12345便民服务平台工作实施方案和运行管理办法
<p class="MsoNormal" align="center" style="margin-right:0.0000pt;margin-left:0.0000pt;mso-para-margin-left:0.0000gd;padding:0pt 0pt 0pt 0pt ;word-break:break-all;text-autospace:ideograph-numeric;mso-pagination:widow-orphan;text-align:center;line-height:27.0000pt;mso-line-height-rule:exactly;"><b><span style="font-family: 方正小标宋简体; letter-spacing: 0pt; font-size: 22pt;">XXXX12345便民服务平台</span></b><span style="mso-spacerun:'yes';font-family:方正小标宋简体;font-size:22.0000pt;mso-font-kerning:1.0000pt;"><o:p></o:p></span></p><p class="MsoNormal" align="center" style="margin-right:0.0000pt;margin-left:0.0000pt;mso-para-margin-left:0.0000gd;padding:0pt 0pt 0pt 0pt ;word-break:break-all;text-autospace:ideograph-numeric;mso-pagination:widow-orphan;text-align:center;line-height:27.0000pt;mso-line-height-rule:exactly;"><b><span style="font-family: 方正小标宋简体; letter-spacing: 0pt; font-size: 22pt;">工作实施方案和运行管理办法</span></b><span style="mso-spacerun:'yes';font-family:方正小标宋简体;font-size:22.0000pt;mso-font-kerning:1.0000pt;"><o:p></o:p></span></p><p class="MsoNormal" align="justify" style="margin-right:0.0000pt;margin-left:0.0000pt;mso-para-margin-left:0.0000gd;text-indent:32.0000pt;padding:0pt 0pt 0pt 0pt ;word-break:break-all;text-autospace:ideograph-numeric;mso-pagination:widow-orphan;text-align:justify;text-justify:inter-ideograph;line-height:27.0000pt;mso-line-height-rule:exactly;"><span style="font-family: Calibri; letter-spacing: 0pt; font-size: 16pt;"> </span><span style="mso-spacerun:'yes';font-family:Calibri;mso-fareast-font-family:宋体;font-size:16.0000pt;mso-font-kerning:1.0000pt;"><o:p></o:p></span></p><p class="MsoNormal" align="justify" style="margin-right:0.0000pt;margin-left:0.0000pt;mso-para-margin-left:0.0000gd;text-indent:32.0000pt;padding:0pt 0pt 0pt 0pt ;word-break:break-all;text-autospace:ideograph-numeric;mso-pagination:widow-orphan;text-align:justify;text-justify:inter-ideograph;line-height:27.0000pt;mso-line-height-rule:exactly;"><span style="font-family: 仿宋; letter-spacing: 0pt; font-size: 16pt;"><font face="仿宋">为更好地服务广大市民，进一步提升社会管理能力和水平，根据</font>XXXX市人民政府办公室《关于印发XXXX市12345便民服务平台组建方案和运行管理办法的通知》（龙政办〔2016〕355号）文件精神，结合局工作实际，制订12345便民服务平台工作实施方案和运行管理办法。</span><span style="mso-spacerun:'yes';font-family:Calibri;mso-fareast-font-family:宋体;font-size:16.0000pt;mso-font-kerning:1.0000pt;"><o:p></o:p></span></p><p class="MsoNormal" align="justify" style="margin-right:0.0000pt;margin-left:0.0000pt;mso-para-margin-left:0.0000gd;text-indent:32.0000pt;padding:0pt 0pt 0pt 0pt ;word-break:break-all;text-autospace:ideograph-numeric;mso-pagination:widow-orphan;text-align:justify;text-justify:inter-ideograph;line-height:27.0000pt;mso-line-height-rule:exactly;"><span style="font-family: 黑体; letter-spacing: 0pt; font-size: 16pt;">一、工作定位</span><span style="mso-spacerun:'yes';font-family:Calibri;mso-fareast-font-family:宋体;font-size:16.0000pt;mso-font-kerning:1.0000pt;"><o:p></o:p></span></p><p class="MsoNormal" align="justify" style="margin-right:0.0000pt;margin-left:0.0000pt;mso-para-margin-left:0.0000gd;text-indent:32.0000pt;padding:0pt 0pt 0pt 0pt ;word-break:break-all;text-autospace:ideograph-numeric;mso-pagination:widow-orphan;text-align:justify;text-justify:inter-ideograph;line-height:27.0000pt;mso-line-height-rule:exactly;"><span style="font-family: 仿宋; letter-spacing: 0pt; font-size: 16pt;"><font face="仿宋">根据上级统一安排部署，遵循</font>“简便、高效、共享”的原则，局依托正在运行的XXXX市12345便民服务平台，积极承接服务平台转交的群众非紧急救助类咨询、求助、投诉、意见、建议等相关诉求。