投诉直降42.3%！宜昌用一份“电梯保单”终结维修推诿
<p style="padding: clamp(6.66667px, 2.08333vw, 8.95833px) 0px; margin: 0px; box-sizing: border-box; font-family: Microsoft YaHei, 微软雅黑, 宋体, Arial, Helvetica, sans-serif; max-width: 100%; white-space: normal; word-break: normal; line-height: 34.2487px; font-size: clamp(13.6296px, 4.25926vw, 18.3148px); letter-spacing: clamp(0.444444px, 0.138889vw, 0.597222px); text-align: justify; background-color: rgb(255, 255, 255);">“电梯出故障，终于再也不用苦等啦。”7月4日，宜昌市伍家岗区四季花城小区业主杜学芬一脸轻松。就在一个星期前，该小区有电梯发生故障，半小时不到，维修人员就赶到现场迅速处置到位。而过去，电梯坏了等一个星期都未必能修好。</p><p style="padding: clamp(6.66667px, 2.08333vw, 8.95833px) 0px; margin: 0px; box-sizing: border-box; font-family: Microsoft YaHei, 微软雅黑, 宋体, Arial, Helvetica, sans-serif; max-width: 100%; white-space: normal; word-break: normal; line-height: 34.2487px; font-size: clamp(13.6296px, 4.25926vw, 18.3148px); letter-spacing: clamp(0.444444px, 0.138889vw, 0.597222px); text-align: justify; background-color: rgb(255, 255, 255);">这一切的变化，源自今年以来宜昌市给该小区购买的“电梯保险”。根据约定，电梯有故障，维修工人半小时不到场就属违约。</p><p style="padding: clamp(6.66667px, 2.08333vw, 8.95833px) 0px; margin: 0px; box-sizing: border-box; font-family: Microsoft YaHei, 微软雅黑, 宋体, Arial, Helvetica, sans-serif; max-width: 100%; white-space: normal; word-break: normal; line-height: 34.2487px; font-size: clamp(13.6296px, 4.25926vw, 18.3148px); letter-spacing: clamp(0.444444px, 0.138889vw, 0.597222px); text-align: justify; background-color: rgb(255, 255, 255);">这份薄薄的保单，正是宜昌以正确政绩观引领“提质降诉”改革的生动缩影。</p><p></p><section class="_135editor" data-tools="135编辑器" data-id="us-4830885" style="padding: 0px; margin: 0px; box-sizing: border-box; font-family: Microsoft YaHei, 微软雅黑, 宋体, Arial, Helvetica, sans-serif; max-width: 100%; white-space: normal; word-break: break-all; font-size: 17px; text-align: justify; background-color: rgb(255, 255, 255);"><section style="padding: 0px; margin: 20px auto; box-sizing: border-box; max-width: 100%; word-break: break-all;"><section class="" style="padding: 0px; margin: 0px; box-sizing: border-box; max-width: 100%; word-break: break-all; display: flex; justify-content: center;"><section style="padding: 0px; margin: 0px; box-sizing: border-box; max-width: 100%; word-break: break-all;"><p style="text-align:center;padding: clamp(6.66667px, 2.08333vw, 8.95833px) 0px; margin: 0px; box-sizing: border-box; max-width: 100%; word-break: normal; line-height: 33.66px; font-size: 18px; letter-spacing: 1.5px; color: rgb(200, 37, 22);"><span style="padding: 0px; margin: 0px; box-sizing: border-box; font-family: inherit; max-width: 100%; word-break: break-all;"><strong class="135brush" data-brushtype="text" style="padding: 0px; margin: 0px; box-sizing: border-box; font-family: inherit; max-width: 100%; word-break: break-all;">痛点：高龄电梯“带病”</strong></span></p><p style="text-align:center;padding: clamp(6.66667px, 2.08333vw, 8.95833px) 0px; margin: 0px; box-sizing: border-box; max-width: 100%; word-break: normal; line-height: 33.66px; font-size: 18px; letter-spacing: 1.5px; color: rgb(200, 37, 22);"><span style="padding: 0px; margin: 0px; box-sizing: border-box; font-family: inherit; max-width: 100%; word-break: break-all;"><strong class="135brush" data-brushtype="text" style="padding: 0px; margin: 0px; box-sizing: border-box; font-family: inherit; max-width: 100%; word-break: break-all;">运行维修像“挤牙膏”</strong></span></p><section