Quanzhou Highway Enforcement Brigade Practices "Fengqiao Experience" Government Service Window "Open on Weekends"

“No need to request leave, no need to queue, the 'Weekend Window' has solved the problem of handling matters for us office workers.” Mr. Zhang, who works in Quanzhou City, Fujian Province, encountered a vehicle accident involving road property compensation but was unable to handle it due to his busy workdays. After learning that the First Brigade of the Quanzhou Expressway Administrative Enforcement Team in Fujian Province had set up a 'Weekend Window,' he went there during his day off and completed the compensation procedures in less than 30 minutes.

In recent years, the First Brigade of the Quanzhou Expressway Administrative Enforcement Team has focused on its main enforcement service window, actively practicing the new era "Fengqiao Experience." By driving improvements through both service optimization and efficiency enhancement, they have created a frontline hub for convenient services. Addressing the pain points of "slow and difficult processes" for the public and "no time to handle matters during workdays, nowhere to handle them during holidays" for office workers, the brigade has vigorously promoted process reengineering and extended service hours. For simple cases with clear facts and straightforward procedures, they have implemented a fast-track model, reducing the average processing time from 1.5 hours to under 40 minutes.

At the same time, the brigade has regularly conducted immersive experiences where leadership cadres "enter the window and go through the process," adopting a perspective of empathy to identify service bottlenecks and procedural difficulties. This continuous optimization of service steps ensures that convenient services better meet the needs of the public.

Given the large number of Minnan-speaking residents in the jurisdiction and the resulting language communication barriers, the brigade has specifically set up a "Mandarin + Minnan Dialect" bilingual service post, staffed with dialect specialists to answer questions and resolve issues for the public. Recently, Mr. Huang, an elderly resident of Shuitou Town, Nan'an City, Quanzhou, came to the service window to inquire about road property compensation matters. Since he only spoke Minnan dialect, he found himself at a loss at the counter. A dialect specialist at the window immediately stepped forward to communicate with him, guiding him through the form-filling process and explaining the procedures, helping him successfully complete the necessary formalities.

While optimizing basic window services, the brigade has focused on core operations such as road property compensation and dispute resolution, launching the "Fulu Wuyou—Fast Road Property Direct Compensation" mechanism. Once the parties authorize on-site, all damage assessment and compensation tasks are handled by window staff liaising with insurance companies, significantly reducing the burden on the public.

Not long ago, Mr. Chen, a truck driver from Anhui, was involved in a single-vehicle accident on the Quanzhou section of the Shenhai Expressway, causing damage to road property. In a rush to deliver goods to Guangdong, he couldn't stay to handle the procedures. After understanding the situation, enforcement officers guided him to sign a compensation authorization form, and window staff completed the entire process of damage assessment and claim settlement by liaising with the insurance company on his behalf. "The matter was resolved without me being present—it’s truly worry-free!" Mr. Chen praised the brigade's convenient measures afterward. Since the implementation of the "Fulu Wuyou—Fast Road Property Direct Compensation" mechanism, the brigade has completed 53 direct compensation cases.

In addition to optimizing procedures and innovating service mechanisms, the First Brigade of the Quanzhou Expressway Administrative Enforcement Team has adhered to the "Double Duty + Captain Reception Day" system, responding to public demands around the clock and resolving conflicts at their source. Previously, Mr. Liu, a vehicle owner, came to the brigade emotionally upset due to questions about the standards for over-limit penalties. It happened to be the captain's reception day, and enforcement officers patiently and meticulously explained the relevant laws and regulations, retrieved on-site weighing data, and clarified the legal reasoning point by point. Their sincere and professional communication resolved Mr. Liu's doubts, and he even signed up for the brigade's "Legal Awareness Micro-Class," becoming a volunteer legal awareness advocate.

Since the beginning of this year, the brigade has resolved over 20 disputes through proactive resolution and telephone follow-ups, achieving a public satisfaction rate of over 98%. With meticulous, warm, and efficient enforcement services, they have highlighted the essence of enforcement for the people.