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| 索 引 号： | 640100-142/2019-00027 | 发布日期： | 2019-07-16 |
|---|---|---|---|
| 发布机构： | 银川市智慧城市管理指挥中心 | 责任部门： | 银川市智慧城市管理指挥中心 |
| 名 称： | “12345一号通”平台2019年第25周、26周受理办理情况通报 | ||
“12345一号通”平台2019年第25周、26周受理办理情况通报
一、基本受理情况
2019年6月28日12：00至2019年7月12日12：00，平台共受理市民诉求42172件（热线受理42037件，多媒体受理135件），办结38552件。其中，行政化服务类事项20549件，办结14937件；社会化服务类事项19861件，办结19844件；无效诉求1762件。
在行政化服务类事项和社会化服务类事项中，咨询类诉求受理28491件（热线受理28451件，多媒体受理40件），办结28498件（包括上周7件）；投诉类诉求受理9796件（热线受理9711件，多媒体受理85件），办结9023件；求助类诉求受理142件（热线受理142件，多媒体受理0件），办结176件；建议类诉求受理767件（热线受理760件,多媒体7件），办结785件（包括上周18件）；举报类诉求受理18件（热线受理18件,多媒体0件），办结14件；其他类诉求受理1196件（热线受理1193件，多媒体3件），办结56件，其余为超出受理范围诉求工单共计1140件。
二、反映的热点问题
1.噪音扰民（1500件）：主要反映工地夜间施工、KTV噪音扰民等问题；
2.市容管理（1426件）：主要反映路政设施维修、流浪犬只管理等问题；
3.交通管理（1330件）：主要反映不文明驾驶行为、高峰期堵车等问题；
4.物业管理（1249件）：主要反映个别物业公司小区停车位设置不合理、服务不到位等问题；
5.失物招领（948件）：主要反映在出租车、公交车、商场等公共场所遗失物品等问题;
6.市场监督管理（933件）：主要反映商品质量差、商家服务不到位等问题；
7.客运管理（864件）：主要反映个别出租车司机绕路行驶、收费不合理等问题；
8.房屋管理（726件）：主要反映房屋质量差、中介服务不到位等问题；
三、数据分析情况
（一）环保类诉求总量呈上升趋势。6月28日至7月12日共受理环保类投诉1973件，占平台行政化受理总量的9.6%，较上两周1256件增长57.09%，主要反映建筑工地夜间施工噪音扰民、工业污染、餐厨油烟污染问题等。其中：反映施工噪音扰民1109件，主要集中在兴庆区京能天下川、金凤区香溪美地、西夏区尚美雅居三期等项目。反映工业污染问题155件，主要集中在兴庆区东方铸造机械加工厂、贺兰县泰新药业、永宁县红星五队化肥厂等；反映餐厨油烟污染37件，较为集中的有兴庆区在水一方C区西门鸭爪爪火锅店、金凤区枕水巷烧烤店、兴庆区音尚餐吧等；
（二）多家民办初中电脑派位招生引起市民广泛关注。自7月9日起银川外国语实验学校、银川景博学校、北京师范大学银川学校等多所民办初中开始电脑派位招生工作，期间平台持续收到广大学生家长的来电。7月10日，银川市教育局公布了《关于调整银川市民办初中学校招生方案的紧急通知》，取消原民办初中招生计划中的学校面谈环节，改为100%电脑随机录取招生。如何在录取流程中保证其真实性、公平性等问题成为市民的关注焦点。对此，中心工作人员迅速将有关来电内容进行了工单记录派送至市教育局，为市民进行即时解答，并主动为市民提供招生中违规行为举报电话及公示直播网站等信息，便于市民全程监督。
（三）积极为公安部门扫黑除恶工作提供有效线索。6月28日至7月12日，平台共为银川市公安局兴庆区分局、银川市公安局公共交通治安分局提供“12345一号通”便民服务热线来电录音资料4件，图表资料4件，积极配合公安机关扫黑除恶专项行动组工作人员对平台受理热线中涉及违反犯罪嫌疑人来电信息进行筛选记录，为公安机关立案侦查提供有效线索。
附件：12345便民服务中心二级平台办件情况统计表（2019年6月14日—2019年6月28日）
附件1:
12345便民服务中心二级平台办件情况统计表（县市区及园区工单办理情况）
序 | 部门 | 交办 | 办结 | 办理 | 办结 | 满意度测评市民回复统计 | 满意度统计 | 回复 | |||||||||||||
