中英文-信阳市企业服务110工作细则（信政〔2017〕18号 2017年9月20日）

 

第一章总则

第一条 为进一步转变政府职能，改进工作作风，健全企业服务工作体系、更好地服务企业、服务项目建设，建立“企业服务 110”工作机制。为保证“企业服务 110”工作机制稳定、高效运作，特制定本细则。

第二章 健全企业服务工作体系

第二条 完善企业服务活动联席会议制度。完善由市企业服务活动联席会议统筹协调、市企业服务办公室牵头、市直相关部门广泛参与的工作机制。市政府每月召开一次联席会议， 及时协调解决企业反映的重大、复杂、疑难问题和办理职责存在争议的问题，强化服务企业实效。

第三条 建立企业首席服务员制度。实行市（县、区）领导直接联系重点企业和重大建设项目，市（县、区）直相关部门领导班子成员分包企业和建设项目制度，实现全市规模以上企业和在建项目首席服务员全覆盖，为企业发展和项目建设提供直通直达服务、上门服务、点对点服务。

第三章 建立企业问题快速办理机制

第四条 建立企业问题便捷通道。市企业服务活动办公室开通企业服务网和企业服务热线电话，受理企业问题，构建常态化的企业服务机制，及时有效解决企业问题。

第五条 各县、区和管理区、开发区及相关市直部门做好与市企业服务活动办公室的对接工作，实现企业问题在全市范围内有效流转解决。市直部门要确定分管领导和具体责任人员，专门负责接收、办理市企业服务活动办公室转办的企业问题；各县、区和管理区、开发区要配备好工作人员，负责接收、批转、督办由市企业服务活动办公室转办的企业问题。

第六条 企业问题可直接登陆信阳市企业服务网或拨打热线电话提交。对企业提出的问题不符合法律、法规规定，问题不明的，市企业服务活动办公室可以不予受理，并向企业说明。企业提交的咨询类问题，市企业服务活动办公室受理后，转交相关单位，由承办单位通过企业服务网直接给予解释答复并报市企业服务活动办公室登记备案。企业提交的协调解决类问题，市企业服务活动办公室受理后，根据问题属性转交相关单位，承办单位的办理结果报市企业服务活动办公室审核后，通过企业服务网向企业做出答复。

第七条 企业问题的办理时限。市企业服务活动办公室全天候受理企业问题。在接收到企业提交的问题后，1 个工作日内完成梳理、汇总、转交工作。相关部门在接到市企业服务活动办公室转办的咨询类问题，在 1 个工作日内向企业答复；协调解决类问题，属于本单位职权范围的，在 5 个工作日内向企业答复，努力提升企业问题办理实效。相关单位协调解决问题确有困难、需市政府研究或多部门协调解决，不能在规定时间内办理完成的，在 3 个工作日内说明理由，并提出解决方案或建议，报市企业服务活动办公室。市企业服务活动办公室根据相关部门的建议上报市政府研究或组织有关部门共同协调解决。相关单位协调解决问题在规定时限内不能向企业做出答复又不向市企业服务活动办公室说明原因的，市企业服务活动办公室提交市政府督查室督办。

第八条 企业提交的特殊、重大或紧急的问题，需提交市政府研究解决的，市企业服务活动办公室受理后，2 个工作日内报市政府，解决情况及时向企业反馈。

第九条 企业可以通过企业服务网就各单位对其所提交问题的答复办理情况进行评价。评价分为：满意、基本满意、不满意。

第十条 市企业服务活动办公室每月对企业问题办理情况进行通报。《通报》报市委、市政府主要领导和市政府分管领导，抄送市政府督查室和各成员单位。

第四章 建立企业服务督办考评机制

第十一条 完善企业服务督导制度。采取成员单位广泛参与、分组实施的办法，围绕政策落实、解决制约企业发展和项目建设中的热点难点问题，不定期开展企业服务督导，深入基层集中解决企业存在的问题。督导结果作为对县、区政府和管理区、开发区企业服务工作考核的重要依据。