局各科室、下属企业（以下简称“各承办单位”）根据各自承担职责情况，认真配合XX科做好12345便民服务平台转交的诉求件承办工作，确保市民各种诉求能得到及时、有效处理。</span><span style="mso-spacerun:'yes';font-family:Calibri;mso-fareast-font-family:宋体;font-size:16.0000pt;mso-font-kerning:1.0000pt;"><o:p></o:p></span></p><p class="MsoNormal" align="justify" style="margin-right:0.0000pt;margin-left:0.0000pt;mso-para-margin-left:0.0000gd;text-indent:32.0000pt;padding:0pt 0pt 0pt 0pt ;word-break:break-all;text-autospace:ideograph-numeric;mso-pagination:widow-orphan;text-align:justify;text-justify:inter-ideograph;line-height:27.0000pt;mso-line-height-rule:exactly;"><span style="font-family: 黑体; letter-spacing: 0pt; font-size: 16pt;">二、组织领导</span><span style="mso-spacerun:'yes';font-family:Calibri;mso-fareast-font-family:宋体;font-size:16.0000pt;mso-font-kerning:1.0000pt;"><o:p></o:p></span></p><p class="MsoNormal" align="justify" style="margin-right:0.0000pt;margin-left:0.0000pt;mso-para-margin-left:0.0000gd;text-indent:32.0000pt;padding:0pt 0pt 0pt 0pt ;word-break:break-all;text-autospace:ideograph-numeric;mso-pagination:widow-orphan;text-align:justify;text-justify:inter-ideograph;line-height:27.0000pt;mso-line-height-rule:exactly;"><span style="font-family: 仿宋; letter-spacing: 0pt; font-size: 16pt;"><font face="仿宋">局成立由主任为组长、分管</font>XX科副主任为常务副组长，局各科室负责人为成员的12345便民服务平台工作领导小组。领导小组下设办公室（XX科），具体负责牵头接收、分办、反馈市12345便民服务平台转交办或督办的诉求事项；提供、更新涉及XX业务的知识库信息。XX科电话（0597-3102631）为24小时值班电话，必须确保24小时畅通且有专人接听。</span><span style="mso-spacerun:'yes';font-family:Calibri;mso-fareast-font-family:宋体;font-size:16.0000pt;mso-font-kerning:1.0000pt;"><o:p></o:p></span></p><p class="MsoNormal" align="justify" style="margin-right:0.0000pt;margin-left:0.0000pt;mso-para-margin-left:0.0000gd;text-indent:32.0000pt;padding:0pt 0pt 0pt 0pt ;word-break:break-all;text-autospace:ideograph-numeric;mso-pagination:widow-orphan;text-align:justify;text-justify:inter-ideograph;line-height:27.0000pt;mso-line-height-rule:exactly;"><span style="font-family: 黑体; letter-spacing: 0pt; font-size: 16pt;">三、办理程序</span><span style="mso-spacerun:'yes';font-family:Calibri;mso-fareast-font-family:宋体;font-size:16.0000pt;mso-font-kerning:1.0000pt;"><o:p></o:p></span></p><p class="MsoNormal" align="justify" style="margin-right:0.0000pt;margin-left:0.0000pt;mso-para-margin-left:0.0000gd;text-indent:32.1500pt;padding:0pt 0pt 0pt 0pt ;word-break:break-all;text-autospace:ideograph-numeric;mso-pagination:widow-orphan;text-align:justify;text-justify:inter-ideograph;line-height:27.0000pt;mso-line-height-rule:exactly;"><b><span style="font-family: 楷体; letter-spacing: 0pt; font-size: 16pt;">（一）集中受理。