党的十九大以来全国信访工作综述

A summary of the national petition work since the 19th National Congress of the Communist Party of China

信访工作是党的群众工作的重要组成部分，是了解社情民意的重要窗口。

Letters and visits are an important part of the party's mass work and an important window to understand social conditions and public opinions.

习近平总书记强调，各级党委、政府和领导干部要坚持把信访工作作为了解民情、集中民智、维护民利、凝聚民心的一项重要工作，千方百计为群众排忧解难。

General Secretary 　 emphasized that party committees, governments and leading cadres at all levels should persist in taking letters and visits as an important task to understand people's feelings, concentrate people's wisdom, safeguard people's interests and unite people's hearts, and do everything possible to solve problems for the masses.

构建起坚实完备的信访工作新格局，不断推进治理重复信访、化解信访积案专项工作，网上信访走深走实，努力将信访工作融入经济社会发展大局……党的十九大以来，全国信访系统深入学习贯彻习近平总书记关于信访工作重要指示精神，精准把握新时代信访工作的基本原则和总体要求，坚守人民情怀，坚持人民至上，牢记职责使命，主动担当作为，不断开创新时代信访工作新局面。

4构建起坚实完备的信访工作新格局，不断推进治理重复信访、化解信访积案专项工作，网上信访走深走实，努力将信访工作融入经济社会发展大局……党的十九大以来，全国信访系统深入学习贯彻习近平总书记关于信访工作重要指示精神，精准把握新时代信访工作的基本原则和总体要求，坚守人民情怀，坚持人民至上，牢记职责使命，主动担当作为，不断开创新时代信访工作新局面。To build a solid and complete new pattern of petition work, constantly promote the special work of managing repeated petitions and resolving accumulated cases of petition, make online petitions deeper and more solid, and strive to integrate petition work into the overall situation of economic and social development...术语标注：Build a solid and complete new pattern of letters and visits, Constantly promote the special work of managing repeated letters and visits and resolving the accumulated cases of letters and visits. Online letters and visits go deep and practical, Strive to integrate letters and visits into the overall situation of economic and social development... Since the 19th National Congress of the Communist Party of China, The national petition system thoroughly studies and implements the spirit of General Secretary 　 's important instructions on petition work, accurately grasps the basic principles and general requirements of petition work in the new era, adheres to the people's feelings, adheres to the people's supremacy, keeps in mind the duties and missions, takes the initiative to take responsibility, and constantly opens up a new situation in petition work in the new era.

理顺体制机制，构建信访工作新格局

Rationalize the system and mechanism and build a new pattern of letters and visits

立善法于天下，则天下治。完善信访制度，是推动信访工作高质量发展的根本之举。

If a good law is established in the world, the world will govern. Perfecting the petition system is the fundamental move to promote the high-quality development of petition work.

“本条例适用于各级党的机关、人大机关、行政机关、政协机关、监察机关、审判机关、检察机关以及群团组织、国有企事业单位等开展信访工作。”

"These Regulations apply to the complaint reporting work carried out by Party organs, people's congresses, administrative organs, CPPCC organs, supervisory organs, judicial organs, procuratorial organs, mass organizations, state-owned enterprises and public institutions at all levels."

“各级机关、单位领导干部应当阅办群众来信和网上信访、定期接待群众来访、定期下访，包案化解群众反映强烈的突出问题。”

"Leading cadres of organs and units at all levels should read and handle letters and online petitions from the masses, receive and visit the masses regularly, and resolve outstanding problems strongly expressed by the masses."

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2022年2月25日，中共中央、国务院发布《信访工作条例》。

On February 25, 2022, the CPC Central Committee and the State Council issued the Regulations on Letters and Visits.

举一纲而万目张。《信访工作条例》是新时代信访工作的基本遵循。

Give an outline and look at it. The Regulations on Letters and Visits is the basic compliance of letters and visits in the new era.