class="assistant" style="padding: 0px; margin: 10px auto; box-sizing: border-box; max-width: 100%; word-break: break-all; width: 120px;"></section></section></section></section></section><p></p><p style="padding: clamp(6.66667px, 2.08333vw, 8.95833px) 0px; margin: 0px; box-sizing: border-box; font-family: Microsoft YaHei, 微软雅黑, 宋体, Arial, Helvetica, sans-serif; max-width: 100%; white-space: normal; word-break: normal; line-height: 34.2487px; font-size: clamp(13.6296px, 4.25926vw, 18.3148px); letter-spacing: clamp(0.444444px, 0.138889vw, 0.597222px); text-align: justify; background-color: rgb(255, 255, 255);">宜昌城区现有公共电梯28747台，其中10年以上高龄电梯9630台，占比达33.48%。高龄电梯故障频发，直接影响居民出行。</p><p style="padding: clamp(6.66667px, 2.08333vw, 8.95833px) 0px; margin: 0px; box-sizing: border-box; font-family: Microsoft YaHei, 微软雅黑, 宋体, Arial, Helvetica, sans-serif; max-width: 100%; white-space: normal; word-break: normal; line-height: 34.2487px; font-size: clamp(13.6296px, 4.25926vw, 18.3148px); letter-spacing: clamp(0.444444px, 0.138889vw, 0.597222px); text-align: justify; background-color: rgb(255, 255, 255);">宜昌市城运中心统计数据显示，2024年和2025年，该市12345热线接到电梯相关投诉4000多件，2025年同比增长11%；今年1月至6月，城区相关投诉又达700多件。故障反复、维修拖拉、停梯超时等，成为投诉焦点。</p><p style="padding: clamp(6.66667px, 2.08333vw, 8.95833px) 0px; margin: 0px; box-sizing: border-box; font-family: Microsoft YaHei, 微软雅黑, 宋体, Arial, Helvetica, sans-serif; max-width: 100%; white-space: normal; word-break: normal; line-height: 34.2487px; font-size: clamp(13.6296px, 4.25926vw, 18.3148px); letter-spacing: clamp(0.444444px, 0.138889vw, 0.597222px); text-align: justify; background-color: rgb(255, 255, 255);">“维修资金像‘挤牙膏’，责任界定像‘踢皮球’。”一位物业经理道出行业隐痛。</p><p style="padding: clamp(6.66667px, 2.08333vw, 8.95833px) 0px; margin: 0px; box-sizing: border-box; font-family: Microsoft YaHei, 微软雅黑, 宋体, Arial, Helvetica, sans-serif; max-width: 100%; white-space: normal; word-break: normal; line-height: 34.2487px; font-size: clamp(13.6296px, 4.25926vw, 18.3148px); letter-spacing: clamp(0.444444px, 0.138889vw, 0.597222px); text-align: justify; background-color: rgb(255, 255, 255);">湖北日报全媒记者了解到，宜昌的市场电梯维修费用通常分段承担：单件200元以内由维保公司承担，200元至1000元由物业负责，超过1000元则需申请住宅专项维修资金或业主自筹。就算走应急通道，流程也要十几天。</p><p style="padding: clamp(6.66667px, 2.08333vw, 8.95833px) 0px; margin: 0px; box-sizing: border-box; font-family: Microsoft YaHei, 微软雅黑, 宋体, Arial, Helvetica, sans-serif; max-width: 100%; white-space: normal; word-break: normal; line-height: 34.2487px; font-size: clamp(13.6296px, 4.25926vw, 18.3148px); letter-spacing: clamp(0.444444px, 0.138889vw, 0.597222px); text-align: justify; background-color: rgb(255, 255, 255);">“责任链条长，反应自然慢。”宜昌市城运中心工作人员介绍，全市现有96家电梯维保企业，6个头部厂家市场占有率仅为20%，其余80%属“小而散”，服务质量参差不齐。业主、物业、维保企业之间权责不清、相互推诿，导致许多故障久拖不决。</p><p></p><section class="_135editor" data-tools="135编辑器" data-id="us-4830885" style="padding: 0px; margin: 0px; box-sizing: border-box; font-family: Microsoft YaHei, 微软雅黑, 宋体, Arial, Helvetica, sans-serif; max-width: 100%; white-space: normal; word-break: break-all; font-size: 17px; text-align: justify; background-color: rgb(255, 255, 255);"><section style="padding: 0px; margin: 20px auto; box-sizing: border-box; max-width: 100%; word-break: break-all;"><section class="" style="padding: 0px; margin: 0px; box-sizing: border-box; max-width: 100%; word-break: break-all; display: flex; justify-content: