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LDT02.1-2022: Specifications for human resources and social security electronic authentication system - Part 1: Architecture specification
Status: Valid LDT02.1: Evolution and historical versions
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| LD/T 02.1-2022 | English | 399 |
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Specifications for human resources and social security electronic authentication system - Part 1: Architecture specification
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LD/T 02.1-2022
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| LD/T 02-2021 | English | 379 |
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(Guidelines for the Implementation of the Comprehensive Teller System for Social Insurance Services)
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LD/T 02-2021
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| LD/T 02-2020 | English | 289 |
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Specification on basic behavior of social insurance agents
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LD/T 02-2020
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PDF similar to LDT02.1-2022
Basic data | Standard ID | LD/T 02.1-2022 (LD/T02.1-2022) | | Description (Translated English) | Specifications for human resources and social security electronic authentication system - Part 1: Architecture specification | | Sector / Industry | Chinese Industry Standard (Recommended) | | Classification of Chinese Standard | L80 | | Word Count Estimation | 17,126 | | Issuing agency(ies) | Ministry of Human Resources and Social Security | LDT02-2020: Specification on basic behavior of social insurance agents---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.
4.2 Dress code ... 1
4.3 Badge wearing ... 2
4.4 Manners ... 2
5 Service requirements ... 2
5.1 Basic requirements ... 2
5.2 Service Guidelines ... 2
5.3 Consulting Services ... 2
5.4 Business Processing ... 2
6 Service terms ... 3
6.1 Basic requirements ... 3
6.2 Civilized terms ... 3
6.3 Prohibited terms ... 3
Appendix A (Informative) Terms of Service Civilization ... 4
Appendix B (Informative) Prohibited Terms for Services ... 6
References ... 7
Foreword
This standard was drafted in accordance with the rules given in GB/T 1.1-2009.
This standard is proposed by the Social Insurance Management Center of the Ministry of Human Resources and Social Security.
This standard is under the jurisdiction of the National Social Insurance Standardization Technical Committee (SAC/TC 474).
This standard was drafted. Social Insurance Management Center of the Ministry of Human Resources and Social Security, Shanghai Social Insurance Management Center,
Social Insurance Service Center of Liaoning Province, Social Insurance Center of Fujian Provincial Government Institutions, Social Insurance Management Bureau of Ningxia Hui Autonomous Region,
Social Insurance Management Center of Beijing Miyun District, Zhoushan Social Insurance Administration of Zhejiang Province, Zibo Social Insurance of Shandong Province
Center, Zhengzhou Social Insurance Center, Henan Province.
The main drafters of this standard. Zheng Zheng, Zhu Qianyun, Cao Tianxiong, Dong Qinghua, Li Haibo, Wang Xinjing, Ding Zibo, Wang Xiaohong, and Li Chunrui.
Basic code of conduct for social insurance managers
1 Scope
This standard specifies the basic guidelines, service image, service requirements, and service terms that social insurance managers should follow.
This standard applies to social insurance agencies at all levels.
2 Normative references
The following documents are essential for the application of this document. For dated references, only the dated version applies to this document.
For undated references, the latest version (including all amendments) applies to this document.
GB/T 34276 Social Insurance Consulting Service Specification
LD/T 91-2013 Social Insurance Visual Identification System
3 Basic guidelines
3.1 Abide by rules and regulations, handle affairs according to law
Comply with national laws, regulations and rules, implement social insurance policies and regulations, and be fair, just, efficient and pragmatic in accordance with laws and regulations.
3.2 Fair and upright, honest and disciplined
Practice the core values of socialism, improve moral literacy, be honest and trustworthy, act with integrity and act impartially.
3.3 Dedicated to my job and fulfilling my duties
Strictly abide by professional ethics, establish the idea of serving the people, work hard, be loyal to their duties, and be willing to give.
