北京市水务系统“接诉即办”的工作实践及启示

The practice and enlightenment of water conservancy ’Swift Response to Public Complaints’ in Beijing

阐述了北京市水务系统涉水诉求概况,以及北京市水务系统接诉即办工作的实践和成效,分析了涉水主要难点问题产生的原因和水务部门所采取的举措,最后总结提炼出水务系统“接诉即办”工作的经验和启示:“坚持党建引领,建立‘我为群众办实事’长效机制;坚持主动治理,未诉先办,提高服务水平;坚持条块结合,上下协同,提高办诉效率;坚持以人民为中心,做好群众解释工作;坚持依法办理,向市民普及法律知识,提升工作人员法治水平,营造良好社会氛围。”北京市水务部门运用相关机制、路径、渠道和措施,解决好人民群众的急难愁盼涉水问题,使市民更有获得感,幸福感,也为北京市接诉即办工作提供了有益的经验和启示。

This study expounds the survey of water related appeals and the practice and effect of “Swift Response to Public Complaints”in Beijing water conservancies. By analyzing the causes of the main waterrelated appeals and the measures taken by the water affairs department, experience and enlightenment of the work of " Swift Response to Public Complaints " in the water affairs system are summarized and extracted:(1) ’Swift Response to Public Complaints’ work.(2) Adhere to the Leadership of the Communist Party of China, and establish a long-term mechanism of "Doing Practical Things for the Masses".(3) Insist on active governance, meaning that“do it before appeal and improve the service level”.(4) Adhere to integration of departments and regions, the upper and lower coordination, and improve the efficiency of solving the problems.(5) Insist on people-centered and make good explanations for the masses;Adhere to administration by law, popularize legal knowledge to citizens, improve the staff’s thinking level of rule of law, and create a good social atmosphere. The Beijing Water Affairs Department utilized these mechanisms, paths,channels, and measures to solve people’s urgencies, difficulties, anxieties, and wading problems, so that the citizens have a sense of gain and happiness. In addition, these provides Beijing with the ability to handle complaints immediately as well as useful experience and enlightenment.