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The author:(作者)hpmailerpublished in(发表于) 2013/11/28 8:39:51 State letters and complaints Bureau： complaint handling the online results
Xinhuanet, Beijing, November 28-the morning of 28th, new press, Deputy Director of State letters and complaints Bureau said Zhang Enxi, to carry out "sunshine letters". To comprehensively promote the Informationization construction of complaint letters and visits, the establishment of "offline processing, online transfer" masses of complaint handling procedures, receive visitors, handling mail, supervision supervision, online complaints, and all complaint online circulation, important links, such as receiving, handling and the results exposed through the network, achieving the complaint ", tracking, supervising, evaluating a query".
[Zhang Enxi] standardizing the work of letters and calls. Specifications are mainly from three aspects: one is to regulate the procedure. In strict accordance with statutory authority and procedures to regulate handling departments shall perform their duties, and constantly improve the handling capacity of staff in accordance with the law and shall safeguard the legitimate rights and interests of the masses. Second is the norm. In accordance with the Central Government on reform of the law in question involved in a lawsuit the complaint reporting handling Office of General requirements and the provisions of the Ordinance for letters and calls, other legal channels of Appeal expressed into full play, tighten the handling separate from the lawsuit, supports the law relating to legal issues involved in a lawsuit in accordance with handling problems, complaint letters and calls into question the rule of law-related track solution, safeguard judicial authority. Three is to regulate the order. Ordinance petition strictly in accordance with the requirements of "dependency management, graded responsibility who leads, who is in charge, combining in place in a timely manner to solve the problem and ease the education according to the law" principle, perfect mechanisms address the legitimate aspirations of the masses in a timely manner, thereby further strengthening territorial responsibility, and actively guide people step by step in a rational and legitimate way to express demands.
Thirdly, to carry out "sunshine letters". In this aspects, we main do three pieces thing: a is full advance petition information construction, established "network Xia handle, online circulation" of masses petition matters handle program, will reception visiting, and handle letter, and supervision supervising, and online complaints, all petition matters put in online circulation, put accepted, and handle and results, important links through network open, achieved petition matters of "can query, and can track, and can supervising, and can evaluation". Second, establish "complaint handling satisfaction degree evaluation system of the masses" that would apply for work under the supervision by the masses. On November 1, we've got the public satisfaction evaluation of experimental work, experience gained, on January 1 next year in full swing. Three sound troubleshooting complex complaint public hearing system, handling of complaint is particularly complex public hearings process is open to the public and publicity to the public the results of a hearing, increased transparency in the work of letters and calls to improve credibility of letters and calls.
新华网北京11月28日电 28日上午，在国新办新闻发布会上，国家信访局副局长张恩玺表示，大力推行“阳光信访”。要全面推进信访信息化建设，建立“网下办理，网上流转”的群众信访事项办理程序，将接待来访、办理来信、督查督办、网上投诉等全部信访事项放在网上流转，把受理、办理和结果等重要环节通过网络公开，实现信访事项的“可查询、可跟踪、可督办、可评价”。
[张恩玺]依法规范信访工作。主要是从三个方面予以规范：一是规范程序。严格按照法定权限和程序，对信访部门依法履行职责进行规范，不断提高信访工作人员依法办事的能力和依法维护群众合法权益的能力。二是规范内容。按照中央关于涉法涉诉信访工作改革的总体要求和《信访条例》的规定，充分发挥其他法定诉求表达渠道作用，严格实行信访与诉讼分离，支持政法机关依法处理涉法涉诉信访问题，把涉法涉诉信访纳入法治轨道解决，维护司法权威。三是规范秩序。严格按照《信访条例》规定的“属地管理、分级负责，谁主管、谁负责，依法及时就地解决问题与疏导教育相结合”的工作原则，健全及时就地解决群众合理诉求机制，进一步强化属地责任，积极引导群众以理性合法的方式逐级表达诉求。
第三，大力推行“阳光信访”。在这方面，我们主要做好三件事：一是全面推进信访信息化建设，建立“网下办理，网上流转”的群众信访事项办理程序，将接待来访、办理来信、督查督办、网上投诉等全部信访事项放在网上流转，把受理、办理和结果等重要环节通过网络公开，实现信访事项的“可查询、可跟踪、可督办、可评价”。二是建立“信访事项办理群众满意度评价体系”，把办理工作置于群众的监督之下。11月1日，我们启动了群众满意度评价试点工作，取得经验后，将于明年1月1日全面推开。三是健全疑难复杂信访事项公开听证制度，要把特别复杂信访事项的办理情况公开，听证的过程要向群众公开，听证的结果向群众公示，增加信访工作透明度，提高信访公信力。
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