2017年一季度12345公众服务热线运行情况通报
【领导关怀】
◆3月22日，中共中央政治局委员、中央政法委书记孟建柱，省委书记、省人大常委会主任杜家毫到岳阳12345热线视察。
◆3月10日，市妇联主席王亚丹一行到12345热线调研指导，并向呼叫中心颁发市“巾帼文明岗”奖牌。
◆一季度，山西、福建、广西、内蒙古、安徽、甘肃、江苏、江西、河南、广东等省区和怀化、株洲、张家界等省内地市共36个考察团先后到12345热线学习考察。
【运行情况】
市民诉求 一季度，12345热线共受理市民诉求63120件，同比增加102件。其中，投诉22808件、求助17555件、咨询17124件、建议336件、表扬136件。
部门办理 一季度热线责任单位共承办工单33070件，办结率99.87%，按期办结率98.61%，其中急办工单1597件，已及时办理1590件。各县市区中工单办理数排在前五位的是：岳阳县（3956件）、岳阳楼区（3114件）、湘阴县（2618件）、君山区（1828件）和华容县（1768件）。市直单位办理数排在前五位的是：市交警支队（1617件）、岳阳供电公司（1255件）、市城管局（1206件）、市公安局（986件）和市自来水公司（698件）。
群众反馈 一季度，市热线办回访工单2309件，市民答复满意2126件，满意率92.32%。各承办责任单位综合评价为A类的责任70家，占比81.4%，其中，经开区提升群众满意率、市环保局提高按期办结率，考核等级由B类升至A类。临湘市、南湖新区、市规划局、市畜牧水产局群众满意率偏低。考核等级为C类及以下的责任单位4家：市规划局、湖南理工学院、巴陵石化公司和长岭炼化公司。
【热线聚焦】
一季度热线诉求主要集中在：生活服务与民政事务类6456件，占比19.68%；城市管理与环境保护类5583件，占比17.02%；公安执法和交通秩序管理类4452件，占比13.57%。其中，市民热点诉求有：
◆君山区发布“封洲禁牧”通知后牛羊养殖户不理解。
◆华容县客运班车长时间停运，市民投诉出行不便。
◆春运期间公路客运票价问题。
◆乙肝、百白破、脊灰等多种免费疫苗持续全市缺货。
附：2017年一季度岳阳市12345公众服务热线综合评价情况
附件
2017年一季度岳阳市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 |
3953 |
3950 |
99.92% |
0 |
99.92% |
7 |
0.18% |
23 |
90.30% |
98 |
A |
|
|
岳阳楼区政府 |
3086 |
3082 |
99.87% |
53 |
98.15% |
15 |
0.49% |
14 |
92.13% |
97.7 |
A |
|
|
湘阴县政府 |
2639 |
2639 |
100% |
0 |
100% |
1 |
0.04% |
11 |
92.57% |
98.5 |
A |
|
|
君山区政府 |
1827 |
1827 |
100% |
3 |
99.84% |
0 |
0% |
4 |
96.26% |
99.2 |
A |
|
|
华容县政府 |
1823 |
1813 |
99.45% |
30 |
97.81% |
3 |
0.16% |
7 |
93.46% |
97.8 |
A |
|
|
汨罗市政府 |
1784 |
1784 |
100% |
0 |
100% |
1 |
0.06% |
6 |
94.29% |
98.8 |
A |
|
|
临湘市政府 |
714 |
712 |
99.72% |
22 |
96.64% |
1 |
0.14% |
8 |
80.95% |
95.1 |
A |
|
|
市交警支队 |
1655 |
1655 |
100% |
0 |
100% |
0 |
0% |
15 |
90.62% |
98.1 |
A |
|
|
岳阳经济技术开发区管委会 |
1411 |
1411 |
100% |
0 |
100% |
4 |
0.28% |
13 |
83.95% |
96.7 |
A |
|
|
平江县政府 |
1288 |
1286 |
99.84% |
48 |
96.12% |
6 |
0.47% |
6 |
91.67% |
97 |
A |
|
|
岳阳供电公司 |
1282 |
1282 |
100% |
11 |
99.14% |
0 |
0% |
4 |
96.80% |
99.1 |
A |
|
|
市城管局 |
1150 |
1149 |
99.91% |
0 |
99.91% |
1 |
0.09% |
6 |
94.74% |
98.9 |
A |
|
|
市公安局 |
981 |
977 |
99.59% |
1 |
99.49% |
7 |
0.71% |
8 |
91.75% |
97.9 |
A |
|
|
市自来水公司 |
721 |
721 |
100% |
0 |
100% |
0 |
0% |
3 |
95.71% |
99.1 |
A |
|
|
市房地产局 |
641 |
641 |
100% |
2 |
99.69% |
3 |
0.47% |
6 |
89.09% |
97.6 |
A |
|
|
市发改委 |
610 |
610 |
100% |
7 |
98.85% |
1 |
0.16% |
1 |
98.33% |
99.3 |
A |
|
|
市交通局 |
460 |
460 |
100% |
1 |
99.78% |
2 |
0.43% |
3 |
93.18% |
98.5 |
A |
|
|
南湖新区 |
364 |
364 |
100% |
1 |
99.73% |
