first form to deal with 73 people, and assisted in handling cases more than 100 times. "The county real estate service center and the county natural resources and Planning Bureau prevaricated and squabbled with each other in handling the problem of difficulty in handling certificates reflected by the masses, and returned work orders for 5 times in total, causing adverse effects, which was criticized by the whole county..." recently, A circular on the handling of citizen hotlines by prevaricating and not strictly implementing the "first responsibility system" aroused concern among party organizations and Party members and cadres at all levels in Yanggu County, Shandong Province. Based on the rapid investigation and notification of the exposure of 12345 typical problems, the discipline inspection and supervision organ of Yanggu County focuses on finding the causes from the source, and urges the main responsible units to improve the working system and mechanism and plug the work loopholes. Urge the county human resources and Social Security Bureau to establish the 12345 citizen hotline handling system, urge the county comprehensive law enforcement bureau to issue a notice to further clarify the citizen hotline handling work, and urge the County Public Security Bureau to establish the citizen hotline work service process and assessment rules Under the supervision of Yanggu County Commission for Discipline Inspection, all relevant units in the county have improved and improved 23 relevant systems, and the "heat" of 12345 hotline is becoming more and more warm. (outlook new era)
Edit：Luo yu Responsible editor：Wang xiao jing
Source：Website of the State Commission for Discipline Inspection of the CPC Central Committee
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