Highway toll station in 2015, the toll station at all levels of leadership under the correct guidance, conscientiously implement the company and the management center of the annual work conference spirit to the company to carry out a comprehensive "management brand building year" activities As a platform, to toll collection as the center, to safety as the goal, to all staff "learning service, learning business, promote management" as the main line, seriously implement the scientific concept of development, the work has made great progress, and gradually realized the toll management refinement, safety management normalization, civilized service standardization, the comprehensive quality of the staff, Business ability, service level have been comprehensively improved. In order to consolidate the results, and continue to forge ahead, the following work report and next year's outlook. First, the main data statistics (as of August 31)
1, the total flow (excluding ETC special lanes) vehicles, including exports, passenger and cargo ratio of about (passenger vehicles, trucks), the entrance to the vehicles, passenger and cargo ratio of about (passenger vehicles, trucks); ETC special lanes total flow of vehicles, including the export of 91,441, the entrance to the vehicles.
2, the total toll (excluding ETC dedicated lanes) yuan (including electronic payment yuan); ETC dedicated lanes yuan.
3, the toll station total transfer pass cards; the use of printed tickets *** counted sheet. 4, justified complaints; toll error rate, misjudgment rate; cumulative investigation and handling of vehicles not in line with the green channel concessions; dissuade dangerous goods vehicles; dissuade
Three super vehicles.
Two, the main work summary
(a) to the collection of work as the main line, strengthen the management of charges, and promote the collection of work smoothly
1, strict charging policy, standardize the collection of behavior. Toll station adhere to the toll collection as the main line of work, serious charge discipline, on the one hand, let the relevant management personnel to each team of the newly developed system and policy documents to preach and organize collective learning. On the other hand, the team leader is required to regularly organize the team personnel on the "Employee Handbook", the relevant system duties and documents to review, study, so that employees in a timely manner to grasp the toll collection operation, special handling of the new requirements, new changes. The use of symposiums and individual conversations, timely reminders and education to personnel with bad signs, to enhance their sense of discipline. Overall to "should be levied not omitted, should be exempted from levying" as a guideline, effectively standardize the charging operation process, to eliminate the blindness and arbitrariness in the work.
2, highlighting the audit assessment, serious collection discipline. Internal audit assessment is to standardize internal management, serious collection discipline effective means, we focus on increasing the work including on-site audit and video audit efforts, pay close attention to the implementation of the audit assessment system. We have adopted round-the-clock on-site and video auditing to form a standardized auditing management with plans and implementation. Strengthened the checks on tickets, bills, special vehicles, the problems found in the audit pointed out in a timely manner, in strict accordance with the standards for the assessment, and make a detailed record of the audit account. Over the past year **** audit more than once, investigated and dealt with violations of discipline personnel more than once, examined
nuclear more than 30 times, and effectively put an end to all kinds of behavioral and disciplinary problems, prompting our levy is moving towards institutionalization, standardization, procedural.
3, strengthen the site management, do a good job of preventing and blocking leaks. First, the emphasis on duty outside the pavilion, strengthen the duty personnel on-site inspection efforts, at any time to pay attention to grasp the situation of the toll plaza, to prevent problems before they occur, to put an end to all the factors unfavorable to the work of the levy; the second is to strictly check the "green channel" preferential car, adhere to the model standards for suspicious buses to check the year to investigate and deal with does not comply with the green channel preferential vehicles, buses upgrades Car more than one, effectively avoiding a large number of economic losses; three is to increase the card, change the card and other toll evasion crackdown, especially after the end of last year, the toll booths cooperate fully with the obstacles, traffic police, road administration successfully smashed an organized, premeditated acts of card break-in, strengthened the lane interceptor use training, improve the relevant emergency response measures, and effectively put an end to the card break-in behavior. After the full force of the fight against card replacement behavior to make deployment, duty personnel and field personnel to improve vigilance, calm and collected, and traffic police, barriers to effectively curb a wave of trucks to change the card tide, a strong crackdown on the related evasion of toll behavior, leakage prevention and plugging work has achieved good results.
