Implementation method of service window management 1
Article 1 In order to further standardize the work of the administrative service window of our bureau, this system is formulated according to the relevant provisions of the Municipal Party Committee, the Municipal Government, the Municipal Commission for Discipline Inspection, the provisions of the Municipal Housing and Urban-Rural Development Bureau on the administration of administrative examination and approval, and the rules and regulations of the administrative service center of the municipal government.
Article 2 The window shall effectively represent the Municipal Housing and Urban-Rural Development Bureau, perform the entrusted functions of administrative examination and approval and management services, conscientiously implement the Administrative Measures for Administrative Examination and Approval of Kunming Housing and Urban-Rural Development Bureau, follow the principles of fairness, justice, openness, sunshine, efficiency and convenience, work within the statutory authority, and establish an image of honesty, diligence, pragmatism and efficiency.
Article 3 The Bureau implements administrative examination and approval and management services? One-stop management, a window to the outside world? . Windows should be in accordance with ISO900 1 quality management system standards, simplify procedures, standardize work processes, improve work systems, improve work efficiency and ensure work quality.
Article 4 All administrative examination, approval and management services of this Council shall be in accordance with the "? Sunshine government affairs? The relevant requirements, in the window, bureau portal, government service center and municipal related websites, such as publicity project name, procedures, commitment time limit, charging standards, application materials, licensing results and other content, the implementation of time-limited completion system.
Article 5 window staff should strengthen their study, love their jobs, be honest and scrupulous in professional ethics, strive to improve their political and ideological level and professional quality, enhance their sense of organizational discipline, fully understand, accurately grasp and correctly implement the People's Republic of China (PRC) Administrative Licensing Law and other relevant laws, regulations and policies, master their professional knowledge related to their posts, and do a good job in administrative examination and approval and management services in accordance with the requirements of sunshine government affairs.
Sixth window staff should obey the unified management of the municipal government affairs service center, and actively participate in various activities organized by the government affairs center. Consciously abide by the work discipline and code of conduct of the government affairs center, and shall not be late, leave early or absent without reason. Dressers should wear work cards as required.
Seventh window staff should conscientiously perform their duties, perform their duties (see the responsibilities of window staff), act in strict accordance with the law, and serve the masses, investors and grassroots wholeheartedly. Reception of customers should be civilized, patient and meticulous, warm and thoughtful, and maintain the good image of the bureau and the center with practical actions.
Eighth window to implement the first question responsibility system, accept the service object on-site and telephone consultation. For customer consultation, be sure to answer questions. Questions that can be answered directly are said at one time and not pushed to the office; Questions that cannot be answered accurately should be answered seriously after consulting the business hall actively, so as to satisfy customers. When customers put forward their opinions, suggestions and criticisms, they should listen patiently and not argue. If the shoe fits, wear it. When the client misunderstands or makes rude remarks, he should restrain himself, use civilized language, patiently publicize and explain the policy, do not quarrel with the client, report to the person in charge of the window in time and solve it properly.
Article 9 The system of A and B angles shall be implemented in the work of window posts, and it is necessary to ensure that the window is not vacant at any time during the legal working hours. Between posts A and B, as well as between all staff in the window, we should complement each other, unite and cooperate, coordinate with each other and cooperate closely. If the window staff asks for leave for more than one day, the person in charge of the office stationed in the staff member shall arrange for the relieved personnel to work temporarily at the window before granting the leave. Post replacement personnel should be familiar with relevant business work and service specifications.
Article 10 The window shall sort out and report the handling situation and statistical data of administrative examination and approval and management services on a monthly basis, and do a good job in filing the processed materials.
