2017年12345公众服务热线运行情况通报
【运行情况】
市民诉求 2017年,12345公众服务热线共受理市民诉求282352件,同比增加23703件,增幅9.2%,其中投诉104703件、求助89153件、咨询63300件、建议1280件、表扬697件。
部门办理 2017年,各承办单位共办理工单153350件,较上年增幅18.81%,办结率99.98%,按期办结率98.81%。其中急办工单8836件,及时办结8807件,办结率99.7%。各县市区工单办理数排前五位的是:岳阳县(16758件)、岳阳楼区(14516件)、湘阴县(12046件)、汨罗市(9333件)和临湘市(8177件)。市直单位办理数排前五位的是:市交警支队(7417件)、国网岳阳供电公司(5827件)、市城管局(5384件)、市公安局(4287件)和市自来水公司(3765件)。
群众反馈 市热线办全年回访工单10899件,市民回复满意10339件,满意率94.86%,同比上升2.34个百分点。综合评价A类单位79家,占比88%。其中,岳阳县、岳阳楼区、湘阴县工单办理数继续过万件,汨罗市、临湘市、屈原管理区、岳阳经开区等单位工单办理数增幅超过30%;市工商局、市交通局、市发改委、市公安局、市教育体育局、市卫计委、市国税局、市农委、市城管局等单位领导重视、办理规范、制度健全,各项主要办理指标持续保持高水准;市环保局、市安监局、岳阳海关优化工作机制,工单办理效率明显提升;市自来水公司、市公交总公司、市广播电视台、国网岳阳供电公司、市电信公司、市移动公司等公共服务单位重视工单办理质量,市民满意度高。综合评价B类单位7家:市规划局、市金融办、岳阳高管处、湖南理工学院、市文广新局、市长江修防处、市审计局。综合评价C类及以下单位2家:长岭炼化公司、中南工业学校。
【热线聚焦】
2017年,市热线办根据工作需要对“案件分类”进行了重新编组。调整后的“案件分类”标准更清晰、表述更科学、实用性更强,极大地便利了话务受理和工单办理工作。诉求内容主要集中在:交通运输与交通秩序类19672件,占比12.78%;公共服务类17784件,占比11.55%;农林水利类17614件,占比11.44%;城市管理类17144件,占比11.14%;住房与城乡建设类16551件,占比10.75%。全年热点诉求主要有:
◆中心城区停车难、车辆乱停乱放、部分道路交通拥堵严重。
◆农村土地(山林)确权流转、宅基地分配及土地征收补偿问题。
◆城乡居民社保缴费、医保报销、生育保险等事项。
附:2017年岳阳市12345公众服务热线综合评价情况
附件:
2017年岳阳市12345公众服务热线综合评价情况
综合评价A类单位 |
|||||||||||
部门名称 |
应办理数 |
办理数 |
办结率 |
超期办理数 |
按期办结率 |
返工数 |
返工率 |
抽查不满意数 |
群众满意率 |
综合指标值 |
等级评价 |
岳阳县政府 |
16591 |
16591 |
100% |
10 |
99.94% |
21 |
0.13% |
52 |
94.67% |
98.9 |
A |
岳阳楼区政府 |
14263 |
14263 |
100% |
114 |
99.2% |
40 |
0.28% |
64 |
92.58% |
98.2 |
A |
湘阴县政府 |
11965 |
11965 |
100% |
2 |
99.98% |
9 |
0.08% |
45 |
93.61% |
98.7 |
A |
汨罗市政府 |
9186 |
9186 |
100% |
3 |
99.97% |
8 |
0.09% |
24 |
95.54% |
99.1 |
A |
临湘市政府 |
8035 |
8031 |
99.95% |
198 |
97.54% |
48 |
0.6% |
50 |
89.90% |
97.1 |
A |
华容县政府 |
7479 |
7478 |
99.99% |
128 |
98.29% |
20 |
0.27% |
20 |
95.50% |
98.5 |
A |
市交警支队 |
7445 |
7445 |
100% |
0 |
100% |
2 |
0.03% |
30 |
95.81% |
99.2 |
A |
岳阳经济技术 开发区管委会 |
6564 |
6555 |
99.86% |
62 |
99.06% |
31 |
0.47% |
38 |
90.21% |
97.6 |
A |
君山区政府 |
6645 |
6645 |
100% |
7 |
99.89% |
2 |
0.03% |
7 |
98.23% |
99.6 |
