Focusing on the overall situation of reform, innovation and development in the demonstration area, the Social Security Center of Shenfu Demonstration Zone in Liaoning Province combines innovative ideas with practical work in accordance with the overall requirements of "convenient handling, good rule of law, strong cost competitiveness and ecological livability". Integrate key tasks such as "simplifying administration and decentralization, strengthening supervision, improving service reform" and "running at most once" into the service experience of "five hearts and five services", comprehensively improve the quality and efficiency of government services, and provide enterprises and the people with an efficient, convenient and warm-hearted government environment.
"One run+delayed service" makes the standard more intimate
The service hall of the social security center in the demonstration area provides noon delay service on weekdays. In order to serve visitors for the longest time, the social security system in the demonstration area implements the duty system of high-frequency and frequent items, the appointment system of commitment items and small batch items, and announces appointment services such as telephone appointment and online appointment to maximize the convenience of enterprises and the masses and further improve the efficiency of government services. Carry out the service principle of "do it when you come", and handle the business immediately as long as someone is waiting at the window, no matter the morning and evening commuting time.
Service, average weekly 16 hours delay service.
"One-stop+undifferentiated service" makes the experience more satisfactory.
The social security reform goal of "one network, one door, one time" in the demonstration area has been fully realized, the implementation of "Internet+government service" has been accelerated, the online government affairs service in the demonstration area has been actively promoted, the online approval efficiency has been improved, and the business training of window approval personnel has been strengthened. The window staff has changed from professionals to all-round personnel, realizing comprehensive business acceptance, greatly shortening the time of queuing, system acceptance, material circulation and background operation, and improving work efficiency. The social security window has broken the original forms of "sub-bureau system" and "window system" and fully implemented "one window for all". Establish two ledgers, a telephone consultation service ledger and a daily business ledger, focusing on recording suspicious and difficult business problems. Carry out the "three noes" in handling business, don't come to the lobby if the phone can solve it, don't run many times if it can be solved once, and don't let the "people run errands" if it can "run information". Adopt flexible and diverse acceptance methods for different groups to ensure that common and difficult questions of the masses are effectively answered.
"Don't meet+deputy service" makes the object warmer.
The social security window provides "no meeting" service to realize uninterrupted business handling and consulting services. Send policies to the door through online means such as letter groups to ensure that preferential policy dividends such as reducing unemployment insurance rates in stages, returning unemployment insurance benefits stably, and extending social security payment years are implemented in every enterprise. At the same time, in order to better meet the consultation needs of insured units and insured personnel during the epidemic, whenever enterprises and people can't come to the lobby to handle business, the staff of the center will send an additional call letter, send the required business information by letter, print and save it, and ensure that no enterprise or people can delay business handling and ensure that social security services are "always online".
"Don't meet+deputy service" makes the object warmer.
The social security window provides "no meeting" service to realize uninterrupted business handling and consulting services. Send policies to the door through online means such as letter groups to ensure that preferential policy dividends such as reducing unemployment insurance rates in stages, returning unemployment insurance benefits stably, and extending social security payment years are implemented in every enterprise. At the same time, in order to better meet the consultation needs of insured units and insured personnel during the epidemic, whenever enterprises and people can't come to the lobby to handle business, the staff of the center will send an additional call letter, send the required business information by letter, print and save it, and ensure that no enterprise or people can delay business handling and ensure that social security services are "always online". Accumulated more than 900 times of "no meeting" service and answered more than 690 times of high-frequency consulting service.
"Impossible window+file keeping and tracking service" makes the process more worry-free.
Continuously improve the working efficiency of the "impossible" reflection window. All the handling windows of the social security center in the demonstration area provide window retention and business refusal registration services. Among them, the window registration is to let the masses "run at most once". If you can leave one piece according to the wishes of the masses, you can leave one piece for processing, and after the business processing is completed, take the initiative to call the masses back; The window does not accept business registration and filing, mainly for "negative matters filing" detailed records and files to prevent policy updates and facilitate the masses to solve problems that cannot be handled at present. Strive to ensure that no one is excluded from the policy of benefiting the people and truly pass on the warm-hearted social security to thousands of households. Since the establishment of the filing service, 464 business items have been registered and retained, and the completion rate is over 95%.
"Intelligent+Microprocessing Service" makes the content more attentive
In order to give full play to the advantages of information resources and build a convenient service platform, the social security center in the demonstration area has broken down the original service barriers and applied the latest methods such as "Enterprise WeChat" and "Building Community Work Group" to provide social security warm-hearted "micro-service" for enterprises and the masses. Innovative application of an enterprise's APP management model, social security staff to provide online security services for enterprises. It not only helps to share resources such as data collection, mass broadcasting, business consultation and policy propaganda, but also truly realizes one-on-one online acceptance. A letter group of social security enterprises in the demonstration area has added user enterprises, and timely released relevant information and notices according to monthly policy adjustments. At present, a letter from an enterprise serves the enterprise more than 200 times a month, and the satisfaction rate of the enterprise is over 98%. At the same time, in order to ensure that there is no dead end in policy transmission, the Social Security Bureau of the demonstration area has set up a special letter group to connect with community workers, aiming at providing social security business training for community workers, so that they can answer questions for the community. More than 30 community workers covering the whole community joined the group. In order to give full play to the role of community groups as a bridge, the social security center in the demonstration area adjusts the content of information released in time according to the different clients, so that the masses can understand and see clearly.
Driven by the reform of "Internet+Government Services" and "Simple Administration and Decentralization, Strengthening Supervision and Improving Services", the government service level of the social security center in the demonstration area has been significantly improved, and many service items have achieved "running at most once" or even zero running. In the next step, the social security center in the demonstration area should make great efforts in improving the level and accessibility of public services, strengthening information construction and strengthening the capacity building of handling. Thus, there is a new breakthrough in the refined management and convenient service of social insurance, realizing "zero-distance service and one-stop service", so that the handling enterprises and the masses can truly feel "opening up the level, managing with temperature and serving with care".