SERVICE-ORIENTED: Staff members in the petition center of Zhaoan County, Fujian Province, receive residents coming to make requests or report problems on July 27 (LIU JIAN)

Service-oriented governing

With progress in petition handling has come an improvement in the work style of Zhaoan County's officials.

"In Zhaoan, if any official still regards himself or herself as above others, then he or she is out," Xu said.

In addition to the petition center, to better serve the people, Nanzhao Town has set up a one-stop service center, which makes it more convenient for residents to apply for various certifications, social insurance payments and other schemes. Such service centers have also been set up in the sub-districts and villages in the town's jurisdiction.

According to Xu, it is very convenient for local residents to put forward demands. "It is as easy as posting a microblog message," she said.

The township petition center has publicized the contact information of officials responsible for handling petitions so that they can be accessed by the public at any time, even after work.

If a petitioner's problem has been addressed, he or she will be immediately informed by the center's staff members. "A follow-up call makes us feel cared for," said Li Shundong, villager in Lintou Village.

"In the past, when we encountered any problem, we first went to the township police station. After the village got the petition center, we report a problem to a village official responsible for handling petitions," Li said, who will help them solve problems, saving much trouble.

Liu Huawen, Deputy Director of the Center for Human Rights Studies of the Chinese Academy of Social Sciences, said the right to express oneself is an important facet of human rights, and Zhaoan County's example should be followed.

Winning trust

Xie Tiangui, Party chief of Sidu Town, said that since the center in the town came into being, residents' attitude toward the center has changed from skepticism into trust.

"When the center had just been set up, the public doubted how many problems we could solve through such a work method. After we solved some of their problems, they came to realize that we are doing serious work," Xie said.

After serving as the director of Nanzhao County's petition center for two years, Xu has keenly felt the importance of listening to the people and building trust. She said that careful and patient listening and frank communication can reduce the distance between people, and foster trust.

Sometimes, a problem may not be solved in a short time, but through communication, a petitioner may feel half of the bitterness pent up in their heart already gone, Xu said. "If the petition center is not able to solve a problem, we will help petitioners contact the relevant departments."

Li Zhihong, Party chief of Lintou Village, said that when local residents reported that a bridge to a local port was unsafe and hampered traffic, the village leadership raised funds to repair the road as soon as possible, and the 2-meter-wide road was broadened to 6 meters.

Statistics show that since 2012, governments of different levels in the county have received 7,174 petitions, and 6,026 cases have been settled.

"With a sound petition platform, people do not have to resort to other measures to solve their problems," Xu said.

Email us at: liujian@bjreview.com