LD/T 02-2021 社会保险服务综合柜员制实施指南

ICS03.060

CCSA11

LD

中华人民共和国人力资源和社会保障行业标准

LD/T02—2021

社会保险服务综合柜员制实施指南

Guidelineforintegratedtellersystemofsocialinsuranceservice

2021-06-24发布2021-08-01实施

中华人民共和国人力资源和社会保障部

发布

LD/T02—2021

目次

前言.............................................................................III

引言..............................................................................IV

1范围...............................................................................1

2规范性引用文件.....................................................................1

3术语和定义.........................................................................1

4总体原则...........................................................................1

4.1统一规范.......................................................................1

4.2服务便民.......................................................................2

4.3创新引领.......................................................................2

4.4风险可控.......................................................................2

5实施要素...........................................................................2

6服务事项...........................................................................2

6.1事项设定.......................................................................2

6.2事项清单.......................................................................2

6.3办事指南.......................................................................2

7岗位职能...........................................................................3

7.1岗位设置.......................................................................3

7.2咨询引导岗.....................................................................3

7.3综合柜员岗.....................................................................3

7.4业务审核岗.....................................................................3

7.5账务管理岗.....................................................................3

7.6权益柜员岗.....................................................................3

8人员管理...........................................................................3

8.1人员配备.......................................................................4

8.2行为规范.......................................................................4

8.3业务培训.......................................................................4

8.4绩效管理.......................................................................4

9经办流程..........................................................................4

9.1概述..........................................................................4

9.2引导..........................................................................4

9.3受理..........................................................................4

9.4办理..........................................................................4

9.5反馈..........................................................................5

9.6归档..........................................................................5

I

LD/T02—2021

10信息系统.........................................................................5

10.1授权管理.....................................................................5

10.2在线流转.....................................................................5

10.3线上线下一体化...............................................................5

10.4业务财务一体化...............................................................5

10.5业务档案一体化...............................................................5

10.6业务协同联网化...............................................................5

11场地设备.........................................................................6

11.1经办服务大厅场地.............................................................6

11.2综合柜员制窗口设备...........................................................6

12风险防控.........................................................................6

12.1概述...............................