First, the tiedong district Social Management Service Leading Group was established. Zhou Zhongwu, secretary of the district party committee, and Li, district head, deputy secretary of the district party committee, executive deputy district head, secretary of the political and legal committee and deputy district head. The members are mainly composed of leaders of 37 departments, including District Maintenance Office, Comprehensive Management Office, Commission for Discipline Inspection and Supervision, District Committee Office, Bureau for Letters and Calls, Development and Reform Bureau, Urban Construction Bureau, Education Bureau, Environmental Protection Bureau, Health Bureau and Justice Bureau, and the public.
The second is to set up tiedong district Social Management Service Committee. It is clear that the Committee works with the Political and Legal Committee of the District Committee, and the director is Yu Zhongyan, secretary of the Political and Legal Committee. The member units are District Committee Office, District Committee Organization Department, District Committee Propaganda Department, Original District Bureau for Letters and Calls, District Urban Construction Bureau, Tiedong Power Supply Branch and Tiedong Real Estate Management and Repair Office. The District Social Management Committee consists of "two departments, three centers and six places".
The "two departments", that is, the mass complaint work department, located in the original district letters and calls bureau, has now been changed to the mass complaint work department and officially listed. The main duties are to investigate and reflect social conditions and public opinion, put forward suggestions to strengthen mass work, and promote the implementation of the party's mass work. The supervision department of mass appeals, located in the Supervision Bureau of the District Commission for Discipline Inspection, is mainly responsible for the supervision, assessment, supervision and accountability of the completion of the response to the mass interests, and is combined with the work of rectifying the situation and evaluating the work style.
The "three centers", that is, the mass complaint center, are located in the district mass complaint work department. The main responsibility is to guide the whole region to carry out the work of people-related letters and visits, establish and improve the system and mechanism of people-related letters and visits, accept, assign, transfer and coordinate to solve the problems of people-related letters and visits. Contradictions and disputes investigation and mediation guidance center, located in the district comprehensive management office. The main responsibilities are to organize the investigation and mediation of contradictions and disputes, guide the joint mediation of people's mediation, judicial mediation, administrative mediation and social mediation, and inspect, summarize and report the investigation and mediation of contradictions and disputes in the whole region. Social management data information center, located in the district government office. The main responsibility is to establish a dynamic management system of social service management based on grid and an interactive social service management network among districts, streets, communities and related functional departments. Integrate all kinds of information resources and establish the basic information base of social management.
The "Sixth Office", that is, the comprehensive coordination and guidance office, is located in the Political and Legal Committee of the District Committee. The main responsibility is to be responsible for the docking, information transmission, communication and coordination between the upper and lower and horizontal departments; Responsible for the comprehensive guidance, overall coordination and summary report of the daily work of social management innovation in the whole region. The Party-masses Work Office is located in the Organization Department of the District Party Committee. The main responsibility is to build a new pattern of party building in the social field. Establish and improve the management system of party building work in community, social organizations, new economic organizations and other social fields, and organize grassroots party organizations and party member to participate in social management services. The Network Supervision Office is located in the Propaganda Department of the District Party Committee. The main responsibility is to monitor online public opinion in real time, grasp the correct direction of public opinion and provide public opinion information to the main leaders. Responsible for guiding, coordinating and supervising the daily supervision and management of network cultural information in the whole region. Social construction office, located in the District Development and Reform Bureau. The main responsibility is to study and put forward the overall planning, major programs and important policies of social construction in the whole region, and serve the macro-decision of the district Committee. Guide, coordinate and supervise the implementation of key tasks of social construction in the whole region. The office of responding to the interests of the masses is located in the Legislative Affairs Office of the district government. The main responsibility is to undertake the relevant work of administrative reconsideration and responding to the lawsuit, and to deal with the group demands caused by administrative disputes. Community construction and social organization management office, located in the District Civil Affairs Bureau. The main responsibility is to formulate the planning, policies and reform plans for community construction in the whole region, and put forward opinions and suggestions on strengthening community construction and improving the public service system; Coordinate the development, supervision and management of community management, community service and social organizations in the whole region; Strengthen the construction of community workers in conjunction with relevant departments.
The third is to set up social management service offices in the streets. The director and deputy director of the office shall be the secretary of the Party Working Committee of each street and the leaders in charge, and the members shall be the representatives of enterprises, institutions, social organizations and residents in the street area, which embodies the principle of social coordination and public participation.
The fourth is to set up mass interest appeals and social service stations in communities (villages). According to the division of work, community workers work in a centralized way, responding to lawsuits, decomposing, mediating, uploading and giving feedback, so as to realize a vertical and horizontal organizational system.
Innovating service carriers and strengthening the function of responding to lawsuits
As a pilot unit to solve the people's demands with the family as the core, Tiedong District Committee and District Government strive to make the pilot a demonstration unit of social management services in the city. Therefore, after many special meetings and repeated research, tiedong district decided to take the lead in establishing the "tiedong district Social Management Service Network" in the city, and realize social management services through the network platform to solve the demands of the masses. They immediately adopted the method of walking on two legs at the same time and quickly promoted network construction. On the one hand, we should pay close attention to the design of service software. We have cooperated with Dongda and China Telecom Anshan Branch for many times, decided to speed up the construction of network platform, and finally formed a social management service network design scheme with Tiedong characteristics by learning from foreign experience and combining with the reality of Tiedong. On the other hand, they also promote the construction of service networks. The telecommunications department is divided into eight construction teams, which conduct on-site measurement, wiring construction and on-site debugging 24 hours a day. In the area, two business backbones are transferred from the government information center and the district civil affairs bureau to cooperate with the construction of the telecommunications department day and night. Chen Dajiang, deputy director of the Civil Affairs Department, director of the Stability Office and director of the Civil Affairs Department, has been following the grassroots to coordinate and solve practical problems. At the same time, as an important part of network operation, they entrusted the telecommunications department to apply to the provincial telecommunications bureau for opening the "967 15" service hotline (please call me if you have anything). At present, all the optical fiber lines in all districts, streets, communities and relevant functional departments have been laid, the "967 15" service hotline has been fully opened, and the social management service network in the whole region has been fully opened and officially put into operation.
