I never expected that even though I called the wrong number, it didn't delay the completion of the task! "During the golden autumn season, when reporters interviewed at a certain army brigade and talked about the topic of" government service to the grassroots ", Sergeant Chen Jiahao from the Service Support Camp had a deep memory of a recent experience. At that time, Chen Jiahao had just returned from training and found that the high-speed rail ticket used for reimbursement was accidentally lost. Due to his unfamiliarity with the procedures for reissuing receipts, he called the finance department of the brigade for consultation. Unexpectedly, Chen Jiahao dialed the wrong number and placed the call on the office landline of Secretary Xu from the Human Resources Department. Hello, is this the finance department? I would like to inquire, can I still claim reimbursement for lost high-speed rail tickets? ”After the phone was connected, Chen Jiahao revealed the difficulties he had encountered. Xu Gan was taken aback for a moment before realizing, "Hello comrade, this is the Human Resources Department. You called the wrong number." "I'm really sorry, I called the wrong number! ”Upon hearing this, Chen Jiahao quickly expressed his apologies and prepared to hang up the phone. Unexpectedly, Xu Ganshi continued, "Now the comrades in the finance department are all stationed with the team for training. Please leave your contact information, and I will help you contact the relevant personnel in the finance department. I will get back to you later." Xu Ganshi's words made Chen Jiahao feel warm. Put down the phone, Officer Xu immediately contacted Assistant Li in charge of reimbursement work in the finance department, explained the relevant situation, and informed Chen Jiahao of his contact information. Assistant Li called Chen Jiahao and provided detailed information on the reimbursement process in case of lost receipts. A week later, Chen Jiahao received the reimbursed travel expenses. Finding the wrong person "does not delay" getting things done ", and this warm phone call is a microcosm of the travel agency's strengthening of its awareness of serving the grassroots. The leader of the brigade told reporters that in the past, some staff members of government agencies had some problems in serving the grassroots: some had a stiff and "ugly face" attitude, were accustomed to dealing with evasions, and blocked the demands of grassroots officers and soldiers with just a few words; Some people shirk responsibility and play the ball, and when faced with ambiguous boundaries of duties, they are unwilling to take the initiative, resulting in some difficult problems being unresolved for a long time. Over time, not only has the image of the organization been damaged in the minds of grassroots officers and soldiers, but the internal relationships and cohesion of the troops have also been affected. In order to improve the quality and efficiency of government services at the grassroots level, the brigade adheres to the concept of "grassroots first, soldiers first" and explores the implementation of the "first in charge" work mode. When grassroots officers and soldiers call the government for consultation, regardless of which department's personnel receive the call, they must record in detail the department's job title, consultation matters, and contact information, and clearly require that those within the scope of their department's responsibilities are responsible for implementing the next step of work; For those outside the scope of the department's responsibilities, it is necessary to promptly and accurately communicate with specific department staff. Not only that, the brigade has implemented a full process service evaluation mechanism on a regular basis, requiring departments responsible for responding to the demands of officers and soldiers, regardless of the size of the problem or the difficulty of solving it, to actively distribute satisfaction evaluation forms to officers and soldiers after the matter is completed. The evaluation results serve as an important basis for the annual evaluation of government departments and individual cadres. At the beginning of the implementation of the "first in charge" work mode, some government officials did not quite understand it. There is already a lot of work within the scope of my duties, and the 'first in charge' has increased a lot of workload, "recalled Wang, a staff officer in the management department of the brigade. In the past, when I received calls from officers and soldiers inquiring about matters that were not within the scope of my department's responsibilities, I often replied with" unclear "or" not understood ". With the implementation of the 'first in line responsibility' work mode, I have found that recording the process of consulting with officers and soldiers has given me a more comprehensive understanding of the difficulties encountered by grassroots comrades. He said that the situations reported by grassroots units, regardless of which department they belong to, are actually closely related. Once, Staff Officer Wang received consecutive phone calls from two soldiers inquiring about the military examination. They not only paid attention to the examination policy and application process, but also reflected the problem of "no learning venue". After recording the relevant information, he promptly informed Staff Officer Liao of the Training Department of the call situation and also proactively contacted Director Li of the Human Resources Department. Soon after, they coordinated the venue for the exam soldiers to review and prepare for. Serving the grassroots should not be limited to 'doing things', but should also pursue' doing things well '. ”The leader of the brigade told reporters that the "first in line responsibility" work mode promotes the strengthening of grassroots service awareness among government officials. Not only has the phenomenon of "passing the buck" and "perfunctory responsibility" decreased, but personnel from different departments often consult each other on relevant policies and systems in their respective areas of responsibility, effectively solving many problems. A few days after receiving the reimbursement, Chen Jiahao also received an electronic "Office Service Satisfaction Evaluation Form" jointly issued by the Tourism Finance Department and the Human Resources Department, inviting him to evaluate the response speed, clarity of answers, service attitude, and final results of this business transaction. Chen Jiahao checked "very satisfied" in the evaluation form and left a message: like the service-oriented organization! (New Society)