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政务服务案例-京雄集团
案例展示
北京市海淀区西北旺政务服务中心
来源： 浏览量：3622 发布时间：2024-02-04 11:02:25
4月12日，北京市海淀区政务服务管理局与京雄集团旗下京雄政务服务有限公司签订劳务外包框架合同。此次中标标志着京雄集团政务服务迈出走向全国第一步。
西北旺镇政务服务中心简介
西北旺镇政务服务中心坐落于北京市海淀区丰智东路9号，于2019年3月8日正式揭牌启用，一层为政务服务大厅，面积2100平方米，主要为镇域内15个社区、10个行政村的17万居民提供方便快捷的政务服务。政务服务大厅共分五个区域：综合咨询区、等候服务区、业务办理区、自助办理区、信息公开区，目前可“一窗式”办理各类事项151项，平均每天接待90位办事群众。
北京市海淀区政务服务管理办公室于3月5日发布关于“建立街镇政务服务中心辅助性服务预选供应商共享库”的招标公告，京雄集团积极响应招标文件，迅速成立海淀区政务服务投标小组，分析、分解投标工作，明确时间节点、责任到人。
经过系列调研，针对目前海淀区20个街道政务服务中心面临区域面积扩大、业务窗口数量增加、受理业务密度增加等问题，京雄政务服务有限公司就整体服务计划、服务内容、服务时间、配合及协调方案、考勤管理制度、员工奖罚制度、组织机构、人员培训等提出系统性解决方案，并在不到一个月的时间里成功中标。
京雄北京政务-复合型、全能式的政务服务队伍
2019年5月9日入驻西北旺镇政务服务中心以来，京雄政务服务辅助团
队按照“前台综合受理、后台分类审批、综合窗口出件”要求，助力实施“一窗受理、集成服务”改革，该镇社保、民政、计生、残联、住保、司法6大类民生事项“一门一窗”率在全区率先实现100%，帮助中心实现窗口工作人员由32人减少为现在的12人；窗口数量由26个减少至现在的9个。通过梳理常见问题问答知识库、编制政务服务中心运营手册，该镇单项业务办理平均时长由25分钟缩减至15分钟。
京雄北京政务团队负责人重视对综合窗口人员政治素养和业务知识的培训，每天组织90分钟早晚会、10分钟微笑训练、3人次业务细节抽查、1项业务集中学习、1次全员实景叫号引导演练，每周组织1次单项业务笔试，每月进行1次轮岗，推动全员成为“全科型”人才，以首善标准打造形成了一支复合型、全能式的政务服务队伍。
北京东城政务服务管理局调研海淀西北旺，京雄政务服务获多方点赞
6月13日，北京东城政务服务管理局率全区17个街道政务服务中心赴海淀区调研西北旺镇深化实施政务服务大厅“一窗受理、集成服务”改革创新举措，此次调研中，京雄集团政务服务团队全程参与接待服务，从事前台咨询、窗口受理到现场讲解的工作人员的专业表现，成为东城区的关注点。京雄集团政务服务团队，高质量完成各项任务，获得此次调研团的一致认可与赞许。
“政务开放•你我同行”政务开放日活动
8月1日，西北旺镇举办“政务开放•你我同行”开放日活动，邀请群众代表、人大代表、政协委员、专家学者等社会各界人士组成的代表团体验政务服务大厅“一窗受理、集成服务”改革成果，并召开座谈会。
活动中，大家通过“我到西北旺办事”沉浸式体验、“大厅里的故事”情景剧表演等环节，切身感受西北旺镇政务服务标准化的办事流程、如沐春风的服务态度，对办事冲突化解、政务贴心服务纷纷点赞。
西北旺镇党政办副主任陆文钧介绍，西北旺镇按照“小小窗口、满满服务”要求，主动适应新时代基层政务服务发展的新需求和人民群众对美好生活的新期待，全面改进基层政务服务，建设一流的政务大厅物理空间环境，推行人性化、细致化、高效化服务，同时通过政府购买服务的方式引进专业辅助团队提升大厅服务水平，全力推进“一门、一窗、一网、一次”改革工作落地生效，大幅打造海淀区街镇政务服务的新标杆。
此次活动中，京雄集团政务服务团队从事前台咨询、窗口受理、现场讲解的工作人员的专业表现，成为代表团的关注点。陆文钧介绍，西北旺依托海淀区辅助性团队项目，摒弃传统劳务派遣模式，探索通过政府购买政务外包服务的方式，依托第三方公司在全托管式业务外包、事项梳理、服务培训、智库支持等方面的专业优势，打造一支高质量、高素质、高效率的政务大厅服务团队
