DB3701/T 14-2020 政务服务大厅服务规范

ICS01.040.03

CCSA12

DB3701

济南市地方标准

DB3701/T14—2020

政务服务大厅服务规范

2020-11-06发布2020-11-06实施

济南市市场监督管理局发布

DB3701/T14—2020

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服务人员..........................................................................1

4.1基本要求......................................................................1

4.2着装要求......................................................................2

4.3行为规范......................................................................2

4.4语言规范......................................................................2

4.5工作纪律......................................................................2

5服务环境..........................................................................2

6服务制度..........................................................................2

6.1首问负责制度..................................................................2

6.2一次性告知制度................................................................3

6.3限时办结制度..................................................................3

6.4公开承诺制度..................................................................3

6.5窗口无否决权制度..............................................................3

6.6告知承诺制度..................................................................3

6.7容缺受理制度..................................................................3

6.8“好差评”制度................................................................3

7服务方式..........................................................................4

7.1线上服务......................................................................4

7.2线下服务......................................................................4

7.3预约服务......................................................................4

7.4延时服务......................................................................4

7.5上门服务......................................................................4

7.6“零跑腿”服务................................................................4

7.7“我来跑”帮代办服务..........................................................4

8服务程序..........................................................................5

8.1前台综合受理..................................................................5

8.2后台分类审批..................................................................5

8.3统一窗口出件..................................................................5

8.4资料归档......................................................................5

8.5投诉处置......................................................................5

I

DB3701/T14—2020

9服务评价与改进....................................................................6

9.1服务评价......................