Article 11 The window staff shall be honest and self-disciplined, strictly abide by the regulations of the Municipal Party Committee, the Municipal Government, the Municipal Commission for Discipline Inspection and the Municipal Housing and Construction Bureau on building a clean government, do not accept payment vouchers such as red envelopes and negotiable securities, do not accept banquets that may have an impact on official activities such as administrative examination and approval, management services and administrative law enforcement, and do not "eat, take, card and demand" by taking advantage of their functions and powers. Do not abuse power for personal gain, do not engage in power and money transactions, and do not participate in bribery.
Measures for the implementation of service window management II
I. Scope of participation
The whole town directly contacts the window units and service industries that serve the masses.
II. Objectives and tasks
Strive for success through development? A window service unit that the masses are satisfied with? Theme practice activities, come? Create first-class service, be a pioneer in development and satisfy the masses? As the goal, give full play to the exemplary leading role of Party organizations and party member, strive for a civilized industry, a window of satisfaction and a demonstration post, strengthen quality and pay attention to skills, comprehensively improve the ability and level of serving the overall situation and development, effectively solve the outstanding problems strongly reflected by the masses, let the masses truly feel the changes and weather brought about by striving for Excellence, truly turn the activity of striving for Excellence into a project that the masses are satisfied with, and push the work of striving for Excellence in the whole town to a higher level.
Third, the main content
Public service commitment. All units should, according to their own service functions and job characteristics, solicit opinions from clients, make public service commitments, put the system on the wall, set up mass suggestion boxes and accept supervision. According to the actual position, the party member commitment system should be implemented. Party member should hang up party emblem, show his identity, take up his post, make promises, keep promises and other links, strengthen his sense of responsibility and deepen his public commitments. Set up the duty post in party member, improve the volunteer team in party member, and carry out activities such as party member Dedication Day to promote social harmony in our town.
(two) to carry out quality training and service competition. In connection with the anniversary of the founding of the Party, party member Party history education and ideological style construction activities were widely carried out, which enhanced the sense of purpose of party member cadres and improved their party spirit and professional ethics. Strengthen the training of business knowledge and policies and regulations, guide window units and service industries to build service concepts and standardize service processes.
(3) Organizing social appraisal. Deepen the comments of leaders, highlight the guidance and initiative of leaders, and pay attention to the pertinence and effectiveness of comments. Carry out mass appraisal, clarify the main purpose, main content and method steps of appraisal, and make? Mass satisfaction evaluation form of grass-roots party organizations? And then what? Party member individual mass appraisal form? . The implementation of social evaluation and commitment to honor the combination, in the evaluation process, combined with whether party member better play a vanguard and exemplary role, whether to honor the commitment in time.
Fourth, the timing.
(1) Mobilization and deployment stage. According to the unified deployment and in-depth investigation and study, the town party Committee formulated "Strive to be a town?" A window service unit that the masses are satisfied with? The implementation plan of theme practice activities, the mobilization meeting of the whole town, and the deployment of striving for Excellence? A window service unit that the masses are satisfied with? Work. All relevant units in the town have worked out work plans according to the actual situation of the industry, striving to achieve specific requirements, clarify tasks, assign responsibilities to people, check in place, and convene a mobilization meeting in time.
(2) Centralized promotion stage. All relevant units highlight the characteristics of the industry, formulate their own striving themes and specific striving goals, and carry out striving activities with the spirit of the times and the characteristics of the industry to promote social development and social harmony. Members of the town's leading group set up contact points for grass-roots service windows, timely carry out appraisal, increase guidance, sum up experience in time, and solve difficulties and problems of grass-roots units.
(3) Appraisal and commendation stage. The Working Group of the Town Party Committee for Excellence will conduct extensive directional evaluation and social investigation in the town, and combine party member's self-evaluation and mass comments to commend a number of window units, service industries and party member demonstration posts that have emerged in the activities with dynamic organizations, many bright spots and effective activities. All relevant units should create a mechanism, formulate assessment methods in detail, and conscientiously do a good job in assessment and internal assessment.
Verb (abbreviation for verb) job requirements
All relevant units should attach great importance to it, strengthen organizational leadership, strengthen organizational guarantee, pay close attention to implementation and promotion, and ensure effective results.