center;"><section style="padding: 0px; margin: 0px; box-sizing: border-box; max-width: 100%; word-break: break-all;"><p style="text-align:center;padding: clamp(6.66667px, 2.08333vw, 8.95833px) 0px; margin: 0px; box-sizing: border-box; max-width: 100%; word-break: normal; line-height: 33.66px; font-size: 18px; letter-spacing: 1.5px; color: rgb(200, 37, 22);"><span style="padding: 0px; margin: 0px; box-sizing: border-box; font-family: inherit; max-width: 100%; word-break: break-all;"><strong class="135brush" data-brushtype="text" style="padding: 0px; margin: 0px; box-sizing: border-box; font-family: inherit; max-width: 100%; word-break: break-all;">破题：保险“兜底”限时响应</strong></span></p><p style="text-align:center;padding: clamp(6.66667px, 2.08333vw, 8.95833px) 0px; margin: 0px; box-sizing: border-box; max-width: 100%; word-break: normal; line-height: 33.66px; font-size: 18px; letter-spacing: 1.5px; color: rgb(200, 37, 22);"><span style="padding: 0px; margin: 0px; box-sizing: border-box; font-family: inherit; max-width: 100%; word-break: break-all;"><strong class="135brush" data-brushtype="text" style="padding: 0px; margin: 0px; box-sizing: border-box; font-family: inherit; max-width: 100%; word-break: break-all;">半小时不到场算违约</strong></span></p><section class="assistant" style="padding: 0px; margin: 10px auto; box-sizing: border-box; max-width: 100%; word-break: break-all; width: 120px;"></section></section></section></section></section><p></p><p style="padding: clamp(6.66667px, 2.08333vw, 8.95833px) 0px; margin: 0px; box-sizing: border-box; font-family: Microsoft YaHei, 微软雅黑, 宋体, Arial, Helvetica, sans-serif; max-width: 100%; white-space: normal; word-break: normal; line-height: 34.2487px; font-size: clamp(13.6296px, 4.25926vw, 18.3148px); letter-spacing: clamp(0.444444px, 0.138889vw, 0.597222px); text-align: justify; background-color: rgb(255, 255, 255);">宜昌市城运中心深入调研后，牵头住新、市场监管等部门反复磋商，确立“保险兜底+服务承诺”的市场化新路。</p><p style="padding: clamp(6.66667px, 2.08333vw, 8.95833px) 0px; margin: 0px; box-sizing: border-box; font-family: Microsoft YaHei, 微软雅黑, 宋体, Arial, Helvetica, sans-serif; max-width: 100%; white-space: normal; word-break: normal; line-height: 34.2487px; font-size: clamp(13.6296px, 4.25926vw, 18.3148px); letter-spacing: clamp(0.444444px, 0.138889vw, 0.597222px); text-align: justify; background-color: rgb(255, 255, 255);">人保财险宜昌市分公司给出方案：综合电梯梯龄、楼层等因素测算保费，提供4万元和8万元两档保障。保险范围内，维修费用由保险公司全部承担。作为对价，合约锁死响应时间——故障报修后，维修人员必须在30分钟内到场，一般故障24小时内修复，不及时响应就属违约。</p><p style="padding: clamp(6.66667px, 2.08333vw, 8.95833px) 0px; margin: 0px; box-sizing: border-box; font-family: Microsoft YaHei, 微软雅黑, 宋体, Arial, Helvetica, sans-serif; max-width: 100%; white-space: normal; word-break: normal; line-height: 34.2487px; font-size: clamp(13.6296px, 4.25926vw, 18.3148px); letter-spacing: clamp(0.444444px, 0.138889vw, 0.597222px); text-align: justify; background-color: rgb(255, 255, 255);">“用保单厘清权责，用合同锁定时限。”今年初，电梯+保险的新模式在3个小区试点后迅速推开，截至目前，西陵区、伍家岗区、夷陵区、点军区等地已有192台电梯纳入保障，年底将扩容至1000台，并逐步拓展范围。