Online and offline integration has a long way to go. It is necessary to solve key problems as a breakthrough point, base on reality, make clear objectives, formulate detailed plans, mobilize the enthusiasm of all participants, and accelerate the realization of integration results to benefit the people through administrative power, technical means and system reform.
First, establish an integrated and networked service system.
Take the government affairs hall as the core, radiate to the village service outlets, accelerate the integration of the government affairs hall and the online platform, provide personnel, technology and business support for online services, implement the same standards, the same processes and the same services for online and offline examination and approval services, form a systematic, professional and systematic support force, and promote the full coverage of the county, town (street) and village (community) three-level government service networks to realize
Second, build a service supervision system that leaves traces in the whole process.
Through the electronic monitoring system, the information of key nodes, such as online and offline receiving time, personnel, process, status and results, is recorded synchronously, so as to realize the structuring of supervision information and better understand the whole picture of online and offline supervision in real time. At the same time, the consultation complaint acceptance area, government service hotline, online complaint mailbox, government Weibo, government WeChat and other channels will be organically combined to realize multi-channel complaint acceptance and unified summary processing, and improve the timeliness and professionalism of complaint feedback process.
Third, the online and offline service model is "entitled"
On the one hand, improve the online service guidance function, optimize the page design and improve the convenience and stability of the online system. Standardize online consultation and guidance services, innovate online guidance and help, and intelligent customer service. , improve the convenience and experience of online staff; On the other hand, we will promote the upgrade of offline window services, and implement special services such as informing commitment, agency, delaying appointment, running errands, and 24-hour self-help, so as to realize the complementary advantages and seamless docking of online and offline services.
Four, online government service matters "to do"
Relying on the government service platform, continuously optimize the service process, compress the examination and approval links, streamline the submission materials and shorten the processing time limit. Print and distribute online operation process guidance materials, continuously improve the breadth and depth of online operation, fully implement online business operation, and improve the efficiency of acceptance and approval. At the same time, strengthen online data sharing and business process reengineering, provide "theme-based" and "package-based" services, scientifically sort out and integrate multi-department business processes, realize one-time filling of application forms by means of information technology, and automatically fill in information in association, so as to provide efficient integrated services for enterprises and the masses.
The "one thing, one thing" theme service system created by Xinguang Shitong Technology Group has been recognized by many government agencies after years of ground inspection. By standardizing business combing, integrating single items of multiple departments, and using information technology to realize "multi-table integration, one table splitting multiple tables", the service level of intelligent network office for matters can be effectively improved, and the standardized and convenient development of government services can be promoted with high quality.