GB/T 44193-2024 全国一体化政务服务平台一网通办基本要求

ICS

35.240.99

CCS

L67

中华人民共和国国家标准

GB/T44193—2024

全国一体化政务服务平台一网通办

基本要求

Generalrequirementforgovernmentonline-olineofnationalintegrated

governmentserviceplatform

2024-06-29发布2024-10-01实施

国家市场监督管理总局

发布

国家标准化管理委员会

GB/T44193—2024

目次

前言

Ⅲ

·····································································································

1

范围

1

··································································································

2

规范性引用文件

1

······················································································

3

术语和定义

1

···························································································

4

框架

2

··································································································

5

事项管理

3

······························································································

5.1

政务服务事项

3

····················································································

5.2

便民服务

3

·························································································

5.3

增值服务

4

·························································································

5.4

办事指南

4

·························································································

6

服务优化

4

······························································································

6.1

基本要求

4

·························································································

6.2

集成服务

4

·························································································

6.3

跨域通办

4

·························································································

6.4

创新服务方式

4

····················································································

7

服务渠道

5

······························································································

7.1

线上渠道

5

·························································································

7.2

线上线下融合渠道

5

···············································································

8

服务流程

5

······························································································

8.1

统一预约

5

·························································································

8.2

统一受理

6

·························································································

8.3

业务办理

6

·························································································

8.4

统一反馈

6

·························································································

8.5

统一“好差评”

6

·················································································

8.6

统一政务服务总客服

6

·············································································

9

公共支撑

6

······························································································

9.1

统一基础设施

6

····················································································

9.2

统一数据支撑

6

····················································································

9.3

统一身份认证

7

····················································································

9.4

统一电子印章

7

····················································································

9.5

统一电子证照

7

····················································································

9.6

统一电子档案

7

····················································································

9.7

智能服务

7

·························································································

9.8

统一政务服务码

7

·················································································

Ⅰ

GB/T44193—2024

10

安全保障

7

····························································································

11

评估评测

8

····························································································

参考文献

9

··································································································

Ⅱ

GB/T44193—2024

前言

本文件按照GB/T1.1—2020《标准化工作导则第1部分：标准化文件的结构和起草规则》的规

定起草。

请注意本文件的某些内容可能涉及专利。本文件的发布机构不承担识别专利的责任。

本文件由全国行政管理和服务标准化技术委员会（SAC/TC594）提出并归口。

本文件起草单位：中国标准化研究院、中国测绘科学研究院、中国信息通信研究院、山东省大数据

中心、上海市人民政府办公厅、江苏省政务服务管理办公室、海南大学、天津师范大学、天津市人民政

府政务服务办公室、中央党校（国家行政学院）电子政务研究中心、厦门市行政审批管理局、厦门市标

准化研究院、湖北省标准化与质量研究院、华南师范大学、山东省计算中心（国家超级计算济南中

心）、腾讯云计算（北京）有限公司、上海通办信息服务有限公司、一窗（北京）互联网科技研究院、

中移信息系统集成有限公司。

本文件主要起草人：许潇文、冯蕾、赵阳阳、杨正军、张宇祥、杨立娟、黄霄椿、张福浩、罗宁、

宋林霖、邓希妍、刘星恒、王亚东、逄锦山、张媛、宋国训、郑艳君、杜白、陈志超、吕卓、杨钢、

魏华、洪丽君、王平、陈玉辉、纪荣造、蔡跃华、肖聪聪、陈婉莹、马颜昕、董婷、高超、郭大勇、

周向明、胡绍武、俞长丽、王昀、于庆军。

Ⅲ

GB/T44193—2024

全国一体化政务服务平台一网通办

基本要求

1范围

本文件规定了全国一体化政务服务平台一网通办的框架、事项管理、服务优化、服务渠道、服务流

程、公共支撑、安全保障、评估评测要求。

本文件适用于各地区、各部门开展政务服务一网通办工作。

2规范性引用文件

下列文件中的内容通过文中的规范性引用而构成本文件必不可少的条款。其中，注日期的引用文

件，仅该日期对应的版本适用于本文件；不注日期的引用文件，其最新版本（包括所有的修改单）适用

于本文件。

GB/T22239—2019信息安全技术网络安全等级保护基本要求

GB/T32169.1—2015政务服务中心运行规范第1部分：基本要求

GB/T32169.2—2015政务服务中心运行规范第2部分：进驻要求

GB/T33190—2016电子文件存储与交换格式版式文档

GB/T36112—2018政务服务中心服务现场管理规范

GB/T36901—2018电子证照总体技术架构

GB/T36902—2018电子证照目录信息规范

GB/T36903—2018电子证照元数据规范

GB/T36904—2018电子证照标识规范

GB/T36905—2018电子证照文件技术要求

GB/T36906—2018电子证照共享服务接口规范

GB/T39047—2020政务服务平台基本功能规范

GB/T39554.1—2020全国一体化政务服务平台政务服务事项基本目录及实施清单第1部

分：编码要求

GB/T39554.2—2020全国一体化政务服务平台政务服务事项基本目录及实施清单第2部

分：要素要求

GB/T40756—2021全国一体化政务服务平台线上线下融合工作指南

GB/T43558—2023全国一体化政务服务平台移动端规范

3术语和定义

下列术语和定义适用于本文件。

3.1

一网通办governmentonline-oline

依托全国一体化政务服务平台，应用数字技术，驱动业务流程再造和服务方式重塑，推进数据通、

业务通、服务通，为企业和群众提供线上线下深度融合的一体化政务服务模式。

1