(1) Strengthen classification guidance. All relevant units made clear the theme of activities with distinctive features, grasped the characteristics of the industry, proceeded from reality and according to the different needs of different clients, further improved their work style, rectified weak links, concentrated on solving outstanding problems strongly reflected by the masses, and realized the orderly promotion of activities.
(2) Adhere to the * * * relationship between the Party and the masses. Party organizations of all units and party member * * Youth League and other group organizations have participated extensively, and made efforts to give full play to the advantages of group organizations in connecting with the masses, integrating with each other and promoting each other, so as to form a vivid situation in which the Party and the masses * * * strive for Excellence and compete for learning, so as to achieve the purpose of rallying strength and improving the effectiveness of activities.
(3) Set an example of pursuing excellence. All relevant units should sum up the successful experience of striving for Excellence in a timely manner and select a number of advanced models that the masses can see and touch. The town will hold on-the-spot meetings and promotion meetings in due course to create a strong atmosphere of striving for Excellence, so that the process of striving for Excellence will become a typical process of striving for Excellence, propaganda and learning.
(4) Pay attention to the effectiveness of activities. In the process of striving for Excellence, all relevant units should proceed from the actual work, pay attention to integrating the theme practice activities into daily life and practice, reflect the actual effect of promoting the work of striving for Excellence, and truly benefit the masses.
Measures for the implementation of service window management III
A, mount guard preparation
1, the staff must go to work on time and make attendance records.
2, clean up the office area health, office posts clean and orderly.
Second, appearance and appearance.
The appearance of the instrument should be neat, dignified and unified, showing the good features of the window staff.
1, dress neatly and uniformly, and dress according to regulations.
2. Gentle, courteous and self-respecting.
3. Sit up straight, stand up straight.
4. Advocate no smoking during working hours.
Third, the service requirements
Service should be standardized and enthusiastic, and polite language should be used.
1. When providing services, you should show respect by looking at each other, show friendliness with a smile, and nod your head in affirmation.
2. The service should be patient and meticulous, with warm attitude and standardized procedures.
3. Unify the language, advocate the use of Mandarin, and must use Mandarin when communicating with foreign customers.
4. Advocate civilized service, without prevarication or wrangling.
5, the implementation of the first question responsibility system, to give a clear answer to those who can handle, to explain the reasons for those who can not handle.
6, the implementation of accountability system.
7. Implement a time-limited settlement system: all social service projects under the jurisdiction of this area will be solved in time or on the same day; Complex problems should be handled within three days; Need to coordinate the relevant departments to solve, reply within a week.
8. Abide by the law, handle affairs fairly, do not accept gifts, do not treat guests, and do not engage in power and money transactions.
Four, computer and network maintenance and management
1, strengthen the awareness of virus prevention and carry out virus detection regularly.
2. It is forbidden to log on pornographic websites and reactionary websites.
3. It is forbidden to disclose or lend professional data and information.
4. Unauthorized modification of network settings and information is prohibited.
5, do a good job in the daily maintenance of computer equipment, computer hardware damage caused by improper maintenance by each window unit is responsible for its maintenance costs.
6. Cut off the external power supply of the computer in time after work.
Verb (abbreviation of verb) matters needing attention
1. Staff are not allowed to eat or snack in the lobby window during working hours.
2. Children are not allowed to go to work.
3, are not allowed to leave without authorization, lack of posts, string posts and chatting.
4. Don't swear, don't swear, and don't speak loudly.
You can't use the computer to share stocks, play games and do personal work.
6, visitors are not allowed to receive for a long time, outsiders are not allowed to enter the window area.
7. Don't talk on the phone or occupy the telephone line for a long time.
8. Headphones are not allowed to be worn during office hours.
9. Do not refuse the service requirements of the staff on the grounds that the working hours have not arrived and the working hours have arrived.
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