(May 28, 2024)
JDCAB G [2024] No. 5
During his inspection in Shanghai, General Secretary Xi Jinping put forward the important concept of "the People's cities are built by the people, and the people's cities shall serve the people", endowing Shanghai with a new mission to build the people's city in the new era. To this end, with the construction concept of focusing on completing "the last-kilometer" steps to facilitate the masses and creating a "15-minute government service circle", by relying on the achievements of the "Government Online-Offline Shanghai" platform and Shanghai community affairs acceptance information system, and guided by the needs of community affairs acceptance operation management and service extension, this District shall build a data integrated and diversified information system, create the Jing'an Neighborhood Assistance brand, and broaden the service channels, and now formulate these Guiding Opinions on the basis of the actual work of this District.
I. Guiding Ideology
With Xi Jinping Thought on Socialism with the Chinese Characteristics for a New Era as the guidance, this District shall deeply implement the important concept of "putting the people first", comprehensively implement the spirit of General Secretary Xi Jinping's important speeches during his inspection in Shanghai, implement the requirements of the Municipal Party Committee and the Municipal People’s Government on optimizing the business environments and promoting the digital transformation of governance, accelerate the promotion of the high-quality development, continuously deepen the reform of the “Government Online-Offline Shanghai”, and further promote the standardization of the government service operation and the facilitation of the public affairs. This District shall build a comprehensive, all-domain and all-channel service system that is ubiquitously accessible, so as to promote the accessibility and proximity of the government services, and continuously improve the capacities of the grassroots government services.
II. Main Tasks
As an important component of Shanghai's “Government Online-Offline Shanghai” platform, the community affairs acceptance is the front-line of the government service for the people. In the recent years, Jing'an District has promoted the grassroots handling of the personal government services that are frequently needed by the masses and can be effectively undertaken by the grassroots units. This District shall pilot the remote virtual window service modes in the residential committees or buildings and parks with the conditions and needs, extending the matters of the community affairs acceptance service centers to the residential committees and the other places, creating the Jing'an Neighborhood Assistance brand, and effectively solving the "last 100-meter" problem of the public affairs.
1. The Comprehensive Office of Jing'an Neighborhood Assistance
1.1 Implementing the local standards and strengthening the level of standardization construction.
This District shall take the Service Standards for the Construction of the Community Affairs Acceptance Service Centers (Shanghai Local Standard, DB31/T467-2018) as the standards, with the five aspects of service organizational structure, hardware facility configuration, service requirements, management system and performance evaluation as the breakthrough points, further implement the spirit of the Opinions of the General Office of Shanghai Municipal People's Government on Further Strengthening the Standardization Construction of the Community Affairs Acceptance Service Centers (SMPG GO G [2013] No. 50), promote the standardized construction of the community affairs acceptance service centers in the whole District, so as to comprehensively improve the level of the government services. At the same time, this District shall, utilizing the "good and bad reviews" system, via the methods such as reviews by clicking on the tablet computers, following up on the reviews with short messages and online reviews, let the residents provide good and bad reviews of the service qualities, so as to accurately improve the level of service for the people.
1.2 Implementing the "three one and two whole" mechanism and doing a good job in "one-stop acceptance".
According to the guidance of the Municipal Civil Affairs Bureau, this District shall comprehensively implement the "three one and two whole" acceptance service, which includes the online “Government Online-Offline Shanghai” platform, and the offline "one-stop management, one-stop handling, one-stop acceptance, the whole year service and the whole city service". The one-stop management requires that the staff of the acceptance centers be uniformly managed and allocated by the centers, with no staff of the other departments stationed there. The "one-stop handling, one-stop acceptance" means that the acceptance centers shall handle 198 matters (dynamically adjusted) uniformly transferred from 11 municipal committees and bureaus to the acceptance centers, which use the unified acceptance system to accept once for all the business from 11 lines in the comprehensive windows. The whole year service refers to the unified service hours of all the sub-district office and township acceptance centers, implementing the work system of the whole year service for 365 day, which includes providing services to the public on weekends and national holidays.
1.3 Realizing "the whole city service" and continuing to promote “Government Online-Offline Shanghai” platform.
At present, 197 personal government affairs have achieved "the whole city service" (dynamic adjustment), and the residents can choose any community affairs acceptance service center in this District to go through the formalities nearby. All the sub-district and township acceptance centers shall do a good job in timely response and acceptance of the "separated acceptance and handling" and "“Government Online-Offline Shanghai" platform handling cases. At the same time, in order to achieve the goal of "more data circulation and fewer people running errands", on the basis of "the whole city service", all the sub-district and township acceptance centers shall set up the self-service zones for the “Government Online-Offline Shanghai” platform service and "24-hour self-service points" to achieve the full coverage of all the sub-districts and township, effectively improving the effectiveness of the government services.
2. Providing Jing'an Neighborhood Assistance Nearby
2.1 Configuring unified devices.
On the basis of the first inquiry reception windows of the neighborhood committees, this District shall set up the service point identification signs for Jing'an Neighborhood Assistance, and provide intelligent dual screen all-in-one machines and printers, which are connected in real-time with the call evaluation system data interface. And through remote connection with the acceptance centers, the staff of the acceptance centers shall actually handle the matters, and the neighborhood committee staff shall assist in handling the matters (doing the auxiliary work such as ID card number acquisition, scanning and printing).
