Measures to deal with existing problems immediately after receiving complaints

It is not enough to "feel with your heart" in working ideas and methods. There is a gap in ideological understanding, simplified working methods, and "superficial" problem solving. When dealing with citizens' demands, they are not skilled in business handling, lack patience and meticulous guidance in communicating with the masses, and fail to explain policies and regulations in place. The work linkage is not close, and the problem of multi-department joint handling is encountered. The role of the lead department has not been fully exerted, and the sense of joint cooperation is not strong.

Second, measures

1. Improve the working system. Attach great importance to the work of "handling complaints immediately", supervise at a high level, and compact the system of "covering villages with pieces". The film leaders regularly supervise and inspect the villages covered, regularly analyze and judge the villagers' demands, and effectively improve the quality of documents. Conduct exchange and sharing activities from time to time, analyze and interpret typical cases, promote the settlement of complaints, comprehensively analyze the handling of complaints every month, and actively build a government that the people are satisfied with.

2. Adhere to the problem-oriented principle. Respond to the needs of the masses at the first time, do a good job in service guarantee, improve emergency plans, solve emergencies and special group demands, and do a good job in opening up green channels. Establish a big data map of people's feelings during the epidemic, and give full play to the role of grassroots party organizations as a fighting fortress, relying on the precise assistance of grid workers.

3. Smooth information reflection channels. Don't shirk and slack off on 12345' s telephone calls, online public opinions and mass demands, and work together online and offline to be a "windward ear" to listen to the voices of the masses. Use WeChat group, big data information account and other means to play the role of grid workers, building owners and volunteers, and collect people's demands through home visits, telephone inquiries, consulting property companies and other means to ensure that there are channels to reflect and the people accept them at the first time.

4. Respond to demands actively and patiently. Pay attention to the individual needs behind the appeal, improve the quality of the accepting personnel, understand every need and problem of every citizen with heart and emotion, and form an accurate and detailed list of questions. In the face of people's confusion about epidemic prevention policies, it is necessary to do a good job of explanation, comfort the people psychologically in time, and alleviate the anxiety caused by the epidemic.

Third, meaning.

Immediate handling of complaints, a new term of government affairs, refers to the establishment of a rapid response mechanism for people's demands, and the sub-district offices implement "immediate handling of complaints" on matters within their responsibilities. Sub-district offices shall promptly accept the reasonable and legitimate demands of citizens reflected by public service hotlines, media exposure, the Internet and third-party assessment agencies, and within the scope of their duties, they shall immediately deal with complaints after receiving them; Cross-regional and cross-departmental matters, responsible for coordinating and dispatching functional departments of the municipal and district people's governments and public service enterprises.

legal ground

Regulations of Beijing Municipality on Immediate Handling of Complaints.

Article 3 The petition work shall adhere to the people-centered development concept, follow the principles of Party building leading, reform and innovation, shifting the center of gravity, and linking up and down, establish a petition work system under the leadership of Party committees, government responsibility, democratic consultation, social coordination, public participation, legal guarantee, and scientific and technological support, and promote the formation of a social governance pattern of * * * construction * * *.