</span></b><span style="font-family: 仿宋; letter-spacing: 0pt; font-size: 16pt;"><font face="仿宋">由局</font>12345便民服务平台工作领导小组办公室（XX科）统一接收市12345便民服务平台转交办或督办件，并先行确定受理或退转。</span><span style="mso-spacerun:'yes';font-family:Calibri;mso-fareast-font-family:宋体;font-size:16.0000pt;mso-font-kerning:1.0000pt;"><o:p></o:p></span></p><p class="MsoNormal" align="justify" style="margin-right:0.0000pt;margin-left:0.0000pt;mso-para-margin-left:0.0000gd;padding:0pt 0pt 0pt 0pt ;word-break:break-all;text-autospace:ideograph-numeric;mso-pagination:widow-orphan;text-align:justify;text-justify:inter-ideograph;line-height:27.0000pt;mso-line-height-rule:exactly;"><b><span style="font-family: 楷体; letter-spacing: 0pt; font-size: 16pt;"> （二）分类处置。</span></b><span style="font-family: 仿宋; letter-spacing: 0pt; font-size: 16pt;"><font face="仿宋">对市</font>12345便民服务平台转交办或督办件先由XX科予以受理；后根据转交办或督办件内容拟定交办意见交领导签批，再交各承办单位承办；各承办单位根据各自职责对转交办或督办件进行认真答复，答复完毕后交XX科统一上网回复。</span><span style="mso-spacerun:'yes';font-family:Calibri;mso-fareast-font-family:宋体;font-size:16.0000pt;mso-font-kerning:1.0000pt;"><o:p></o:p></span></p><p class="MsoNormal" align="justify" style="margin-right:0.0000pt;margin-left:0.0000pt;mso-para-margin-left:0.0000gd;text-indent:32.1500pt;padding:0pt 0pt 0pt 0pt ;word-break:break-all;text-autospace:ideograph-numeric;mso-pagination:widow-orphan;text-align:justify;text-justify:inter-ideograph;line-height:27.0000pt;mso-line-height-rule:exactly;"><b><span style="font-family: 仿宋; letter-spacing: 0pt; font-size: 16pt;">1、直接解答。</span></b><span style="font-family: 仿宋; letter-spacing: 0pt; font-size: 16pt;"><font face="仿宋">对于能解答的咨询、求助类事项，各承办单位应在</font>2个工作日内办结，留有详细姓名及电话号码的，应进行电话回复。</span><span style="mso-spacerun:'yes';font-family:Calibri;mso-fareast-font-family:宋体;font-size:16.0000pt;mso-font-kerning:1.0000pt;"><o:p></o:p></span></p><p class="MsoNormal" align="justify" style="margin-right:0.0000pt;margin-left:0.0000pt;mso-para-margin-left:0.0000gd;text-indent:32.1500pt;padding:0pt 0pt 0pt 0pt ;word-break:break-all;text-autospace:ideograph-numeric;mso-pagination:widow-orphan;text-align:justify;text-justify:inter-ideograph;line-height:27.0000pt;mso-line-height-rule:exactly;"><b><span style="font-family: 仿宋; letter-spacing: 0pt; font-size: 16pt;">2、及时办理。</span></b><span style="font-family: 仿宋; letter-spacing: 0pt; font-size: 16pt;">对不能直接解答的事项，按照以下程序办理：</span><span style="mso-spacerun:'yes';font-family:Calibri;mso-fareast-font-family:宋体;font-size:16.0000pt;mso-font-kerning:1.0000pt;"><o:p></o:p></span></p><p class="MsoNormal" align="justify" style="margin-right:0.0000pt;margin-left:0.0000pt;mso-para-margin-left:0.0000gd;text-indent:32.0000pt;padding:0pt 0pt 0pt 0pt ;word-break:break-all;text-autospace:ideograph-numeric;mso-pagination:widow-orphan;text-align:justify;text-justify:inter-ideograph;line-height:27.0000pt;mso-line-height-rule:exactly;"><span style="font-family: 仿宋; letter-spacing: 0pt; font-size: 16pt;"><font face="仿宋">（</font>1）2个工作日内先行回复。承办单位在受理的2个工作日内先行回复来电（提问）人，进一步了解诉求，告知办理程序。对因客观条件限制或其他原因当前无法解决的事项，做好详细解释和疏导教育工作，取得理解和支持。对来电（提问）人的建言献策，应认真对待，仔细研究，对来电（提问）人积极参政议政表示感谢。