The first three months of opening in Hangzhou's first "do not do things" reflects what the window is done?

Zhejiang News Client reporter Ye Yilin Correspondent Li Mengmei

What should I do if I go to the government service hall and encounter difficulties?

In April of this year, Hangzhou West Lake Scenic Area set up the first "unsuccessful" window in Hangzhou to specifically solve the "difficult problems" in the service. Today, the window has been running for 3 months. Is the masses' reflection in this window?

Can do "outside the window"

Entering the Office of the Government Service Center, the first reception of the service table, the green logo of "‘ do n’t do things ’reflects the window” is very conspicuous.

On the account account, the 71 matters that have been taken over clearly indicate time, officer, officer needs, handler, handling, handling and satisfaction. So far, all 71 matters have been completed, and the satisfaction of the masses has reached 100%.

A total of 12 windows in the office hall are divided into different categories such as people's livelihood, comprehensive, traffic police, commercial, and citizen cards. A total of 807 government service services can be handled, and the number is really a lot. What else can I do in addition to the new window of "do not do things"?

The staff gave an example. In mid -June, an old couple came to the lobby and wanted to change their handwritten marriage certificate decades ago. "Can't do it" reflects the reception commissioner of the window, which reflects this problem.

The commissioner told them that they need to go to the government service hall with a wedding window or go to the marriage registration office of the Civil Affairs Bureau. In order to help the elderly reduce the burden, the commissioner helped the elderly to contact the closest place to handle, and asked the materials required clearly. You can do it in one trip.

"At that time, the uncle praised us. He said that the name of the window was particularly righteous." His service was recognized, and the reception commissioner Wan Yuanyi was very impressive.

When a "incomparable thing" is reflected in this window, someone helps to find a way. Wang Liangyan, deputy director of the Administrative Service Center of Hangzhou West Lake Scenic Area, told reporters: "We found in daily work that the needs of the masses are relatively complicated, and a single window may not be solved. This window is set up to help the masses solve complex problems." Provide it At the bottom of the service, paying attention to helping solve the problem of "outside the window", and letting things try to "do" is the original intention of this window.

"Complex matters" jointly organized

Simple consultation things can be done on the spot, and there are some more complicated things, and the window also has a way.

In April of this year, under the influence of the epidemic, some people had encountered difficulties in doing things. Hangzhou Xinmeizhao Biotechnology Co., Ltd. wants to change its equity. Corporate legal persons cannot return to Hangzhou in other places. Express delivery is also stagnant due to the epidemic.

In the anxiety of the organizers, they reflected the window for help from the "unsuccessful business". The reception commissioner found the service department, and immediately contacted the corporate legal person through WeChat to confirm the authenticity of the materials and lacked acceptance, which solved the urgency of the enterprise.

Small windows, big services. The window seems to have only one person receiving, but behind it is actually the "gang" team of more than a dozen people in the administrative service center, and can also connect to various relevant government departments.

For example, last month, a hearing disabled person came to the hall of the government service center. The guide found that there was obstacles to communication, and immediately opened the remote sign language translation software to help the reception commissioner communicate with him.

It turned out that he wanted to apply for public rental housing subsidies, but he didn't know if he met the requirements or how to apply. The reception commissioner told him that in accordance with the policy, the application for public rental housing subsidies requires a senior vocational skills certificate.

How can this certificate be obtained? Reception commissioner found colleagues from the Minsheng Security Department to help him consult the test approach.

"The research needs to be applied after training through training institutions. Worried that he was inconvenient to find himself. We helped him contact the human and social department and found a regular training institution." Just reflect it once, the window helps to contact the three departments. Solved the follow -up problem.

"In addition, there are some complex matters that cannot be solved in the window, such as the problem caused by historical problems. We also link to letters and visit the service to help the masses feedback and promote the solution of matters." Said Wang Liangyan, deputy director of the administrative service center of Hangzhou West Lake Scenic Area, said said With the window of "unable to do things", the conflict index in the second quarter of the work hall decreased by about 50%compared to the same period last year, which accelerated the efficiency of other windows, and also made the masses more worry -free.

【Reporter Notes】

"Checking and filling in the shortcomings" is also an innovation

During the interview, the reporter found that under the advancement of digital reform, the service concept and model of Hangzhou government service services are being transformed and upgraded, and there are more and more service measures such as "further" services such as "do not do things".

Offline windows promote online processing more popular. At the administrative service center of Hangzhou West Lake Scenic Area, the traditional window counter is transformed into an open -scale handling platform. The masses can "side by side" with the staff. Not only can they see the staff's full process operation, reduce doubts, but also facilitate the staff to guide the masses Through the mobile phone online, such as handling traffic police tickets, the staff taught once, the citizen learned, and the next time there is no need to run the hall.

The window is getting closer and closer to the masses. In Qiantang District, in response to the needs of industrial workers in the park, piloted the "embedded" administrative service station in the Hangzhou Pharmaceutical Port Town to build an industrial park, move the administrative service window to the entrance of the enterprise, and the enterprise can do things without the park. Digital running legs make "service find people". In the high -tech zone (Binjiang), the basic data pool of government affairs is used to form accurate portraits of user government services, and accurately grasp and predict the needs of the masses of enterprises. For example, if you apply for an elderly preferential treatment certificate, you have previously needed the elderly to apply for an application for application. Now it is already a new service for "data sharing -departmental card -made card -social workers to send cards".

From the opening of the nation's first comprehensive administrative service center, to "run once once", to digital reform, Zhejiang has been at the forefront of the country's exploration of service -oriented governments. The important "secret" is to continuously iterate and upgrade. The needs of the masses are there, where is our change.

It is also an innovation. From "you hand in the materials", to the "teaching office", "help office" and "active office", Hangzhou's administrative approval and government services have transformed towards active asking people in the people, popularizing digitalization processing processes, and helping to solve difficult problems. However, there are still problems such as uniform digital services and difficulties in difficult problems. The "do not do things" window must not only help the masses solve examples, but also become windows that collect the pain points of the people's conditions and feedback to reform, so that the "handling can not be done. "Things" rarely appear.

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