《信访工作条例》共6章50条，内容缜密科学、系统完备，围绕做好新时代信访工作的体制机制、职责任务、处理程序、监督体系等进行顶层设计：确立了党领导下的信访工作体制和格局；体现了党的机关、人大机关、行政机关、政协机关、监察机关、审判机关、检察机关等处理信访事项不同的程序要求；健全信访工作监督机制，对责任追究的情形和方式等作出明确规定。

"Petition work Regulations" a total of 6 chapters and 50 articles, the content is rigorous, scientific, systematic, around the new era of petition work system and mechanism, responsibilities and tasks, processing procedures, supervision system and other top-level design: established the Party under the leadership of the petition work system and pattern; It reflects the different procedural requirements of Party organs, people's congresses, administrative organs, CPPCC organs, supervisory organs, judicial organs and procuratorial organs in handling complaint reporting matters. We will improve the supervision mechanism for complaint reporting and make clear provisions on the circumstances and methods of accountability.

从事信访工作20多年的江苏省溧阳市信访局局长王颖说：“条例理顺了新时代信访工作体制机制，使信访工作在基层能够形成更大的合力，对于更好提升基层信访工作的能力和水平意义重大。”

Wang Ying, director of Liyang Bureau of Letters and Visits in Jiangsu Province, who has been engaged in the work of letters and visits for more than 20 years, said: "The regulations have sorted out the system and mechanism of letters and visits in the new era, so that letters and visits can form a greater joint force at the grassroots level, which is of great significance to better improve the ability and level of grassroots letters and visits."

“善立者顺势而成焉。”《信访工作条例》的出台，也是对过去一个时期信访工作制度改革成果的总结。

"Good people take advantage of the trend." The promulgation of the Regulations on Letters and Visits is also a summary of the reform achievements of letters and visits system in the past period.

近年来，国家信访局和各地信访部门全面贯彻落实党中央、国务院决策部署，系统谋划和推进信访制度改革，既注重建章立制，又注重贯彻落实，总结固化一系列好经验好做法。

In recent years, the National Public Complaints and Proposals Administration and local complaint reporting departments have fully implemented the decisions and arrangements of the CPC Central Committee and The State Council, and systematically planned and promoted the reform of the complaint reporting system. They have not only laid down rules and regulations, but also focused on their implementation, and summarized and solidified a series of good experiences and practices.

——党对信访工作的全面领导得到强化，党总揽全局、协调各方的领导核心作用得到进一步发挥。地方党委把信访工作摆上重要议事日程，党委常委会定期听取信访工作汇报，分析形势，解决突出问题。河北、辽宁、吉林、安徽等省建立“五级书记抓信访”机制，明确各级书记是信访工作的第一责任人。

The Party's overall leadership over complaint reporting has been strengthened, and its role as the core of leadership in commanding the overall situation and coordinating all parties has been given further play. Local Party committees put the work of complaint reporting on an important agenda, and the standing committee of the Party Committee regularly listens to reports on complaint reporting, analyzes the situation and solves outstanding problems. Hebei, Liaoning, Jilin, Anhui and other provinces have established a "five-level secretary handling complaint reporting" mechanism, making it clear that secretaries at all levels are the first responsible person for complaint reporting.

——信访工作体制机制建设取得明显成效。首次颁布实施信访工作五年规划，印发关于加强新时代网上信访工作的意见，修订信访考核办法、督查工作办法，推进诉访分离、依法分类处理、信访工作责任制，便民利民的各项改革措施落地落实。

-Significant achievements have been made in the construction of the system and mechanism of letters and visits. For the first time, we promulgated and implemented the Five-Year Plan for Letters and Visits, issued Opinions on Strengthening Online Letters and Visits in the New Era, revised the assessment methods and supervision methods for letters and visits, and promoted the implementation of various reform measures such as separation of complaints and visits, classified treatment according to law, responsibility system for letters and visits, and convenience for the people and the people.

——信访工作联席会议机制更加健全、协调更加有力，齐抓共管的工作格局更加完善，源头预防、排查梳理、纠纷化解、应急处置的信访矛盾综合治理机制构建持续加快。截至目前，全国县级信访工作联席会议机制覆盖率近八成，部分省份实现了乡镇（街道）信访工作联席会议机制全覆盖。

The joint meeting mechanism for complaint reporting work has been improved with stronger coordination, and the work pattern of joint efforts and joint management has been improved. The establishment of a comprehensive complaint reporting management mechanism to prevent complaints at the source, investigate and sort out disputes, resolve disputes and respond to emergencies has been accelerated. Up to now, nearly 80 percent of the county-level joint meetings on complaint reporting have been covered nationwide, and some provinces have covered all township and subdistrict joint meetings on complaint reporting

随着各项体制机制的完善，信访事项平均办理时长由2017年的21.5天缩短至2021年的14.6天，信访工作更加优质高效，大批信访矛盾在基层得到了有效化解，群众满意度明显提升。

With the improvement of various systems and mechanisms, the average processing time of letters and visits has been shortened from 21.5 days in 2017 to 14.6 days in 2021, and the work of letters and visits has become more high-quality and efficient. A large number of contradictions between letters and visits have been effectively resolved at the grassroots level, and the satisfaction of the masses has been significantly improved.

