The social insurance service window is a grassroots unit that directly serves enterprises and the masses. It is the bridge and link between the Party and the government to contact the masses. According to the requirements of Wenzhou Labor and Social Security Bureau's Detailed Rules for Evaluating and Scoring the Activities of Creating Quality Service Windows in Wenzhou Labor and Social Security System (for Trial Implementation) (Wen Lao Ji Jian [26] No.1 and Notice on Printing and Distributing the Implementation Opinions on Creating Quality Service Windows in County Social Security Service Center (Tairen Labor Society [26] No.76), our center takes Theory of Three Represents as the guide. Taking the opportunity of "consolidating the achievements of educational activities to maintain the advanced nature of the Party", aiming at enhancing service awareness, improving work style, improving work efficiency, strictly administering according to law, and providing satisfactory services for the masses, we provided civilized, honest, enthusiastic and positive quality services to the insured and retired employees of enterprises face to face, and creatively carried out activities to create quality service windows, which effectively promoted the healthy development of social insurance work in our county. The work carried out in the past year is summarized as follows:

1. Actively organize and guide and create a learning atmosphere

Employees are the creators of quality services 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 through various forms, angles and levels of educational activities, we will strive to establish a staff team with "excellent politics, excellent business, clean style, strict discipline and good professional ethics". To this end, we have planned and carried out a series of activities, such as "Look in the mirror more, 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 actively carried out a series of thematic activities such as creating a learning party branch, striving for Excellence, and "two obvious", which 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. In December 25, all the staff of the center were organized to take the qualification examination for the staff of insurance agencies 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; In the past year, all cadres and workers have been organized to study intensively for 17 times. At the same time, we also buy 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 a better development opportunity for individuals in knowledge, ability and quality.

II. Perfecting the working system and standardizing the service behavior

Perfecting the 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 windows in Taishun Social Security Service Center has been formulated and improved successively, including the system of supervision and inspection, the system of management by objectives, and the system of openness in handling affairs, forming an operating mechanism of scientific decision-making, orderly management and efficient service. We have also formulated a series of service specifications according to post setting, job responsibilities and service scope, and hung them in obvious positions in the service hall. For example, staff members are not allowed to be late for work, leave early for no reason and leave their jobs without authorization. X is not allowed to have a dispute with the client or have rude behavior; Not allowed to do things unrelated to work during working hours; No buck passing, perfunctory, delaying work; It is not allowed to take advantage of work to ask the client for a card. In order to ensure the service in place, we have also implemented five hard measures. First, we have unified the use of standardized terms, put an end to taboo terms and inappropriate expressions, and give the insured units and participants a sense of intimacy. The second is to implement the responsibility system of first inquiry and service commitment system, carefully review the materials provided by the masses, and if there are missing materials or do not meet the requirements, clearly inform all the requirements and precautions for accepting the permit at one time. The third is to carry out smile service, so that the masses can come with doubts and return with satisfaction. Fourth, except for confidential documents and data, all business handling contents are made public. The fifth is to extend the window service to the client 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 attention to both hardware and software. Since October 25, with the strong support of the Provincial Social Security Department and the county government, we have tried our best to raise more than 3, yuan to set up a service hall, and in May this year, more than 2 square meters of service hall was completed and put into use, which effectively changed the scattered, crowded and disorderly office environment in the past, and further realized the standardized service process of pension, medical care, unemployment and industrial injury insurance, simplified the registration and declaration procedures, and implemented. The one-stop service of registering and declaring a window and paying a base 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.

4. Pay attention to detail service and highlight humanistic care

In order to embody humanized service, we have set up business acceptance work areas such as policy and business consultation, collection, salary payment, audit and auditing in the service hall, and set up various ancillary facilities and appliances such as air conditioners, drinking fountains, rest seats, sofas, writing desks, pens and papers. Business handling process, handling conditions, handling procedures, service standards, time limit for completion, etc. shall be publicized on the wall, and at the same time, various format documents and convenience service guides shall be available for the convenience of the clients. Open office space, low-counter office, modern equipment and family-friendly service facilities convey caring 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 in 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 bypass the working procedures and relevant requirements of relevant departments. In terms of service attitude, we have achieved a smiling face, a warm greeting and a warm reception; Sincere reception is zero distance, sincere work is zero error, sincere service is zero complaint.

in order to better reflect humanistic care, since 24, we have made efforts to obtain the support of local tax and ICBC, and ICBC has appointed a special person to work in our center to collect insurance premiums, which has changed the cumbersome procedures for insured people to go back and forth between social security and local tax since the implementation of the two lines of revenue and expenditure. Many times, business personnel from relevant departments were organized to go to Wenzhou Yongzhong Immigration Point, Wenzhou Municipal Party Committee Veteran Cadres Activity Center, Yuhuan County and other places to go through the insurance premium reimbursement procedures, and went deep into relevant towns and enterprises to conduct on-site office work. And actively set out to create Taishun personnel, labor and social security network, and browse and inquire about 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.

5. Insist on both rectification and construction, and improve the supervision mechanism

How about the work style and the quality of service, we leave it to the clients to evaluate, and urge the staff to take the satisfaction and dissatisfaction of the masses as the starting point and the end result of creating a high-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 telephone number 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 commitments and convenience measures are deployed, implemented and inspected together with business work, and a set of relatively perfect systems and regulations have been established from the formulation of measures to supervision and inspection, 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, published a report phone number, accepted complaints and opinions and suggestions from the masses, set up a public publicity column, and insisted on "having a lawsuit must be justified, and a reason must be fruitful." Fourth, 13 experienced and specialized performance supervisors were hired from the society, and letters of appointment were issued to empower them to check at any time. Hold supervisors' symposiums regularly to listen to opinions and suggestions.

Through the activities of creating a quality service window such as "My service is satisfactory to you", 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 personnel to our service has reached over 98%, and a good image of the social security service window has been established. Social insurance has also been further developed. By the end of October this year, the number of people participating in old-age insurance in our county reached 21,783, and the number of urban workers increased by 78, completing 156% of the tasks assigned by the city. The number of participants in medical insurance was 14,939, with a net increase of 775 participants, completing 11.7% of the tasks assigned by the city, and the number of participants in work-related injury insurance was 1,575, with a net increase of 4, completing 1% of the tasks assigned by the city. The social insurance fund has a slight surplus in each year. By the end of October, the accumulated balance of endowment insurance was 28.73 million yuan, of which the accumulated balance of endowment insurance for urban workers was 17.6 million yuan, and the ability to pay reached 8.5 months. The accumulated balance of endowment insurance premiums in public institutions was 11.67 million yuan. The accumulated balance of basic medical insurance is 26.24 million yuan; The accumulated balance of industrial injury insurance is 1.76 million yuan; Since the new socialized distribution of pensions, retirees' pensions have been paid in full and on time.

Further reading: How to buy insurance, which is better, and teach you how to avoid these "pits" of insurance.