</span><span style="mso-spacerun:'yes';font-family:Calibri;mso-fareast-font-family:宋体;font-size:16.0000pt;mso-font-kerning:1.0000pt;"><o:p></o:p></span></p><p class="MsoNormal" align="justify" style="margin-right:0.0000pt;margin-left:0.0000pt;mso-para-margin-left:0.0000gd;text-indent:32.0000pt;padding:0pt 0pt 0pt 0pt ;word-break:break-all;text-autospace:ideograph-numeric;mso-pagination:widow-orphan;text-align:justify;text-justify:inter-ideograph;line-height:27.0000pt;mso-line-height-rule:exactly;"><span style="font-family: 仿宋; letter-spacing: 0pt; font-size: 16pt;"><font face="仿宋">（</font>2）3个工作日内办结并上报。各承办单位在接到便民服务平台办理事项后，要迅速开展工作，并在3个工作日内办结并将办结情况报XX科上传到市12345便民服务平台发布。</span><span style="mso-spacerun:'yes';font-family:Calibri;mso-fareast-font-family:宋体;font-size:16.0000pt;mso-font-kerning:1.0000pt;"><o:p></o:p></span></p><p class="MsoNormal" align="justify" style="margin-right:0.0000pt;margin-left:0.0000pt;mso-para-margin-left:0.0000gd;text-indent:32.0000pt;padding:0pt 0pt 0pt 0pt ;word-break:break-all;text-autospace:ideograph-numeric;mso-pagination:widow-orphan;text-align:justify;text-justify:inter-ideograph;line-height:27.0000pt;mso-line-height-rule:exactly;"><span style="font-family: 仿宋; letter-spacing: 0pt; font-size: 16pt;"><font face="仿宋">（</font>3）延长期限不得超过10个工作日。对因情况复杂，不能按期办结的，应在规定期限内上报初查报告，并说明不能办结的原因。同时，可适当延长办理期限，但延长期限不得超过10个工作日。</span><span style="mso-spacerun:'yes';font-family:Calibri;mso-fareast-font-family:宋体;font-size:16.0000pt;mso-font-kerning:1.0000pt;"><o:p></o:p></span></p><p class="MsoNormal" align="justify" style="margin-right:0.0000pt;margin-left:0.0000pt;mso-para-margin-left:0.0000gd;text-indent:32.1500pt;padding:0pt 0pt 0pt 0pt ;word-break:break-all;text-autospace:ideograph-numeric;mso-pagination:widow-orphan;text-align:justify;text-justify:inter-ideograph;line-height:27.0000pt;mso-line-height-rule:exactly;"><b><span style="font-family: 楷体; letter-spacing: 0pt; font-size: 16pt;">（三）协调督办。</span></b><span style="font-family: 仿宋; letter-spacing: 0pt; font-size: 16pt;">XX科应对市12345便民服务平台转交办件中的督办件予以重点关注，协调督办。其中，对各承办单位逾期未办结事项，应督促承办单位书面上报情况，说明理由，在规定时间内予以办结；对办理结果不实或办理程序存在明显问题的事项，应督促承办单位予以整改并重新上报办理结果。</span><span style="mso-spacerun:'yes';font-family:Calibri;mso-fareast-font-family:宋体;font-size:16.0000pt;mso-font-kerning:1.0000pt;"><o:p></o:p></span></p><p class="MsoNormal" align="justify" style="margin-right:0.0000pt;margin-left:0.0000pt;mso-para-margin-left:0.0000gd;text-indent:32.1500pt;padding:0pt 0pt 0pt 0pt ;word-break:break-all;text-autospace:ideograph-numeric;mso-pagination:widow-orphan;text-align:justify;text-justify:inter-ideograph;line-height:27.0000pt;mso-line-height-rule:exactly;"><b><span style="font-family: 楷体; letter-spacing: 0pt; font-size: 16pt;">（四）回访检查。</span></b><span style="font-family: 仿宋; letter-spacing: 0pt; font-size: 16pt;">XX科将定期对各承办单位办理的咨询、投诉件进行通报，按一定比例随机开展抽查，电话回访市民群众，以此检验承办单位办理反馈是否及时，办理程序是否规范，办理意见是否属实等情况，并了解市民群众对办理结果是否满意，以确保办理质量。