回复 | 未评价 | 满意 | 基本满意 | 一般 | 不满意 | 吐槽 | |||||||||||||||
回复件 | 占比 | 未评价件 | 占比 | 满意件 | 占比 | 基本 | 占比 | 一般 | 占比 | 不满 | 占比 | 吐槽 | 占比 | ||||||||
1 | 兴庆区党委、政府 | 1665 | 1580 | 85 | 94.89% | 331 | 20.95% | 1249 | 79.05% | 123 | 37.16% | 24 | 7.25% | 25 | 7.55% | 136 | 41.09% | 23 | 6.95% | 55.84% | |
2 | 金凤区党委、政府 | 1054 | 824 | 230 | 78.18% | 165 | 20.02% | 659 | 79.98% | 53 | 32.12% | 17 | 10.30% | 18 | 10.91% | 64 | 38.79% | 13 | 7.88% | 57.89% | |
3 | 西夏区党委、政府 | 533 | 458 | 75 | 85.93% | 79 | 17.25% | 379 | 82.75% | 27 | 34.18% | 8 | 10.13% | 4 | 5.06% | 30 | 37.97% | 10 | 12.66% | 56.52% | |
4 | 贺兰县党委、政府 | 834 | 760 | 74 | 91.13% | 166 | 21.84% | 594 | 78.16% | 59 | 35.54% | 13 | 7.83% | 14 | 8.43% | 68 | 40.96% | 12 | 7.23% | 55.84% | |
5 | 永宁县党委、政府 | 429 | 425 | 4 | 99.07% | 104 | 24.47% | 321 | 75.53% | 30 | 28.85% | 8 | 7.69% | 12 | 11.54% | 47 | 45.19% | 7 | 6.73% | 51.55% | |
6 | 灵武市党委、政府 | 321 | 318 | 3 | 99.07% | 64 | 20.13% | 254 | 79.87% | 22 | 34.38% | 10 | 15.63% | 6 | 9.38% | 23 | 35.94% | 3 | 4.69% | 62.30% | |
7 | 银川滨河新区管委会 | 13 | 9 | 4 | 69.23% | 3 | 33.33% | 6 | 66.67% | 1 | 33.33% | 0 | 0% | 1 | 33.33% | 1 | 33.33% | 0 | 0% | 66.67% | |
8 | 银川经济技术开发区 | 17 | 15 | 2 | 88.24% | 1 | 6.67% | 14 | 93.33% | 0 | 0% | 0 | 0% | 0 | 0% | 1 | 100% | 0 | 0% | 0% | |
合计 | 4866 | 4389 | 477 | 90.20% | 913 | 20.80% | 3476 | 79.20% | 315 | 34.50% | 80 | 8.76% | 80 | 8.76% | 370 | 40.53% | 68 | 7.45% | 56.21% | ||
备 | 银川市综合保税区及灵武羊绒园区本周没有市民诉求 回复满意率=（满意件+基本满意件+一般件）/（回复件-吐槽件）×100% | ||||||||||||||||||||
附件2:
12345便民服务中心二级平台办件情况统计表（市直部门及企业工单办理情况）
序 | 部 门 | 交办件 | 办结 | 办理 | 办结率 | 满意度测评市民回复统计 | 满意度统计 | 回复 | ||||||||||||
回复 | 未评价 | 满意 | 基本满意 | 一般 | 不满意 | 吐槽 | ||||||||||||||
回复件 | 占比 | 未评 价件 | 占比 | 满意件 | 占比 | 基本 | 占比 | 一般 | 占比 | 不满 | 占比 | 吐槽 | 占比 | |||||||
1 | 市委人才局 | 2 | 2 | 0 | 100% | 0 | 0% | 1 | 50% | 0 | 0% | 0 | 0% | 0 | 0% | 0 | 0% | 0 | 0% | 0% |
2 | 市妇联 | 1 | 1 | 0 | 100% | 1 | 100% | 0 | 0% | 1 | 100% | 0 | 0% | 0 | 0% | 0 | 0% | 0 | 0% | 100% |