(2) to service standardization as the basis for the implementation of civilization, enhance the level of civilized service
1, to audit the assessment as a means to ensure civilized service standardization. Station in the strengthening of business construction at the same time, always pay close attention to civilized service does not relax, will carry out civilized service activities and improve the level of business skills combined, adhere to the site audit and video audit, strengthen the role of the team leader on-site supervision and guidance, and effectively standardize the relevant civilized service behavior, since October, through the mobilization of the station department and the mobilization of the class, began to strictly implement the "Warmth in Xizhang "
Standardized civilized service rules, in accordance with the rules of the standards of the toll station to establish and improve the relevant inspection and assessment system, improve the relevant accounts and records, while the station department to increase the audit and assessment efforts, the audit staff to reach 100%, the irregularities in a timely manner to correct, strict assessment, and effectively regulate the behavior on duty, civilized language and welcoming gestures, to be uniform, licensed and certified, to be a good example of civilized service behavior, to be uniform, to be a good example of civilized service behavior. To achieve uniform dress, card on duty, accept supervision, emphasize the listed service, sing and pay, smile service, civilized service, to ensure the smooth implementation of the new standards, the overall level of service of the toll station has also been effectively enhanced.
2, to suppress complaints as the focus, strengthen the service consciousness training. First of all, pay attention to the service consciousness, the cultivation of personal qualities, took the toll work from the "functional" to "service-oriented" transformation of the pace of the class before and after the repeated emphasis and summarize, so that the service consciousness has gradually become the first mainstream consciousness of the station. In our work, we ask the team leader to strengthen on-site supervision and guidance in a timely manner to find and properly dispose of the scene of special circumstances, requiring toll collectors to adhere to the civilized service with a smile, management personnel to strengthen the inspection and assessment efforts to properly accept all kinds of collection of contradictions and other measures to effectively control the occurrence of complaints. At the same time, special emphasis on active service consciousness, improve the level of convenience service, a year for drivers and passengers to provide boiled water, convenience tools, convenience small drugs and other services more than once, did not occur in a responsible complaint, which was "96777" call letters praised by some people times.
3, activities to promote the creation, enhance the level of civilized service. First, actively carry out party activities, to the eighth party branch to carry out "strive for excellence, for the party flag to add glory" as a platform, the station developed a detailed political learning system, through the party members to light identity, light commitment, write a reading experience, to the party building with the construction of the group, and effectively mobilize all employees to actively participate.
In the Xizhang Mission Branch organized by the "love of the party and patriotism, love and dedication" as the theme of the "May Fourth essay" activities, this site **** collected a piece of excellent manuscripts, which was selected to participate in the evaluation of the Mission Branch which won the first prize. The second is to carry out "civilized service month activities" as an opportunity to carry out civilized service activities and improve the level of business skills, through publicity, self-examination and self-correction, observing and learning, experience sharing, inspection and evaluation, summarize and evaluate, and check for deficiencies and other aspects of the start, and effectively regulate the relevant work discipline and civilized service standards, truly To achieve quality service, excellent order, beautiful environment.
(C) to clarify the main focus of the responsibility to strengthen safety management, to eliminate all kinds of safety accidents
1, the implementation of safety education, deepen safety awareness. Safety is no small matter, the cultivation of safety awareness is particularly important, the station has increased the frequency of safety education and learning, the station routinely 2 safety education meetings per month, each team must talk about safety before and after work, and at the same time, posting safety posters, organizing to watch the safety film, to instill a comprehensive awareness of the safety of safety. In June, the toll station combined with the "Safety Production Month" activities, through the management center organized fire drills and safety quiz and other activities, greatly enriched the staff's safety knowledge and skills, the activities awarded the safety of advanced individuals and safety advanced team is to let the safety awareness of the people.
