Social security window service standardization system

Social insurance service window is a grass-roots unit that serves enterprises and the public directly, and is the bridge and link between the Party and the government and the public. According to Wenzhou Municipal Bureau of Labor and Social Security "Wenzhou City, labor and social security system to create quality service window assessment and scoring rules" (for trial implementation) (Wenlao discipline supervision [2006] No. 100 and "on the issuance of social security service centers in the county to carry out the creation of high-quality service window activities to implement the views of the notice" (Thai people labor social [2006] No. 76) requirements, our center to "Three Represents" important thought as a guide, to carry out the "consolidate to maintain the **** the achievements of the advanced nature of the party's educational activities" as an opportunity to enhance the sense of service, improve the style of work, improve the efficiency of the work, and strictly in accordance with the law, to provide the masses with satisfactory service as the goal! The company has been providing civilized, honest, enthusiastic and positive quality services to the insured and retired workers face to face, heart to heart, and in a practical way, and has created a quality service window, which has strongly promoted the healthy development of the social insurance work in the county. Now the work carried out over the past year is summarized as follows:

A positive organization and guidance to create a learning atmosphere

The workers are the creators of high-quality service, is the social security image shaper. I center to create "high quality, efficient, clean, harmonious" social insurance agency as the goal, through multi-form, multi-angle, multi-level educational activities, efforts to establish a "politically sound, good business, style, discipline, with good professional ethics cultivation "The staff team with good professional ethics. To this end, has planned and carried out the "more mirror, less torch", "my work without error, my service you satisfied" and other series of activities to inspire the staff with ambitious goals, excellent leadership to lead the staff, the power of role models to influence the staff. *** Party members give full play to their exemplary role in these activities, maintaining and demonstrating their advanced nature in quality service. The party branch actively carries out a series of thematic activities such as creating a learning party branch, striving for excellence and two obviousness, and plays the role of a living force. In order to strengthen the basic management and modernize the way of business management, it takes the form of centralized training and self-study, counselling and seminar and exchange, and organizes the business practice of the workers. in December 2005, it organized all the workers of the center to participate in the qualification examination for the staff of the provincial insurance agencies, and all of them passed the examination successfully; it twice organized the persons in charge of the main sections of the social security agencies to go to Rui'an, Yongjia, Dongtou and other Quality service advanced units to study; organization of all cadres and staff to focus on learning 17 times a year. At the same time, we also purchased "social security center standard construction and innovative management practices book" (I, II, III, IV), "Workers' Compensation Insurance Handbook" and other business or quality education books, to expand the knowledge of the staff. Employees said with deep feeling: work in the social security, not only the atmosphere of good work, but also personal knowledge, ability, quality and other aspects of better development opportunities.

Two, improve the work system, standardize service behavior

Sound rules and regulations is the realization of the social insurance agency management scientific, standardized needs. We carry out the activities of creating a quality service window and strengthen internal management is closely linked to the experience, measures and new ideas into the internal management and business operations, system innovation. We have successively formulated and improved the "Taishun County Social Security Service Center Quality Service Window Construction Responsibility System", which includes "Supervision and Inspection Work System", "Target Management System", and "Clerical Disclosure System", etc., and formed the operation mechanism of scientific decision-making, orderly management, and efficient service. We also according to the job setup, job responsibilities and scope of services, developed a series of service norms, hanging in the service hall in a conspicuous position, such as the staff "five do not allow", that is, not allowed to be late for work and leave without permission; not allowed to x and the service object of the dispute or rude behavior; not allowed to work time to do things unrelated to work; not allowed to shirking responsibilities, unauthorized leave the workplace; not allowed to do things, not allowed to work, not allowed to do things, not allowed to do things. Things; not allowed to shirk, perfunctory, work; not allowed to take advantage of the work to the service object to ask for money. In order to ensure that the service is in place, we have implemented five hard measures, one is the unified use of standardized language, to eliminate taboo language and improper expression of tone, to the insurance units and participants to the sense of cordiality. The second is the implementation of the first-ask responsibility system and service commitment system, the materials provided by the public carefully review, if there are missing materials or do not meet the requirements, to achieve a one-time clearly inform the acceptance of all the requirements and precautions for the license. Third, the implementation of the smile service, so that the masses come in doubt and return satisfied. Fourth, in addition to the secret documents and data, all the contents of business operations are made public. Fifth, the window service to extend to the service object site, the implementation of tracking service, appointment service and door-to-door service.

Three, increase capital investment, improve the office environment

In order to create a spacious and bright, well-equipped, convenient and warm service environment, we adhere to the hardware and software together. From October 2005, in the provincial social security office and the county government, the county government's strong support, by all means to raise more than 300,000 yuan of funds, began to create the office hall, and in May this year will be more than 200 square meters of the office hall was completed and put into use, and effectively change the previous scattered, crowded, orderly and chaotic office environment, in order to further realize the old age pension, medical care, unemployment, work-related injury insurance standardized service Process, simplify the registration and declaration procedures, the implementation of a registration, registration and declaration of a window, payment of a base of one-stop service to provide the hardware foundation, but also the original old, slow computer to carry out a comprehensive update, greatly improving the efficiency of the window.