A |
平江县政府 |
6034 |
6034 |
100% |
298 |
95.06% |
13 |
0.22% |
23 |
93.24% |
97.1 |
A |
国网岳阳供电公司 |
5882 |
5882 |
100% |
11 |
99.81% |
1 |
0.02% |
8 |
98.60% |
99.7 |
A |
市城管局 |
5378 |
5378 |
100% |
26 |
99.52% |
8 |
0.15% |
21 |
96.02% |
99 |
A |
市公安局 |
4268 |
4267 |
99.98% |
43 |
98.99% |
25 |
0.59% |
24 |
94.30% |
98.4 |
A |
市自来水公司 |
3759 |
3759 |
100% |
0 |
100% |
2 |
0.05% |
5 |
98.61% |
99.7 |
A |
云溪区政府 |
3690 |
3690 |
100% |
282 |
92.36% |
15 |
0.41% |
13 |
93.90% |
96.4 |
A |
市工商局 |
1920 |
1920 |
100% |
10 |
99.48% |
6 |
0.31% |
1 |
99.42% |
99.7 |
A |
市交通局 |
1963 |
1963 |
100% |
2 |
99.9% |
8 |
0.41% |
7 |
96.32% |
99.2 |
A |
市发改委 |
1974 |
1974 |
100% |
17 |
99.14% |
3 |
0.15% |
5 |
97.33% |
99.2 |
A |
南湖新区管委会 |
1840 |
1840 |
100% |
2 |
99.89% |
18 |
0.98% |
11 |
89.72% |
97.7 |
A |
市住建局 |
1817 |
1816 |
99.94% |
10 |
99.45% |
6 |
0.33% |
20 |
88.70% |
97.5 |
A |
屈原管理区管委会 |
1592 |
1592 |
100% |
6 |
99.62% |
3 |
0.19% |
5 |
94.74% |
98.8 |
A |
市人社局 |
1396 |
1394 |
99.86% |
112 |
91.98% |
5 |
0.36% |
4 |
97.01% |
96.9 |
A |
市环保局 |
1350 |
1350 |
100% |
4 |
99.7% |
5 |
0.37% |
16 |
87.79% |
97.4 |
A |
市移动公司 |
1232 |
1232 |
100% |
1 |
99.92% |
2 |
0.16% |
4 |
96.61% |
99.3 |
A |
市公交总公司 |
1247 |
1247 |
100% |
4 |
99.68% |
1 |
0.08% |
2 |
98.37% |
99.6 |
A |
市教育体育局 |
1194 |
1194 |
100% |
4 |
99.66% |
2 |
0.17% |
8 |
93.33% |
98.5 |
A |
市卫计委 |
1135 |
1135 |
100% |
0 |
100% |
2 |
0.18% |
2 |
98.17% |
99.6 |
A |
岳阳华润燃气公司 |
1114 |
1114 |
100% |
32 |
97.13% |
2 |
0.18% |
3 |
97.14% |
98.5 |
A |
市邮政管理局 |
907 |
907 |
100% |
0 |
100% |
0 |
0% |
2 |
97.70% |
99.5 |
A |
市食药监管局 |
682 |
682 |
100% |
16 |
97.65% |
3 |
0.44% |
2 |
96.92% |
98.6 |
A |
市电信公司 |
642 |
642 |
100% |
0 |
100% |
1 |
0.16% |
0 |
100% |
100 |
A |
市民政局 |
631 |
631 |
100% |
1 |
99.84% |
3 |
0.48% |
6 |
90.32% |
97.9 |
A |
市国土局 |
620 |
620 |
100% |
0 |
100% |
2 |
0.32% |
2 |
96.83% |
99.3 |
A |
市国资委 |
595 |
595 |
100% |
5 |
99.16% |
1 |
0.17% |
4 |
93.10% |
98.3 |
A |
市公路建设 和养护中心 |
443 |
443 |