化解信访积案，明确责任协同发力

Resolve the accumulated cases of letters and visits, and clarify the responsibility to work together

不久前，农民工张某来到内蒙古自治区信访局来访接待大厅，将一面锦旗送到接访人员手中。

Not long ago, Zhang, a migrant worker, came to the reception hall of Inner Mongolia Autonomous Region Letters and Calls Bureau and sent a banner to the visitors.

“因对建筑工程结算量存在争议，我们80多名农民工被拖欠上百万元工资，近10年来奔走反映无果。”张某说，感谢自治区信访局下大力气与各方沟通协商，有关单位最终拿出解决方案，让他们领到了工资。

"More than 80 of our migrant workers are owed millions of yuan in wages due to disputes over the settlement amount of the construction project, but they have been running for nearly 10 years to complain." Zhang said that thanks to the autonomous region bureau of letters and proposals to communicate with all parties, the relevant units finally came up with a solution, so that they got their wages.

这一信访积案的成功化解，是全国信访系统治理重复信访、化解信访积案专项工作成效的一个缩影。

The successful resolution of this accumulated case of letters and visits is a microcosm of the effectiveness of the special work of the national petition system to manage repeated letters and visits and resolve the accumulated case of letters and visits.

2020年8月，中央信访工作联席会议部署在全国开展治理重复信访、化解信访积案专项工作。两年来，信访部门采取多项有效措施，推动专项工作取得明显成效。

In August 2020, the Central Joint Conference on Complaint and Reporting Work deployed a nationwide special work to address repeated complaint and reporting cases. In the past two years, the petition departments have taken a number of effective measures to promote the special work achieved obvious results.

坚持领导包案，协调各方力量，调动各部门积极性并强化监督——

Adhere to the leadership package, coordinate the forces of all parties, mobilize the enthusiasm of all departments and strengthen supervision-

由于环保治理需要，辽宁省沈阳市浑南区某村村民邱某的禽畜养殖场被关停。邱某认为，政府给的经济补偿并不能弥补他的损失。随后数年，他反复到各级信访部门上访。

The livestock farm owned by Qiu, a villager in Hunnan District, Shenyang City, Liaoning province, was shut down for environmental protection. Qiu said the financial compensation offered by the government could not make up for his loss. In the following years, he repeatedly went to all levels of petition departments to petition.

“这类信访积案往往事实复杂，牵扯部门多，相关各部门间工作不好协调，有的部门也不够重视。”辽宁省信访局督查室负责人说。

"This kind of letters and visits often have complicated facts and involve many departments. The work among relevant departments is not well coordinated, and some departments do not pay enough attention." The person in charge of the Supervision Office of Liaoning Letters and Calls Bureau said.

找到问题的症结，浑南区对症下药，落实主要领导对重点信访事项包案处理工作机制。由包案领导牵头，统筹区信访局、财政局、农业农村局、街道办等部门召开调度推进会，对信访事项进行全面核查了解。最终，这件前后历时3年的重复信访事项圆满解决。

Find the crux of the problem, Hunnan district to the case, the implementation of the main leadership of the key letter and visit matters package case processing mechanism. Under the leadership of the Bao case leader, the district Bureau of Letters and Calls, the Bureau of Finance, the Bureau of Agriculture and Rural affairs, the street office and other departments held dispatching promotion meeting, to conduct a comprehensive verification and understanding of the complaint matters. In the end, the three years of repeated petitions were successfully resolved.

国家信访局相关负责人说，过去一段时间全国各地均落实领导包案，持续高位推动，取得良好效果。福建、海南、重庆、甘肃等地实行省级领导带头包案，开展领导干部接访下访；西藏、青海等地实行省（区、市）直职能部门和市县主要领导“双包案”制度……

The relevant person in charge of the National Public Complaints and Proposals Administration said that in the past period of time, all parts of the country have implemented the leadership package, continued to promote the high level, and achieved good results. Fujian, Hainan, Chongqing, Gansu and other places implement provincial leaders to take the lead in case package, leading cadres to receive and visit; Tibet, Qinghai and other places have implemented the "double package" system of direct functional departments of provinces (autonomous regions, municipalities) and major leaders of cities and counties...