3 | 市残联 | 2 | 1 | 1 | 50% | 0 | 0% | 1 | 100% | 0 | 0% | 0 | 0% | 0 | 0% | 0 | 0% | 0 | 0% | 0% |
4 | 市新闻传媒集团 | 1 | 1 | 0 | 100% | 0 | 0% | 1 | 100% | 0 | 0% | 0 | 0% | 0 | 0% | 0 | 0% | 0 | 0% | 0% |
5 | 市发改委 | 1 | 1 | 0 | 100% | 0 | 0% | 1 | 100% | 0 | 0% | 0 | 0% | 0 | 0% | 0 | 0% | 0 | 0% | 0% |
6 | 市教育局 | 21 | 21 | 0 | 100% | 6 | 28.57% | 15 | 71.43% | 3 | 50% | 2 | 33.33% | 0 | 0% | 1 | 16.67% | 0 | 0% | 83.33% |
7 | 市工信局 | 1 | 1 | 0 | 100% | 0 | 0% | 1 | 100% | 0 | 0% | 0 | 0% | 0 | 0% | 0 | 0% | 0 | 0% | 0% |
8 | 市公安局 | 5 | 5 | 0 | 100% | 0 | 0% | 5 | 100% | 0 | 0% | 0 | 0% | 0 | 0% | 0 | 0% | 0 | 0% | 0% |
9 | 市公安局交警分局 | 608 | 607 | 1 | 99.84% | 132 | 21.75% | 475 | 78.25% | 73 | 55.30% | 11 | 8.33% | 9 | 6.82% | 36 | 27.27% | 3 | 2.27% | 72.09% |
10 | 市公安消防支队 | 18 | 16 | 2 | 88.89% | 9 | 56.25% | 7 | 43.75% | 1 | 11.11% | 0 | 0% | 0 | 0% | 7 | 77.78% | 1 | 11.11% | 12.50% |
11 | 兴庆区公安局 | 33 | 32 | 1 | 96.97% | 6 | 18.75% | 26 | 81.25% | 2 | 33.33% | 2 | 33.33% | 0 | 0% | 2 | 33.33% | 0 | 0% | 66.67% |
12 | 金凤区公安局 | 60 | 57 | 3 | 95% | 8 | 14.04% | 49 | 85.96% | 0 | 0% | 0 | 0% | 1 | 12.50% | 7 | 87.50% | 0 | 0% | 12.50% |
13 | 西夏区公安局 | 25 | 25 | 0 | 100% | 4 | 16% | 21 | 84% | 2 | 50% | 0 | 0% | 1 | 25% | 1 | 25% | 0 | 0% | 75% |
14 | 滨河公安分局 | 1 | 1 | 0 | 100% | 0 | 0% | 1 | 100% | 0 | 0% | 0 | 0% | 0 | 0% | 0 | 0% | 0 | 0% | 0% |
15 | 市民政局 | 10 | 10 | 0 | 100% | 1 | 10% | 9 | 90% | 1 | 100% | 0 | 0% | 0 | 0% | 0 | 0% | 0 | 0% | 100% |
序 | 部 门 | 交办件 | 办结 | 办理 | 办结率 | 满意度测评市民回复统计 | 满意度统计 | 回复 | ||||||||||||
回复 | 未评价 | 满意 | 基本满意 | 一般 | 不满意 | 吐槽 | ||||||||||||||
回复件 | 占比 | 未评 价件 | 占比 | 满意件 | 占比 | 基本 | 占比 | 一般 | 占比 | 不满 | 占比 | 吐槽 | 占比 | |||||||
16 | 市人社局 | 27 | 24 | 3 | 88.89% | 2 | 8.33% | 22 | 91.67% | 0 | 0% | 1 | 50% | 0 | 0% | 0 | 0% | 1 | 50% | 100% |
17 | 市自然资源局 | 14 | 11 | 3 | 78.57% | 3 | 27.27% | 8 | 72.73% | 1 | 33.33% | 0 | 0% | 1 | 33.33% | 1 | 33.33% | 0 | 0% | 66.66% |
