大英县政务服务创新实践：微信群里的“云端政务客厅”
<p style="text-indent:43px;text-autospace:ideograph-numeric"><span style=";font-family:黑体;font-size:21px"><span style="font-family:黑体">一、创新机制：打造</span><span style="font-family:黑体">“24小时不打烊”云端服务阵地</span></span></p><p style="text-indent:43px;text-autospace:ideograph-numeric"><span style=";font-family:仿宋_GB2312;font-size:21px"> <span style="font-family:仿宋_GB2312">为破解村民办事</span><span style="font-family:仿宋_GB2312">“县—镇—村”来回跑的难题，大英县</span></span><span style=";font-family:仿宋_GB2312;font-size:21px">在象山镇试点</span><span style=";font-family:仿宋_GB2312;font-size:21px">政务服务</span><span style=";font-family:仿宋_GB2312;font-size:21px">微信群</span><span style=";font-family:仿宋_GB2312;font-size:21px">“云端政务客厅”，由县政务服务和大数据中心统一管理，明确“三定”群规保障服务高效：</span></p><p style="text-indent:43px;text-autospace:ideograph-numeric"><strong><span style="font-family: 仿宋_GB2312;font-size: 21px"> <span style="font-family:仿宋_GB2312">定时响应：</span></span></strong><span style=";font-family:仿宋_GB2312;font-size:21px"><span style="font-family:仿宋_GB2312">早</span><span style="font-family:仿宋_GB2312">9点至下午5点为集中服务时间，村民疑问即时解答；下午5点后设置“留言提醒”，次日优先处理未回复问题。</span></span></p><p style="text-indent:43px;text-autospace:ideograph-numeric"><strong><span style="font-family: 仿宋_GB2312;font-size: 21px">定向内容：</span></strong><span style=";font-family:仿宋_GB2312;font-size:21px"><span style="font-family:仿宋_GB2312">严禁发广告、聊无关话题，确保群内仅流通政务服务信息，避免村民找服务</span><span style="font-family:仿宋_GB2312">“迷路”。</span></span></p><p style="text-indent:43px;text-autospace:ideograph-numeric"><strong><span style="font-family: 仿宋_GB2312;font-size: 21px"> <span style="font-family:仿宋_GB2312">定式服务：</span></span></strong><span style=";font-family:仿宋_GB2312;font-size:21px"><span style="font-family:仿宋_GB2312">针对村民咨询的高频事项，工作人员均以清单形式明确材料、地点、时限，例如解答</span><span style="font-family:仿宋_GB2312">“户口本补办”问题时，逐项列明所需材料与办理流程，杜绝信息模糊。</span></span></p><p style="text-indent:43px;text-autospace:ideograph-numeric"><span style=";font-family:仿宋_GB2312;font-size:21px"> </span><span style=";font-family:黑体;font-size:21px"><span style="font-family:黑体">二、专员直达：</span><span style="font-family:黑体">“一人一村”压实服务责任</span></span></p><p style="text-indent:43px;text-autospace:ideograph-numeric"><span style=";font-family:仿宋_GB2312;font-size:21px"> <span style="font-family:仿宋_GB2312">组建</span><span style="font-family:仿宋_GB2312">“县—镇—村”三级专业服务团队，为每个村（社区）配备1名县级线上政务服务专员、1名镇级便民服务中心工作人员、1名村级帮办代办员，实行“一人一村”负责制，让专员成为村民“专属政务顾问”：</span></span></p><p style="text-indent:43px;text-autospace:ideograph-numeric"><strong><span style="font-family: 仿宋_GB2312;font-size: 21px">快速响应办：</span></strong><span style=";font-family:仿宋_GB2312;font-size:21px"><span style="font-family:仿宋_GB2312">象山镇富乐社区居民咨询营业执照变更时，县级专员</span><span style="font-family:仿宋_GB2312">10分钟内回复材料清单，同步提供“线上指导+帮办代办”双选项，后续每日核对进度，证照出具后第一时间通知领取。</span></span></p><p style="text-indent:43px;text-autospace:ideograph-numeric"><strong><span style="font-family: 仿宋_GB2312;font-size: 21px">协同联动办：</span></strong><span style=";font-family:仿宋_GB2312;font-size:21px"><span style="font-family:仿宋_GB2312">面对跨部门业务（如独生子女补贴申请），专员不推诿、不拖延。象山镇永南坝村陈大爷咨询该事项时，专员先安抚情绪，明确告知</span><span style="font-family:仿宋_GB2312">“需对接卫健部门，今日内反馈”，确保村民不“空等”。