建立机制，明确各部门责任，促使各部门协同发力——

Establish a mechanism to clarify the responsibilities of various departments and promote the concerted efforts of various departments-

“一单位拖欠我运输费用多年。因为法律关系复杂，涉及部门多、责任划分不清，我的信访诉求一直没能得到解决。”广州市民杨某反映。

"One unit owed me transportation expenses for years. Because of the complicated legal relationship, the multiple departments involved and the unclear division of responsibilities, my petition has not been resolved." Guangzhou citizen Yang Mou reflects.

为解决这一积案，广东省信访局和相关部门协调杨某信访事项所涉诸多单位进行会商，最终依规妥善解决杨某反映的纠纷。

In order to solve this accumulated case, Guangdong Provincial Bureau of Letters and Calls and relevant departments coordinated many units involved in Yang's letters and visits to discuss, and finally properly resolved the disputes reflected by Yang according to regulations.

据介绍，许多信访积案之所以长年难以化解，就是因为涉及部门多，单个部门责任不明晰，多个部门间配合不力。

According to the introduction, the reason why many complaints and visits have been difficult to resolve for years is because of the number of departments involved, the responsibility of a single department is not clear, and the lack of cooperation between multiple departments.

为此，广东省信访工作联席会议与21个地级以上市、35个省直成员单位签订化解重复信访积案责任状，共同形成化解积案的合力。对涉及多部门职责的积案，明确主责单位牵头协调相关部门会商化解，防止“踢皮球”现象。

To this end, the Joint Conference of Complaint and Visit Work of Guangdong Province signed the responsibility letter for resolving repeated complaint and visit accumulated cases with 21 prefecture-level listed and 35 provincial member units, forming a joint force for resolving accumulated cases. For cases involving the responsibilities of multiple departments, the responsible unit will take the lead in coordinating with relevant departments to discuss and resolve them, so as to prevent the phenomenon of "kicking the ball".

此外，为有效推动积案化解，信访系统开展“大督查大接访大调研”活动，各级领导干部和信访干部，通过直接与群众面对面听诉求、解难题、化心结，工作作风进一步转变，密切了党和政府同人民群众的血肉联系。

In addition, in order to effectively promote the settlement of cases, the petition system carried out the "great supervision, great reception and great investigation" activities, leading cadres at all levels and petition cadres, through direct face-to-face with the masses to listen to appeals, solve problems, resolve heart problems, further change the work style, close the Party and the government and the people's flesh and blood contact.

动真碰硬，力度空前。人民群众的急难愁盼问题就是治理重复信访、化解信访积案专项工作的聚焦点。

It's hard to move, and the intensity is unprecedented. The urgent problems of the people are the focus of the special work to control repeated letters and visits and resolve the accumulated cases of letters and visits.

一张数据成绩单，最能让人真切感受到治理重复信访、化解信访积案的力度和成效：目前，各地信访积案化解率超九成，全国重复信访持续呈现下降趋势。

A data report card, the most people can really feel the governance of repeated complaints and visits, resolve the accumulated complaints and visits of the strength and effectiveness: At present, all over the settlement rate of accumulated complaints and visits of more than 90%, repeated complaints and visits of the country continues to show a downward trend.

畅通网上信访，拓展联系群众渠道

Smooth online letters and visits and expand channels for contacting the masses

“信访网上投，事项网上办，结果网上评，问题网上督，形势网上判。”过去一个时期，全国网上信访量在信访总量中的占比上升明显，网上信访已成为群众信访重要渠道。

"Petition online cast, matters online do, the results online evaluation, the problem online supervision, the situation online judgment." In the past period, the proportion of online letters and visits in the total number of letters and visits in China has increased significantly, and online letters and visits have become an important channel for public letters and visits.