18 | 市生态环境局 | 147 | 141 | 6 | 95.92% | 33 | 23.40% | 108 | 76.60% | 10 | 30.30% | 2 | 6.06% | 1 | 3.03% | 15 | 45.45% | 5 | 15.15% | 46.43% |
19 | 市住建局 | 247 | 165 | 82 | 66.80% | 30 | 18.18% | 135 | 81.82% | 6 | 20% | 0 | 0% | 1 | 3.33% | 20 | 66.67% | 3 | 10% | 25.93% |
20 | 市交通局 | 10 | 10 | 0 | 100% | 2 | 20% | 8 | 80% | 0 | 0% | 1 | 50% | 0 | 0% | 1 | 50% | 0 | 0% | 50% |
21 | 市农牧局 | 1 | 1 | 0 | 100% | 1 | 100% | 0 | 0% | 1 | 100% | 0 | 0% | 0 | 0% | 0 | 0% | 0 | 0% | 100% |
22 | 市商务局 | 4 | 4 | 0 | 100% | 0 | 0% | 4 | 100% | 0 | 0% | 0 | 0% | 0 | 0% | 0 | 0% | 0 | 0% | 0% |
23 | 市文化旅游广电局 | 12 | 12 | 0 | 100% | 1 | 8.33% | 11 | 91.67% | 0 | 0% | 0 | 0% | 0 | 0% | 0 | 0% | 1 | 100% | 0% |
24 | 市卫健委 | 15 | 15 | 0 | 100% | 4 | 26.67% | 11 | 73.33% | 1 | 25% | 2 | 50% | 0 | 0% | 1 | 25% | 0 | 0% | 75% |
25 | 市应急管理局 | 3 | 3 | 0 | 100% | 0 | 0% | 3 | 100% | 0 | 0% | 0 | 0% | 0 | 0% | 0 | 0% | 0 | 0% | 0% |
26 | 市市场监管局 | 472 | 418 | 54 | 88.56% | 90 | 21.53% | 328 | 78.47% | 39 | 43.33% | 9 | 10% | 11 | 12.22% | 25 | 27.78% | 6 | 6.67% | 70.24% |
27 | 市国资委 | 2 | 2 | 0 | 100% | 0 | 0% | 2 | 100% | 0 | 0% | 0 | 0% | 0 | 0% | 0 | 0% | 0 | 0% | 0% |
28 | 市网信局 | 4 | 4 | 0 | 100% | 1 | 25% | 3 | 75% | 1 | 100% | 0 | 0% | 0 | 0% | 0 | 0% | 0 | 0% | 100% |
29 | 市综合执法监督局 | 1 | 1 | 0 | 100% | 0 | 0% | 1 | 100% | 0 | 0% | 0 | 0% | 0 | 0% | 0 | 0% | 0 | 0% | 0% |
30 | 市市政管理局 | 325 | 322 | 3 | 99.08% | 70 | 21.74% | 250 | 77.64% | 39 | 55.71% | 3 | 4.29% | 8 | 11.43% | 16 | 22.86% | 4 | 5.71% | 75.76% |
31 | 市体育局 | 7 | 6 | 1 | 85.71% | 1 | 16.67% | 5 | 83.33% | 1 | 100% | 0 | 0% | 0 | 0% | 0 | 0% | 0 | 0% | 100% |
序 | 部 门 | 交办 | 办结 | 办理 | 办结 | 满意度测评市民回复统计 | 满意度统计 | 回复 | ||||||||||||
回复 | 未评价 | 满意 | 基本满意 | 一般 | 不满意 | 吐槽 | ||||||||||||||
回复件 | 占比 | 未评 价件 | 占比 | 满意 | 占比 | 基本 | 占比 | 一般 | 占比 | 不满 | 占比 | 吐槽 | 占比 | |||||||
