陕西省依托网络听民声 上访变“上网”领导成“客服”

家乡情怀

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网友留言反映兵马俑景区有盗贼出没，警方立刻出动将嫌疑人当场抓捕；网友求助家贫看病难，民政部门助其申请低保和医疗救助；网民举报村委会主任租集体土地盖别墅，纪检监察部门迅速介入……“网上访民情，网下解民忧”，如今，变“上访”为“上网”已成为陕西群众表达诉求的首选方式。

　　张涛是咸阳市一名残障大学生。6岁时，一场大病使他腰部以下失去知觉。但是张涛却很坚强，大学期间成绩优异，多次被评为陕西省优秀共青团员。

　　毕业后的他，在求职路上却四处碰壁。走投无路之际，他投书人民网《地方领导留言板》，给陕西省省长留言：“我只有一个小小的愿望，有一份工作，自食其力，也为操劳多年的父母分担一点生活的重担……”

　　这条留言引起了省领导的关注，（陕西）省政府督查室将情况反馈给了咸阳市政府。张涛所在的秦都区政府督查室开始寻找张涛。在征询了张涛本人意见后，秦都区人社局在不足百米的社区服务站为他安排了一份公益性岗位。考虑到张涛不方便过马路，社区特别安排他在家上班。张涛目前负责社区信息录入和资料汇总的工作，对于这份来之不易的工作，他格外认真负责，也十分感恩。

　　2010年，时任陕西代省长的赵正永对留言作出批示，要求陕西省政府督查室会同有关部门核查并上报结果，揭开了陕西网民留言办理工作的序幕。此后，陕西省政府又连续出台了多个文件，使留言办理有章可循、快捷高效，并将留言办理工作纳入全省政府系统督查工作考核范围，赋予15%的分值。正如赵正永所言：“凡有诉求都要查核并回复网民，并坚持对每条留言的办理、回复报告逐一审定。”

　　5年来，11个地市参与互动，3万条网友留言，1.7万条“一把手”回复……这一连串的数字，见证了陕西省“人民网地方领导留言板”从无到有、日益强大的成长历程。

　　“面对留言板，不‘打酱油’，也不能踢皮球。”省政府督查室相关负责人称，无论是群众的求助信息还是涉及刑事案件的投诉，一旦反映到留言板，都将重点对待，竭力解决。

　　留言板的背后，是高效运转的工作机制。据介绍，陕西省已建立了以督查系统为主要支撑的办理队伍，完善了从下载、转办到上报、回复的工作流程。陕西省政府秘书长陈国强表示，督查工作不仅局限于解决单个问题，而是坚持剖析根源、整治各种现象，从源头上预防和减少信访问题。

　　从网络问政向网络理政逐步演变，省委、省政府在处理群众问题上也由过去的被动接招，变为主动出手。陕西还主动尝试以网络互动平台为抓手，延伸搭建了陕西政务微博、省（市）长信箱、政府门户网站等平台，为网民提供零门槛、零距离、零成本的服务。

　　“在互联网已成为国人生活、工作重要组成部分的当下，各级领导干部要积极依托网络听民声、体民情、察民意。”陕西省委书记赵正永强调，网络问政平台的实质是要成为政府服务群众的“直通车”，领导干部要心甘情愿当好“在线服务员”，为群众切实解决问题。

天不长地不久

真正能做到网络听民声，网下解民意，还需要下很大的功夫，不是光靠写几篇文章就能解决的