治与世宜则有功。近年来，全国信访系统顺应信息化时代发展和群众新期待，大力推进“互联网+信访”，着力打造畅通便捷、务实高效、规范有序、权威管用的信访渠道，实现“数据多跑路、群众少跑腿”。

To govern the world properly is meritorious. In recent years, in line with the development of the information age and the new expectations of the public, the national petition and reporting system has vigorously promoted the "Internet plus petition and reporting", striving to build a smooth, convenient, practical, efficient, standardized, orderly, authoritative and effective petition and reporting channel, so as to achieve "more data running and less people running errands".

畅通拓宽网上诉求表达新平台，让群众网上信访更方便——

Smooth and broaden the new platform for online appeal expression, making online letters and visits more convenient for the masses-

厦门市连先生通过福建省信访局开通的“新冠肺炎疫情防控诉求与建议通道”求助：家中孕妇即将生产，到医院后因健康码为橙色无法办理入院；其已上传48小时内核酸检测结果，但是健康码迟迟未更新，请求帮助解决。

Mr. Xiamen Lian asked for help through the "novel coronavirus pneumonia Epidemic Prevention and Control Appeal and Suggestion Channel" opened by the Fujian Provincial Bureau of Letters and Calls: pregnant women at home are about to give birth, and after arriving at the hospital, they cannot be admitted to hospital because the health code is orange; It has uploaded the nucleic acid test results within 48 hours, but the health code has not been updated for a long time, so it is requested to help solve the problem.

福建省信访局即转省经济信息中心及厦门市有关地方和单位办理，并持续跟踪联系省、市有关部门和思明区防疫指挥部。很快，问题得到解决，孕妇顺利生产。

Fujian Provincial Bureau of Letters and Calls immediately transferred to the Provincial Economic Information Center and relevant localities and units in Xiamen, and continuously tracked and contacted relevant provincial and municipal departments and Siming District Epidemic Prevention Command. Soon, the problem was solved and the pregnant woman gave birth smoothly.

如今，国家和省一级都开通信访手机客户端、微信公众号，实现网上信访向“掌上”延伸。尤其是新冠肺炎疫情发生以来，网上信访全天候联通群众，在党和政府与人民群众之间架起了“连心桥”“直通车”。

Nowadays, mobile phone clients for letters and visits and WeChat official account have been opened at the national and provincial levels to realize the extension of online letters and visits to the "handheld". Especially since the outbreak of novel coronavirus pneumonia, online letters and visits have connected the masses around the clock, setting up a "heart-to-heart bridge" and a "through train" between the Party, the government and the people.

建立健全快捷高效解决问题新机制，让网上信访好用更管用——

Establish and improve a new mechanism to solve problems quickly and efficiently, so that online letters and visits can be used more effectively-

家住北京市石景山区的金女士，看到邻居将电动车放在楼道，存在安全隐患。她与邻居、物业多次协商未果，想到社区宣传的“石时解纷”矛盾纠纷多元化解平台。扫码注册后，她在“我要信访”栏目中选择了“视频信访”提交申请。

Ms. Jin, who lives in Shijingshan District, Beijing, saw that her neighbor put the electric car in the corridor, which had potential safety hazards. She failed to negotiate with her neighbors and properties for many times, and thought of the diversified solution platform for contradictions and disputes of "resolving disputes when stone is time" publicized by the community. After scanning the code to register, she chose "Video Letters and Visits" in the column of "I Want Letters and Visits" to submit her application.

后台工作人员接报，区信访办联合住建委、街道办等多部门视频接访，听取诉求，并研究现场调研和解决问题方案。很快，小区疏堵结合提出综合解决方案：扩建新建停车棚，搭建室外充电桩和充电柜，还将在电梯间安装阻车器。

The back-office staff received the report, and the District Letters and Calls Office, in conjunction with the Housing and Construction Committee, the Street Office and other departments, received the video interview, listened to the demands, and studied the on-site investigation and problem solving solutions. Soon, a comprehensive solution was put forward in combination with dredging and blocking in the community: expanding the new parking shed, building outdoor charging piles and charging cabinets, and installing car stoppers in elevators.

按按手机键，信访诉求就解决。这背后是各地各部门依托移动互联网、人工智能和大数据技术，让信访事项的解决更“智慧”。如今，国家信访信息系统已在全国4级近9万个单位间实现互联互通，通力合作共同推动信访事项的有效解决。

Press the mobile phone button, and the petition appeal will be solved. Behind this, all localities and departments rely on mobile Internet, artificial intelligence and big data technology to make the resolution of letters and visits more "intelligent". Nowadays, the National Letters and Visits Information System has been interconnected among nearly 90,000 units at four levels in China, and has worked together to promote the effective resolution of letters and visits.

