The residents went to the window on a hot day, and were told that "the materials were not uniform, and they couldn't handle it!"After a director heard ...

At the community affairs acceptance service center in Linfen Road Street

At 8 o'clock in the morning every working day

Wang Xiaoyu will reach the front desk on time

Check the lobby's certification equipment and background system

Accepting Service Center opens the door

She is even busy

After a while, I was "summoned" by my colleagues to explore the difficult business encountered

Receive residents who come to ask inquiries in a while

Native

Wang Xiaozheng, who keeps Qi Er short hair and walking, is the director of the community affairs acceptance service center of Linfen Road Street. He has worked here for 15 years. The impression that it is easy to give people a look at the government service field does not seem to be an easy -going field. But Wang Xiaoyun had a different way out. She leads the team to innovate the "Wang Xiaoyuan Working Method" of government services: with "Internet+Government Services" as a carrier, optimizing the service process and link of the acceptance of the service center, and exploring a series of for residents to do things "less running, not running the road, not running the road "A good way.

Entry recruit, bold innovation process

In 2007, 26 -year -old Wang Xiaoyi entered the work of the community affairs acceptance service center of Linfen Road Street, and was at a loss. At that time, the community affairs acceptance service center was a "relaxed" position: each salesman only needed to be responsible for one window, only responsible for handling one or more businesses.

It didn't take long for Wang Xiaozheng to discover the problem of this acceptance model.

Once, a resident came to accept the service center to handle the business and carried the original and photocopy. After viewing the window staff, the staff found that the materials brought by the residents were missing and could not be handled. The residents became angry at the time, and in the lobby: "I called and asked before, you didn't say it, I still need this information!" It turned out that the residents met the conditions for handling the two businesses at the same time, but because of the acceptance service center at that time There is no connection model between specialized windows and business and business. The employees do not know that residents also have to handle other businesses, which causes residents to "run round -trip" in order to get the materials. Similar things actually happen from time to time. The resident had to go home again to get supplementary materials.

It was summer and the weather was hot. When Wang Xiaoyi received the material, the resident's sweat had wet the materials paper. This scene touched Wang Xiaozheng a lot. "To let the people run less, the 'barrier' between the business lines must be broken."

However, the management of the community affairs acceptance service center at that time was relatively extensive. How should a resident's affairs be accepted? There is no information to be checked, and there is no book to follow. More than 50 affairs means that there may be more than 50 ways to accept.

At that time, Wang Xiaozheng had just stepped on the position of the person in charge of the acceptance service center. In addition to doing a good job of management, she took the initiative to study, and the business windows were working. After more than a year, she is familiar with and mastered the operation process of all business.

With a drum, she wrote the operation process and service specifications of these business windows as information, and carried out training among employees of the acceptance service center.

After a round of training, by 2016, all the windows of the Linfen Road Street Community Affairs Acceptance Service Center can accept all transactions. The acceptance service center has also become the first community affairs acceptance service center with 100%comprehensive window in Shanghai. "No matter what business to handle, it can be accepted by any window, and the convenience of doing things is greatly improved."

Tingt the team to achieve quality and efficiency

In 2018, Shanghai vigorously implemented the "city -through office", that is, ordinary people can handle the service center of any community affairs acceptance in the city. After the implementation of the city's general office, the work can also be increased from 58 dramas to nearly 200 items.

The people's work was more convenient and more accessible; but the people's initiatives had become the "big test" of various community affairs acceptance centers at that time. "How to do it well and fast!" It became a hurdle in front of many acceptance service centers.

At this time, the relevant municipal departments were surprised to find a set of data in a data table: After the implementation of the "City General Office", the business volume of the Linfen Road Street Community Affairs Acceptance Service Center suddenly increased by 30%. "How did the community affairs acceptance service center respond to rising business volume?" With this question, relevant municipal departments visited Linfen Road Street Community Affairs Acceptance Service Center and found that a new round of innovation has been quietly launched here.

The core of accepting affairs is people, the key to improving quality and efficiency is to seize the improvement of employees' business literacy. Wang Xiaozheng innovated the training strategy of "three firsts and three poses": that is, "high frequency and low frequency", make full use of the background data analysis, and often strengthen the high -frequency matters with an annual amount of more than 500 pieces. Training; "first large category and then small category", focusing on systemicity and associations in the setting of courseware, and teaching the classification of large mouth business and single business; Testing and competent evaluations, trials and followed the data three months later to help them improve and improve them.

为了激励员工提高效率，王晓珺还摸索出一套“多劳多得、优绩优酬”管理秘诀：通过后台数据海量挖掘、指标体系建模，以“工作数量、工作效率、工作价值量、服务评价、 The quality of the work quality "five dimensions, including the five dimensions, and automatically generate a list of real -time performance assessment every month.

Under the leadership of Wang Xiaoyu, a team of employees who have been strong and dare to fight for the business of the community affairs acceptance service center of Linfen Road Street have emerged. Since 2018, 26 employees of the acceptance service center have handled more than 100,000 business each year, and the per capita acceptance volume has been leading the city. Make residents comfortable and convenient to do things

Wang Xiaoyun has been in the post of community affairs acceptance service center for 15 years. Her innovative ending points are all concerned about the details of residents' work.

At the community affairs acceptance service center of Linfen Road Street, when you see the residents waiting for the work, the staff will take the initiative to ask what kind of affairs to do. Some residents just come to consult. After asking the affairs, the staff will hand over a tailor -made work tips. The tips will specify the materials and simple processes required for this business. You can go home with the tips to prepare the materials to ensure that the materials of most residents are "in place" to prevent them from running repeatedly.

The "invention" of the work tips is from Wang Xiaoyu's observation of the residents. It turns out that when residents come to work, they will receive a unified version of the service guide. On several occasions, Wang Xiaozheng observed that some older aunts and uncle got the unified version of the service guide and couldn't see it at all, and he stuffed it into his pocket. After asking, she learned that they felt "too many words and could not understand." As a result, she had the idea of ​​preparing a more concise work. By sorting out a business, Wang Xiaozheng expressed the policy in the form of oral language. Some policies were not written in but the people cared for. Essence All tips are electronic and can be retrieved and printed at any time.

In 2019, Shanghai implemented the "One Netcom Office". Wang Xiaoyi heard some white -collar residents reported that he wanted to do things at night, but the acceptance service center had closed. In early 2020, Wang Xiaozheng and his colleagues created the first "One Netcom" demonstration store in the Municipal Big Data Center. It was put in the 24 -hour self -service self -service terminal, so that residents were allowed to "go". The 24 -hour self -service self -service terminal operation mode was later replicated and promoted in the city. The self -service area of ​​Linfen Road Street Community Affairs Acceptance Center currently has an average monthly acceptance of over 2,000, accounting for nearly 30%of the total acceptance, and resident satisfaction has reached 99.99%.

At the beginning of June this year, the acceptance service center was reopened. Considering that the residents had accumulated a lot of business in the past two months, Wang Xiaoyi led his colleagues for several exercises. She also invited the staff of the residential district to "play" the residents who came to handle the business, from entering the door, checking code, and handling business ... each link was rehearsed. On the right, I have experienced some scrutiny. Such a detailed preparation ensures the order of residents on the first day of opening up.

"Government service is also a service, to adapt to residents, rather than letting residents adapt. We must always stand on the standpoint of the residents and find a way to make the residents work comfortably and conveniently." Wang Xiaoyi said.

Liberation Daily · Shangguan News Original manuscript, reprinting without permission

Author: Tang Yan

WeChat editor: Jiasinmin

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