北京建筑大學：堅持“四線聯動”，優化提升“接訴即辦”服務效率
北(bei)京建筑大(da)學堅持“以師(shi)(shi)生為(wei)中心”發(fa)展理念，創(chuang)新搭(da)建校內“接(jie)訴即辦(ban)”師(shi)(shi)生服務平臺，充(chong)分發(fa)揮廣大(da)師(shi)(shi)生員工積極性、主動性、參(can)與性，把(ba)問題解決(jue)在(zai)校內層面(mian)，把(ba)矛(mao)盾化解在(zai)萌芽狀態，把(ba)糾紛(fen)消除在(zai)前端源頭，建立為(wei)師(shi)(shi)生辦(ban)實(shi)事的(de)長效機(ji)制。
一、堅持高站位推動，推進干部撲到一線
成(cheng)立工(gong)(gong)(gong)作(zuo)專(zhuan)班(ban)和13個(ge)專(zhuan)項工(gong)(gong)(gong)作(zuo)組(zu)，完善體制機制，貫(guan)徹實(shi)施(shi)“1+2+3+4”工(gong)(gong)(gong)作(zuo)方針，即緊(jin)緊(jin)圍繞為(wei)師生(sheng)(sheng)解決(jue)急難愁盼問題的(de)主(zhu)線(xian)(xian)(xian)，將校內接(jie)(jie)訴(su)(su)即辦作(zuo)為(wei)服務師生(sheng)(sheng)“最后一公里”的(de)主(zhu)渠道；鞏固“線(xian)(xian)(xian)上(shang)網(wang)絡(luo)+線(xian)(xian)(xian)下電話”兩條(tiao)受理路線(xian)(xian)(xian)，隨時接(jie)(jie)收師生(sheng)(sheng)訴(su)(su)求；夯(hang)實(shi)“響應+辦結+回訪(fang)”三步工(gong)(gong)(gong)作(zuo)流程(cheng)，確(que)保(bao)件(jian)件(jian)有著落，事事有回音；實(shi)現四級(ji)工(gong)(gong)(gong)作(zuo)聯動(dong)，建立校領(ling)(ling)導、各職能(neng)部門、各二級(ji)學院、各單位接(jie)(jie)訴(su)(su)即辦工(gong)(gong)(gong)作(zuo)專(zhuan)員(yuan)互聯互通工(gong)(gong)(gong)作(zuo)機制，加強上(shang)下縱(zong)深聯動(dong)，全力保(bao)障訴(su)(su)件(jian)解決(jue)。黨(dang)員(yuan)干部帶頭(tou)扮演好“領(ling)(ling)航員(yuan)”角色(se)，確(que)保(bao)接(jie)(jie)訴(su)(su)工(gong)(gong)(gong)作(zuo)“上(shang)傳(chuan)下達”及時、準確(que)、暢(chang)通，力爭把師生(sheng)(sheng)困惑或問題解決(jue)在(zai)校園(yuan)里，把誤(wu)解或矛盾(dun)化解在(zai)萌(meng)芽(ya)狀態，推進平安和諧(xie)校園(yuan)建設(she)。
召(zhao)開信訪與接訴即(ji)辦(ban)工作領導小組會
二、堅持高效率運行，保障督辦始終在線
定期召開(kai)“接訴(su)(su)(su)即(ji)辦(ban)”工作(zuo)領導小組(zu)會議，通(tong)過《建大(da)要(yao)聞》、會議通(tong)報、“三率”排名等多種形式點(dian)(dian)(dian)名點(dian)(dian)(dian)事(shi)，實(shi)現“盯(ding)(ding)問(wen)題”“盯(ding)(ding)部門”雙渠(qu)道相結(jie)合推(tui)進(jin)工作(zuo)落實(shi)。構建“即(ji)接即(ji)辦(ban)、日(ri)清日(ri)結(jie)”工作(zuo)落實(shi)機制(zhi)，力爭實(shi)現當日(ri)訴(su)(su)(su)件當天辦(ban)結(jie)。實(shi)時(shi)監(jian)督指導，利用(yong)信息(xi)化監(jian)督展(zhan)示平臺(tai)進(jin)行大(da)數據分析和展(zhan)示，實(shi)時(shi)監(jian)控訴(su)(su)(su)求辦(ban)理(li)進(jin)展(zhan)。健全督查(cha)督辦(ban)工作(zuo)機制(zhi)，制(zhi)定《校內(nei)接訴(su)(su)(su)即(ji)辦(ban)督辦(ban)臺(tai)賬》和《校內(nei)接訴(su)(su)(su)即(ji)辦(ban)未辦(ban)結(jie)統計清單》，切實(shi)加強對重點(dian)(dian)(dian)難點(dian)(dian)(dian)訴(su)(su)(su)求的協調解(jie)決力度，壓實(shi)主體責任(ren)，形成(cheng)閉環工作(zuo)鏈(lian)。
校(xiao)內“接(jie)訴(su)即辦”師生服務平(ping)臺接(jie)訴(su)中心
三、堅持高質量落實，確保考核進入視線