8 |
2.20% |
3 |
85.71% |
96.6 |
A |
|
|
市国资委 |
404 |
404 |
100% |
0 |
100% |
0 |
0% |
4 |
89.19% |
97.8 |
A |
|
|
屈原管理区 |
337 |
337 |
100% |
0 |
100% |
0 |
0% |
1 |
95.00% |
99 |
A |
|
|
市工商局 |
339 |
339 |
100% |
1 |
99.71% |
2 |
0.59% |
0 |
100% |
99.8 |
A |
|
|
市人社局 |
287 |
284 |
98.95% |
19 |
92.33% |
1 |
0.35% |
1 |
96.30% |
96.6 |
A |
|
|
市卫计委 |
278 |
278 |
100% |
0 |
100% |
0 |
0% |
1 |
96.30% |
99.3 |
A |
|
|
市华润燃气 |
292 |
292 |
100% |
1 |
99.66% |
0 |
0% |
1 |
96.43% |
99.2 |
A |
|
|
市住建局 |
225 |
223 |
99.11% |
0 |
99.11% |
1 |
0.44% |
4 |
82.61% |
95.9 |
A |
|
|
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 |
|
|
市教育体育局 |
219 |
219 |
100% |
0 |
100% |
0 |
0% |
3 |
85.00% |
97 |
A |
|
|
岳阳移动 |
217 |
217 |
100% |
0 |
100% |
0 |
0% |
3 |
85.71% |
97.1 |
A |
|
|
市国土局 |
212 |
212 |
100% |
0 |
100% |
0 |
0% |
2 |
90.00% |
98 |
A |
|
|
市环保局 |
204 |
204 |
100% |
0 |
100% |
0 |
0% |
3 |
81.25% |
96.3 |
A |
|
|
市邮政管理局 |
141 |
141 |
100% |
0 |
100% |
0 |
0% |
1 |
92.31% |
98.5 |
A |
|
|
市烟草局 |
27 |
27 |
100% |
0 |
100% |
0 |
0% |
0 |
100% |
100 |
A |
|
|
市农委 |
23 |
23 |
100% |
0 |
100% |
0 |
0% |
0 |
100% |
100 |
A |
|
|
市城建投 |
21 |
21 |
100% |
1 |
95.24% |
2 |
9.52% |
0 |
100% |
96.7 |
A |
|
|
市财政局 |
14 |
14 |
100% |
0 |
100% |
0 |
0% |
0 |
100% |
100 |
A |
|
|
岳阳电信 |
132 |
132 |
100% |
0 |
100% |
0 |
0% |
0 |
100% |
100 |
A |
|
|
市食药监管局 |
125 |
125 |
100% |
5 |
96% |
1 |
0.80% |
2 |
83.33% |
95.3 |
A |
|
|
市民政局 |
127 |
127 |
100% |
0 |
100% |
0 |
0% |
0 |
100% |
100 |
A |
|
|
市广播电视台 |
98 |
98 |
100% |
0 |
100% |
0 |
0% |
0 |
100% |
100 |
A |
|
|
市经信委 |
77 |
76 |
98.70% |
0 |
98.70% |
0 |
0% |
0 |
100% |
99.2 |
A |
|
|
岳阳银监分局 |
84 |
84 |
100% |
9 |
89.29% |
0 |
0% |
0 |
100% |
96.8 |
A |
|
|
市公交公司 |
30 |
30 |
100% |
0 |
100% |
0 |
0% |
1 |
87.50% |
97.5 |
A |
|
|
市国税局 |
51 |
51 |
100% |
0 |
100% |
0 |
0% |
0 |
100% |
100 |
A |
|
|
岳阳联通 |
50 |
50 |
100% |
1 |
98% |
0 |
0% |
0 |
100% |
99.4 |
A |
|
|
市质监局 |
48 |
48 |
100% |
0 |
100% |
0 |
0% |
0 |
100% |
100 |
A |
|
|
市文化市场 |
44 |
44 |
100% |
0 |
100% |
0 |
0% |
0 |
100% |
100 |
A |
|
|
市商务粮食局 |
33 |
33 |
100% |
0 |
100% |
1 |
3.03% |
0 |
100% |
99.4 |
A |
|
|
城陵矶新港区管委会 |
23 |
23 |
100% |
0 |
100% |
0 |
0% |
0 |
100% |
100 |
A |
|
|
市人民银行 |
22 |
22 |
100% |
0 |
100% |
0 |
0% |
0 |
100% |
100 |
A |
|
|
市公积金中心 |
26 |
26 |
100% |
0 |
100% |
0 |
0% |
0 |
100% |
100 |
A |
|
|
市地税局 |
25 |
25 |
100% |
0 |
100% |
0 |
0% |
0 |
100% |
100 |