100% |
0 |
100% |
0 |
0% |
2 |
95.45% |
99.1 |
A |
市经信委 |
359 |
359 |
100% |
0 |
100% |
1 |
0.28% |
1 |
97.22% |
99.4 |
A |
岳阳银监分局 |
347 |
347 |
100% |
51 |
85.3% |
0 |
0% |
0 |
100% |
95.6 |
A |
市广播电视台 |
332 |
332 |
100% |
0 |
100% |
0 |
0% |
0 |
100% |
100 |
A |
市国税局 |
281 |
281 |
100% |
4 |
98.58% |
1 |
0.36% |
0 |
100% |
99.5 |
A |
市商务粮食局 |
260 |
256 |
98.46% |
4 |
98.46% |
2 |
0.77% |
0 |
100% |
98.9 |
A |
市联通公司 |
264 |
264 |
100% |
10 |
96.21% |
0 |
0% |
0 |
100% |
98.9 |
A |
市质监局 |
233 |
233 |
100% |
8 |
96.57% |
1 |
0.43% |
0 |
100% |
98.9 |
A |
城陵矶新港区 管委会 |
219 |
219 |
100% |
1 |
99.54% |
0 |
0% |
0 |
100% |
99.9 |
A |
市旅游外侨办 |
186 |
186 |
100% |
24 |
87.1% |
0 |
0% |
1 |
95% |
95.1 |
A |
市文化执法局 |
159 |
159 |
100% |
0 |
100% |
0 |
0% |
1 |
94.44% |
98.9 |
A |
市住房公积金中心 |
145 |
145 |
100% |
4 |
97.24% |
0 |
0% |
0 |
100% |
99.2 |
A |
市城投集团 |
115 |
115 |
100% |
4 |
96.52% |
2 |
1.74% |
0 |
100% |
98.6 |
A |
市政务服务中心 |
114 |
114 |
100% |
7 |
93.86% |
0 |
0% |
0 |
100% |
98.2 |
A |
市地税局 |
98 |
98 |
100% |
0 |
100% |
0 |
0% |
0 |
100% |
100 |
A |
市人民银行 |
95 |
95 |
100% |
0 |
100% |
0 |
0% |
0 |
100% |
100 |
A |
市烟草局 |
92 |
92 |
100% |
4 |
95.65% |
1 |
1.09% |
0 |
100% |
98.5 |
A |
市农委 |
83 |
83 |
100% |
0 |
100% |
0 |
0% |
0 |
100% |
100 |
A |
市司法局 |
62 |
62 |
100% |
5 |
91.94% |
2 |
3.23% |
0 |
100% |
96.9 |
A |
湖南民院 |
66 |
66 |
100% |
2 |
96.97% |
0 |
0% |
0 |
100% |
99.1 |
A |
市铁山管理局 |
67 |
67 |
100% |
0 |
100% |
0 |
0% |
0 |
100% |
100 |
A |
市地方海事局 |
46 |
46 |
100% |
0 |
100% |
0 |
0% |
0 |
100% |
100 |
A |
岳阳职院 |
49 |
49 |
100% |
1 |
97.96% |
0 |
0% |
0 |
100% |
99.4 |
A |
市林业局 |
45 |
45 |
100% |
2 |
95.56% |
0 |
0% |
0 |
100% |
98.7 |
A |
市财政局 |
44 |
44 |
100% |
1 |
97.73% |
0 |
0% |
0 |
100% |
99.3 |
A |
市洞庭湖大桥 养护中心 |
40 |
40 |
100% |
0 |
100% |
0 |
0% |
0 |
100% |
100 |
A |
市水务局 |
36 |
36 |
100% |
0 |
100% |
0 |
0% |
0 |
100% |
100 |
A |
岳阳监狱 |
31 |
31 |
100% |
0 |
100% |
0 |
0% |
0 |
100% |
100 |
A |
市安监局 |
29 |
29 |
100% |
0 |
100% |