第十二条 完善企业服务考核制度。将企业服务工作纳入政府目标考核体系，完善量化考核指标体系，将企业满意度评价、企业问题办理情况、政策落实情况等作为主要考核内容。年底由市企业服务活动办公室组织，对各县、区和管理区、开发区，市直有关部门企业服务工作情况进行评价，对工作成绩突出的单位和个人，按照有关规定和程序予以表彰。

第十三条 对服务不及时、敷衍了事、推诿扯皮、办理不力甚至不办理的单位和个人，由市监察局按照有关规定追究责任。第五章 企业服务网站安全管理

第十四条 企业服务网安全管理工作遵循“谁发布、谁负责” 的原则。企业服务网所涉及的各单位共同对服务网安全负责。

第十五条 成员单位要依据国家相关法律、法规，加强对企业服务网网上互动内容的监管，确保信息安全。不得自行将企业服务网与任何非法网站相链接。不得利用服务网散布含有危害国家安全和社会稳定的信息，不得泄露国家秘密、商业秘密。

第十六条 成员单位对其发布信息的真实性负责。

第六章附则

第十七条 本细则自发布之日起施行。

 

 

Xinyang City "Enterprise Service 110" Working Rules

(Xinzheng(2017) No. 18  September 20, 2017)

Chapter I General Provisions

1. In order to further transform government functions, improve work style, improve enterprise service work system, better serve enterprises, and service project construction, establish the "Enterprise Service 110" working mechanism. In order to ensure the stable and efficient operation of the "Enterprise Service 110" working mechanism, these rules are formulated.

Chapter II Improving the enterprise service work system

2.Improve the joint conference system for enterprise service activities. Improve the working mechanism that is coordinated by the joint meeting of the municipal enterprise service activities, led by the municipal enterprise service office, and extensive participation of relevant municipal departments. The municipal government convenes a joint meeting every month to promptly coordinate and resolve major, complex, and difficult issues reported by the enterprises and issues with disputes in handling responsibilities, and strengthen the effectiveness of service enterprises.

3. Establish an enterprise chief service officer system. Implement a system for the leaders of the city (county, district) to directly contact key enterprises and major construction projects, and the members of the leadership team of the relevant departments of the city (county, district) to subcontract enterprises and construction projects, so as to achieve full coverage of the city's above-scale enterprises and chief attendants for projects under construction , Provide direct service, door-to-door service, and point-to-point service for enterprise development and project construction.

Chapter III Establish a rapid handling mechanism for enterprise issues

4. Establish a convenient channel for enterprise problems. The Municipal Enterprise Service Activity Office has opened the enterprise service network and enterprise service hotline to accept enterprise problems, build a normalized enterprise service mechanism, and solve enterprise problems in a timely and effective manner.
5. All counties, districts and administrative areas, development zones and relevant municipal departments shall do a good job in docking with the municipal enterprise service activities office, so as to realize the effective circulation and settlement of enterprise problems within the city. The municipal departments shall determine the leaders and specific responsible personnel, who are specifically responsible for receiving and handling enterprise issues transferred by the Municipal Enterprise Service Activities Office; all counties, districts, management areas, and development zones shall be equipped with staff to be responsible for receiving, approving, and supervising Enterprise issues transferred from the Municipal Enterprise Service Activities Office.
6. Enterprise questions can be submitted directly by logging in to the Xinyang Enterprise Service Network or dialing the hotline.

If the question raised by the enterprise does not comply with the laws and regulations, and the question is unclear, the Municipal Enterprise Service Activities Office may not accept it and explain it to the enterprise.

Consulting questions submitted by enterprises, after being accepted by the Municipal Enterprise Service Activities Office, shall be forwarded to the relevant units, and the undertaking units shall directly give explanations and answers through the Enterprise Service Network and report to the Municipal Enterprise Service Activities Office for registration and record.