</span></span></p><p style="text-indent:43px;text-autospace:ideograph-numeric"><span style=";font-family:黑体;font-size:21px"> <span style="font-family:黑体">三、成效显著：实现</span><span style="font-family:黑体">“人找服务”到“服务找人”的转变</span></span></p><p style="text-indent:43px;text-autospace:ideograph-numeric"><span style=";font-family:仿宋_GB2312;font-size:21px"> <span style="font-family:仿宋_GB2312">象山镇试运行</span><span style="font-family:仿宋_GB2312">“县镇村”三级政务服务线上体系以来，12个村（社区）2200余名村民受益，截至10月底：</span></span></p><p style="text-indent:43px;text-autospace:ideograph-numeric"><span style=";font-family:仿宋_GB2312;font-size:21px"> </span><strong><span style="font-family: 仿宋_GB2312;font-size: 21px">服务覆盖面广：</span></strong><span style=";font-family:仿宋_GB2312;font-size:21px"><span style="font-family:仿宋_GB2312">县级专员累计响应咨询</span><span style="font-family:仿宋_GB2312">150余条，涵盖社保缴费查询、疫苗接种通知、产业补贴申请、矛盾纠纷协调等大小事项，村民需求“有问必答、有办必果”。</span></span></p><p style="text-indent:43px;text-autospace:ideograph-numeric"><span style=";font-family:仿宋_GB2312;font-size:21px"> </span><strong><span style="font-family: 仿宋_GB2312;font-size: 21px">群众满意度高：</span></strong><span style=";font-family:仿宋_GB2312;font-size:21px"><span style="font-family:仿宋_GB2312">村民反馈从</span><span style="font-family:仿宋_GB2312">“不知道找谁办”转变为“谢谢你们帮我办”，政务服务从“流程化”转向“有温度的沟通”，真正实现村民“在家享便利、办事不用跑”。</span></span></p><p style="text-indent:43px;text-autospace:ideograph-numeric"><span style=";font-family:仿宋_GB2312;font-size:21px"> </span><span style=";font-family:黑体;font-size:21px"><span style="font-family:黑体">四、下一步规划：延伸服务触角，深化</span><span style="font-family:黑体">“数字连心桥”</span></span></p><p style="text-indent:43px;text-autospace:ideograph-numeric"><span style=";font-family:仿宋_GB2312;font-size:21px"> </span><strong><span style="font-family: 仿宋_GB2312;font-size: 21px">1. 扩大试点范围：</span></strong><span style=";font-family:仿宋_GB2312;font-size:21px">总结象山镇经验，启动回马镇三级政务微信群建设，提前组织专员学习企业、群众高频需求领域政策，确保试点快速落地见效。</span></p><p style="text-indent:43px;text-autospace:ideograph-numeric"><strong><span style="font-family: 仿宋_GB2312;font-size: 21px"> <span style="font-family:仿宋_GB2312">2. 优化服务标准：</span></span></strong><span style=";font-family:仿宋_GB2312;font-size:21px"><span style="font-family:仿宋_GB2312">针对老年人、残疾人等特殊群体，推出</span><span style="font-family:仿宋_GB2312">“一对一上门指导”服务，解决特殊群体“线上操作难”问题。</span></span></p><p style="text-indent:43px;text-autospace:ideograph-numeric"><span style=";font-family:仿宋_GB2312;font-size:21px"> </span><strong><span style="font-family: 仿宋_GB2312;font-size: 21px">3. 拓展服务领域：</span></strong><span style=";font-family:仿宋_GB2312;font-size:21px"><span style="font-family:仿宋_GB2312">将</span><span style="font-family:仿宋_GB2312">“线上答疑+帮办代办”延伸至</span></span><span style=";font-family:仿宋_GB2312;font-size:21px">医保</span><span style=";font-family:仿宋_GB2312;font-size:21px"><span style="font-family:仿宋_GB2312">报销、退役军人补贴申请等更多场景，让</span><span style="font-family:仿宋_GB2312">“数字连心桥”既通消息，更通民心，持续传递政务服务的“速度”与“温度”。</span></span></p><p><br/></p><link rel="stylesheet" href="//dyxrmt.cn/source/plugin/wcn_editor/public/wcn_editor_fit.css?v134_XnZ" id="wcn_editor_css"/>
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