2.2 Establishing a material circulation mechanism
This District shall refine the remote acceptance matters on the basis of the handling requirements, complexity of the procedure and material contents, and set up a material circulation mechanism, clarify and standardize the material circulation process, ensuring that the residents can enjoy the remote service at the service points while meeting the work material requirements of the various committees and bureaus.
2.3 Doing a good job in dynamic management
All the sub-district offices and township shall, on the basis of the actual needs of the residents and taking into account the local situations, set up the service points in the commercial parks, buildings, Party and mass service centers and the other places, with the neighborhood committees as the main service venues for the "nearby service". At the same time, this District shall optimize and improve the management system of the remote acceptance equipment, with the dedicated personnel responsible for carrying out the regular inspections, real-time maintenance of the information of the newly built points, changed points, and closed points, and timely updating the "Suishenban" app government map information to ensure the normal operation of the remote equipment.
3.Providing door-to-door Jing'an Neighborhood Assistance
3.1 Establishing the service lists
On the basis of the District-level service list, all the sub-district offices and townships shall expand their service targets and increase the service items according to the actual situations in their jurisdictions. This District shall encourage the community collaboration, and the sub-district offices and townships with conditions to refine and extend their handling matters, screen and classify the handling matters, and clarify the difficult and easy handling matters. For the simple procedures such as medical insurance and medical records, they may arrange the assistance consultants, elderly care consultants, volunteers, and so on for assistance. By linking the acceptance centers with the residential areas, this District aims to further enhance the efficiency and convenience of the services.
3.2 Standardizing the workflow
According to the service mechanism of the door-to-door Jing'an Neighborhood Assistance, all the acceptance centers shall provide personnel training and strictly follow the workflow to provide the extended services, forming a closed loop through the "discovery, review, assistance and evaluation" mode. The specific process can be referred to as follows:
3.2.1 Discovery:
Finding the residents in the jurisdictions who require on-site assistance through multiple online and offline channels.
3.2.2 Review:
Through the system review of the applicants' actual situations, determining whether the applicants and their matters meet the handling requirements. If they do not meet the on-site assistance requirements, explaining the relevant situations to the applicants.
3.2.3 Assistance:
Arranging the specific time, explaining the materials and procedures required for the handling matters, and providing the on-site assistance services to the qualified applicants.
3.2.4 Evaluation:
Arranging the follow-up evaluation after handling the matters.
3.3 Improving the service system
The target applicants for the "door-to-door service" are mostly the specific groups with limited mobility. After the application procedures are completed, the acceptance centers shall continue to track the entire handling process, such as the subsequent approval process, to ensure the implementation of the policies and doing well the good things and doing effectively the practical work.
III. Work Requirements
1. Strengthening organization and leadership
All the sub-district offices and township shall fully recognize the importance of providing the Jing'an Neighborhood Assistance series of services, strengthen the organization and leadership, coordinate the departments, implement the responsibilities at all the levels, and ensure that the relevant work is implemented effectively. This District shall establish the corresponding working mechanisms, strengthen the work forces, and effectively improve the level of the government service work.
2. Improving the operational mechanism
This District shall, combining the "policy finding the people" help and assistance model in the whole District, discover the residents’ needs through multiple online and offline channels and form a working mechanism. At the same time, this District shall clarify and standardize the operational procedures for each link of the Jing'an Neighborhood Assistance series of services, including clarifying the handling procedures, material lists and the circulation norms, continuously improving the relevant systems for the extended services, and enhancing the service efficiency.
3. Strengthening personnel training
This District shall establish a personnel training mechanism, effectively regulate the service acts, implement the service responsibilities, regularly conduct high-frequency business training, and convey the procedures and the latest policies for handling the relevant matters. At the same time, all the acceptance centers may regularly conduct the on-site experience sharing and exchange of the Jing'an Neighborhood Assistance to help the personnel improve their comprehensive acceptance service capabilities from multiple perspectives and dimensions, and promote the standardization, institutionalization and professionalization of the Jing'an Neighborhood Assistance series of service work.
4. Increasing publicity and promotion
This District shall actively carry out online and offline publicity from multi angles and with multi channels, widely publicizing the effectiveness of the Jing'an Neighborhood Assistance series of services, expanding the public awareness of the Jing'an Neighborhood Assistance service points and on-site assistance, further deepening the Jing'an Neighborhood Assistance service brand, and forming the Jing'an Neighborhood Assistance series of service mode.
5. Promoting service innovation
On the basis of promoting the full coverage throughout the District, this District shall encourage all the sub-district offices and township to carry out exploration and innovation on the basis their own work realities, and improve their service level. This District shall further explore the application scenarios of the Jing'an Neighborhood Assistance series of services, strengthen the dynamic monitoring of the disadvantaged groups, enlarge the service population, and improve the efficiency of the government services.