First, actively organize and guide to create a learning atmosphere.
Employees are the creators of quality service and the shapers of social security image. Our center proposes to establish a "high-quality, efficient, clean and harmonious" social insurance agency as the goal, and strive to establish a "politically competent, professionally competent, clean style, strict discipline and good professional ethics" staff through various forms, angles and levels of educational activities. To this end, we have planned and carried out a series of activities such as "Look in the mirror more and look in the flashlight less" and "My work is error-free, and my service is satisfactory to you", inspiring employees with grand goals, leading employees with excellent leaders, and influencing employees with the power of example. * * * party member has played a vanguard and exemplary role in these activities, and maintained and demonstrated its advanced nature in quality service. The party branch has actively carried out a series of thematic activities such as creating a learning party branch, striving for Excellence, and "two obvious", which has played a vital role. In order to strengthen the basic management and realize the modernization of business management, we organize employees' business practice in the form of centralized training and self-study, counseling and discussion, and communication. From June 5 to April 38, 2005, all the staff of the organization center participated in the qualification examination of insurance agency staff in the province, and all the staff passed the examination successfully; Twice organized the heads of major departments of social security agencies to study in advanced units with high quality services such as Rui 'an, Yongjia and Dongtou; Over the past year, all cadres and workers have been organized to study intensively 17 times. At the same time, we also bought business or quality education books such as the Practice Book of Standardized Construction and Innovative Management of Social Security Center (I, II, III and IV) and the Work Injury Insurance Manual to expand the knowledge of employees. The workers said with deep feelings: in social security work, there is not only an atmosphere of doing a good job, but also better development opportunities for individuals in knowledge, ability and quality.
Two, improve the work system, standardize service behavior.
Perfecting rules and regulations is the need to realize the scientific and standardized management of social insurance agencies. We closely combine the activities of creating quality service windows with strengthening internal management, integrate experience, measures and new ideas into internal management and business handling, and carry out institutional innovation. The responsibility system for the construction of high-quality service window in Taishun Social Security Service Center has been formulated and improved one after another, including supervision and inspection system, target management system, open service system, etc., forming an operating mechanism with scientific decision-making, orderly management and efficient service. We have also formulated a series of service specifications based on post setting, job responsibilities and service scope, which are hung in obvious positions in the service hall. For example, staff members are not allowed to be late for work, leave early without reason and leave their jobs without authorization. X is not allowed to argue with the client or have rude behavior; Don't do anything unrelated to work during working hours; Do not shirk responsibility, perfunctory, and delay work; It is not allowed to use the convenience of work to ask customers for cards. In order to ensure the service in place, we also implemented five hard measures. First, the use of standardized terms is unified, taboo terms and improper expressions are eliminated, and a sense of intimacy is given to the insured units and insured personnel. The second is to implement the first-inquiry responsibility system and service commitment system, carefully examine the materials provided by the masses, and clearly inform all the requirements and precautions for accepting the permit at one time if any materials are missing or do not meet the requirements. The third is to carry out smile service, so that the masses can come with doubts and return with satisfaction. Fourth, except confidential documents and data, all business transactions are open. The fifth is to extend the window service to the customer site, and implement tracking service, appointment service and door-to-door service.
Third, increase capital investment and improve the office environment.
In order to create a spacious, bright, well-equipped, convenient and warm service environment, we insist on paying equal attention to hardware and software. Since June 5438+ 10, 2005, with the strong support of the provincial social security department and the county government, we have tried our best to raise more than 300,000 yuan to set up a service hall, and in May this year, a service hall of more than 200 square meters was built and put into use, which effectively changed the scattered, crowded and disorderly office environment in the past and further realized the standardization and standardization of service processes such as pension, medical care, unemployment and industrial injury insurance. One-stop service of one registration, one window registration and one base payment provides the hardware foundation, and at the same time, the old and slow computers are completely updated, which greatly improves the efficiency of window work.
Fourth, pay attention to detail service and highlight humanistic care.
