Provincial Human Resources and Social Security Inspection County Social Security Service Center

The social insurance service window is a grassroots unit that directly serves enterprises and the masses. It is a bridge and link between the party and the government and the masses. According to the Wenzhou Municipal Labor and Social Security Bureau's "Wenzhou Municipal Labor and Social Security System Creation Detailed Rules for Assessment and Scoring of High-Quality Service Window Activities" (Trial) (Wenlao Discipline Supervision [2006] No. 100 and "Notice on Issuing Implementation Opinions on Establishing High-Quality Service Window Activities in County Social Security Service Centers" (Tairen Labor Society [2006] No. 76 No.), our center is guided by the important thought of "Three Represents" and takes the opportunity of "consolidating and maintaining the results of educational activities to maintain the advanced nature of the Communist Party of China" to enhance service awareness, improve work style, and improve work efficiency. Administer strictly in accordance with the law, with the goal of providing satisfactory services to the masses, face-to-face, considerate, and provide civilized, honest, enthusiastic, and positive high-quality services to insured persons and retired employees of enterprises, creatively carry out activities to create high-quality service windows, and effectively The work carried out in the past year is summarized as follows:

1. Actively organize and guide and create a learning atmosphere

Employees are high-quality services. The creator is the shaper of the image of social security. Our center aims to create a "high-quality, efficient, honest and harmonious" social insurance agency, and strives to establish a social insurance agency through multi-form, multi-angle and multi-level educational activities. To support a team of employees with "political prowess, excellent work, clean work style, strict discipline, and good professional ethics", we have planned and carried out the "Look more in the mirror, look less in the flashlight" and "My work is error-free. A series of activities such as "Service to Your Satisfaction", motivating employees with ambitious goals, leading employees with excellent leadership, and influencing employees with the power of example. Communist Party members fully play a pioneering and exemplary role in these activities and maintain high-quality services and demonstrated its advanced nature. The party branch actively carried out a series of theme activities such as creating a learning party branch, striving for excellence, and two obvious activities, and played a vital role in strengthening basic management and modernizing business management methods, adopting centralized training and self-study, In December 2005, all employees of the center were organized to participate in the province's insurance agency staff qualification examination through a combination of tutoring, seminars, and exchanges. The head of the department went to Ruian, Yongjia, Dongtou and other advanced units for high-quality services to conduct inspections and studies; in the past year, we organized all cadres and workers to study intensively 17 times. At the same time, we also purchased the "Practical Book of Standardized Construction and Innovation Management of Social Security Centers" (1, 2, 3). , 4), "Work Injury Insurance Handbook" and other business or quality education books to expand the knowledge of employees. Employees said with deep feelings: In social security work, not only is there an atmosphere to do a good job, but also personal knowledge, ability, and quality. There will be better development opportunities in other aspects.

2. Improve working systems and standardize service behaviors

Improving rules and regulations is the need to realize scientific and standardized management of social insurance agencies. We closely combine the creation of high-quality service window activities with the strengthening of internal management, integrate experience, measures and new concepts into internal management and business handling work, and carry out system innovation. The "Taishun County Social Security Service Center Quality Service Window Construction Responsibility System" has been formulated and improved, including the "Supervision and Inspection Work System", "Target Management System", "Service Disclosure System", etc., forming a scientific decision-making and effective system. order management and efficient service operation mechanism. We have also formulated a series of service specifications based on job settings, job responsibilities and service scope, which are hung in obvious locations in the service hall. For example, staff are not allowed to arrive late or leave early without any reason, or leave their jobs without permission; Argues with service recipients or behaves rudely; you are not allowed to do things unrelated to work during working hours; you are not allowed to shirk the blame, muddle through, or delay work; you are not allowed to take advantage of work to ask for cards from service recipients. In order to ensure that the service is in place, we have implemented five hard measures. First, use standardized terms uniformly, eliminate taboo words and inappropriate expressions, and give the insured units and insured persons a sense of intimacy. The second is to implement the first inquiry responsibility system and the service commitment system, and carefully review the materials provided by the public. If there are missing materials or do not meet the regulations, all the requirements and precautions for accepting the certificate will be clearly informed at one time. The third is to promote service with a smile, so that people come with doubts and return satisfied. Fourth, except for confidential documents and data, all business handling contents will be made public. The fifth is to extend window services to the service target sites and implement tracking services, appointment services and door-to-door services.

3. Increase capital investment and improve the office environment

In order to create a spacious, bright, fully equipped, convenient and warm service environment, we insist on focusing on hardware and software together. Since October 2005, with the strong support of the Provincial Department of Social Security and the county and county governments, we have tried every means to raise more than 300,000 yuan in funds and started to build a service hall. In May this year, we completed the service hall with an area of ??more than 200 square meters. Put into use, it has effectively changed the scattered, crowded and chaotic office environment in the past. In order to further realize the standardized service process of pension, medical care, unemployment and work-related injury insurance, it has simplified the registration and declaration procedures, implemented one registration, one window for registration and declaration, and one for payment. Cardinal's one-stop service provides the hardware foundation, and at the same time comprehensively updates the original old and slow computers, which greatly improves the efficiency of window services.

