“在大廳(ting)的任何一個窗口，都(dou)可(ke)以(yi)辦理(li)水電氣業(ye)務，比以(yi)前(qian)方便多了(le)。”林女(nv)士興奮地(di)告訴(su)記者。

　　近日(ri)，深圳(zhen)市寶安(an)區打通供(gong)水、供(gong)電(dian)(dian)和供(gong)氣(qi)服(fu)務(wu)(wu)“最后一公里”，在(zai)全市率先實現水電(dian)(dian)氣(qi)業(ye)務(wu)(wu)進駐(zhu)行(xing)政(zheng)服(fu)務(wu)(wu)大廳“綜窗辦理”，獲得了(le)用戶好評。此次進駐(zhu)的水電(dian)(dian)氣(qi)業(ye)務(wu)(wu)共有(you)34項，所(suo)有(you)水電(dian)(dian)氣(qi)業(ye)務(wu)(wu)均(jun)實行(xing)綜窗辦理，一個窗口(kou)便可辦結34項水電(dian)(dian)氣(qi)業(ye)務(wu)(wu)。此外，申請材料全部實行(xing)電(dian)(dian)子(zi)流轉，還(huan)引(yin)進中國(guo)銀行(xing)及中國(guo)工商(shang)銀行(xing)進駐(zhu)，為辦事(shi)人提(ti)供(gong)企(qi)業(ye)開戶及企(qi)業(ye)金融(rong)咨詢(xun)等配套服(fu)務(wu)(wu)，減輕綜合窗口(kou)工作人員(yuan)物料流轉的壓(ya)力(li)，提(ti)高(gao)了(le)工作效率。

　　深圳市水務(wu)(wu)集團在寶安(an)區實(shi)施水電氣“四免(mian)四化(hua)(hua)”(“四免(mian)”是(shi)指開(kai)戶免(mian)填表、申(shen)請免(mian)跑腿、水表免(mian)費送和(he)抄表免(mian)打擾。“四化(hua)(hua)”是(shi)指受理(li)渠道多元(yuan)化(hua)(hua)、辦(ban)理(li)材料(liao)簡化(hua)(hua)、業務(wu)(wu)流轉電子化(hua)(hua)和(he)辦(ban)理(li)進(jin)度(du)透明化(hua)(hua))。此次寶安(an)區實(shi)行水電氣業務(wu)(wu)綜(zong)(zong)窗(chuang)辦(ban)理(li)，屬于“受理(li)渠道多元(yuan)化(hua)(hua)”工作的一部分。除了寶安(an)區，包括(kuo)南山(shan)區、福(fu)田(tian)區和(he)鹽田(tian)區等(deng)，都在進(jin)行水電氣業務(wu)(wu)綜(zong)(zong)窗(chuang)辦(ban)理(li)的嘗(chang)試。

　　“今年4月我們就上線(xian)了(le)新版用水(shui)報(bao)裝(zhuang)信(xin)(xin)(xin)息系(xi)統，全面取消紙質流轉(zhuan)(zhuan)，實(shi)(shi)現(xian)(xian)全流程電(dian)子化(hua)流轉(zhuan)(zhuan)，工(gong)作效率(lv)得(de)到(dao)了(le)顯著提高。”深圳市(shi)(shi)水(shui)務(wu)(wu)集團副總裁(cai)楊(yang)小(xiao)文說(shuo)。除了(le)推出綜窗辦理，深圳市(shi)(shi)水(shui)務(wu)(wu)集團還提供了(le)服務(wu)(wu)熱線(xian)、微信(xin)(xin)(xin)公眾(zhong)號、網上營業(ye)廳、實(shi)(shi)體(ti)營業(ye)廳、水(shui)電(dian)氣共享營業(ye)廳等多種渠道，為(wei)市(shi)(shi)民(min)實(shi)(shi)現(xian)(xian)一站(zhan)式(shi)辦理多種業(ye)務(wu)(wu)提供了(le)支持。目前，深圳市(shi)(shi)民(min)可通過微信(xin)(xin)(xin)公眾(zhong)號、“i深圳”APP來實(shi)(shi)現(xian)(xian)用水(shui)報(bao)裝(zhuang)“零(ling)跑腿”和“線(xian)上辦”。

