First push Beijing "5W+H"! Changping social security creates a "model room" for consulting services

The Party's Report to the 20th CPC National Congress proposed to improve the basic public service system and improve the level of public services. Changping Social Security Center closely combines the actual work, innovates the concept of consulting service, continuously improves the service efficiency of social security agencies, and strives to create a "model room" for standardized consulting services. Consulting services mainly include telephone consultation and on-site consultation, covering various social insurance policies and regulations, handling procedures, software operation, social insurance registration, collection, transfer, social security card management, rights and interests inquiry and other personalized needs, providing more convenient and caring services for 47,400 insured units and more than 3 1.2 million insured personnel in the whole region. This year, Changping District Social Security Center has newly set up a consultation and guidance desk, which is equipped with equipment such as an appointment number machine, a printer and a copier to provide free services for enterprises and the masses. Pay attention to special groups such as the elderly, the weak, the sick and the disabled, and add facilities such as wheelchairs, reading glasses and maternal and child rooms to provide them with all-round barrier-free services. The average annual telephone consultation volume of Changping Social Security Center is about 6.5438+0.35 million times, with an average of 520 times a day and a maximum of 690 times a day. The average on-site consultation volume is about 56,000 person-times, with the highest daily average of 280 person-times. To this end, Changping District pioneered the "5W+H" consulting service model in the city. 5W, that is, record the caller, problem type, occurrence time, insurance place, problem content and other information in detail; H(How) means to make an accurate judgment and give an accurate answer after passing the main statement or inquiry. In order to ensure accurate and timely answers, Changping Social Security Center also regularly organizes business personnel to carry out exchanges and discussions around the issues involved in telephone consultation, randomly checks telephone recordings, and timely standardizes the answer standards and unifies the answer caliber for the problems found that the answers are not standardized, the call time exceeds 10 minutes or the consultation frequency is high. For on-site consultation, Changping Social Security Center assigned special personnel to provide services such as on-site number retrieval, hall guidance, policy and business answers, hot consultation collection, and feedback on consultation difficulties in the social security hall, and set up a business guide reading and business operation area in the hall to make "social security convenience service signs" around the problems of high consultation frequency, many operation steps and strong policy. At the same time, set up a special window for agency and difficult issues to provide "nanny-style" services for people who have difficulties in handling business. The social security consulting service in Changping District implements a 7×24-hour working system, and the social security center has formulated six consulting service working systems, including consulting norms, business resumption, case analysis and business training. Especially for a few businesses that are difficult to handle, according to the principle of first inquiry responsibility system, full-time staff are required to answer and do the first inquiry work well. From the first pick-up to understanding the problem, to coordinating relevant departments, and finally to the completion of the business, the first person in charge should follow up the whole process. Changping District Social Security Center has also established a database of consultation questions according to various problems encountered in daily business handling and reception consultation, which is continuously and dynamically updated to provide standardized business guidance for consulting services. For some complicated social security services, Changping Social Security Center has opened an "online material pre-examination" channel, and the staff can send the materials to the designated mailbox of the consulting service in advance. After the preliminary examination, if it does not meet the requirements, there will be full-time staff to contact and provide assistance to avoid the phenomenon of staff running back and forth due to material problems.