How to break the dilemma of few government self-service terminals?

There are thousands of government service matters, all kinds of materials and processes are different, some need to recycle old certificates, some need to hand sign, some need to enter fingerprints, a self-service machine is difficult to meet all needs, each department can only be customized according to their own needs, many models occupy space, separate procurement and repeated construction cause waste.

Existing self-service machines can either only do a certain task or assist a certain link, or can only be used for inquiry and display. Due to the single function of the self-service terminal, it is necessary to run back and forth between multiple equipment or windows and self-service machines, and the people prefer to go to the window to handle it in order to avoid wasting time in groping.

There are four ways to break this dilemma, make self-service more convenient, enhance the trust of staff in self-service terminals, and relieve the pressure of the window.

1. Integrated integrated self-service terminal

Adhere to the principle of "unified fundraising and resource sharing", cancel the traditional deployment method of a single department equipped with a single dedicated self-service equipment, and integrate the office business of multiple departments into one self-service terminal, which not only saves construction costs, but also saves physical space, effectively realizes the integrated handling of multi-line and multi-business government service matters, and actively improves the convenience and experience of enterprises and the masses.

2. Standardize the standards for handling self-service matters

The self-service terminal is different from the window, the applicant cannot receive feedback directly, and the government affairs are highly professional, and any errors in the materials or forms need to be modified or resubmitted. Therefore, it is necessary to standardize the standards for handling self-service matters, standardize the basic elements such as the name, handling conditions, material requirements, operation procedures, approval standards, and result styles, clearly refine the receipt requirements, and mark reminders in a way that is easy for the clerk to understand, or issue a one-time notice of related matters to ensure that materials are not submitted repeatedly.

3. Expand the business coverage of self-service terminals

In order to benefit the people and enterprises as the goal, we will continue to simplify and optimize the handling process, further sort out the high-frequency matters related to people's livelihood, and include them in the list of self-service terminal do-to-do items, so as to realize dynamic management of matters, expand the coverage of service matters, and provide more intimate services for the public.

4. Strengthen the service capacity of assistant guidance and auxiliary office

Set up a consultation desk, equipped with guidance personnel, and provide accurate guidance according to the needs of the public. Carry out the training of assistant staff on a regular basis, improve the ability of staff assistants to guide and assist the office, facilitate the solution of unexpected problems encountered by the enterprise public in the service, and give full play to the efficiency of self-service terminal services. At the same time, strengthen the publicity of self-service terminals, and actively guide the public to use self-service terminals.