2, refine the safety work, to ensure that the collection of security. First, the strict implementation of the night shift site and station area patrol and office buildings, dormitory buildings at night locking system to ensure the safety of all personnel and public **** property. The second is to emphasize the daily security of the crossing, during the work of the pavilion door must be unlocked and can not go out of the pavilion without authorization, the shift manager and mobile personnel must wear reflective undershirts on duty, the night
Shift requires the shift manager to adhere to the pavilion outside the duty to increase the intensity of inspection, for the scene of the charge to provide a safe and secure work. Thirdly, every class adhere to all the charging facilities and equipment to carry out a comprehensive inspection, especially in the case of thunderstorms, reasonable arrangement of lanes in a timely manner to close the standby equipment, to ensure that all types of facilities and equipment are in a good state of technology, for the collection of work to provide an effective guarantee.
3, good safety inspection, to eliminate hidden accidents. In order to effectively grasp the work of security, prevention is better than cure, and actively investigate and eliminate all kinds of security risks, strengthened the office building, dormitory, power distribution room and other key parts of the investigation work, focusing on solving the problem of idle people across the square work area, clearly listed the work area of the station focus on the security of the protection of the time period and the key parts of a person responsible for adhering to the daily inspection system to strengthen the fire safety inspection, and timely investigation and replacement of expired fire extinguishers and damaged fire extinguisher. The fire extinguishers and damaged hydrants, while playing the role of monitoring and supervision to take the initiative to analyze and look for hidden security problems and loopholes, so as to be prepared, to prevent all security accidents from occurring.
(4) to team building as the basis for strengthening personnel management, to create a high-quality charge team
1, grasp the ideological education, promote team unity and harmony. Over the past year, we generally advocate the positive effects of staff informed, clear, clear doubts, smooth, to the team regularly carry out ideological education, exchange of learning as the basis for talking to each other, strengthen communication, enhance unity, enhance *** knowledge, so that the hearts and minds of the people cohesion, the formation of a synergistic team spirit. At the same time we take advantage of the rest of the work, the organization team members to learn all kinds of business knowledge, to carry out the exchange of service experience and other activities, to guide the team members to establish a positive, healthy, upward outlook on life, world view, and values. In order to fully mobilize the enthusiasm of the staff, the team launched the "three speak three than"
Activities, that is, speak honesty, to see who has a high quality of the window image; than the service, to see who the speech and behavior of the standardized behavior, good service; speak dedication, to see who the work of the work of the solid, high work ethic; than the skills, to see who the work of the efficiency of the business skills; to speak responsibility, to see who the work of the efficiency, the business skills; to see who the work of the responsibility, to see who the work of the high efficiency, the business skills. Business skills; speak responsibility, to see whose sense of responsibility, do things more reliable; than dedication, to see whose awareness is high, strong sense of dedication. So that the team formed a "more than", "learning", "catch up", "super" a good culture, team members in the Comparison, catching up in further promoting the unity of the team to forge ahead.
2, grasp the skills training, promote the quality of work. Combined with the toll station are new employees and the actual situation of traffic flow rise relatively obvious, the station always attaches great importance to the training of business skills. First, adhere to the theory and practice of the learning model, requiring repeated study and discussion before and after the class, seriously make a good study record, the class summary operation, special circumstances and other issues in the monthly office meeting to take out the collective discussion to solve the problem, the class staff business skills have been steadily improved, all kinds of work errors have been effectively controlled. Secondly, combined with the management center organized annual training, charging speed test as an opportunity to promote learning in the form of activities to the class as a unit of the theoretical knowledge of the repeated combing of banknote counting, card counting, targeted unified training, specializing in a set of charge operation "stable, accurate, fast" standard operating methods, in the training of the organization of the latter part of the training The test was organized in the later part of the training to achieve everyone to meet the standard, to achieve a good effect of the test to help learning.
3, grasp the business management, reduce the work error. First, by strengthening the money, tickets, card audit management, to ensure that the money, tickets, card flow smoothly without error. The second is to do the book "day clear and month end, the account surface is neat, the account matches", the team before and after the shift meeting records, safety ledger, the site handover records monthly routine checks, summarize the situation to find
The existence of problems require the team to be resolved in a timely manner to improve the tracking of the implementation of the provisions of the station department requirements to ensure that every job is carried out. Each work is put into practice. Third, in order to effectively reduce the various types of charging errors, and effectively improve the business level of all toll collectors, the monthly number of vehicles of all personnel, the number of collections, the error situation is summarized and publicized, and require more error personnel to analyze the reasons for the error, and write corrective measures, from the source to find the reasons, standardize the relevant operating practices, and effectively reduce the various types of work errors.
