DB3701/T 38-2023 基层政务服务帮办代办工作规范

ICS03.080

CCSA12

3701

济南市地方标准

DB3701/T38—2023

基层政务服务帮办代办工作规范

Specificationforasistandagencyofgrass-rootsadministrativeservice

2023-09-27发布2023-10-27实施

济南市市场监督管理局  发布

DB3701/T38—2023

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工作原则............................................................................1

4.1自愿无偿........................................................................1

4.2公开高效........................................................................2

4.3协同联动........................................................................2

4.4精准到位........................................................................2

5服务范围............................................................................2

6服务人员............................................................................2

6.1人员组成........................................................................2

6.2人员要求........................................................................2

7服务方式............................................................................2

7.1线上服务........................................................................2

7.2线下服务........................................................................3

8服务流程............................................................................3

8.1帮办流程........................................................................3

8.1.1咨询服务....................................................................3

8.1.2帮窗口办....................................................................3

8.1.3帮网上办....................................................................3

8.1.4帮自助办....................................................................3

8.1.5帮掌上办....................................................................3

8.1.6结果交付....................................................................3

8.1.7提示评价....................................................................4

8.1.8建立台账....................................................................4

8.2代办流程........................................................................4

8.2.1接待咨询....................................................................4

8.2.2接受委托....................................................................4

8.2.3全程代办....................................................................4

8.2.4结果交付....................................................................4

8.2.5提示评价....................................................................4

8.2.6建立台账....................................................................4

9服务保障............................................................................4

9.1服务制度........................................................................4

9.2平台建设........................................................................5