嘉善12328处理一件规范一片

Jiashan 12328 handles one piece and standardizes one piece

5850元运费，是河南货车司机程师傅3个月以来的“心病”。最近，在浙江省嘉兴市嘉善县12328货车司机接诉中心的帮助下，这笔被拖欠良久的运费终于成功追回。“这笔运费我要了3个月都没结果，还是你们帮忙解决了！”收到运费后，程师傅长舒了一口气。

The freight of 5850 yuan has been the "heart disease" of Henan truck driver Master Cheng for three months. Recently, with the help of the 12328 Truck Driver Complaint Center in Jiashan County, Jiaxing City, Zhejiang Province, the long-owed freight was finally successfully recovered. "I asked for this freight for 3 months, but there was no result, so you helped solve it!" After receiving the freight, Master Cheng breathed a sigh of relief.

走进货车司机接诉中心，墙面上清晰展示着各类投诉处置流程图，工作人员24小时值班值守，确保货车司机诉求有人听、问题有人管、困难有人帮。接诉中心负责人介绍，他们系统梳理了近两年的投诉案件，聚焦运费拖欠、平台纠纷等重点问题，建立了分类处置机制，确保每个问题都有明确的处置路径和责任部门。

Walking into the truck driver complaint center, the flow chart of handling various complaints is clearly displayed on the wall. The staff are on duty 24 hours a day to ensure that the truck driver's demands are listened to, the problems are managed, and the difficulties are helped. According to the person in charge of the complaint center, they systematically sorted out the complaint cases in the past two years, focused on key issues such as freight arrears and platform disputes, and established a classified disposal mechanism to ensure that each issue has a clear disposal path and responsible department.

近年来，嘉善构建起“三个精准、三种模式、三项保障”全链条服务体系，通过精准归口、精准布点、精准管控，利用“情感沟通＋积极斡旋”“部门联动＋源头治理”“深挖根源＋灵活处置”模式，从队伍培训、复盘机制、满意导向三个维度，打造诉求处置高速通道，探索矛盾化解“最优路径”。

In recent years, Jiashan has built a full-chain service system of "three precisions, three modes and three guarantees". Through precise centralization, precise distribution and precise management and control, it uses the mode of "emotional communication + active mediation", "departmental linkage + source management" and "digging deep into the root cause + flexible disposal" to build a high-speed channel for appeal disposal from three dimensions: team training, review mechanism and satisfaction orientation, and explore the "optimal path" for contradiction resolution.

“最优路径”并不是做个“和事佬”。今年7月底至8月中旬，接诉中心接连收到8起关于某零食仓储公司的投诉。“如果只是就事论事地处理单个投诉，同样的问题还会反复出现。”负责这起投诉的工作人员介绍，接诉中心认真分析了8起投诉的具体情况，帮助企业查找管理漏洞，完善内部流程，从源头上杜绝了类似问题再次发生。

The "optimal path" is not to be a "peacemaker". From the end of July to mid-August this year, the complaint receiving center received eight complaints about a snack storage company. "If you only deal with a single complaint on a case-by-case basis, the same problem will appear repeatedly." The staff in charge of this complaint introduced that the complaint receiving center carefully analyzed the specific situation of eight complaints, helped enterprises find management loopholes, improved internal processes, and prevented similar problems from happening again from the source.

嘉善县交通运输局相关负责人表示，维护货车司机权益，不仅是解决单个投诉，更要通过个案推动整个行业规范化发展，达到“处理一件、规范一片”的效能。“三个三”全链条服务体系实施以来，货车司机诉求响应率、解决率、满意率均达100％。

The relevant person in charge of Jiashan County Transportation Bureau said that safeguarding the rights and interests of truck drivers is not only to solve a single complaint, but also to promote the standardized development of the whole industry through individual cases, so as to achieve the effectiveness of "handling one piece and standardizing one piece". Since the implementation of the "Three Threes" full-chain service system, the response rate, resolution rate and satisfaction rate of truck drivers' appeals have all reached 100%.