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GB/T 40762-2021: Evaluation specification of administrative service satisfaction
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Evaluation specification of administrative service satisfaction
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GB/T 40762-2021
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Basic data | Standard ID | GB/T 40762-2021 (GB/T40762-2021) | | Description (Translated English) | Evaluation specification of administrative service satisfaction | | Sector / Industry | National Standard (Recommended) | | Classification of Chinese Standard | A12 | | Word Count Estimation | 13,196 | | Issuing agency(ies) | State Administration for Market Regulation, China National Standardization Administration | GB/T 40762-2021: Evaluation specification of administrative service satisfaction---This is a DRAFT version for illustration, not a final translation. Full copy of true-PDF in English version (including equations, symbols, images, flow-chart, tables, and figures etc.) will be manually/carefully translated upon your order.
Evaluation specification of administrative service satisfaction
ICS 01.040.03
CCSA12
National Standards of People's Republic of China
Government Service Satisfaction Evaluation Standards
Released on 2021-10-11
2022-02-01 implementation
State Administration for Market Regulation
Issued by the National Standardization Management Committee
Table of contents
Foreword Ⅰ
1 Scope 1
2 Normative references 1
3 Terms and definitions 1
4 Evaluation Principle 1
5 Evaluation requirements 2
6 Rating 2
7 Composition of Service Satisfaction 2
8 Evaluation process 2
9 Use of evaluation results 4
Appendix A (informative) Example 5 of government service satisfaction survey indicators
Appendix B (Informative) Calculation Methods of Government Service Satisfaction 8
Reference 10
Foreword
This document is in accordance with the provisions of GB/T 1.1-2020 "Guidelines for Standardization Work Part 1.Structure and Drafting Rules of Standardization Documents"
Drafting.
Please note that some of the contents of this document may involve patents. The issuing agency of this document is not responsible for identifying patents.
This document was proposed and managed by the National Government Affairs Hall Service Standardization Working Group (SAC/SWG15).
The main drafting units of this document. Hefei Municipal Service Administration of Anhui Province, Administrative Approval Service Bureau of Xintai City, Shandong Province, Anhui Craftsman Quality
Quantitative Standards Research Institute Co., Ltd., Zhongke Yuanchuang Public Service Technology Co., Ltd., Nantong City Administrative Examination and Approval Bureau of Jiangsu Province, Xiamen City Standardization Research Institute
Research Institute.
The main drafters of this document. Wang Shengli, Li Yinfa, Chen Aidong, Jia Bin, Ding Zhiyu, Yin Xue, Wu Jian, Wu Peijie, Wang Shaowu.
Government Service Satisfaction Evaluation Standards
1 Scope
This document gives the evaluation principles, evaluation requirements, evaluation levels, service satisfaction composition, evaluation process,
Requirements for the application of evaluation results.
This document is applicable to the evaluation of service satisfaction of government service organizations at all levels, and the entrusted third-party evaluation agency can refer to it for implementation.
2 Normative references
The content of the following documents constitutes an indispensable clause of this document through normative references in the text. Among them, dated quotations
Only the version corresponding to the date is applicable to this document; for undated reference documents, the latest version (including all amendments) is applicable to
This document.
GB/T 39734-2020 "One review at a time" and "One review at a time" work specifications for government services
3 Terms and definitions
The following terms and definitions apply to this document.
3.1
Evaluationofadministrativeservicesatisfaction evaluationofadministrativeservicesatisfaction
The administrative counterpart’s contribution to the government service organization (including but not limited to the government service center, the administrative approval bureau, the government service hall, and the government service window)
(Mouth, convenience service site) to provide service satisfaction evaluation activities.
4 Evaluation principles
4.1 Lawful and fair
Strictly implement laws, regulations and policies related to government services, comprehensively, accurately, and scientifically define the reasonable demands of service objects, and protect services
Object information.
4.2 Full coverage
Adhere to applicability and ease of operation, and based on the evaluation of administrative counterparts, achieve full coverage of government services, full coverage of the service process, and service
Full coverage of service channels.
4.3 Openness and transparency
Except for information that cannot be disclosed according to law, the government service status, evaluation process, evaluation results, and rectification status will be disclosed to the public.
4.4 Promoting reform with evaluation
Adhere to problem-oriented, strengthen the analysis and comprehensive mining of evaluation data, study and judge the demands of service objects, put forward rectification suggestions, and supervise
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