the "face-to-face handling" mechanism has shown results. liangxiang town, fangshan, has done a good job of handling complaints immediately.
2024-09-25
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in the past six months, among the more than 300 streets and towns in the city, liangxiang town in fangshan district has basically remained in the middle of the rankings for handling complaints immediately. previously, it was often in the lower half and occasionally ranked last. how did the performance improve? the "face-to-face handling" mechanism played a significant role.
on the morning of september 23, four representatives of the owners of the yunjingtai phase ii community came to the liangxiang town government holding two silk banners. "the water supply pipeline in the community has been renovated, and the scale and other problems have been completely solved. thank you to the town government for coordinating with various parties and working backwards to advance the work. thank you for your hard work!" mr. qin, the owner representative, said to zhu jingjing, secretary of the liangxiang town party (work) committee.
the owner's representative presented a banner. photo provided by liangxiang townafter receiving the silk banner, the cadres of liangxiang town party committee and government held a brief and efficient face-to-face discussion with the owners' representatives. the owners raised demands related to building a new school and improving transportation services. the cadres analyzed and judged each one, identified the responsible departments, and planned solutions. many heads of the town government departments have added wechat with the residents' representatives.
liangxiang town is located in the southern part of fangshan new town. there are many commercial housing estates, resettlement communities, and 16 villages. the population structure in the town is complex and the people's demands are diverse. in march this year, liangxiang town began to reform its complaint handling work. the staff of various departments changed from "receiving complaints" to "collecting complaints", went to the masses to collect demands, and reported them at the daily dispatch meeting. the purpose is to solve the problems in the "bud" stage. after receiving the 12345 complaint, the citizen complaints handling center must also find the relevant departments as soon as possible, get in touch with the residents as soon as possible, and understand the situation face to face. this is the origin of the "face-to-face handling" mechanism.
before the water supply problem in the community was solved, mr. qin and zhu jingjing met many times and often communicated on wechat about the progress of the renovation project. "when i first found out that there was a water supply problem in the community, i was very dissatisfied and called on the owners to call 12345..." mr. qin said. after receiving the request, zhu jingjing went to the community to meet with the owners, and also went to the residents' homes to get a pot of tap water to see the color of the water, and boiled it to see if there was much scale...
in the half year since the implementation of the "face-to-face handling" mechanism, liangxiang town has accumulated a large number of typical cases. combined with the cadre quality improvement project, the town will "explain the law through cases", adhere to the principle of "the people have something to say, and i have something to respond to", establish a clear orientation of solving problems at the grassroots level, and promote all cadres to improve their ability to handle complaints immediately and better serve the people.
source: beijing daily client
reporter: chen qiang