0 |
0% |
0 |
100% |
100 |
A |
市残联 |
29 |
29 |
100% |
3 |
89.66% |
0 |
0% |
0 |
100% |
96.9 |
A |
岳阳海事局 |
20 |
20 |
100% |
2 |
90% |
0 |
0% |
0 |
100% |
97 |
A |
市人防办 |
21 |
21 |
100% |
1 |
95.24% |
0 |
0% |
0 |
100% |
98.6 |
A |
市洞庭新城公司 |
17 |
17 |
100% |
1 |
94.12% |
0 |
0% |
0 |
100% |
98.2 |
A |
市公共资源 交易中心 |
17 |
17 |
100% |
2 |
88.24% |
0 |
0% |
0 |
100% |
96.5 |
A |
市信访局 |
13 |
13 |
100% |
0 |
100% |
0 |
0% |
0 |
100% |
100 |
A |
市气象局 |
12 |
12 |
100% |
0 |
100% |
0 |
0% |
0 |
100% |
100 |
A |
市科技局 |
2 |
2 |
100% |
0 |
100% |
0 |
0% |
0 |
100% |
100 |
A |
市供销联社 |
2 |
2 |
100% |
0 |
100% |
0 |
0% |
0 |
100% |
100 |
A |
市档案局 |
1 |
1 |
100% |
0 |
100% |
0 |
0% |
0 |
100% |
100 |
A |
岳阳检验检疫局 |
2 |
2 |
100% |
0 |
100% |
0 |
0% |
0 |
100% |
100 |
A |
|
岳阳海关 |
2 |
2 |
100% |
0 |
100% |
0 |
0% |
0 |
100% |
100 |
A |
|
市统计局 |
1 |
1 |
100% |
0 |
100% |
0 |
0% |
0 |
100% |
100 |
A |
|
市盐务局 |
1 |
1 |
100% |
0 |
100% |
0 |
0% |
0 |
100% |
100 |
A |
|
综合评价B类单位 |
||||||||||||
部门名称 |
应办理数 |
办理数 |
办结率 |
超期办理数 |
按期办结率 |
返工数 |
返工率 |
抽查不满意数 |
群众满意率 |
综合指标值 |
等级评价 |
|
市规划局 |
627 |
626 |
99.84% |
85 |
86.44% |
9 |
1.44% |
7 |
88.14% |
93.2 |
B |
|
市金融办 |
175 |
175 |
100% |
25 |
85.71% |
0 |
0% |
1 |
94.12% |
94.5 |
B |
|
岳阳高管处 |
159 |
159 |
100% |
31 |
80.5% |
0 |
0% |
0 |
100% |
94.2 |
B |
|
湖南理工学院 |
46 |
46 |
100% |
8 |
82.61% |
1 |
2.17% |
0 |
100% |
94.3 |
B |
|
市文广新局 |
39 |
39 |
100% |
7 |
82.05% |
0 |
0% |
0 |
100% |
94.6 |
B |
|
市长江修防处 |
6 |
6 |
100% |
1 |
83.33% |
1 |
16.67% |
0 |
100% |
91.7 |
B |
|
市审计局 |
5 |
5 |
100% |
1 |
80% |
0 |
0% |
0 |
100% |
90 |
B |
|
综合评价C类及以下单位 |
||||||||||||
部门名称 |
应办理数 |
办理数 |
办结率 |
超期办理数 |
按期办结率 |
返工数 |
返工率 |
抽查不满意数 |
群众满意率 |
综合指标值 |
等级评价 |
|
长岭炼化公司 |
14 |
14 |
100% |
9 |
35.71% |
0 |
0% |
0 |
100% |
80.7 |
C |
|
中南工业学校 |
21 |
21 |
100% |
6 |
71.43% |
0 |
0% |
1 |
0% |
71.4 |
D |
|
无工单受理单位 |
||||||||||||
市口岸办 |
0 |
0 |
0% |
0 |
0% |
0 |
0% |
0 |
100% |
40 |
E |
|
市监察局 |
0 |
0 |
0% |
0 |
0% |
0 |
0% |
0 |
100% |
40 |
E |