After the coordination and resolution issues submitted by the enterprises are accepted, the Municipal Enterprise Service Activities Office will forward them to the relevant units based on the nature of the problem. After the handling results of the undertaking units are reported to the Municipal Enterprise Service Activities Office for review, they will reply to the enterprise through the Enterprise Service Network.

7. The time limit for handling enterprise issues. The Municipal Enterprise Service Activities Office handles corporate issues around the clock. After receiving the questions submitted by the company, sorting out, summarizing, and forwarding them within 1 working day. Relevant departments will reply to the company within 1 working day after receiving consulting questions transferred from the Municipal Enterprise Service Activities Office; if coordinating and solving problems that fall within the scope of the unit’s powers, reply to the enterprise within 5 working days, and strive to improve the enterprise Effectiveness of problem handling.

Relevant units really have difficulties in coordinating and solving the problem, and need to be studied by the municipal government or coordinated by multiple departments, and cannot be completed within the specified time, explain the reasons within 3 working days, and propose solutions or suggestions, and report to the Municipal Enterprise Service Activities Office . The Municipal Enterprise Service Activities Office shall report to the municipal government according to the suggestions of relevant departments for research or organize relevant departments to coordinate and resolve.

If the relevant units coordinate to solve the problem and cannot answer the enterprise within the prescribed time limit, and fail to explain the reason to the Municipal Enterprise Service Activity Office, the Municipal Enterprise Service Activity Office shall submit it to the Municipal Government Inspection Office for supervision.

8. If a special, major or urgent issue submitted by an enterprise needs to be submitted to the municipal government for research and resolution, the municipal enterprise service activities office shall report to the municipal government within 2 working days after receiving it, and provide timely feedback to the enterprise on the solution.
9. An enterprise can evaluate the handling of the answers to the questions submitted by each unit through the enterprise service network. Evaluation is divided into: satisfied, basically satisfied, and dissatisfied.
10. The Municipal Enterprise Service Activities Office shall report on the handling of enterprise issues on a monthly basis. The "Notice" is reported to the main leaders of the municipal party committee, the municipal government and the leaders in charge of the municipal government, and a copy is sent to the municipal government inspection office and member units.

Chapter IV Establishing an Evaluation Mechanism for Enterprise Service Supervision

11. Improve the enterprise service supervision system. Adopt the method of extensive participation of member units and group implementation, centering on policy implementation and solving the hot and difficult problems that restrict enterprise development and project construction, irregularly carry out enterprise service supervision, and go deep into the grassroots to solve the problems of enterprises. The results of the supervision are used as an important basis for the assessment of the service work of the county and district governments, management zones, and development zones.
12. Improve the enterprise service assessment system. Incorporate enterprise service work into the government’s target evaluation system, improve the quantitative evaluation index system, and take the evaluation of enterprise satisfaction, the handling of enterprise problems, and the implementation of policies as the main evaluation content. At the end of the year, the Municipal Enterprise Service Activities Office will evaluate the enterprise service work of counties, districts, management areas, development zones, and municipal departments, and commend units and individuals with outstanding performance in accordance with relevant regulations and procedures.
13. The Municipal Supervision Bureau shall be held accountable in accordance with relevant regulations for units and individuals that fail to provide timely, perfunctory, prevarication, poor handling, or even failure to handle the case.

 

ChapterV Enterprise Service Website Security Management

14. The security management of the enterprise service network follows the principle of "who publishes, who is responsible". All units involved in the enterprise service network are jointly responsible for the security of the service network.
15. The member units shall strengthen the supervision of the interactive content of the enterprise service network in accordance with relevant national laws and regulations to ensure information security. Do not link the corporate service network with any illegal website by yourself. It is not allowed to use the service network to disseminate information that endangers national security and social stability, and it is not allowed to divulge state secrets and commercial secrets.
16. Member units are responsible for the authenticity of the information they release.

Chapter VI Supplementary Provisions

17. These rules shall come into force on the date of promulgation.