32 | 市园林局 | 68 | 68 | 0 | 100% | 14 | 20.59% | 54 | 79.41% | 9 | 64.29% | 1 | 7.14% | 1 | 7.14% | 2 | 14.29% | 1 | 7.14% | 84.62% |
33 | 市审批服务管理局 | 27 | 27 | 0 | 100% | 9 | 33.33% | 18 | 66.67% | 7 | 77.78% | 1 | 11.11% | 1 | 11.11% | 0 | 0% | 0 | 0% | 100% |
34 | 市人民防空办公室 | 1 | 1 | 0 | 100% | 1 | 100% | 0 | 0% | 1 | 100% | 0 | 0% | 0 | 0% | 0 | 0% | 0 | 0% | 100% |
35 | 国家税务总局银川市税务局 | 151 | 151 | 0 | 100% | 30 | 19.87% | 121 | 80.13% | 19 | 63.33% | 0 | 0% | 1 | 3.33% | 9 | 30% | 1 | 3.33% | 68.97% |
36 | 市土储中心 | 2 | 2 | 0 | 100% | 1 | 50% | 1 | 50% | 0 | 0% | 0 | 0% | 0 | 0% | 1 | 100% | 0 | 0% | 0% |
37 | 市房改办 | 3 | 3 | 0 | 100% | 0 | 0% | 3 | 100% | 0 | 0% | 0 | 0% | 0 | 0% | 0 | 0% | 0 | 0% | 0% |
38 | 公积金中心 | 1 | 1 | 0 | 100% | 0 | 0% | 1 | 100% | 0 | 0% | 0 | 0% | 0 | 0% | 0 | 0% | 0 | 0% | 0% |
39 | 市客运管理中心 | 502 | 502 | 0 | 100% | 91 | 18.13% | 411 | 81.87% | 51 | 56.04% | 7 | 7.69% | 7 | 7.69% | 24 | 26.37% | 2 | 2.20% | 73.03% |
40 | 市不动产登记中心 | 15 | 15 | 0 | 100% | 5 | 33.33% | 10 | 66.67% | 3 | 60% | 1 | 20% | 1 | 20% | 0 | 0% | 0 | 0% | 100% |
41 | 银川阅海湾商务区服务中心 | 1 | 1 | 0 | 100% | 0 | 0% | 1 | 100% | 0 | 0% | 0 | 0% | 0 | 0% | 0 | 0% | 0 | 0% | 0% |
42 | 银川商贸物流服务中心 | 14 | 14 | 0 | 100% | 5 | 35.71% | 9 | 64.29% | 1 | 20% | 0 | 0% | 0 | 0% | 4 | 80% | 0 | 0% | 20% |
43 | 贺兰山岩画管理处 | 1 | 1 | 0 | 100% | 1 | 100% | 0 | 0% | 1 | 100% | 0 | 0% | 0 | 0% | 0 | 0% | 0 | 0% | 100% |
44 | 市邮政管理局 | 8 | 8 | 0 | 100% | 3 | 37.50% | 5 | 62.50% | 2 | 66.67% | 0 | 0% | 0 | 0% | 1 | 33.33% | 0 | 0% | 66.67% |
45 | 银川市道路运输管理局 | 19 | 19 | 0 | 100% | 3 | 15.79% | 16 | 84.21% | 1 | 33.33% | 1 | 33.33% | 0 | 0% | 1 | 33.33% | 0 | 0% | 66.67% |
46 | 国网银川供电公司 | 63 | 63 | 0 | 100% | 6 | 9.52% | 57 | 90.48% | 3 | 50% | 0 | 0% | 0 | 0% | 3 | 50% | 0 | 0% | 50% |
序 | 部 门 | 交办 | 办结 | 办理 | 办结 | 满意度测评市民回复统计 | 满意度统计 | 回复 | ||||||||||||
回复 | 未评价 | 满意 | 基本满意 | 一般 | 不满意 | 吐槽 | ||||||||||||||
回复件 | 占比 | 未评 价件 | 占比 | 满意 | 占比 | 基本 | 占比 | 一般 | 占比 | 不满 | 占比 | 吐槽 | 占比 | |||||||