Four, pay attention to the details of the service, highlighting the humanistic care

In order to reflect the humanized service, we have a policy and business consulting, levy, treatment payment, audit audit and other business acceptance of the work area in the hall, set up an air conditioner, drinking fountains, resting chairs, sofas, writing desks, pens, paper, and other ancillary facilities and utensils. Business processes, processing conditions, procedures, service standards, and time frames for completion are publicized on the walls, while various types of format instruments and user-friendly service guides are available for easy reference and completion by service recipients. Open office space, low-counter office, modern equipment, affectionate service facilities, to the masses to come to the office to deliver a loving service. At the same time, we have established the concept of "see the true feelings in the smallest places, service in the tree image", requiring all staff from the service language to grooming, from the service environment to personal service capabilities, every small link can not be ambiguous. Not only proficient in their own business, but also through the relevant departments of the work program and the relevant requirements. In the service attitude, to do a smiling face to welcome, a warm greeting, a passionate reception; sincere reception zero distance, sincere work zero error, sincere service zero complaint.

In order to better reflect the humanistic care, from 2004 onwards, we have made efforts to obtain the support of the local tax, ICBC and other departments, the ICBC assigned a person in my center office, collecting insurance premiums, changing the implementation of the implementation of the two lines of income and two lines of income since the insured in the social security and the local tax back and forth between the participation in the insurance, the payment of fees and cumbersome procedures; many times the organization of the relevant sections of the business staff to Wenzhou Yongzhong immigrants, Wenzhou, the Municipal Party Committee of the old cadres activity center, Yuzhou Wenzhou Yongzhong Immigration Point, Wenzhou Municipal Party Committee Elderly Cadres Activity Center, Yuhuan County and other locations for on-site insurance premium reimbursement procedures, and in-depth in the relevant townships and enterprises, on-site office. And actively embarked on the creation of Taishun personnel and labor social security network, the relevant social insurance policies and regulations, business processes, instructions, etc. in the website browsing, querying, so that "my service to your satisfaction," the connotation of the gradual extension.

Fifth, adhere to the corrective construction and improve the supervision mechanism

How the work style, service quality is good or bad, we leave it to the service recipients to comment, and urge the staff to the masses to be satisfied with the satisfaction of the people, happy or not as the starting point for the creation of a high-quality service window and the landing point. To this end, to take four measures: First, through a variety of forms, open the basis for doing business, procedures, conditions, time limit for completion, set up a consulting desk, consulting phone number, designate two comrades familiar with policy and business to do a good job of reception. Second, the commitment to matters and convenience measures and operational work with the deployment, implementation and inspection, from the development of measures to monitor and inspect a set of more comprehensive systems and regulations have been established to effectively ensure that the measures are put into practice. Third, strengthening social supervision. The establishment of work supervision group, the establishment of the supervision of the opinion book, published a report phone, accept public complaints and comments and suggestions, the establishment of publicity columns, and adhere to the "complaints must be justified, justified must be fruitful". Four from the community hired 13 experienced, specialized performance supervisors, issued a letter of appointment, empowerment, check at any time. Regularly convene a symposium of supervisors to listen to comments and suggestions.

Through the solid implementation of "my service to your satisfaction" and other activities to create high-quality service window, the whole center of the service consciousness has been significantly enhanced, the work method has been significantly improved, the efficiency has been significantly improved, the quality of the team has been significantly improved, and has been unanimously praised by the participating units and individuals, the participants in the insurance personnel satisfaction rate with our services up to 98% or more, to establish the quality of service. The satisfaction rate of the insured to our service reaches more than 98%, which establishes a good image of the window of social insurance service. Social insurance business has also been further developed, to the end of October this year, our county **** the number of people participating in old-age insurance amounted to 21,783 people, the net increase in the number of urban workers insured people 780 people, to complete the number of municipal mandates 156%; participate in the number of 14,939 people in the medical insurance, the net increase in the number of insured people 775 people, to complete the number of municipal mandates 110.7%, to participate in the number of 10,575 people in the industrial injury insurance, a net increase of 400 people, to complete the number of municipal mandates 110.7%, to participate in the number of 10,575 The number of people participating in work injury insurance was 10575, with a net increase of 400 people, completing 100% of the number of tasks issued by the city. The social insurance fund has slight savings in all years, by the end of October, the accumulated balance of pension insurance 28.73 million yuan, of which 17.06 million yuan of accumulated balance of urban workers' pension insurance, the ability to pay up to 8.5 months; 11.67 million yuan of accumulated balance of pension insurance premiums for institutions. Basic medical insurance accumulated balance of 26.24 million yuan; Workers' Compensation Insurance accumulated balance of 1.76 million yuan; since the new implementation of the socialization of pensions, retirees' pensions are paid in full and on time.

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