</p><p></p><section class="_135editor" data-tools="135编辑器" data-id="us-4830885" style="padding: 0px; margin: 0px; box-sizing: border-box; font-family: Microsoft YaHei, 微软雅黑, 宋体, Arial, Helvetica, sans-serif; max-width: 100%; white-space: normal; word-break: break-all; font-size: 17px; text-align: justify; background-color: rgb(255, 255, 255);"><section style="padding: 0px; margin: 20px auto; box-sizing: border-box; max-width: 100%; word-break: break-all;"><section class="" style="padding: 0px; margin: 0px; box-sizing: border-box; max-width: 100%; word-break: break-all; display: flex; justify-content: center;"><section style="padding: 0px; margin: 0px; box-sizing: border-box; max-width: 100%; word-break: break-all;"><p style="text-align:center;padding: clamp(6.66667px, 2.08333vw, 8.95833px) 0px; margin: 0px; box-sizing: border-box; max-width: 100%; word-break: normal; line-height: 33.66px; font-size: 18px; letter-spacing: 1.5px; color: rgb(200, 37, 22);"><span style="padding: 0px; margin: 0px; box-sizing: border-box; font-family: inherit; max-width: 100%; word-break: break-all;"><strong class="135brush" data-brushtype="text" style="padding: 0px; margin: 0px; box-sizing: border-box; font-family: inherit; max-width: 100%; word-break: break-all;">攻坚：四措并举为消防“除血栓”</strong></span></p><p style="text-align:center;padding: clamp(6.66667px, 2.08333vw, 8.95833px) 0px; margin: 0px; box-sizing: border-box; max-width: 100%; word-break: normal; line-height: 33.66px; font-size: 18px; letter-spacing: 1.5px; color: rgb(200, 37, 22);"><span style="padding: 0px; margin: 0px; box-sizing: border-box; font-family: inherit; max-width: 100%; word-break: break-all;"><strong class="135brush" data-brushtype="text" style="padding: 0px; margin: 0px; box-sizing: border-box; font-family: inherit; max-width: 100%; word-break: break-all;">老小区水通心安</strong></span></p><section class="assistant" style="padding: 0px; margin: 10px auto; box-sizing: border-box; max-width: 100%; word-break: break-all; width: 120px;"></section></section></section></section></section><p></p><p style="padding: clamp(6.66667px, 2.08333vw, 8.95833px) 0px; margin: 0px; box-sizing: border-box; font-family: Microsoft YaHei, 微软雅黑, 宋体, Arial, Helvetica, sans-serif; max-width: 100%; white-space: normal; word-break: normal; line-height: 34.2487px; font-size: clamp(13.6296px, 4.25926vw, 18.3148px); letter-spacing: clamp(0.444444px, 0.138889vw, 0.597222px); text-align: justify; background-color: rgb(255, 255, 255);">7月3日，西陵区葛洲坝街道机电花苑小区，社区书记周淑莲笑容舒展：“过去总为消防隐患悬着心，现在终于踏实了。”</p><p style="padding: clamp(6.66667px, 2.08333vw, 8.95833px) 0px; margin: 0px; box-sizing: border-box; font-family: Microsoft YaHei, 微软雅黑, 宋体, Arial, Helvetica, sans-serif; max-width: 100%; white-space: normal; word-break: normal; line-height: 34.2487px; font-size: clamp(13.6296px, 4.25926vw, 18.3148px); letter-spacing: clamp(0.444444px, 0.138889vw, 0.597222px); text-align: justify; background-color: rgb(255, 255, 255);">这个建成近40年的小区，有14栋楼992户1786位居民，消防管网长期无水、报警系统瘫痪。</p><p style="padding: clamp(6.66667px, 2.08333vw, 8.95833px) 0px; margin: 0px; box-sizing: border-box; font-family: Microsoft YaHei, 微软雅黑, 宋体, Arial, Helvetica, sans-serif; max-width: 100%; white-space: normal; word-break: normal; line-height: 34.2487px; font-size: clamp(13.6296px, 4.25926vw, 18.3148px); letter-spacing: clamp(0.444444px, 0.138889vw, 0.597222px); text-align: justify; background-color: rgb(255, 255, 255);">今年3月，宜昌聚焦消防安全专项整治，先后排查高层建筑5836栋，对26栋高层公共建筑突出隐患挂牌督办。通过启动绿色通道、国债资金扶持、老旧小区改造、业主自筹+政府奖补等4条路径，全市消防整改全面铺开。