创新完善公开透明“阳光信访”新模式，让网上信访更具公信力——

Innovate and improve the new model of open and transparent "sunshine letters and visits" to make online letters and visits more credible-

四川省广安市村民冯某在网上信访平台反映，因桥梁拆除后未及时建设，导致村民出行不便的问题。很快，事情有了进展。

Feng Mou, a villager from Guang'an City, Sichuan Province, reported on the online petition platform that the bridge was not built in time after demolition, which led to the inconvenience of villagers' travel. Soon, things made progress.

“从反映问题，到收到受理回复，到事项交办，再到问题解决，整个过程进度都可以在网上看得到。”冯某表示非常满意。

"From reflecting problems, receiving acceptance replies, assigning matters, and solving problems, the progress of the whole process can be seen online." Feng expressed great satisfaction.

以公开促进公正，用透明赢得信任。

Promote justice through openness and win trust through transparency.

可查询、可跟踪、可督办、可评价……全国信访系统坚持网上信访工作由群众评价、受群众监督，有效保障群众知情权、表达权、参与权、监督权。遵循阳光操作、透明运转，公开信访事项办理过程、方式、结果，做到件件有着落、事事有回音，提高工作透明度和公正性。

It can be inquired, tracked, supervised and evaluated... The national petition system insists that the online petition work is evaluated and supervised by the masses, and effectively protects the people's right to know, express, participate and supervise. Follow the sunshine operation, operate transparently, and disclose the process, methods and results of handling letters and visits, so as to ensure that everything is in place and everything is echoed, and improve the transparency and fairness of work.

源头化解矛盾，服务社会治理大局

Resolve contradictions at the source and serve the overall situation of social governance

“你对安置房都有哪些不满意？”“如果安置房有质量隐患，我们可以联系相关单位进行检修……”

"What are your dissatisfaction with the resettlement houses?" "If the resettlement house has quality hazards, we can contact the relevant units for maintenance..."

在山东省济南市历城区某街道，信访干部和网格员了解到个别村民对于安置住房条件质量有所不满，于是主动上门了解诉求，力求将问题解决在前，避免矛盾激化。

In a street in Licheng District, Jinan City, Shandong Province, petition cadres and grid workers learned that individual villagers were dissatisfied with the quality of resettlement housing conditions, so they took the initiative to come to the door to understand their demands, striving to solve the problems first and avoid intensification of contradictions.

“将信访与网格化治理相结合，目的是将问题解决在萌芽状态、化解在基层，以信访部门的力量服务基层社会治理。”济南市委副秘书长、市政府副秘书长、市信访局局长李成刚介绍。

"Combining letters and visits with grid governance aims to solve problems in the bud, resolve them at the grassroots level, and serve grassroots social governance with the strength of the petition department." Li Chenggang, deputy secretary-general of Jinan Municipal Committee, deputy secretary-general of municipal government and director of Municipal Bureau of Letters and Calls, introduced.

源头化解矛盾，是做好信访工作的治本之策，也是信访服务社会治理大局的重要方面。过去一个时期，全国信访系统始终坚持信访工作与社会矛盾综合调处化解机制相融合，主动把信访工作融入基层社会治理大格局。

Resolving conflicts at the source is the fundamental policy to do a good job in letters and visits, and it is also an important aspect for letters and visits to serve the overall situation of social governance. In the past period, the national petition system has always adhered to the integration of petition work and the comprehensive mediation and resolution mechanism of social contradictions, and actively integrated petition work into the overall pattern of grassroots social governance.

在各地信访部门的工作中，新时代“枫桥经验”得到坚持和发展——

In the work of local petition departments, the "Fengqiao Experience" in the new era has been adhered to and developed-

浙江省创新推出“信访超市”，坚持“一站式化解”的理念，以社会矛盾纠纷调处化解中心为平台，实行信访事项一站式接收、一揽子调处、全链条解决模式。

Zhejiang Province innovatively launched the "petition supermarket", adhered to the concept of "one-stop resolution", and implemented the mode of one-stop reception, package mediation and whole chain resolution of petitions on the platform of social contradictions and disputes mediation and resolution center.