4, grasp the internal management, promote the "five types" team construction. We take the construction of "five-type" team as the goal, to refine, standardized management as a grasp, and constantly improve the team management mechanism, solidify the basis of team management, enhance the team's ability to learn, ability to implement, ability to practice. First, strengthen the production safety education, improve the ability of team members to consciously resist the "three violations"; strengthen the team should know the skills training, improve the business ability; strict standardized management of civilized service team, improve the overall service level; second, team management and construction is very important to the comprehensive quality of the team leader and leadership ability, in order to solve the problems in team management, the team leader is the most important point. In order to solve all kinds of problems in the management of the team, I station introduced the "management of science, work to take the lead, the style of democracy, the distribution of fairness, criticism of the method, the activities of the effectiveness, dealing with humane, do things in style" of the management requirements of the team, at the same time, as a charge for the site of the first person in charge of the business capacity is particularly important, through the regular organization of the team to improve the quality of service. Particularly important, through the regular organization of team leaders to communicate with each other to learn, will work in a variety of special circumstances in the disposal and management of the problem of mutual exchange of views, discuss solutions, and constantly improve the team leader's business skills and management and communication skills, and make every effort to build a team that can fight the battle, the team leader can pick a big beam, in order to achieve the scientific, standardized and efficient management has laid a solid foundation.
(E) to system construction as a breakthrough, do a good job of day-to-day management, to ensure that the work is carried out in an orderly manner
1, establish and improve the relevant systems, deepen the system of control. According to the actual situation of the toll station to supplement and improve the "dormitory management regulations", "toll station mobile duties", "canteen management regulations", "toll station wallet drop management regulations", "activity room management regulations" and other types of rules and regulations, the organization of the entire station personnel to seriously study the relevant work system, clear responsibilities, the implementation of the refined management system, and further clarified what can be, what can not be, what must be, what Absolutely prohibited. At the same time, by increasing the inspection and supervision of daily work, so that a variety of disciplinary phenomena nipped in the bud, the use of strict discipline, fair assessment, and promote the management of the station management standardization, scientific, institutionalized.
2, strengthen the dormitory management, to ensure a healthy living environment. Based on the actual work of three shifts, to ensure that the staff sufficient normal rest has been one of the focus of our logistical work, through the strict implementation of the dormitory management regulations, any time to prohibit loud noise, prohibited with outsiders to enter at will, to ensure a quiet and comfortable rest environment. At the same time, the station has set up a life management team led by the administrative administrator, mobilizing the staff's initiative, highlighting the self-management of life, responsible for the daily housekeeping inspection, living facilities repair, water and electricity management and other work, effectively solidifying the logistical support work.
3, strengthen the environmental construction, create a beautiful environment. In order to achieve "excellent service, excellent order, beautiful environment" standard, the station has been attaching great importance to environmental construction, starting from the enrichment of the administrative system of logistics, focusing on strengthening the environmental construction, pay close attention to hygiene and cleanliness, such as the cafeteria, the site and other key parts of the increased sweeping and checking, and strictly
divided into The area is strictly divided into dry areas, so as to achieve the responsibility to the team, cleaning without leaving dead ends, to ensure a good station style station appearance. At the same time to do a good job with the layout of the relevant activities and facilities, to protect the station's basic living facilities, and actively organize and participate in the company's to the type of activities, and strive to enrich the spare time of the staff, the overall formation of the work of the happy, happy life of a healthy and harmonious environment.
4, the implementation of information reporting responsibility. In order to realize the publicity and information work of the institutionalization, standardization, really play the role of the top down, the bottom of the report, the role of internal and external information, the station set up a full-time information officer information reporting and publicity responsibility system, the administrative administrator for the station's information officer, the class leader for the class information responsible for the collection of various types of information over the past year more than a piece of information to play a role in the effective information work in the service of the station's decision-making, to provide a reference basis for the shaping of the station's image, promote Collection management, security management, logistics management in the positive role.