</p><p style="padding: clamp(6.66667px, 2.08333vw, 8.95833px) 0px; margin: 0px; box-sizing: border-box; font-family: Microsoft YaHei, 微软雅黑, 宋体, Arial, Helvetica, sans-serif; max-width: 100%; white-space: normal; word-break: normal; line-height: 34.2487px; font-size: clamp(13.6296px, 4.25926vw, 18.3148px); letter-spacing: clamp(0.444444px, 0.138889vw, 0.597222px); text-align: justify; background-color: rgb(255, 255, 255);">机电花苑的消防隐患整改，被宜昌市城运中心作为每月一题的重点问题，进入市级领导的关注视野。随后，消防、住新等部门开启绿色通道，葛洲坝街道、东湖社区和小区业委会牵头实施改造。4月就完工通水，彻底修复老旧消防设施。机电花苑小区业委会主任向兰英表示：“现在系统运行良好，业主们再也不怕了。”</p><p></p><section class="_135editor" data-tools="135编辑器" data-id="us-4830885" style="padding: 0px; margin: 0px; box-sizing: border-box; font-family: Microsoft YaHei, 微软雅黑, 宋体, Arial, Helvetica, sans-serif; max-width: 100%; white-space: normal; word-break: break-all; font-size: 17px; text-align: justify; background-color: rgb(255, 255, 255);"><section style="padding: 0px; margin: 20px auto; box-sizing: border-box; max-width: 100%; word-break: break-all;"><section class="" style="padding: 0px; margin: 0px; box-sizing: border-box; max-width: 100%; word-break: break-all; display: flex; justify-content: center;"><section style="padding: 0px; margin: 0px; box-sizing: border-box; max-width: 100%; word-break: break-all;"><section class="" style="padding: 0px; margin: 0px; box-sizing: border-box; max-width: 100%; word-break: break-all; font-size: 18px; color: rgb(200, 37, 22); text-align: center; letter-spacing: 1.5px;"><span style="padding: 0px; margin: 0px; box-sizing: border-box; max-width: 100%; word-break: break-all;"><strong class="135brush" data-brushtype="text" style="padding: 0px; margin: 0px; box-sizing: border-box; max-width: 100%; word-break: break-all;">心声：人民需要就是最大的政绩</strong></span></section><section class="assistant" style="padding: 0px; margin: 10px auto; box-sizing: border-box; max-width: 100%; word-break: break-all; width: 120px;"></section></section></section></section></section><p></p><p style="padding: clamp(6.66667px, 2.08333vw, 8.95833px) 0px; margin: 0px; box-sizing: border-box; font-family: Microsoft YaHei, 微软雅黑, 宋体, Arial, Helvetica, sans-serif; max-width: 100%; white-space: normal; word-break: normal; line-height: 34.2487px; font-size: clamp(13.6296px, 4.25926vw, 18.3148px); letter-spacing: clamp(0.444444px, 0.138889vw, 0.597222px); text-align: justify; background-color: rgb(255, 255, 255);">从让电梯“上保险”到给消防“通血栓”，宜昌锚定为民初心，把群众投诉清单变成治理清单。今年1月至6月，该市城运中心受理诉求33.9万件，环比下降4.1%，但总量仍处高位。</p><p style="padding: clamp(6.66667px, 2.08333vw, 8.95833px) 0px; margin: 0px; box-sizing: border-box; font-family: Microsoft YaHei, 微软雅黑, 宋体, Arial, Helvetica, sans-serif; max-width: 100%; white-space: normal; word-break: normal; line-height: 34.2487px; font-size: clamp(13.6296px, 4.25926vw, 18.3148px); letter-spacing: clamp(0.444444px, 0.138889vw, 0.597222px); text-align: justify; background-color: rgb(255, 255, 255);">“解决群众的急难愁盼，就是最实在的政绩观。”宜昌市城运中心党组书记、主任何良平表示，下一步将全域开展诉求处办提质降诉攻坚，学习北京、杭州等地经验，强化智慧赋能，推动专项治理、每月一题、未诉先办、网格共治等四大机制落地，统筹推进民生诉求处理办理的提质降诉，不断满足人民群众对美好生活的向往。</p><p><br/></p><section style="max-width: 100%; font-size: 14px; white-space: normal; -webkit-tap-highlight-color: rgba(0, 0, 0, 0); margin: 0px; padding: 0px; outline: 0px; box-sizing: border-box; color: rgba(0, 0, 0, 0.9); font-family: PingFang SC NEW, system-ui, -apple-system, BlinkMacSystemFont, Helvetica Neue, Hiragino Sans GB, Microsoft YaHei UI, Microsoft YaHei, Arial, sans-serif; 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