47 | 中铁水务集团 | 137 | 137 | 0 | 100% | 37 | 27.01% | 100 | 72.99% | 14 | 37.84% | 4 | 10.81% | 6 | 16.22% | 9 | 24.32% | 4 | 10.81% | 72.73% |
48 | 哈纳斯新能源集团 | 17 | 17 | 0 | 100% | 6 | 35.29% | 11 | 64.71% | 2 | 33.33% | 2 | 33.33% | 0 | 0% | 1 | 16.67% | 1 | 16.67% | 80% |
49 | 银川市公交公司 | 97 | 96 | 1 | 98.97% | 33 | 34.38% | 63 | 65.63% | 13 | 39.39% | 2 | 6.06% | 8 | 24.24% | 8 | 24.24% | 2 | 6.06% | 74.19% |
50 | 银川市移动 | 40 | 36 | 4 | 90% | 6 | 16.67% | 30 | 83.33% | 4 | 66.67% | 0 | 0% | 0 | 0% | 1 | 16.67% | 1 | 16.67% | 80% |
51 | 银川市电信 | 31 | 31 | 0 | 100% | 4 | 12.90% | 27 | 87.10% | 1 | 25% | 0 | 0% | 0 | 0% | 3 | 75% | 0 | 0% | 25% |
52 | 银川市联通 | 8 | 8 | 0 | 100% | 1 | 12.50% | 7 | 87.50% | 1 | 100% | 0 | 0% | 0 | 0% | 0 | 0% | 0 | 0% | 100% |
53 | 市新华书店 | 2 | 2 | 0 | 100% | 1 | 50% | 1 | 50% | 1 | 100% | 0 | 0% | 0 | 0% | 0 | 0% | 0 | 0% | 100% |
54 | 中国铁塔股份有限公司银川市分公司 | 2 | 0 | 2 | 0% | 0 | 0% | 0 | 0% | 0 | 0% | 0 | 0% | 0 | 0% | 0 | 0% | 0 | 0% | 0% |
55 | 宁夏广电网络有限公司 | 7 | 7 | 0 | 100% | 0 | 0% | 7 | 100% | 0 | 0% | 0 | 0% | 0 | 0% | 0 | 0% | 0 | 0% | 0% |
56 | 宁夏邮政公司银川分公司 | 3 | 3 | 0 | 100% | 0 | 0% | 3 | 100% | 0 | 0% | 0 | 0% | 0 | 0% | 0 | 0% | 0 | 0% | 0% |
57 | 烟草专卖局 | 4 | 4 | 0 | 100% | 1 | 25% | 3 | 75% | 1 | 100% | 0 | 0% | 0 | 0% | 0 | 0% | 0 | 0% | 100% |
58 | 市城投公司 | 1 | 1 | 0 | 100% | 0 | 0% | 1 | 100% | 0 | 0% | 0 | 0% | 0 | 0% | 0 | 0% | 0 | 0% | 0% |
59 | 宁夏四维金盾 | 2 | 1 | 1 | 50% | 1 | 100% | 0 | 0% | 1 | 100% | 0 | 0% | 0 | 0% | 0 | 0% | 0 | 0% | 100% |
60 | 摩拜单车 | 7 | 7 | 0 | 100% | 0 | 0% | 7 | 100% | 0 | 0% | 0 | 0% | 0 | 0% | 0 | 0% | 0 | 0% | 0% |
合计 | 3314 | 3146 | 168 | 94.93% | 664 | 21.11% | 2479 | 78.89% | 318 | 47.89% | 52 | 7.83% | 58 | 8.73% | 200 | 30.12% | 36 | 5.42% | 68.15% | |
备 注 | 银川市财政局、审计局等市直部门本周没有市民诉求 回复满意率=（满意件+基本满意件+一般件）/（回复件-吐槽件）×100% | |||||||||||||||||||
附件：
主办：银川市人民政府办公室
运行管理：银川市电子政务服务中心