4 Service image
4.1 Grooming
4.1.1 The appearance is neat and clean, and the appearance is decent. Do not tattoo or apply heavy makeup.
4.1.2 Ornaments must not be obtrusive or eye-catching. Do not leave long nails or exaggerate nail art.
4.1.3 During working hours, no colored glasses shall be worn except for work needs or eye diseases.
4.1.4 The requirements for the hairstyle and hair color of the staff are as follows.
a) Male hairstyles should be neat and capable, with no big horns, long hair, and no beards;
b) Female long hair should be tied over her shoulders, and her bangs should not exceed eyebrows;
c) Appropriate hair color. Do not dye weird or too bright hair.
4.2 Dress code
4.2.1 The handling personnel shall uniformly dress and change clothes during working hours in accordance with 5.17 of LD/T 91-2013. Work clothes should be kept clean and tidy,
No damage, no stains.
4.2.2 Should wear clothes and cufflinks when wearing work clothes, do not roll up cuffs, trouser legs, shirt hem should be tied in the trousers waist or skirt
Inside.
4.3 Badge Wear
4.3.1 Operators should wear badges uniformly during working hours, and staff on duty in halls should wear striking signs.
4.3.2 The style and wearing of the badge shall comply with 5.5 in LD/T 91-2013.
4.3.3 The badge shall be worn only by myself, and may not be loaned to others or altered at will.
5.2 Service Guidelines
5.2.1 During the service process, the handling staff shall guide them correctly according to the needs of the service object.
5.2.2 When guiding or guiding the client, the body should lean forward slightly, arms forward, and fingers naturally point towards the target, it is not appropriate to use one
Point your finger at the target.
5.2.3 When the client finds that the client has made a mistake in the handling window, he should promptly remind him and indicate the correct location for the client.
5.3 Consulting services
The handling staff shall meet the requirements of GB/T 34276 when providing consulting services.
5.4 Business
5.4.1 Be at your post 5 minutes in advance, and make preparations for business operations. Ensure that computers, printers and other office equipment are self-declared
Foreign service facilities such as inquiry equipment, publicity equipment, automatic queuing system, and multimedia system are in a normal usable state.
5.4.2 On-site services shall be provided for all service objects entering the lobby within the time of public announcement. Remind when field service ends
Clients bring materials and belongings.
5.4.3 When the window manager leaves the post for any reason, he should place a "pause service" sign on the service window or adjust the window service status
"service paused".
5.4.4 When accepting business, the following should be done.
a) Accept in order according to the queue number;
b) Check and check the application materials according to the requirements of application acceptance. For matters that cannot be settled on the spot, an acceptance form should be issued
single. If the application materials are lacking or do not meet the requirements of the policy, the applicant shall be informed of all the content that needs to be corrected.
Accept it afterwards;
c) After finishing and counting the application materials, transfer them according to the prescribed time.
5.4.5 When auditing business, the following shall be done.
a) Review the completeness, relevance and validity of the application materials in accordance with the policy requirements, and issue the review results within the commitment period;
b) If there are any doubts or errors in the application materials, they should communicate with the client in time. For those who need to provide correction materials, they should do a good job of guidance
Work;
c) After finishing and counting the application materials, transfer them according to the prescribed time.
5.4.6 When doing business, the following shall be done.
a) feedback the results to the client within the commitment period;
b) When the client asks questions about the results, he should explain patiently;
c) After finishing and counting the application materials, transfer them according to the prescribed time.
6 Service terms
6.1 Basic requirements
Operators shall meet the following basic requirements when providing services.
a) Putonghua should be spoken, and dialects or other languages can be used when the client needs it;
b) Be patient and sincere, with clear language, moderate volume, and moderate speech;
c) Standardize the terminology, and strive to be easy to understand, concise and accurate.
6.2 Civilization
Civilized terms commonly used in the service can be found in Appendix A.
6.3 Prohibited terms
Common prohibitions in the service can be found in Appendix B.
AA
Appendix A
(Informative appendix)
Serving Civilization
Tables A.1 to A.3 give the terms of service civilization.
Table A.1 shows the terms of field service.
Table A.1 Field service terms
Category Civilization
First question
"Hello, what business do you want to do?"
"Hello, may I help you?"
