DB22/T 3285-2021 政务大厅服务工作规范

ICS01.040.03

CCSA12

DB22

吉林省地方标准

DB22/T3285—2021

政务大厅服务工作规范

Specificationforserviceworkofgovernmentaffairshall

2021-11-26发布2021-12-15实施

吉林省市场监督管理厅发布

DB22/T3285—2021

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工作人员...........................................................................................................................................................1

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

4.2着装要求...................................................................................................................................................1

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

4.4工作纪律...................................................................................................................................................2

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

6基础服务...........................................................................................................................................................2

6.1叫号等候服务...........................................................................................................................................2

6.2领办帮办服务...........................................................................................................................................2

6.3首问责任服务...........................................................................................................................................2

6.4一次性告知服务.......................................................................................................................................3

6.5容缺承诺服务...........................................................................................................................................3

6.6午间不间断服务.......................................................................................................................................4

6.7错时预约服务...........................................................................................................................................4

6.8免费打印复印服务...................................................................................................................................4

6.9免费邮寄服务...........................................................................................................................................4

6.10特殊群体绿色服务.................................................................................................................................4

7管理机构服务...................................................................................................................................................5

7.1并联审批服务...........................................................................................................................................5

7.2企业定制政务服务...................................................................................................................................5

7.3远程视频服务...........................................................................................................................................5

8窗口服务...........................................................................................................................................................5

8.1代办服务...................................................................................................................................................5

8.2上门便民服务...........................................................................................................................................6

8.3否定备案服务...........................................................................................................................................6

9投诉处置........................................................................................................................