zhejiang Online March 29 hearing, "said the President, Hello! I would like to ask the taxi other people? Is convenient all the phone numbers you are able to report to me, I'll help you with notice Yun Guansuo . "
March 26 at 3 pm on Friday, more than a working number "791112" with the receiving member is the complainant in whispers.
Here is the number yiwu city, "96150" (meaning "must Yiwu spirit") accepting Center.
According to Digital City, Yiwu City Management Center (hereinafter referred to as "multi-center") statistics, from April 1, 2009 test run on March 26 this year, digital city, "96,150" of an incoming call 63 686, 61 336 cases handled platform , of which class of 28 930 complaints, the report class 194, the consulting help from the class of 28,516, offer advice and suggestions Class 827, the voice adapter 186, the other 2683, the treatment rate of 99%.
It is the Government's "ears"
Name "96150", Yiwu people made a very vivid metaphor, saying it was a government to hear their voices in the ears. Indeed, "96150" with "centralized receiving, unified dispatch, were handled public supervision" mode of operation, in government departments, between the Government and the people erected a rapid communication.
Yiwu is a city of 2 million population city of immigrants, government departments have undertaken arduous affairs. To allow unimpeded voice of the people, the department set up more than 70 complaints hotline.
However, after running a while, this long to expose the shortcomings of complaints Advisory: Public awareness is low, after the department received a complaint leads external oversight is not enough, sometimes low efficiency or the occurrence of "selective prosecution" or even a "pass the buck" phenomenon. Taking into account these factors, Yiwu, with public services to non-emergency complaint reports, consulting hotline for help and offer advice and suggestions, etc. into a single platform --- Digital City "96150."
At present, the "96150" code has been integrated Te Fuhao 10, involving comprehensive administrative law enforcement, human labor, transportation, the new SMG, agriculture, environmental protection, quality supervision, health, food prices and Drug Administration and other departments. In actual operation, the platform to report complaints, consulting assistance has involved 51 departments, including 30 offices and 13 towns (street).
Yiwu city government issued a "digital city Yiwu Implementation Opinions of joint action" provisions of the collaborative responsibility of the business units on a single treatment, feedback system within the time limit. Consultation with the help kind of problem within two working days after receipt of completed complaints and to report such issues in 7 working days after receipt of the completion of the proposed class of problems in the receipt within 5 working days. Processing time due to special circumstances and feedback should be timely application postponed and postponed.
Request the receiving member is the "Yiwu Tong"
"Run far, the best we had over 470 phone calls a day." Reception Center, officials said.
The number of control centers received a total of more than 20 members, the implementation of the working system of three shifts a day, 24 hours a day to answer people's calls of the citizens in each of the questions have to be fluent. To this end, several control center of the new employees must conduct a pre-job of "devil training", until they become the "Yiwu-pass."
Last year in November, receiving members were recruited to the Reception Center, Fang Xiuli. "One to the center, I received training, the training includes more than 10 business Yiwu basic workflow of common departments, more than 30 communities, major roads and regulating the distribution of terms, wiring standards." She said, "related to agriculture such as food safety, quality supervision, industry and commerce, health and Drug Administration and other departments, public complaints which food safety issues, I will immediately know which department to reflect this." she said.
To work better, Reception Center, the community also prepared maps of law enforcement agencies under the jurisdiction of maps, maps of major roads and the regulatory responsibilities of law enforcement documents. "Time is efficiency, we can not afford the staff are not familiar with all functional departments of the business delays in processing time." Reception Center, officials said.
How to Make 99% treatment rate
Baojing Rong Bao Zhai Cun is a Yiting villagers. One day early in March this year, he heard a friend say "96150" Ting Ling, try to make a phone, the complainant used the village water projects in the pipe have quality problems. Complaint, "96150" immediately this information to the relevant functional departments. After one day, the relevant functional departments of the staff came to Martin Zhaicun survey, the results did not pipe quality. "Although this is a trivial matter, but let me feel the true spirit of 96,150." Baojing Rong said.
This rapid response mechanism is how the form? Mainly by the internal and external oversight mechanisms.
In the Reception Center, has a special connection quality inspector post ---. To work every day, according to "Digital City, Yiwu, quality control standards", quality inspector must answer the members of each accepted record check and acceptance rate, scoring criteria, including whether the answer tone of indifference, whether the term not standardized, speed is too fast to affect the complainant's comprehension. Meanwhile, the Reception Center using performance appraisal management, more effective and rigorous implementation of management staff.
In addition, the Yiwu municipal government to work in the cities included in the number of year-end appraisal, the number of control centers on the admissibility stage, dispatch and processing and other business sectors, the work of the statistical analysis, a typical, hot, focus, and some protracted the question to the city to study and solve.
More importantly, digital city, "96150" to establish the beginning by the mayor personally, followed by the discipline inspection departments to achieve operational dock, discipline inspection departments to always know the voice of the masses of various departments to resolve the situation.
Through this platform, discipline inspection departments to fully and timely grasp of administrative law enforcement in illegal and as such is not the situation, help to find a breakthrough and increase the risk of handling decision-making capacity, but also further boost the effectiveness of various functional departments of Yiwu, and governance.