Jiang Xiaowei / SHINE
Working at a customer service desk is considered tedious by many employees. But Wang Xiaojun thinks it’s a way to build bridges between residents and policy makers.
“We are working on the front line to collect the opinions of our employees and report them to the authorities in time, in hopes of bringing about changes such as the streamlining of administrative processes to make life easier,” she said.
Wang is the director of the Linfen Road Community Affairs Service Center. There are only 26 employees and they have to handle more than 100,000 cases every year.
During pandemic shutdowns, all staff have become community volunteers to assist with nucleic acid testing, transfer close contact cases, and operate the 24-hour hotline.
The hotline did not stop when the confinement ended. It is still running.
Wang and her colleagues are on duty to provide emergency consultation services and answer questions, such as how to renew prescriptions. “Every day we were getting about 200 calls,” she said.
Apart from their busy work schedules, staff are also required to undergo training on the latest policies from time to time. “We need to know everything,” Wang stressed.
She once had to deal with a resident who got angry at the center because her business couldn’t be run without the proper paperwork.
“He argued that he had called us ahead for a consultation and one of the service window staff told him that what he had brought was enough,” she said. declared.
“Later I learned that the person dealing with him didn’t know the business he wanted. At that time, each customer service window was only responsible for one type of business,” said she declared.
The incident inspired Wang to initiate reform to “break the boundaries” imposed by specific service windows.
Now each of the 26 employees can explain various policies.