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MZT089-2017: (Street affairs matters)
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MZ/T 089-2017
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Basic data | Standard ID | MZ/T 089-2017 (MZ/T089-2017) | | Description (Translated English) | (Street affairs matters) | | Sector / Industry | Chinese Industry Standard (Recommended) | | Classification of Chinese Standard | A16 | | Word Count Estimation | 13,150 | | Date of Issue | 2017-09-21 | | Date of Implementation | 2017-09-21 | | Regulation (derived from) | Ministry of Civil Affairs Announcement No.415 | | Issuing agency(ies) | Ministry of Civil Affairs | MZT089-2017: (Street affairs matters)---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.
(Street affairs matters)
MZ
ICS 03.080.
A16
1.
Standards for street affairs
Civil Administration Industry Standards of the People's Republic of China
2017-09-21 released
2017-09-21 Implementation
Published by the Ministry of Civil Affairs of the People's Republic of China
Contents
1 Foreword ... IV
1 Scope ... 1
2 Normative references ... 1
3 Terms and definitions ... 1
4 Government Matters ... 1
5 How to Apply ... 2
6 Personnel requirements ... 2
7 Procedures and requirements ... 2
8 Quality supervision and evaluation ... 4
Appendix A (informative) Flow chart for direct application ... 6
Appendix B (informative) Flow chart for indirect processing ... 7
Appendix C (informative appendix) Flowchart that can be handled on behalf of ... 8
Appendix D (Informative) Notification of Acceptance ... 9
Appendix E (informative) can accompany the process flow chart ... 10
Appendix F (informative appendix) can be handled on-site flowchart ... 11
Foreword
This standard was drafted in accordance with the rules given in GB/T 1.1-2009.
This standard was proposed by the Grassroots Government and Community Construction Department of the Ministry of Civil Affairs.
This standard is under the jurisdiction of the National Technical Committee for Social Work Standardization (SAC/TC 534).
This standard was drafted. Department of Grassroots Power and Community Construction of the Ministry of Civil Affairs, Nanjing Civil Affairs Bureau, Qixia District Civil Affairs Bureau, Nanjing
Yaohua Sub-district Office of Xiaqu People's Government.
The main drafters of this standard. Chen Yueliang, Tang Jinsu, Xu Yizhu, Cao Wenrong, Zhao Nuoqi, Yu Bin, Gong Yicheng, Chen Jun, Li Min,
Hao Haibo, Li Zhenjia, He Gengxing, Li Yajuan.
This standard was first issued on September 21,.2017.
Standards for street affairs
1 Scope
This standard specifies the terms and definitions for street government affairs, government affairs, handling methods, personnel requirements, handling procedures, handling
Requirements and quality monitoring and evaluation.
This standard applies to the handling of street government affairs.
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.
Ministry of Personnel, Ministry of Civil Affairs (2006-07-20) Interim Provisions on Evaluation of the Professional Level of Social Workers
Ministry of Civil Affairs (2012-12-28) Guidelines for Professional Ethics of Social Workers
3 terms and definitions
The following defined terms and definitions apply to this document.
3.1 street subdistrict
With the approval of the government at the next higher level, an agency established by the government of a municipal district or a municipality without a municipal district.
3.2 government affairs matters
Administrative affairs services for residents, legal persons and other organizations.
3.3 government affairs servicer
A staff member who directly handles administrative affairs and services for the client.
4 Government affairs
Government affairs include but are not limited to the following.
--Social security services
--Matters of housing security services
--Social assistance services
-Services for the elderly
--Double support and care services
--Disabled Services Matters
--Matters of Family Planning and Health Services
--Matters of public culture and mass sports services
--Social organization record service matters
5 How to apply
5.1 Apply directly
For government affairs within the scope of street authority, the service object has complete application materials and meets the requirements for handling, and is handled by street staff on the spot
And settle immediately.
5.2 Indirect
5.2.1 For matters of government affairs that are not within the scope of street authority, the application materials of the service target are complete.
The subject applies to a higher level government or department for approval procedures.
5.2.2 The following modes are advocated for indirect transactions.
5.2.2.1 Handling
For matters of government affairs that are not within the scope of street authority, the application materials of the client are complete and an application for entrustment is submitted. After the street review and approval,
The approval procedures shall be handled by the streets.
5.2.2.2 Accompany
For government affairs that are not within the scope of street authority and require the service object to be present, the service object has complete application materials and submits an application.
The road inspection and approval agreed that the street shall be accompanied by someone to go through the approval process.
5.2.2.3 Visit
For the special service objects with impaired mobility, such as the elderly and the disabled, upon the application of the service objects and the approval of the street review, the street will arrange staff
And contact the relevant departments to cooperate with the on-site for approval procedures.
6 Requirements for personnel
6.1 tenure
The handling personnel shall meet but are not limited to the following requirements.
-Familiar with laws, regulations, policies, standards and norms related to the handling of government affairs;
-Have good professional ethics, should have relevant knowledge in professional etiquette, social work, community management, etc .;
-Skilled in using computers and related office equipment and software;
-Familiar with the job responsibilities assumed;
--Good communication and coordination and ability to deal with emergencies.