Guide
"Hello, please go to XXX to get a number"
"Hello, please wait in the XXX area, wait for the number to go to the corresponding window for consultation/consultation"
"Hello, this business has been implemented online, please go online (to XXX area)"
"Hello, this business needs to fill in XXX form, please go to XXX area to refer to the sample form"
Managerial speech
"Sorry to keep you waiting"
"Please wait, I will handle it for you as soon as possible"
"Please wait, I will do it for you right away"
"Sorry, XXX is temporarily out of order, we are troubleshooting as soon as possible, please wait a moment"
"Do you mean XXX?"
"Please speak slowly, I will try to help you"
"Certificates (or procedures) are required for XXX business. Have you brought XXX documents (or procedures)?"
"Sorry, you are still missing XXX, please come back after completing it"
"Your XXX material is wrong. (Point out the error) please check again"
"Your business is ready/accepted, please check it and sign here"
"Please leave your name and phone number (after closing/when there is progress/if necessary), we will contact you in time"
Concluding remarks
"Your business is ready/accepted. Do you need to handle or consult other business?"
"It doesn't matter, this is what we should do"
"You're welcome, I'm happy to serve you"
"Walk slowly, bye."
Table A.2 shows the telephone service terms.
Table A.2 Telephone service terms
Category Civilization
First question
"Hello, here is XXX, may I help you?"
"Hello, I'm XXX staff, I'm sorry to keep you waiting. What can I do for you?"
"Hello, I'm XXX staff. Excuse me, are you XXX?"
Process language
"Sorry, we are inquiring for you, please wait"
"Sorry, sir/madam, your phone voice is too low. Can you adjust your phone volume. Thank you
Your cooperation "
"Sorry, could you repeat it again?"
"Can I help you?"
"We contacted you because of XXX. Is it convenient for you to answer the phone now?"
Concluding remarks
"Thank you for calling, if you have any questions, please call again, thank you, goodbye"
"You're welcome, I'm happy to serve you"
"Excuse you, thank you for your cooperation, goodbye"
Table A.3 gives the terms of out-of-office services.
Table A.3 Terms of out-of-office services
Category Civilization
The first question is "Hello, I'm XXX staff XXX. Come to XXX this time, please cooperate, thanks"
Process language
"Sorry, for your work needs, please provide XXX materials"
"Sorry, the XXX material is wrong. (Pointing out the error) please check it."
"Please confirm XXX, if it is correct, please sign on XXX"
"Please leave your name and phone number, and the follow-up processing results will inform you in time"
Concluding remarks
"Thank you for your cooperation, if you have any questions, you can call us at XXX"
"Thank you for your cooperation, goodbye"
Appendix B
(Informative appendix)
Service Prohibitions
Table B.1 shows the service prohibitions.
Table B.1 Service prohibitions
Prohibition terms
Command language
"Don't mess around, I won't do it."
"Come here so late, no more"
"Call the number and go in line"
"Listen to me first"
Irritability
"I don't care, ask others to go"
"I haven't seen me busy yet"
"Why so verbose, endless"
"There are rules on the documents, check them yourself"
"Don't tell me, I know what's going on"
Contempt
"I listen to you, or do you listen to me"
"You are so stupid"
"Your memory is really bad"
"I can't tell you clearly, go back and call XXX"
"Incorrect, find one who understands"
"what do you know"
Questions
"Incomplete procedures/not clear what you are doing"
"Hey! Who are you looking for, what are you doing"
"Call you, did you hear me?"
"I told you just now, why do you ask?"
Fighting words
"That's how I am. How can you treat me?"
"I have the opinion to find a leader"
"That's my attitude, go and tell"
"Do not come to me if you have the ability"
BB
references
[1] GB/T 27768-2011 General rules of social insurance services
[2] Decree No. 35 of the President of the People's Republic of China on Social Insurance Law of the People's Republic of China
[3] Ministry of Human Resources and Social Security (Ministry of Human Resources and Social Security [2014] No. 5) Ministry of Human Resources and Social Security on improving window units
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