In order to embody humanized service, we have set up business acceptance work areas in the service hall, such as policy business consultation, collection and payment, salary payment, audit and auditing, and set up various ancillary facilities and appliances such as air conditioners, drinking fountains, recliners, sofas, writing desks, pens and paper. Business processing flow, processing conditions, processing procedures, service standards, completion time limit, etc. It should be publicized on the wall, and at the same time, various formats of documents and convenience service guides should be provided for the convenience of customers. Open office space, low counter office, modern equipment, and people-friendly service facilities convey intimate services to the people who come to work. At the same time, we have established the concept of "seeing the truth in details and building an image through service", requiring all employees to be unambiguous in every small link, from service terms to gfd, from service environment to personal service ability. Not only proficient in their own business, but also able to bypass the working procedures and related requirements of relevant departments. In terms of service attitude, we are greeted with smiles, warmly greeted and warmly received; Sincere reception is zero distance, sincere work is zero error, and sincere service is zero complaint.
In order to better reflect humanistic care, since 2004, we have gained the support of local tax, ICBC and other departments through various efforts. ICBC has appointed a special person to work in our center to collect insurance premiums, which has changed the cumbersome procedures for the insured to travel back and forth between social security and local tax since the implementation of the two lines of revenue and expenditure. Many times, the business personnel of relevant departments were organized to go to Wenzhou Yongzhong resettlement site, Wenzhou Municipal Party Committee veteran cadre activity center, Yuhuan County and other places to handle insurance premium reimbursement procedures, and went deep into relevant towns and enterprises to conduct on-site work. And actively set out to create Taishun personnel, labor and social security network, browse and query relevant social insurance policies and regulations, business processes and matters needing attention on the website, so that the connotation of "I am satisfied with your service" is gradually extended.
Five, adhere to both rectification and construction, improve the supervision mechanism.
The work style and service quality should be evaluated by the clients, and the staff should be urged to take the satisfaction of the masses as the starting point and the end result of creating a quality service window. To this end, four measures have been taken: First, through various forms, the basis, procedures, conditions and time limit for handling affairs have been made public, an information desk and a telephone have been set up, and two comrades who are familiar with policies and businesses have been appointed to do a good job in reception. Second, the commitment and convenience measures are deployed, implemented and inspected together with business work. From the formulation of measures to supervision and inspection, a set of relatively perfect systems and regulations have been established, effectively ensuring the implementation of various measures. The third is to strengthen social supervision. Set up a work supervision team, set up a supervision suggestion book, publish a report phone number, accept complaints and suggestions from the masses, set up a public publicity column, and adhere to the principle that "every complaint must be justified, and every reason must be fruitful." Fourth, 13 experienced and professional performance supervisors were hired from the society, and letters of appointment were issued, giving them the power to check at any time. Convene supervisors' symposiums regularly to listen to opinions and suggestions.
Through the activities of "My service is your satisfaction" and creating a high-quality service window, the service awareness of the whole center has been significantly enhanced, the working methods have been significantly improved, the work efficiency has been significantly improved, and the quality of the team has been significantly improved, which has been well received by all insured units and individuals. The satisfaction rate of the insured to our service reached over 98%, which set up a good image of the social security service window. Social insurance has also been further developed. By the end of 10 this year, the number of people participating in the old-age insurance in our county has reached 2 1783, and 780 new employees have been employed in cities and towns, thus completing the task of 156% assigned by the city. The number of medical insurance participants 14939, with a net increase of 775, accounting for 1 10.7% of the tasks assigned by the city, and the number of industrial injury insurance participants 10575, with a net increase of 400, accounting for 100% of the tasks assigned by the city. The social insurance fund has a slight balance every year. By the end of 10, the accumulated balance of endowment insurance was 28.73 million yuan, of which the accumulated balance of endowment insurance for urban workers was170,600 yuan, and the payment capacity reached 8.5 months. Accumulated balance of endowment insurance premiums of public institutions 1 1.67 million yuan. The accumulated balance of basic medical insurance is 26.24 million yuan; The accumulated balance of industrial injury insurance is 6.5438+0.76 million yuan; Since the socialized distribution of pensions, retirees' pensions have been paid in full and on time.