4. Pay attention to detail services and highlight humanistic care

In order to reflect humanized services, we have policy and business consultation, collection, benefit payment, and auditing in the service hall The business reception work area is equipped with various ancillary facilities and appliances such as air conditioners, water dispensers, rest seats, sofas, writing desks, pens, and paper. Business processing procedures, processing conditions, processing procedures, service standards, processing time limits, etc. are posted on the wall. Various format documents and convenient service guides are also provided for the convenience of service recipients. Open office spaces, low-counter offices, modern equipment, and friendly service facilities deliver caring services to the people who come to do business. At the same time, we have established the concept of "seeing the truth in the subtleties, and building an image in the service", requiring all employees to be unambiguous in every detail, from service terms to appearance, from service environment to personal service capabilities. Not only should they be proficient in their own business, but they should also be familiar with the work procedures and requirements of relevant departments. In terms of service attitude, we have achieved a smile, a warm greeting, and a warm reception; sincere reception with zero distance, sincere service with zero errors, and sincere service with zero complaints.

In order to better reflect humanistic care, since 2004, we have made various efforts and obtained support from local taxation, ICBC and other departments. ICBC assigned dedicated personnel to work in our center to collect insurance premiums, which changed the implementation Since the income and expenditure lines have been divided, insured persons have to go back and forth between social security and local taxes to participate in insurance and pay cumbersome procedures; many times, business personnel from relevant departments have been organized to Wenzhou Yongzhong Immigration Point, Wenzhou Municipal Party Committee Veteran Cadre Activity Center, Yuhuan County and other places for on-site processing Insurance premium reimbursement procedures, and go to relevant towns and enterprises to conduct on-site office work. And actively set out to create the Taishun Personnel, Labor and Social Security Network, and browse and query relevant social insurance policies and regulations, business processes, service instructions, etc. on the website, gradually extending the connotation of "my service satisfies you".

5. Adhere to both correction and construction, and improve the supervision mechanism

We leave it to the service recipients to evaluate the work style and service quality, and urge the staff to report whether the people are satisfied or not, Being happy or unhappy is the starting point and final point of creating a high-quality service window. To this end, four measures are taken: First, through various forms, the basis, procedures, conditions, and time limits for completion of the work are disclosed, a consultation desk and a consultation phone are set up, and two comrades who are familiar with policies and business are designated to do the reception work. Second, the commitments and convenience measures are deployed, implemented, and inspected together with the business work. A relatively complete system and regulations have been established from the formulation of measures to supervision and inspection, which effectively ensures that all measures are implemented. The third is to strengthen social supervision. A work supervision group has been established, a supervisory opinion book has been set up, a reporting hotline has been announced, complaints, opinions and suggestions from the masses have been accepted, a public bulletin board has been set up, and we insist on the principle that "every complaint must be justified, and every justification must be resolute". Fourth, 13 experienced and professional performance supervisors were hired from the public, issued letters of appointment, empowered, and inspected at any time. Supervisor symposiums are held regularly to listen to opinions and suggestions.

By solidly carrying out activities such as "My Service Satisfies You" and other activities to create high-quality service windows, the service awareness of the entire center has been significantly enhanced, working methods have been significantly improved, work efficiency has been significantly improved, and the quality of the team has been significantly improved, and has received various awards. We have received unanimous praise from insured units and individuals. The satisfaction rate of insured persons with our services has reached over 98%, establishing a good image as a social security service window. The social insurance industry has also been further developed. By the end of October this year, the number of people participating in pension insurance in our county reached 21,783, and a net increase of 780 urban employees participated in the insurance, completing 156% of the number of tasks assigned by the city; participating in medical insurance The number of people participating in work-related injury insurance is 14,939, a net increase of 775 insured persons, completing 110.7% of the number of tasks assigned by the city. The number of people participating in work-related injury insurance is 10,575, a net increase of 400 people, completing 100% of the number of tasks assigned by the city. The social insurance fund has shown slight savings every year. By the end of October, the cumulative balance of pension insurance was 28.73 million yuan, of which the cumulative balance of urban employee pension insurance was 17.06 million yuan, with a payment capacity of 8.5 months; the cumulative balance of pension insurance premiums of public institutions was 11.67 million yuan. . The cumulative balance of basic medical insurance is 26.24 million yuan; the cumulative balance of work-related injury insurance is 1.76 million yuan; since the new implementation of socialized pension payment, pensions for retirees have been paid in full and on time.

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