6.2 Service
The handling personnel shall meet but are not limited to the following requirements.
-Uniform work clothes and work badges during work;
-Appropriate instrumentation;
-Active and enthusiastic, civilized and polite when facing clients;
-The status flag is placed when the service window temporarily leaves the post;
-Keep office communications equipment unblocked;
-Do not do anything unrelated to work during work.
7 Application process and requirements
7.1 Direct application
Refer to Appendix A for the direct flow chart, as follows.
-Accept the application materials submitted by the client and conduct a preliminary review;
--If the preliminary examination meets the requirements for acceptance, the information shall be reviewed and processed after the information is entered; if the preliminary examination does not meet the requirements for acceptance, one time
Inform the lack of materials or reasons for non-compliance;
-After completing the application, hand over the application materials and card settlement certificates submitted by the service object to the service object;
-After the service is over, remind the client to evaluate the satisfaction.
7.2 Indirect
For indirect procedures, please refer to Appendix B. The specific procedures are as follows.
-Accept the application materials submitted by the client and conduct a preliminary review;
-If the preliminary examination meets the requirements for non-direct application acceptance, review and handle the information after entering the information; if the preliminary examination does not meet the acceptance requirements, once
Sexually inform of missing materials or non-compliance reasons;
-After completing the application, submit the street audit opinions and application materials to the service object;
-After the service is over, remind the client to evaluate the satisfaction.
7.2.1 Promoting agency processing
Please refer to Appendix C for the flow chart of applicable procedures, as follows.
-Accept the application materials submitted by the client and conduct a preliminary review;
-After the initial examination meets the requirements for acceptance by the agent, the information shall be checked after the information is entered; if the initial examination does not meet the acceptance requirements, it will be notified at once
Missing materials or non-compliance reasons;
-After reviewing the consent, issue a "Notice of Acceptance" to the client, see Appendix D for an example;
-Accept matters handled on behalf of the agent, submit the review opinions and all application materials of the service object to the competent department for approval, and submit the application
Follow up and handle the issues, and get back the approved or failed application materials on time, and inform the service object to complete the settlement within the time limit.
If yes, notify the pickup and remind the client to evaluate the satisfaction.
7.2.2 Promote accompanying
Please refer to Appendix E for the accompanying flowchart. The details are as follows.
-Accept the application materials submitted by the client and conduct a preliminary review;
-If the preliminary examination meets the requirements for escorting, ask whether the service object needs to be accompanied;
-If it is confirmed that it needs to be accompanied, make an appointment to accompany it, and assign a person to accompany it;
-After the escorting process is completed, the escorting process staff shall file the application materials filled in by the applicant.
7.2.3 Promotion
Please refer to Appendix F for the flow chart of on-site application. The details are as follows.
-The service object submits an application, and after the street confirms the acceptance, arranges personnel to come to the house to handle it;
-When going to the door, the staff should determine the service mode according to the application materials submitted by the service object and provide it according to the corresponding service process.
service;
-For matters that require the assistance of relevant departments, the staff will go to the site in cooperation with relevant personnel;
-After the on-site processing is completed, the staff will bring back the relevant vouchers and materials in accordance with the requirements of the settlement and submit them to the street for archival.
7.3 Disclosure of matters
The government affairs matters handled shall be announced to the client, including but not limited to the following.
-The name of the matter;
-Application basis;
-Application procedures;
-Catalogue of application materials and model texts;
-Time limit for processing;
-Basis of charges and standards;
-Monitor complaint channels.
7.4 First Responsibility
7.4.1 The person who first accepts the application of the service object is the first person in charge.
7.4.2 The first person in charge should carefully handle and be responsible for matters that fall into the scope of his or her job responsibilities;
Matters related to the scope of responsibility should be informed to the service object. the relevant administrative departments and procedures; for those who have no right to reply or handle, they should
Records, and promptly reply after asking for instructions from superiors.
7.5 One-time notification
7.5.1 When receiving consultation, they should inform the policy basis, procedures, required materials and time limit of the matter at one time, and provide it on their own initiative.
Demonstration texts, forms and materials, while answering related inquiries.
7.5.2 When handling matters, if the formalities are not complete or are not handled in accordance with the prescribed procedures and time limits, they shall be notified at one time
Procedures, materials or procedures, time limit for acceptance, etc.
7.6 One-stop shop
All government affairs directly facing the service target in the street shall be centralized in the government service hall for one-stop processing. And advocate a window.
8 Quality supervision and evaluation
8.1 Quality supervision
Should pay attention to the needs of service objects, and establish, but not limited to, the following quality supervision mechanisms.
--Using electronic service evaluators, or setting up "comment boxes" and "comment books" to collect opinions and suggestions;
-Open a variety of monitoring channels such as telephone and Internet to accept related complaints;
-Hire a third-party quality supervisor to supervise and provide timely feedback to the street.
8.2 Evaluation
8.2.1 General
Should comply with the relevant provisions of the "Provisional Regulations on the Evaluation of the Professional Level of Social Workers" by the Ministry of Personnel and Civil Affairs (2006-07-20).
