Grasping the needs of people's livelihood and leading the construction of smart city in Pingshan District

On February 8, 65438, the results of the 20 19 National "Typical Cases of Innovative Social Governance" jointly sponsored by People's Daily Online and the Central Party School were announced, and Pingshan District of Shenzhen won the best case of "focusing on the reform of people's livelihood and building a new pattern of * * * governance".

Since the beginning of this year, the reform of the people's livelihood appeal system in Pingshan District has been selected as an excellent case by the official website of the State Council and the Chinese government website, and has also been reported by People's Daily Online, Xinhua News Agency, Xueli and other platforms. Wang Weizhong, secretary of the Municipal Party Committee, fully affirmed the reform and innovation of Pingshan District in the field of people's livelihood demands, and explicitly requested to summarize and popularize this work.

Since 20 17, in order to help Pingshan District to build a service-oriented government that "the people need, the people need, and I can do something", Pingshan District Committee and District Government has adopted the "process +IT" approach to carry out the process optimization reform of people's livelihood appeal channels, actively promoted "Internet+government services", and launched @ through three rounds of process optimization, "all"

The whole process of event handling is visible.

Five-star satisfaction is included in the evaluation.

On August 8 this year, @ Pingshan was revised and launched. This upgrade focuses on improving user experience, optimizing system functions and improving satisfaction evaluation, marking the completion of the third round of process optimization in Pingshan District.

The upgraded version of @ Pingshan focuses on "three innovations". First, innovate "the whole process of event handling is visible", so that the public can keep abreast of the progress of disposal and force the business department to optimize the process; The second is to innovate "multi-dimensional satisfaction evaluation", enrich the evaluation system from four dimensions: disposal speed, disposal effect, service experience and system experience, and urge the main responsible units to rectify and implement with the help of "five-star scoring method"; The third is to innovate the "prize-winning question and answer function" to better obtain the opinions of the masses for functional departments.

Government operation is more transparent. The whole process of incident handling is open and visible, which squeezes the "grey space", creates conditions for effectiveness evaluation and supervision, resolves the public's worries about the appeal of "sinking into the sea" and enhances the government's image and credibility. Multidimensional data analysis helps functional departments allocate resources reasonably; Smooth channels of public opinion can help the rulers to perceive the administrative response more truly and make scientific decisions.

People's love or not is the best proof of the validity of the test. Since the people's livelihood appeal system was launched, the number of events accepted by the system has doubled, with the cumulative acceptance rate exceeding 80,000 and the settlement rate as high as 99.56%. Nearly half of the incidents were completed within 65,438+0 days, and 88% were completed within 3 days. The acceptance notification rate and handling notification rate remain at 100% for a long time. At the same time, the assessment of key indicators is among the best, and it also won the fifth Du Nan Neighborhood Word-of-Mouth List "Interaction Award between the Government and the People" and the 20 19 Shenzhen Grassroots People's Livelihood Service Innovation Award, which was well received by the public. After the upgrade, the government and citizens form a closed loop of "improvement-feedback-improvement" by combining the award-winning questionnaire and the satisfaction evaluation system to promote the optimization of government business processes; SMS, WeChat, telephone and other forms of communication have brought citizens closer to the government, enhanced people's sense of gain and satisfaction, and promoted positive social emotions. More than 60 letters of commendation have been received, which has stimulated the vitality of multiple subjects in society.

Three-wheel compression aging

Hot spot warning and precise intervention

Data is the cornerstone of building a digital government. The change of people's livelihood needs data to build a micro-HD society. Data analysis can more accurately grasp people's hearts and feelings, more clearly understand the shortcomings of management, and more directly grasp the root causes of contradictions, thus playing a powerful role in government decision-making. Recently, Pingshan launched the "Guiding Opinions on the Whole Process Supervision of Real Estate Projects in Pingshan District" and its supporting work plan throughout the city, in order to build a "three-comprehensive" supervision system with full process, all-round and full coverage of real estate projects and effectively protect the legitimate rights and interests of citizens when buying houses. The data source of policy formulation and the hot issue source of analysis are precisely the extraction and application of citizen complaint data by Pingshan District Government Service Data Administration, which is a successful data application case.

Based on the collected big data, Pingshan District Government Service Data Management Bureau established a real-time reminder mechanism for hot sensitive events. On 20 19, it sent 42 reminder letters to the Political and Legal Committee of the District Committee and the Bureau of Letters and Calls, and submitted 46 emergency support events to the emergency duty rooms of each sub-center. All kinds of data analysis reports were compiled for 32 1 period, forming a collection of special reports on people's livelihood demands in the past three years, which helped to count all kinds of data and reports *** 1 13 times and provided strong support for district leaders and units to make decisions. For example, it provides hot events related to real estate and people's livelihood demands for the Housing and Construction Bureau, data related to road traffic safety for the traffic police brigade, data of all events handled by the Water Affairs Bureau for the Audit Bureau, and provides reference clues for the proposal selection of the fourth session of the first session of the CPPCC in Pingshan District.

This year, the Pingshan District People's Government, as the only district-level unit, jointly hosted the "20 19 Shenzhen Open Data Application Innovation Competition" with the Municipal Government Affairs Service Data Administration Bureau, specifically undertaking the Pingshan People's Livelihood Appeal Analysis Competition, and opening the desensitized data to the society. 60 social organizations and individual groups participated in the competition to deeply explore the value of data.

In combination with the upgrade of @ Pingshan, Pingshan District has simultaneously issued Management Measures for People's Livelihood Appeal Events in Pingshan District (Third Edition), Classification Standard for Grid Service Management Events in Pingshan District (Second Edition) and Scoring Standard for Implementation Indicators of People's Livelihood Appeal in Pingshan District. The processing time limit was reduced from 1/3 to 3/5, and the event classification was changed from 565438+. At the same time, the "second reply" was pushed online, and 283 "second reply" templates for hot consultation items such as education and business environment were sorted out, achieving 23 "second replies" from citizens.

Pingshan District has also innovated a "tag-type" event management system to achieve hierarchical and classified management. 13 has 88 subclasses. Pay attention to 32 hot forums including Shenzhen Forum and Shenzhen Home every day, and collect and publish 256 hot spots of people's livelihood, including 42 "local message boards" of People's Daily, and 15 "high-end talents" event. The real-time notification and early warning mechanism of hot and sensitive events helped the political and legal departments, letters and visits departments, labor departments and other departments to achieve accurate early intervention and timely response, effectively resolve contradictions in the bud, further alleviate social contradictions, and the number of group petitions and mass incidents in the whole region was at the lowest level in the city for three consecutive years.

Next, Pingshan District will continue to promote the fourth round of people's livelihood appeal process optimization, focusing on personalized process design, characteristic analysis model creation, and cross-departmental collaboration mechanism establishment. At the same time, Pingshan District actively explores the "one-stop" service mechanism for people's livelihood appeals, continuously integrates the channels for accepting people's livelihood appeals, optimizes service processes, enhances system functions, and deepens data application, thus contributing to Pingshan's efforts to build a pioneering demonstration zone in Socialism with Chinese characteristics, build a new governance pattern of * * * and enjoy * * *, and accelerate the modernization of governance capacity.