A |
|
|
湖南民族 |
11 |
11 |
100% |
0 |
100% |
0 |
0% |
0 |
100% |
100 |
A |
|
|
岳阳监狱 |
11 |
11 |
100% |
0 |
100% |
0 |
0 |
0 |
100% |
100 |
A |
|
|
市水务局 |
10 |
10 |
100% |
0 |
100% |
0 |
0% |
0 |
100% |
100 |
A |
|
|
市文广新局 |
10 |
10 |
100% |
1 |
90% |
0 |
0% |
0 |
100% |
97 |
A |
|
|
市林业局 |
7 |
7 |
100% |
0 |
100% |
0 |
0% |
0 |
100% |
100 |
A |
|
|
市安监局 |
9 |
9 |
100% |
0 |
100% |
0 |
0% |
0 |
100% |
100 |
A |
|
|
市地方海事局 |
9 |
9 |
100% |
0 |
100% |
0 |
0% |
0 |
100% |
100 |
A |
|
|
市司法局 |
7 |
7 |
100% |
1 |
85.71% |
0 |
0% |
0 |
100% |
95.7 |
A |
|
|
市人防办 |
9 |
9 |
100% |
0 |
100% |
0 |
0% |
0 |
100% |
100 |
A |
|
|
市残联 |
5 |
5 |
100% |
0 |
100% |
0 |
0% |
0 |
100% |
100 |
A |
|
|
岳阳职业 |
6 |
6 |
100% |
0 |
100% |
0 |
0% |
0 |
100% |
100 |
A |
|
|
岳阳海事局 |
4 |
4 |
100% |
0 |
100% |
0 |
0% |
0 |
100% |
100 |
A |
|
|
岳阳检验 |
2 |
2 |
100% |
0 |
100% |
0 |
0% |
0 |
100% |
100 |
A |
|
|
市气象局 |
2 |
2 |
100% |
0 |
100% |
0 |
0% |
0 |
100% |
100 |
A |
|
|
市铁山管理局 |
1 |
1 |
100% |
0 |
100% |
0 |
0% |
0 |
100% |
100 |
A |
|
|
市科技局 |
1 |
1 |
100% |
0 |
100% |
0 |
0% |
0 |
100% |
100 |
A |
|
|
市农机局 |
1 |
1 |
100% |
0 |
100% |
0 |
0% |
0 |
100% |
100 |
A |
|
|
市长江修防处 |
2 |
2 |
100% |
0 |
100% |
0 |
0% |
0 |
100% |
100 |
A |
|
|
市洞庭新城 |
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 |
|
|
云溪区政府 |
987 |
957 |
96.96% |
127 |
84.09% |
5 |
0.51% |
4 |
92.86% |
92.8 |
B |
|
|
市金融办 |
45 |
45 |
100% |
8 |
82.22% |
0 |
0% |
0 |
100% |
94.7 |
B |
|
|
岳阳高速公路管理处 |
37 |
36 |
97.30% |
9 |
72.97% |
0 |
0% |
0 |
100% |
91.1 |
B |
|
|
市旅游外事 |
24 |
24 |
100% |
5 |
79.17% |
0 |
0% |
0 |
100% |
93.8 |
B |
|
|
市公路局 |
24 |
24 |
100% |
0 |
100% |
0 |
0% |
1 |
66.67% |
93.3 |
B |
|
|
市畜牧水产局 |
21 |
21 |
100% |
0 |
100% |
0 |
0% |
1 |
50.00% |
90 |
B |
|
|
市洞庭湖大桥 |
10 |
9 |
90% |
0 |
90% |
0 |
0% |
0 |
100% |
94 |
B |
|
|
中南工业学校 |
3 |
3 |
100% |
1 |
66.67% |
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 |
|
|
市规划局 |
148 |
148 |
100% |
23 |
84.46% |
3 |
2.03% |
3 |
75.00% |
89.9 |
C |
|
|
湖南理工学院 |
11 |
10 |
90.91% |
4 |
54.55% |
1 |
9.09% |
0 |
100% |
81.8 |
C |
|
|
巴陵石化 |
3 |
2 |
66.67% |
1 |
66.67% |
0 |
0 |
0 |
100% |
80 |
C |
|
|
长岭炼化公司 |
7 |
7 |
100% |
6 |
14.29% |
0 |
0% |
0 |
100% |
74.3 |
D |
|
|
无工单办理单位 |
||||||||||||
|
市供销联社 |
|
|
|
|
|
|
|
|
|
|
|
|
|
市口岸办 |
|
|
|
|
|
|
|
|
|
|
|
|
|
市统计局 |
|
|
|
|
|
|
|
|
|
|
|
|
|
市档案局 |
|
|
|
|
|
|
|
|
|
|
|
|
|
市审计局 |
|
|
|
|
|
|
|
|
|
|
|
|
|
岳阳海关 |
|
|
|
|
|
|
|
|
|
|
|
|