The whole service network is a closed-loop management program, which receives feedback from the foreground to the background. Starting with the reception at the front desk, set up "967 15" service hotline, network attendant, mass appeal mailbox, community receptionist and other reception ports. People's complaints, whether by telephone, online, e-mail or door-to-door, can enter the network acceptance window at the first time and be distributed to the corresponding backstage responsible units, that is, communities and functional departments, according to the categories of accepted items and the authority of management services. After receiving the appeal information, the community and functional departments will deal with it at the first time, and those that cannot be handled will be forwarded step by step. After the processing, the results will be fed back to the masses in the form of online platform and telephone feedback. At the same time, after the overall operation of the service network in the whole region, the supervision and assessment system will be incorporated into the network platform, and an alarm system for processing time limit will be set up. According to the duties and tasks of the competent leaders, functional departments and streets, the Supervision Bureau of the District Commission for Discipline Inspection adopts online tracking inspection, time-limited supervision, comprehensive assessment and accountability, etc., to supervise the whole process of accepting people's demands, timely discover and effectively solve problems existing in the work. Standardize the whole management process, and formulate four work flow charts of district, street, community and mass complaint center to ensure that each work link can be operated according to the process and standards.
Strengthen the responsibility guarantee and ensure the effectiveness of the work.
In order to ensure the smooth progress of social management innovation, tiedong district has increased the input of manpower, material resources and financial resources. First, the district editorial office is responsible for adjusting the organizational structure and staffing of the district social management service Committee, and assigning professional cadres with high quality and strong sense of serving the masses to be responsible for the daily reception and affairs coordination of social management services in districts, streets and communities. The district * * * is equipped with 422 staff to carry out social management services, and the district social management network center has 6 people. The telecommunications department also specially arranged 10 people to answer the "967 15" hotline. They and the telecom department specially trained 10 operators and network staff in five pilot units in terms of operation process, voice speed, division of functions of business departments, community distribution and so on. Each street and community is equipped with two dedicated computers and two dedicated telephones, and four full-time staff are adjusted to work 24 hours a day. The second is to set up a special fund of 20 million yuan for social service management innovation in tiedong district, which will be used exclusively for software and hardware construction, daily construction, management, inspection, assessment, rewards and punishments of social management services. At the same time, tiedong district Social Management Committee, 14 Street Social Management Service Office, and 85 community (village) people's interest demands and social service stations were officially listed. On the basis of the original two streets and two communities, the organization, responsibilities, tasks and workflow of each street community were unified, and social management services were comprehensively carried out. Third, study and formulate detailed rules for the evaluation of social management innovation in tiedong district, and incorporate social service management innovation into the annual comprehensive evaluation system for leading bodies and leading cadres. The Supervision Bureau of the District Commission for Discipline Inspection shall, in accordance with the duties and tasks of the competent leaders, functional departments and streets, take online follow-up inspection, time-limited supervision, comprehensive assessment and accountability, effectively supervise the innovation process of social service management, do a good job in the assessment of the implementation of phased objectives and the completion of tasks, discover and effectively solve problems in the work in time, and ensure the in-depth promotion of social management innovation. In particular, if the people's demands are not resolved in time due to inaction and delay, resulting in adverse effects such as leapfrog petition, the relevant leaders and responsible persons will be seriously investigated.
Improve the work content and promote it in stages as a whole.
On the basis of solving the family-centered demands of the masses, tiedong district has further improved the content of social management innovation in accordance with the overall framework of "Anshan Strengthening Social Construction Implementation Outline", and studied and drafted the "tiedong district Social Management Innovation Implementation Plan". Put forward "six systems" to build a networked social public service system, a standardized and harmonious community management system, a diversified conflict prevention and resolution system, a widely participated social organization management system, a strong public safety system and a full-coverage social field party building work system, strive to achieve full coverage of social service management, and strive to form a new pattern of social service management with the characteristics of the times and Tiedong within 1-2 years. The construction of "six systems" is divided into 32 tasks, which are implemented in various functional departments, making social management services in this field more scientific, standardized and institutionalized. At the same time, according to the actual work, they put forward and determined four stages to promote social management innovation. The first is the research and deployment phase. It is mainly to unify thoughts, unify understanding, and mobilize the strength of the whole region to actively participate in social management innovation. And carefully find out the problems existing in social management services, and formulate work plans and specific measures for social management services in this region. The second is the key breakthrough stage. Mainly in practice, constantly improve the actual work objectives and promote the unified acceptance, consultation, service, complaint reporting and community public service network construction; Integrate the functions of comprehensive management of letters and visits to maintain stability, expand more management network platforms, and establish district and street social service management command centers; Establish a "10 minute community service circle" mechanism to achieve full coverage of residents' convenience services in the whole region. The third is to summarize the promotion stage. Through the joint efforts of the whole region, the social management service will be scientific, systematic, standardized and institutionalized, and the working mechanism of "people have something to call and I have something to respond" will be fully formed. The fourth is to improve the improvement stage. On the basis of earnestly summing up and improving work experience, we will constantly improve various platforms, mechanisms and methods, so that the response service function can solve people's problems more effectively and make people more satisfied.