8.2.2 Evaluation content
The evaluation content includes but is not limited to the following.
--Service Specification;
-Service effectiveness;
-Customer satisfaction.
8.2.3 Evaluation Index
8.2.3.1 Evaluation criteria for service specifications shall include the service capabilities, service etiquette, daily attendance, and public affairs of personnel handling government affairs
And fulfill the requirements.
8.2.3.2 The evaluation of service effectiveness shall include a comprehensive assessment of the performance of responsibilities, policy implementation and quality and efficiency of service personnel.
8.2.3.3 The evaluation index of client satisfaction shall reflect the degree of satisfaction with the staff's diligence and integrity, service attitude, quality and efficiency.
8.2.4 Evaluation method
8.2.4.1 Adopt self-assessment, appraisal by superior departments, survey of customer satisfaction, and third-party assessment.
8.2.4.2 Satisfaction evaluation of clients is carried out through but not limited to the following methods.
-Set up a satisfaction evaluation device at the window of the government service hall to evaluate the work style, attitude, and effect of the staff in real time;
-Regular job descriptions, evaluations and collection of suggestions, and quality supervisors and service objects will evaluate the performance and satisfaction of the personnel;
-Use the government affairs affairs information data as the basic database, and random sampling by a third party from time to time to evaluate the satisfaction rate of the masses.
8.2.5 Evaluation results
The evaluation results shall be made available to the public, and shall be used as the basis for the year-end evaluation of personnel, the selection of first-choice merit, and the continuous improvement of government affairs.
Appendix A
(Informative appendix)
Direct process
A.1 Direct application process
The direct process is shown in Figure B.1.
Explanation.
Y-means that the material has been approved;
N--indicates that the material review failed;
N/Y--Indicates that the material review failed, but can be processed after completing the materials;
N/N--Indicates that the material review failed, even if the supplementary materials are complete, it cannot be processed.
Figure A.1 Direct processing flowchart
On-site acceptance
Immediate application will not be accepted once notification of supplementary materials
Archive
On-site satisfaction assessment
Review materials
Compliance
YN
N/Y
No return
N/N
Appendix B
(Informative appendix)
Indirect process
B.1 Indirect processing
The indirect process is shown in Figure B.1.
Explanation.
Y-means that the material has been approved;
N--indicates that the material review failed;
N/Y--Indicates that the material review failed, but can be processed after completing the materials;
N/N--Indicates that the material review failed, even if the supplementary materials are complete, it cannot be processed.
Figure B.1 Indirect processing flowchart
On-site acceptance
Immediate application will not be accepted once notification of supplementary materials
Delivery of audit opinions and materials
Service object
On-site satisfaction assessment
Review materials
Compliance
YN
N/Y
No return
N/N
Appendix C
(Informative appendix)
Can process on behalf of
C.1 Process on behalf
See Figure C.1 for the applicable procedures.
Explanation.
Y-means that the material has been approved;
N--indicates that the material review failed;
N/Y--Indicates that the material review failed, but can be processed after completing the materials;
N/N--Indicates that the material review failed, even if the supplementary materials are complete, it cannot be processed.
Figure C.1 Process flow
Communicate with superior departments
Trace results
Inform the result
pass the examination
Accept Satisfaction Assessment
No return
On-site acceptance
Issue acceptance notice
Issue a notice of rejection
Censorship material
Synergy
Inform the materials once
N/Y
N/N
Appendix D
(Informative appendix)
Notice of acceptance
D.1 Notification of acceptance
An example of a notice of acceptance is shown in Table D.1.
Table D.1 Notification of acceptance
applicant.
Application matters.
Received materials.
Closing time.
Operator. (Signature and Seal) Applicant. (Signature) Date.
Address of XX Street Government Service Hall.
phone.
Appendix E
(Informative appendix)
Accompanying flow chart
E.1 Can accompany the process
The accompanying process is shown in Figure E.1.
Explanation.
Y-means that the material has been approved;
N--indicates that the material review failed;
N/Y--Indicates that the material review failed, but can be processed after completing the materials;
N/N--Indicates that the material review failed, even if the supplementary materials are complete, it cannot be processed.
Figure E.1 Accompanying process flow chart
On-site acceptance
Censorship material
Synergy
Ask if you need
To accompany
Appointment companion time flows according to the corresponding matters
Services
Accompany
Relevant information archive
No return
Notification of incomplete notification
N/Y
N/N
NY
Material compliance review
One-time notification of supplementary materials
Arrange personnel or contact the relevant department
Door-to-door cooperation
Other ways
Archive of corresponding materials
Appendix F
(Informative appendix)
Can go through the process
F.1 On-site application process
The process for visiting the home is shown in Figure F.1.
Explanation.
Y-means that the material has been approved;
N--indicates that the material review failed;
N/Y--Indicates that the material review failed, but can be processed after completing the materials;
N/N--Indicates that the material review failed, even if the supplementary materials are complete, it cannot be processed.
Figure F.1 Flow chart
Clients apply for home visits
Eligibility
Review
MZ/T 090-2017
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