</span><span style="mso-spacerun:'yes';font-family:Calibri;mso-fareast-font-family:宋体;font-size:16.0000pt;mso-font-kerning:1.0000pt;"><o:p></o:p></span></p><p class="MsoNormal" align="justify" style="margin-right:0.0000pt;margin-left:0.0000pt;mso-para-margin-left:0.0000gd;text-indent:32.0000pt;padding:0pt 0pt 0pt 0pt ;word-break:break-all;text-autospace:ideograph-numeric;mso-pagination:widow-orphan;text-align:justify;text-justify:inter-ideograph;line-height:27.0000pt;mso-line-height-rule:exactly;"><span style="font-family: 黑体; letter-spacing: 0pt; font-size: 16pt;">四、工作要求</span><span style="mso-spacerun:'yes';font-family:Calibri;mso-fareast-font-family:宋体;font-size:16.0000pt;mso-font-kerning:1.0000pt;"><o:p></o:p></span></p><p class="MsoNormal" align="justify" style="margin-right:0.0000pt;margin-left:0.0000pt;mso-para-margin-left:0.0000gd;text-indent:32.1500pt;padding:0pt 0pt 0pt 0pt ;word-break:break-all;text-autospace:ideograph-numeric;mso-pagination:widow-orphan;text-align:justify;text-justify:inter-ideograph;line-height:27.0000pt;mso-line-height-rule:exactly;"><b><span style="font-family: 楷体; letter-spacing: 0pt; font-size: 16pt;">（一）统一思想认识。</span></b><span style="font-family: 仿宋; letter-spacing: 0pt; font-size: 16pt;"><font face="仿宋">各相关科室要清醒地认识到开通</font>12345便民服务平台，有助于科学整合并利用各类政务资源，最大限度地方便市民咨询、投诉和反映问题；有助于及时解决群众诉求，推动改进政府机关的工作作风，提高政府部门办事效率；有助于广泛倾听民意、了解民情、集中民智，推动政府部门科学民主决策。要从落实科学发展观、创新社会管理和关注民生的高度，加强领导，落实措施，完善机制，推动形成快捷、畅通、高效的咨询求助服务综合平台。</span><span style="mso-spacerun:'yes';font-family:Calibri;mso-fareast-font-family:宋体;font-size:16.0000pt;mso-font-kerning:1.0000pt;"><o:p></o:p></span></p><p class="MsoNormal" align="justify" style="margin-right:0.0000pt;margin-left:0.0000pt;mso-para-margin-left:0.0000gd;text-indent:32.1500pt;padding:0pt 0pt 0pt 0pt ;word-break:break-all;text-autospace:ideograph-numeric;mso-pagination:widow-orphan;text-align:justify;text-justify:inter-ideograph;line-height:27.0000pt;mso-line-height-rule:exactly;"><b><span style="font-family: 楷体; letter-spacing: 0pt; font-size: 16pt;">（二）加强工作力量。</span></b><span style="font-family: 仿宋; letter-spacing: 0pt; font-size: 16pt;"><font face="仿宋">局各科室要高度重视</font>12345便民服务平台转交办或督办件的承办工作，认真负责相关事项的回复工作，确保回复工作的及时性、有效性和准确性。</span><span style="mso-spacerun:'yes';font-family:Calibri;mso-fareast-font-family:宋体;font-size:16.0000pt;mso-font-kerning:1.0000pt;"><o:p></o:p></span></p><p class="MsoNormal" align="justify" style="margin-right:0.0000pt;margin-left:0.0000pt;mso-para-margin-left:0.0000gd;text-indent:32.1500pt;padding:0pt 0pt 0pt 0pt ;word-break:break-all;text-autospace:ideograph-numeric;mso-pagination:widow-orphan;text-align:justify;text-justify:inter-ideograph;line-height:27.0000pt;mso-line-height-rule:exactly;"><b><span style="font-family: 楷体; letter-spacing: 0pt; font-size: 16pt;">（三）注重责任落实。</span></b><span style="font-family: 仿宋; letter-spacing: 0pt; font-size: 16pt;">XX科年终将对各承办单位回复情况进行汇总评估，并将评估结果报局领导审阅；同时，评估结果也将作为各相关科室年终考核、绩效考评的依据，确保便民服务平台的各项措施落到实处。</span><span style="mso-spacerun:'yes';font-family:Calibri;mso-fareast-font-family:宋体;font-size:16.0000pt;mso-font-kerning:1.0000pt;"><o:p></o:p></span></p><p></p>
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