Three, next year's work outlook
One year, although all the work can be carried out steadily, also made certain achievements, but there are still many difficulties and shortcomings. First, management efforts to be further strengthened, management measures to be further improved and deepened. Secondly, the establishment of the station is short, the logistical support approach is not much, the investment is not much, the start is not big, to further deepen the understanding, to ensure a good levy, living environment. Third, there is a long way to go in building quality service, creating a safe environment for collection, and ensuring the smooth flow of the toll station. Under the premise of maintaining the existing good state, the future work we will be pragmatic attitude and pragmatic style of work, continue to be proactive, down-to-earth to build Zhangjiagang East high-quality toll booths for their own responsibility to carry out their work, based on this, we drew up the following work line:
1, continue to do a good job of civilization and quality service construction. Deepen the connotation of civilized service, improve the conscious awareness of civilized service, continue to urge employees to strictly implement the rules of standardization of civilized service, do a good job of civilized service of the daily inspection and assessment, properly handle all kinds of complaints. First, continue to carry out civilized service month and other activities, regularly summarize and analyze the current situation, set up, promote and study advanced models, and further standardize the service behavior of employees; second, according to the actual needs of drivers and passengers, constantly improve the convenience service initiatives, and deepen the work of convenience service; third, the special handling of the work of procedural and standardized, so as to satisfactorily respond to all kinds of consultation, properly handle all kinds of complaints, and eliminate all civilized service complaints. The third is the standardization of special handling procedures, so as to successfully respond to all kinds of consultations, properly handle all kinds of complaints, and eliminate all civilized service complaints.
2, adhere to the business skills in-depth study. Adhere to the "should not be levied, should be exempted from levying" fee policy, and strive to complete the tasks assigned by the higher level. First, through the annual training, job training, competitions and other forms of training, strengthen the staff awareness of the job, service consciousness, improve the staff's sense of responsibility, and promote the enhancement of the overall business capacity; second is to increase the systematic learning efforts, including the money, tickets, card account processing, operational specifications, special handling, etc., to achieve the theoretical learning systematization, systematization of the content of the study, learning forms of diversification, standardization of the learning process, and regular Write study tips and organize related business exchanges, exams, and effectively improve the overall charging skills.
3, strengthen team building. First, by further strengthening the staff of professional ethics education, laws and regulations education, basic cultural education, to improve the overall quality of the staff team; secondly, through the organization of administrators, team leader training, learning, enhance the team leader's ability to deal with special circumstances and management level; thirdly, through the cultivation of advanced models, drive, stimulate the enthusiasm of the staff; fourthly, through the organization of a variety of sports and cultural activities and social publicity, to enhance the overall quality of the staff team.
By organizing a variety of cultural and sports activities and social public activities, the company enhances employees' teamwork, ownership and sense of social responsibility.
4, strengthen the collection environment construction, improve security. First, strengthen personnel safety. The implementation of the twice-monthly team safety education, adhere to the monthly station safety meeting and driver safety driving meeting, put personal safety in the first place; the second is to do a good job of security collection work. Continuously strengthen the safety awareness organization roadside robbery, fire prevention and other emergencies drills, improve the management of the ability to deal with emergencies to start, to ensure the safety of the collection work; third is to grasp the leakage prevention and plugging work. By strengthening the staff of professional ethics education, constantly improve, broaden the inspection methods, means, strengthen the daily verification, supervision, timely maintenance of related facilities and equipment, do a good job in key time, crossing and personnel of the inspection system management.
5, strengthen the team building. Through the organization of a variety of production and business competitions to improve the quality of team members and enhance the collective sense of honor, to promote the level of management of the team to enhance the cohesion of the team through the enrichment of the collective activities of the team to improve the cohesion of the team. First, through the refinement and improvement of the management system and basic accounts, to promote the work of the procedures, standardization, institutionalization and scientification; second, through the improvement of the assessment mechanism, strengthen the inspection, assessment efforts to ensure the effective implementation of the work, measures; third, through the development of inter-shift competitions, competitions and activities, to promote the construction of the shift group to a new level.