　　在(zai)辦(ban)(ban)(ban)(ban)理流(liu)程(cheng)上，“四(si)(si)免四(si)(si)化(hua)”之前，申請用(yong)(yong)(yong)(yong)水(shui)(shui)(shui)(shui)報裝(zhuang)需(xu)要提(ti)供8項(xiang)(xiang)材(cai)(cai)料，包括提(ti)供施工許可(ke)證和(he)用(yong)(yong)(yong)(yong)水(shui)(shui)(shui)(shui)計劃、填寫《客(ke)戶用(yong)(yong)(yong)(yong)水(shui)(shui)(shui)(shui)狀況登記表》《用(yong)(yong)(yong)(yong)水(shui)(shui)(shui)(shui)項(xiang)(xiang)目核準表》等(deng)(deng);而“四(si)(si)免四(si)(si)化(hua)”之后(hou)，用(yong)(yong)(yong)(yong)戶只需(xu)要提(ti)供建設項(xiang)(xiang)目用(yong)(yong)(yong)(yong)地許可(ke)證或(huo)者物(wu)業權屬證明一項(xiang)(xiang)材(cai)(cai)料即可(ke)辦(ban)(ban)(ban)(ban)理，大大簡(jian)化(hua)了(le)(le)辦(ban)(ban)(ban)(ban)理材(cai)(cai)料，降低了(le)(le)辦(ban)(ban)(ban)(ban)理申請成(cheng)本(ben)，充分(fen)滿足了(le)(le)建設項(xiang)(xiang)目施工前地質勘(kan)探和(he)場地平整等(deng)(deng)工作(zuo)(zuo)的用(yong)(yong)(yong)(yong)水(shui)(shui)(shui)(shui)需(xu)求。“流(liu)程(cheng)簡(jian)化(hua)之后(hou)，用(yong)(yong)(yong)(yong)水(shui)(shui)(shui)(shui)報裝(zhuang)申請流(liu)程(cheng)時間由14個(ge)工作(zuo)(zuo)日降至7個(ge)工作(zuo)(zuo)日。此外，用(yong)(yong)(yong)(yong)戶通過多(duo)渠道(dao)申請辦(ban)(ban)(ban)(ban)理后(hou)，除為客(ke)戶提(ti)供免費(fei)上門服(fu)務(wu)(wu)之外，對于(yu)接(jie)入常(chang)用(yong)(yong)(yong)(yong)水(shui)(shui)(shui)(shui)表口徑DN50及以(yi)下的企業客(ke)戶，我(wo)們也免費(fei)提(ti)供水(shui)(shui)(shui)(shui)表。”楊小文說。據了(le)(le)解，深圳市(shi)水(shui)(shui)(shui)(shui)務(wu)(wu)集團今(jin)年起逐(zhu)步停止向用(yong)(yong)(yong)(yong)戶收取臨時用(yong)(yong)(yong)(yong)水(shui)(shui)(shui)(shui)押金及給水(shui)(shui)(shui)(shui)工程(cheng)保證金，此舉(ju)大大降低了(le)(le)用(yong)(yong)(yong)(yong)戶辦(ban)(ban)(ban)(ban)理用(yong)(yong)(yong)(yong)水(shui)(shui)(shui)(shui)業務(wu)(wu)的成(cheng)本(ben)。

　　在(zai)智能(neng)化(hua)(hua)服務方面，深(shen)圳(zhen)(zhen)市水(shui)(shui)務集團通過全(quan)流程電子(zi)化(hua)(hua)流轉，不(bu)僅實現了(le)任務消息(xi)提醒、超時(shi)預(yu)警和督察管(guan)控等功能(neng)，還實現了(le)全(quan)流程實時(shi)可(ke)查可(ke)監(jian)(jian)(jian)控，確保(bao)每一(yi)單用水(shui)(shui)報裝申請在(zai)承諾(nuo)時(shi)限內辦(ban)結，為(wei)縮減(jian)辦(ban)理時(shi)限提供(gong)了(le)有力支撐。同時(shi)，深(shen)圳(zhen)(zhen)市水(shui)(shui)務集團同步推廣使用智能(neng)水(shui)(shui)表(biao)，實現遠程抄表(biao)。為(wei)了(le)確保(bao)報裝后的(de)(de)用水(shui)(shui)安全(quan)，深(shen)圳(zhen)(zhen)市水(shui)(shui)務局也從排水(shui)(shui)設施大(da)氣污(wu)染物的(de)(de)指標和濃(nong)度特征出發(fa)，篩選出相匹配的(de)(de)監(jian)(jian)(jian)測儀表(biao)和設備，并將這(zhe)些技術進行(xing)系(xi)統集成，成功開(kai)發(fa)了(le)國內首個水(shui)(shui)處理行(xing)業(ye)臭氣監(jian)(jian)(jian)測預(yu)警系(xi)統。該系(xi)統目前在(zai)深(shen)圳(zhen)(zhen)全(quan)市的(de)(de)18個重(zhong)點(dian)水(shui)(shui)質凈化(hua)(hua)廠(chang)、泵(beng)站使用，為(wei)用水(shui)(shui)安全(quan)提供(gong)了(le)重(zhong)要保(bao)障。

　　為了提高客戶滿(man)意度，深入一(yi)線(xian)了解用戶需求，今(jin)年5月(yue)，深水(shui)寶安水(shui)務集(ji)團啟動了為期3個月(yue)的“集(ji)團管(guan)理層再當供水(shui)營銷(xiao)員(yuan)(yuan)”服務進(jin)企(qi)業系列(lie)活動，從集(ji)團領導到客服部負(fu)責人，都擔任起(qi)一(yi)線(xian)供水(shui)營銷(xiao)員(yuan)(yuan)“上門服務”。

　　“目(mu)前(qian)我們的用(yong)(yong)水報裝(zhuang)全流(liu)程都是公開(kai)的，客戶不僅能(neng)夠通(tong)過(guo)微信(xin)(xin)公眾(zhong)號、網廳、營業廳公告欄等公開(kai)渠(qu)道閱覽辦理流(liu)程，還(huan)能(neng)通(tong)過(guo)系統自(zi)動發送(song)的短(duan)信(xin)(xin)，隨時掌握用(yong)(yong)水報裝(zhuang)辦理進度以(yi)及當前(qian)環節承諾的辦理時限，也(ye)可通(tong)過(guo)網上營業廳或微信(xin)(xin)公眾(zhong)號等線上渠(qu)道自(zi)助查詢辦理進度。”楊小文說(shuo)。