規范(fan)(fan)長效工(gong)(gong)作(zuo)(zuo)機制，做到(dao)“接”要及(ji)時、“派”要精準、“辦(ban)(ban)”要高效、“評”要科學，逐(zhu)步(bu)形成(cheng)全(quan)過程、全(quan)方(fang)位、全(quan)口徑的規范(fan)(fan)化工(gong)(gong)作(zuo)(zuo)流程。推進新增訴(su)(su)(su)件“日(ri)清(qing)日(ri)結”、難點訴(su)(su)(su)件“部(bu)門(men)聯(lian)辦(ban)(ban)”、熱(re)門(men)訴(su)(su)(su)求(qiu)“督(du)察督(du)辦(ban)(ban)”工(gong)(gong)作(zuo)(zuo)體(ti)系，不(bu)斷(duan)提(ti)升接件即動(dong)(dong)、即辦(ban)(ban)快辦(ban)(ban)的辦(ban)(ban)理效率，形成(cheng)訴(su)(su)(su)件辦(ban)(ban)結工(gong)(gong)作(zuo)(zuo)閉環。建立(li)“日(ri)報(bao)(bao)、月(yue)報(bao)(bao)、（半）年(nian)報(bao)(bao)”通(tong)報(bao)(bao)機制，通(tong)過“亮結果(guo)”促進各承(cheng)辦(ban)(ban)部(bu)門(men)提(ti)升服務意識(shi)(shi)，提(ti)高工(gong)(gong)作(zuo)(zuo)效率。堅持問(wen)題導向，立(li)足向前一步(bu)，在訴(su)(su)(su)件辦(ban)(ban)理、平臺建設、隊伍(wu)培訓、協(xie)同聯(lian)動(dong)(dong)四個方(fang)面突出著力，切實提(ti)高接訴(su)(su)(su)即辦(ban)(ban)隊伍(wu)的接件意識(shi)(shi)和(he)服務水平。截至目前，學校校內接訴(su)(su)(su)即辦(ban)(ban)已累計解(jie)決師(shi)生合理訴(su)(su)(su)求(qiu)13259件，響應率100%，辦(ban)(ban)結率100%，滿意率99.02%。
四、堅持高水平治理，強化破題找到引線
將(jiang)(jiang)師生提出的(de)“身邊小(xiao)事”作(zuo)為推(tui)動(dong)二(er)級單位進(jin)一步(bu)優化(hua)(hua)管理(li)(li)服務的(de)前進(jin)旗(qi)幟和(he)(he)風向標，引導(dao)鼓勵二(er)級單位下沉基層、撲到(dao)一線，真正(zheng)打通(tong)聯系(xi)師生的(de)“最后一公里(li)”。將(jiang)(jiang)師生訴求視為哨聲(sheng)，發揮平(ping)臺哨點(dian)作(zuo)用，梳理(li)(li)歸納校內接訴即辦平(ping)臺呈現的(de)“季(ji)節性”“區(qu)域性”“周期性”問(wen)(wen)題(ti)(ti)(ti)(ti)，提早分析研判，提前制(zhi)定工(gong)(gong)作(zuo)預案，落實未訴先辦的(de)主動(dong)治理(li)(li)機制(zhi)。增強問(wen)(wen)題(ti)(ti)(ti)(ti)意(yi)識，主動(dong)思考(kao)謀劃(hua)，抓好“關鍵細節”，打通(tong)“卡殼”堵點(dian)，提升(sheng)解(jie)決同類訴求問(wen)(wen)題(ti)(ti)(ti)(ti)的(de)工(gong)(gong)作(zuo)成效。強化(hua)(hua)精準施(shi)策，率先布置，從源(yuan)(yuan)頭入手幫助師生解(jie)決實際問(wen)(wen)題(ti)(ti)(ti)(ti)。聚焦學生管理(li)(li)、公共設施(shi)、生活保障、信(xin)息咨(zi)詢(xun)、餐(can)飲服務等方面(mian)的(de)突出問(wen)(wen)題(ti)(ti)(ti)(ti)，召開工(gong)(gong)作(zuo)專題(ti)(ti)(ti)(ti)會，聚焦問(wen)(wen)題(ti)(ti)(ti)(ti)源(yuan)(yuan)頭，系(xi)統制(zhi)定工(gong)(gong)作(zuo)方案，提升(sheng)工(gong)(gong)作(zuo)成效。通(tong)過(guo)線上線下相(xiang)結(jie)合(he)的(de)形(xing)式建(jian)立意(yi)見(jian)征集和(he)(he)反(fan)饋機制(zhi)，鼓勵師生建(jian)言獻策，解(jie)決問(wen)(wen)題(ti)(ti)(ti)(ti)，破解(jie)難題(ti)(ti)(ti)(ti)。
學校堅持(chi)師(shi)生有(you)所(suo)呼、部(bu)門有(you)所(suo)應，切實為(wei)師(shi)生解決每一(yi)件身(shen)邊事(shi)(shi)、煩心事(shi)(shi)和困難(nan)事(shi)(shi)，實現從“接訴即辦(ban)”到(dao)“未(wei)訴先(xian)辦(ban)”，做到(dao)標本兼治(zhi)、主動(dong)治(zhi)理(li)(li)，切實促進(jin)學校治(zhi)理(li)(li)水平和治(zhi)理(li)(li)能力提升。
