DB3301/T 0328-2020 12345政务热线服务规范

ICS03.080.99

CCSA16

3301

浙江省杭州市地方标准

DB3301/T0328—2020

12345政务热线服务规范

2020-12-15发布2021-01-15实施

杭州市市场监督管理局  发布

I

DB3301/T0328—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基本要求...........................................................................................................................................................2

4.1机构设置...................................................................................................................................................2

4.2工作职责...................................................................................................................................................2

4.3反映人权利义务.......................................................................................................................................2

4.4人员配备...................................................................................................................................................2

4.5场地要求...................................................................................................................................................3

5受理范围...........................................................................................................................................................3

5.1应予受理...................................................................................................................................................3

5.2不予受理...................................................................................................................................................3

6工作流程...........................................................................................................................................................4

6.1工作流程图...............................................................................................................................................4

6.2受理...........................................................................................................................................................4

6.3办理...........................................................................................................................................................4

6.4反馈...........................................................................................................................................................4

6.5审核...........................................................................................................................................................4

6.6评价...........................................................................................................................................................5

6.7回访...........................................................................................................................................................5

6.8督办...........................................................................................................................................................5

6.9办结...........................................................................................................................................................5

7受话服务...........................................................................................................................................................5

7.1受话...........................................................................................................................................................5

7.2记录...........................................................................................................................................................6

7.3保密...........................................................................................................................................................6

8分析研判...........................................................................................................................................................6

8.1重大紧急信息...........................................................................................................................................6

8.2常规信息...................................................................................................................................................6

8.3专题信息...................................................................................................................................................6

8.4新闻信息...................................................................................................................................................6

9知识库...............................................................................................................................................................6

9.1内容维护...................................................................................................................................................7

9.2索引结构...................................................................................................................................................7

9.3智能应用...................................................................................................................................................7

10评价考核.........................................................................................................................................................7

10.1评价.........................................................................................................................................................7

I

DB3301/T0328—2020

10.2考核.........................................................................................................................................................7

附录A（规范性）场地区域划分................................................................................................................