浙江省宁波市镇海区一小区业主沈先生认为住建和城管部门相关规定不合理，损害了自己权益。他不知道该向哪个部门反映问题，于是来到镇海区“信访超市”。

Mr. Shen, the owner of a residential area in Zhenhai District, Ningbo City, Zhejiang Province, thinks that the relevant regulations of the housing construction and urban management departments are unreasonable and damage his rights and interests. He didn't know which department to report the problem to, so he came to Zhenhai District "Letters and Visits Supermarket".

来到“信访超市”，沈先生发现各个部门都在这里设有窗口，还设有无差别受理窗口，建有窗口导访甄别机制，以准确区分诉类事项和访类事项，由相关专业接待人员分类处理，做到应接尽接。

When he came to the "Letters and Visits Supermarket", Mr. Shen found that all departments had windows here, and there was also an indiscriminate acceptance window, and a window guidance and screening mechanism was set up to accurately distinguish between complaints and visits, which were handled by relevant professional receptionists in different categories, so as to ensure that they should be answered.

信访窗口接待后，“信访超市”随即召集城管、镇海新城管委会、街道办事处等部门联合接访。各部门当即根据各自职责，向沈先生等人解释政策，作出答复。

After the reception at the petition window, the "petition supermarket" immediately called the urban management, Zhenhai New Town Management Committee, sub-district offices and other departments to jointly receive the visit. According to their respective duties, each department immediately explained the policy to Mr. Shen and others and made a reply.

信访部门也纷纷出台举措，让信访工作融入并服务社会治理乃至社会发展大局。

Letters and visits departments have also introduced measures to integrate letters and visits into and serve the overall situation of social governance and even social development.

国家信访局聚焦党中央关注、群众关心、社会关切的痛点难点和突出问题，加大对信访矛盾结构性变化和政策性问题分析，加强对社情民意新情况新动向的综合研判，及时提出意见建议，推动从政策层面成批解决问题。近年来，国家信访局关于改善营商环境等问题的相关信访信息得到有关部门高度重视，并转化为利民惠民的好政策。

The National Bureau of Letters and Calls focuses on the pain points, difficulties and outstanding problems concerned by the CPC Central Committee, the masses and the society, increases the analysis of structural changes and policy issues in the contradiction between letters and visits, strengthens the comprehensive research and judgment of new situations and new trends of social conditions and public opinion, puts forward opinions and suggestions in a timely manner, and promotes the problem solving in batches from the policy level. In recent years, the relevant petition information of the National Bureau of Letters and Calls on improving the business environment has been highly valued by relevant departments and transformed into a good policy for benefiting the people.

此外，一些地方深入开展调研走访活动，解决群众身边急难愁盼问题，助力脱贫攻坚、乡村振兴；一些地方健全动态排查化解矛盾纠纷新机制，服务经济社会高质量发展……

In addition, some places have carried out in-depth research and visits to solve the urgent problems around the masses and help them get rid of poverty and revitalize the countryside; In some places, we have improved the new mechanism for dynamic investigation and resolution of contradictions and disputes to serve the high-quality development of the economy and society...

奋进新征程，做好新时代信访工作责任重大。国家信访局负责人表示，全国信访系统将增强“四个意识”、坚定“四个自信”、做到“两个维护”，继续牢记为民解难、为党分忧的政治责任，坚守人民情怀，坚持底线思维、法治思维，服务党和国家工作大局，维护群众合法权益，化解信访突出问题，促进社会和谐稳定，扎实做好信访各项工作，以实际行动迎接党的二十大胜利召开！

Strive for a new journey and do a good job in letters and visits in the new era. The person in charge of the National Bureau of Letters and Calls said, The national petition system will strengthen "four consciousnesses", strengthen "four self-confidences" and achieve "two maintenance". Continue to keep in mind the political responsibility of solving problems for the people and sharing worries for the party, stick to the people's feelings, adhere to the bottom line thinking and the rule of law thinking, serve the overall work of the party and the state, safeguard the legitimate rights and interests of the masses, resolve outstanding problems in letters and visits, promote social harmony and stability, do a solid job in letters and visits, and greet the victory of the 20th National Congress of the Communist Party of China with practical actions!

《 人民日报 》（ 2022年05月25日 01 版）

People's Daily (01 Edition, May 25, 2022)