Shangyangshi Street Community, Shangcheng District, Hangzhou is the birthplace of the first residents’ committee in New China and the birthplace of the party’s leadership in urban grassroots governance. In recent years, Shangyangshi Street Community has taken "residents’ needs" as the guide, "service integration" as the purpose, and "integration of matters" as the breakthrough point. By creating an institutionalized, standardized and standardized open position for government affairs, it has promoted benign interaction between the government and society, and actively guided residents to participate in co-construction, co-governance and sharing in an orderly manner.
First, take the "residents’ needs" as the lead, and realize the "extension of the tentacles" of information disclosure.
One is "a special area", with specifications set up on demand.The community has set up a special government affairs open area in the community service center, which is composed of five functional areas: government information inquiry, government information disclosure application, government service inquiry and handling, government affairs publicity and display, and government-citizen interaction and response. 24-hour self-service machines, public service inquiry machines, and government affairs open display screens are set up to release dynamic data in a timely manner, and the tentacles of information disclosure, government services, and government-citizen interaction are extended to grassroots communities.
The second is "a list", and the optimized form can be understood.According to the actual situation of the community, the needs of different types of residents for government information are subdivided, and the priority of government affairs disclosure content is defined according to the needs of residents, involving "three services" disclosure, social assistance, retirees, unemployed people, civil affairs benefits, garbage classification, etc., using text, pictures, audio, video, document attachments and other forms to provide government affairs data related to the vital interests of community residents, forming a public list, and promoting information disclosure with high quality.
The third is "a set of mechanisms" to enhance efficiency and warm people’s hearts.Establish and improve the government affairs openness and government service evaluation system, put out government affairs openness social evaluation questionnaires and suggestion boxes, introduce return visit mechanism and self-examination mechanism, and accept supervision and evaluation. At the same time, social workers visit residents daily to solicit opinions and suggestions to improve community government affairs openness and government services, and respond to social concerns with openness and transparency in the process of service and the results of handling matters, protect the masses’ right to know, and give play to the effectiveness of government affairs openness.
Second, with the purpose of "service integration", we will achieve "one-door management" for serving the people.
The first is to expand the communication platform and promote negotiation.On the one hand, build an information grid, create a "micro" community at your fingertips, take the street "people call me as" WeChat Mini Program as the entrance, and through the "point-to-point" interactive service model, realize 100% response, one-stop management demand response service; through the "red e-home" WeChat group launched by the industry committee and the WeChat group of residents in 13 areas to report the progress of the event in real time, and realize the closed loop of information processing. On the other hand, actively build a communication and discussion platform, and broaden the path for diverse groups to exchange opinions and form consensus through offline platforms such as public opinion roundtables and democratic talks, to ensure that community public affairs are discussed with the masses, invited to participate, and let the masses judge. In 2021, a total of 67 consultation meetings have been organized, with 46 topics discussed.
The second is to focus on personal matters and promote integrated services.Guided by the needs of the masses, scientifically formulate an empowered list of approval service items, and in accordance with the principle of "advance must advance" and "advance must advance if you can", and take the "run at most once" reform as an opportunity to promote the implementation of public service projects such as home-based elderly care, assistance, employment and entrepreneurship, and social security in the community. Simplify the process of residents’ affairs. 60 main personal affairs of residents, such as unemployment registration and low-income insurance applications, can be handled online, simplified, and nearby. Residents can accept them through the community government affairs open area or self-service all-in-one machines 24 hours a day. In addition, weaving a dense social organization service network, cultivating more than 30 social organizations such as the Folk Art Center for the Disabled and the Hemei Community Service Center, providing more than 150 various services such as elderly assistance and employment for the disabled, and serving more than 20,000 residents every year.
The third is to guide residents to participate and broaden governance channels.Transform the "good voice" of the people into a "new engine" of governance. Through residents’ attention and use of government information, improve residents’ awareness of participating in governance, guide residents to participate in community governance, and broaden community governance channels. For example, during the micro-update and transformation process, the process will be publicly announced in real time. After receiving the needs of elderly residents to install elevators, a meeting will be held to promote the elevator. Expert technicians working on the installation of elevators at two levels in the urban area will be invited to solve the problem on the spot. Deepen and promote the senior-friendly transformation of community facilities. Party members will take the lead and residents will participate to jointly discuss and negotiate various issues of service facilities.
Third, take the "integration of matters" as the breakthrough point to realize the improvement of the quality and efficiency of government services.
The first is to widely solicit public opinion and expand and refine services.Take the initiative to expand capacity to do "addition", relying on the three-level governance system of "street-community-grid" to connect with multiple parties, enter households at the wrong time, deeply grasp the service needs of residents, and assist in the government services such as social security, community correction, social security, social assistance, urban management, and environmental sanitation that are closely related to residents’ lives. Since the beginning of this year, the community staff has dispatched 150 people to distribute more than 3,400 consultation forms for the improvement and renovation of old residential areas to residents. After collection, 31 construction plans have been adjusted according to residents’ wishes, and 16 problems such as sewage blockage and side wall leakage have been solved.
The second is to improve the environment and handle things efficiently.The community actively promotes the construction of positions and upgrades to build a "Baitonggang" service desk. With the goal of "only entering one door and only finding one person" for the masses, we continue to promote the centralized handling of government services. Residents only need to submit a complete set of application materials. Community staff go through various transfer procedures in the shortest possible time, and realize "front desk acceptance and background circulation" to continuously improve the efficiency of community government services. According to the construction requirements of government service items "should be advanced as much as possible" and public service items "can be advanced as much as possible", the list of convenience services for Baitonggang in this community has reached 52. All 13 community full-time staff have completed the training of Baitonggang and can work independently, realizing the transformation of community services from "special post" to "all-round post".
The third is multi-party linkage, and residents build a system.While promoting the standardization and legalization of government services, broaden the public’s participation in public affairs, form an effective co-governance system, and improve the quality of government services. Continue to improve brands such as "Neighborhood Duty Room" and "Fang Governance". Through residents’ self-recommendation and joint recommendation, more than 200 in-service party members, business owners, and social organization professionals in the building will be included in the "Fang" representatives, and N service teams will be formed to analyze and judge the problems that residents have strongly reflected, and form "Community People’s Livestock Micro-projects", which will be publicly claimed in the community government service area to help the community solve a large number of "emergency special" problems and stimulate the endogenous motivation of neighborhood consultation and governance. Since the beginning of this year, the community neighborhood duty room has dealt with a total of 61 problems, and put forward 21 suggestions through the "square governance" model. Among them, the renovation of the small square in Jinshiyuan, the optimization of drying racks, and the dredging of rain and sewage pipes in Jinshiyuan have been promoted.
