Standardization is an effective way to improve the service ability of social insurance companies.
Author: Di Yan, a researcher at China Labor and Social Security Research Institute Source: China Labor and Social Security Newspaper Published: April 2, 29
Social insurance companies' service is an important part of the national service system, and it is also the current construction of a service-oriented government and the gradual promotion of public security. Then, how to strengthen the public service of social insurance, and then promote the equalization of public service in the field of social insurance? In my opinion, in addition to solving the lack of system at present, another important aspect is to strengthen the scientific management of social insurance handling and continuously improve the service ability of the public.
I. Connotation of standardization
Standardization belongs to the category of scientific management. According to the relevant national standards, the essence of standardization is a process of establishing norms, and its main activities include compiling, publishing and implementing standards. The main purpose of standardization is to improve the quality of products or services, improve the efficiency of resource allocation and achieve the best economic and social benefits. And through the revision of the standard, the target things are constantly circulating, spiraling and continuously improving. This in itself is consistent with the sustainable development of Scientific Outlook on Development.
carrying out standardization practice in the field of social insurance handling services can fully embody the core of "people-oriented" in Scientific Outlook on Development. Because, by carrying out standardization activities and standardizing the matters that need to be unified and coordinated in social insurance handling, the scientific management of social insurance handling can be strengthened; By combing and optimizing the business process and formulating the working standards, the service ability of social insurance agency can be promoted; The improvement of service quality can be promoted by requiring the behavior of service personnel. In addition, through standardization, it can also promote the establishment of a sustainable and long-term mechanism for social insurance services, and the ultimate beneficiaries are the general public.
therefore, standardization is an important method and means to strengthen the scientific management of social insurance handling and improve the service ability of the public.
second, the main content of social insurance agency service standardization
the main content of standardization activities is to formulate standards. The social insurance handling service system mainly includes the following standards: first, the basic standards, that is, the standards for the basic matters in the social insurance handling service system, such as the standard writing format, terminology, signs and other contents; The second is technical standards, that is, standards for technical matters that need to be coordinated and unified in the social insurance handling service system, such as related information technology and social security numbers; Third, management standards, that is, standards for matters that need to be coordinated and unified in the social insurance handling service system, such as human and financial resources management, internal audit, risk control, etc. Fourth, work standards (business standards), that is, standards formulated for realizing the coordination of the whole work process of the social insurance handling service system, improving work quality and efficiency, the work content, work responsibilities and authority of the post, the vertical and horizontal connection between the post and other posts within the organization, the connection between the post and the outside, and the ability and qualification requirements of service personnel; Fifth, service standards, that is, the service activities in the social insurance handling service system, including the appearance, language, attitude and behavior of service personnel, service facilities, safety, hygiene, service quality and other contents.
Third, the practical experience of standardization of public services in various places
In recent years, especially since the Sixth Plenary Session of the 16th Central Committee of the Communist Party of China put forward the requirements of "gradually realizing the equalization of basic public services" and the Seventeenth National Congress of the Communist Party of China put forward the requirements of "perfecting the public service system" and "strengthening social management and public services", all localities have been doing.
First, from other fields, Chaoyang District of Beijing promotes the equalization of basic public services by standardization, applies the standardization idea of modern financial management, takes standardization as the starting point in the construction of public financial system, implements standardized management of government basic expenditures, insists that the basic powers of departments can be measured, and strives to make every ordinary person enjoy the homogeneous basic public services; Shanghai has established a city-wide public service and management network system with standardized public personnel service products as the link; In the service standardization work plan of developing the province by quality, Hainan Province puts public management and public service standards in the first place, and carries out the standardization construction of social demand-oriented services around the most needed, most concerned and most realistic service needs of ordinary people; Wuxi Administrative Service Center in Jiangsu Province has passed ISO9 certification; Xintai city Administrative Examination and Approval Service Center has established three systems, including working standards, management standards and service quality standards.
Second, from the perspective of human resources and social security, the former Ministry of Personnel established the National Technical Committee for Standardization of Talent Service; The former Ministry of Labor established the National Technical Committee for Standardization of Personnel and Quota; In accordance with the requirements of "Standardization, Informatization and Specialization" in the Opinions on Strengthening the Capacity Building of Social Insurance Handling issued by the former Ministry of Labor and Social Security in 26 (No.1 [26] of the Ministry of Labor and Social Security), The practical exploration of "perfecting and standardizing business processes, building standardized handling service centers, optimizing social insurance information systems, improving the professional quality of personnel and improving the quality of service" focusing on improving and improving the management and service capacity of social insurance handling has been carried out one after another: (1) Shaanxi Social Insurance Administration took the lead in exploring standardization work under the provincial-level overall model of national endowment insurance, and established a standard system including basic standards, management standards and technical standards around the management matters and workflow of endowment insurance handling business; (2) Huai 'an Social Insurance Fund Management Center of Jiangsu Province introduced the ISO9 management standard system into the field of social insurance services, and took the lead in passing the ISO91 management quality standard certification; (3) Wuxi City, Jiangsu Province, in order to improve the service ability of social insurance agencies and change the situation that the traditional service model can't meet the social needs, is exploring the innovation of management mechanism, reorganizing business processes and establishing a standard system including basic standards, technical standards, management standards, work standards and service standards; (4) Jilin Province actively promotes the standard-reaching activities of basic business management, and achieves the standardization and unification of pension and unemployment insurance business handling in the whole province by defining service standards and standardizing service procedures, and actively carries out the creation of standardized handling service hall, standardized file management center and standardized community service window.
the above situation proves that it is feasible to adopt standardized methods in the field of social insurance handling services, and these practices have provided very valuable experience for the standardization of social insurance handling services.
iv. suggestions on the standardization of social insurance handling services in the future
according to the provisions of relevant national standards, the "standard" in "standardization" has its legal meaning, which is different from the "standard" in the general sense. Among them, the obvious difference is that the standard object in standardization has the characteristics of "repetition", that is, the nature of the same thing appearing repeatedly. To carry out standardization activities in the field of social insurance handling services, it is necessary to determine the objects that should be standardized in this field on the basis of analyzing the present situation of social insurance handling services and predicting the development trend in the future.
in view of the fact that there are great differences in the names and settings of handling service agencies in different places, that is, some areas are set up in a decentralized way according to social insurance types, while others are set up in a centralized way-some types of insurance are set up in other decentralized ways, and some economically developed areas have realized the integration of five insurances, etc., it is suggested that "national unity" and "national unity" can be adopted to standardize social insurance services at present.
first, the state can consider studying and formulating the basic standards, technical standards and service standards of social insurance handling services. It mainly includes: basic standards can be formulated for the names of social insurance agencies at all levels, terms and signs used in social insurance services; Technical standards can be formulated for technical matters that need to be coordinated and unified in the social insurance handling service system, such as information technology related to the transferability and continuity of social insurance relations in the future. Service standards can be formulated for the appearance, language, attitude and behavior of service personnel involved in social insurance handling service activities, service facilities, safety, hygiene and service quality.
Second, all localities can explore and formulate management standards and work standards in combination with specific work practices. Because there are great differences in the management system and the setting of handling service institutions in different places, which in turn determine the business management and workflow of social insurance handling work, it is not suitable to formulate unified national standards for this part at present, but the state should guide and encourage local social insurance handling institutions to explore and formulate management standards and work standards for the management matters that need to be coordinated and unified, the key links in business processes and the qualifications and abilities of service personnel.
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