This place that is frequently praised by residents is the Community Affairs Acceptance and Service Center of Pengpu Xincun Street in Jing'an District (hereinafter referred to as the "Center").
In recent years, the center has focused on the "key little things" that are related to the immediate interests of the people, and has continuously explored new technologies and methods such as smart call systems and door-to-door remote assisted service to help the people reduce their sense of frustration, enhance their sense of gain in "less travel and get things done quickly", and create a service platform with "the best service and the most satisfactory people".
this year
The center has handled more than 79,000 business cases in total. Among them, "one-stop service" handled more than 600 cases, "remote assisted service" handled more than 3,500 cases, and provided consultations for more than 5,000 cases. "Door-to-door service" handled more than 50 cases. The positive rate of public services reached 99.99%.
"Selective call pending" + "service front-end", the service process is more streamlined
"As soon as I swiped my ID card, my number was automatically at the front of the queue." Retired soldier Liu never expected to come to the center to handle business and enjoy the convenience of the "green channel."
It turned out that through inter-departmental data sharing, the center included more than 1,500 elderly people living alone, more than 2,000 severely disabled people, more than 4,200 retired soldiers and recipients of special care in the subdistrict jurisdiction into the first batch of "priority service" care lists, and their information was directly imported into the call system.
When these "priority service" objects come to the center and get a number with their IDs, they can enjoy the heart-warming "green channel" service of "number insertion + priority" through the intelligent management and flexible configuration of the number calling system.
In the process of accepting daily affairs, it often happens that "when I sit in front of the window to handle business, I realize that I forgot to bring the materials. I quickly go home and make up the materials before coming back, and I need to get a number and queue up again."
To this end, the center customized and developed the "selective call hold" function based on the existing queuing system. The staff can suspend the registration for residents who need to complete the materials. When the residents come to the central service hall again on the same day, they can find the original staff to renew the registration.
According to the relevant person in charge of the center, long-running services such as low-rent housing processing usually take an hour from acceptance, form filling, review to entry, which will greatly extend the queuing time of subsequent personnel.
After using the "selective call hang" function, when encountering low-rent housing business, you can "hang" first, guiding residents to fill in the form nearby, and at the same time, use the gap in the residents' form filling to call the next number. After the resident form is filled out, call the unprocessed number again to continue processing. This not only greatly shortens the waiting time of residents, but also improves the processing efficiency.
"I just want to come for consultation, do I have to queue up to get a number?" Faced with residents' questions, the center stepped up its efforts and innovatively launched the "service pre-order" function based on the existing queuing system.
When there is a call for consultation or the visitor clearly states that he only consults but does not handle business, the center staff can accurately push the information required for the business point-to-point through mobile phone text messages, providing "zero-run" service for the caller and "no waiting" service for the visitor.
At the same time, the center also integrates all the information required for business, and connects to systems such as queuing, good and bad reviews of public services, and service guide management through the service management PAD to realize functions such as performance management, intelligent guidance, service assistance, and policy message push, so that services can be front-loaded again.
Heart-warming renovation + "door-to-door assistance", humanized service environment
The comprehensive window is adjusted to a central centralized type, making the hall more open and bright; the intelligent file exchange cabinet in the 24-hour self-service area enables 24-hour self-service access; a new guidance area is added at the number-taking area to divert traffic in advance and optimize the service flow; the stainless steel benches are upgraded to soft sofas; direct drinking machines and air purifier equipment are added; an independent mother and baby room is opened...
This year, the center launched its second all-round upgrade and renovation project, creating a warmer and more comfortable service environment by adding lighting facilities, installing soundproofing cotton, adding barrier-free handrails, and transforming the aging-friendly environment.
While improving the overall environment and service level of the center's service hall through upgrading and renovation, the center also provides "zero-distance" services through "door-to-door assistance" for the elderly, weak, sick, disabled, pregnant and other residents with limited mobility who cannot leave their homes.
Residents apply for door-to-door services by calling the center's hotline, following the WeChat public account, scanning QR codes, etc. After the center completes the door-to-door service qualification review and pre-review of handling items and materials, it will carry tablets, portable printers, card readers, call headsets and other "mobile virtual window door-to-door" equipment at the agreed time and location to handle more than 190 services included in the "one-stop service" list for residents, such as applications for disability certificates and long-term care insurance.
The Pengpu Xincun Street Community Affairs Acceptance Service Center, which is constantly "growing outside the circle", will continue to adhere to the problem orientation and demand orientation, seize the opportunity of digital transformation, make good use of new technologies such as big data, the Internet, and "AI assistant", and implement online and offline in-depth The new model of highly integrated public services pays more attention to people's sensitivity, constantly improves the convenience of services, and does things that benefit people's livelihood, do things that warm people's hearts, do things that satisfy people's opinions, and help the construction of Pengpu New Village's "15-minute senior living circle" to a new level.
News quoted from [Shanghai Civil Affairs], technical support: Shanghai Toyou Information Technology Co., Ltd.