无棣县：“无‘微’不‘智’”服务 打造优化营商环境新引擎

Core Viewpoint - The article discusses the innovative service model "No 'Micro' Not 'Smart'" introduced by the Wudi County Government Service Center to enhance the business environment by addressing pain points in the service process and transforming government services from "able to handle" to "easy to handle, good to handle, and smart to handle" [1] Group 1: Service Experience Enhancement - The center has moved away from the traditional "waiting for customers" model, extending its services to the front end and finer details [3] - A "Worry-Free Guidance Desk" has been established at the entrance, staffed by key personnel to proactively identify service needs [3] - One-on-one full-process free agency services are provided for key projects and special groups, changing the dynamic from "citizens running errands" to "dedicated personnel running errands" [3] - A "Difficult Matters Reflection Window" has been set up to handle non-standard, complex issues involving multiple departments [3] - A mechanism for "first contact responsibility, internal circulation, collaborative consultation, and time-limited completion" has been established to ensure complex issues are addressed effectively [3] Group 2: Smart Empowerment - The integration of digital technology with government services is being promoted to reduce the need for citizens to visit in person [4] - The "Help Wudi" mini-program has been developed to facilitate full-process handling of high-frequency matters via mobile devices [4] - Self-service areas are being upgraded with more user-friendly terminals covering various fields such as social security and tax [4] - Remote video assistance is offered to help users, especially the elderly, navigate self-service devices [4] - The unified electronic certificate database allows citizens to avoid submitting physical documents in more service scenarios [4] Group 3: Service Quality Assessment - A feedback mechanism centered on citizen experience has been established to continuously improve service quality [5] - Regular "secret visits" or experiences are conducted by representatives, media, and citizens to identify issues and suggest improvements [5] - A "good-bad review" closed-loop management system ensures that every service item and process can be evaluated [5] - An immediate response and follow-up mechanism is in place for unsatisfactory evaluations to ensure accountability and improvement [5]