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GB/T 39735-2020: Guidelines for administrative service evaluation
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Guidelines for administrative service evaluation
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GB/T 39735-2020
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Basic data | Standard ID | GB/T 39735-2020 (GB/T39735-2020) | | Description (Translated English) | Guidelines for administrative service evaluation | | Sector / Industry | National Standard (Recommended) | | Classification of Chinese Standard | A00 | | Classification of International Standard | 03.160 | | Word Count Estimation | 11,185 | | Date of Issue | 2020-12-14 | | Date of Implementation | 2021-01-01 | | Quoted Standard | GB/T 36112-2018; GB/T 36114-2018 | | Regulation (derived from) | National Standard Announcement No. 28 of 2020 | | Issuing agency(ies) | State Administration for Market Regulation, China National Standardization Administration | | Summary | This standard specifies the basic principles of evaluation of government service evaluation based on applications, as well as requirements for evaluation channels, evaluation content, evaluation methods, application of evaluation results, and continuous improvement. This standard applies to the evaluation of government service agencies at all levels, various government service platforms, government service items and personnel services across the country. | GB/T 39735-2020: Guidelines for administrative service evaluation---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.
(Guidelines for the Evaluation of Government Services)
ICS 03:160
CCSA00
National Standards of People's Republic of China
Guidelines for the Evaluation of Government Services
2020-12-14 release
2021-01-01 implementation
State Administration for Market Regulation
Issued by the National Standardization Management Committee
Table of contents
Foreword Ⅰ
Introduction Ⅱ
1 Scope 1
2 Normative references 1
3 Terms and definitions 1
4 Basic principles 2
5 Evaluation channel 2
5:1 On-site service "one review at a time" 2
5:2 Online Services "One Thing, One Comment" 2
5:3 "Comprehensive Comments" from all walks of life 2
5:4 "Supervision and Evaluation" by Government Departments 3
6 Evaluation content 3
7 Evaluation method 3
7:1 Evaluation data sources 3
7:2 Calculation method 3
8 Use of results 3
8:1 Rectification of bad reviews 3
8:2 Statistical analysis 3
8:3 Assessment, rewards and punishments 4
8:4 Continuous improvement 4
Appendix A (Normative) Government Service Evaluation Index System 5
Reference 7
Foreword
This document is in accordance with the provisions of GB/T 1:1-2020 Standardization Guidelines Part 1: Structure and Drafting Rules of Standardization Documents
Drafting:
This document was proposed and managed by the National Administrative Approval Standardization Working Group (SAC/SWG14):
This document was drafted by: Government Function Transformation Office of the General Office of the State Council, Electronic Government Affairs Office of the General Office of the State Council, China Standardization
Research Institute, Tai'an City Administrative Approval Service Bureau of Shandong Province, Big Data Management Center of Jiangsu Province, Administrative Service Center of People's Government of Taizhou City, Zhejiang Province,
Guizhou Provincial Government Service Center, Beijing Municipal Service Bureau, Sichuan Meishan Municipal Service Administration, Southwest University of Political Science and Law, Taicang City, Jiangsu Province
Administrative Approval Bureau:
The main drafters of this document: Chen Yang, Dong Gao, Feng Lei, Wu Xiaobo, Liu Yan, He Zhengqing, Zhang Yingzi, Wang Dun, Zhao Lei, Zhu Yonggang, Zhang Caihua,
Zhang Chengzhi, Lu Yuan, Li Suizhou, Tan Junjie, Xu Xiaowen:
Introduction
In December:2019, the General Office of the State Council issued the "Opinions on Establishing a "Good and Bad Evaluation" System for Government Services to Improve the Level of Government Services" (National
Banfa (2019) No: 51) (hereinafter referred to as the "Opinions"), requiring the establishment of a system of "good and bad reviews" for government services, forming a "covering all matters of government services",
An omni-channel, all-platform, and full-process ‘mutually coordinated and coordinated government service evaluation system to build a national integrated online government service platform’
Evaluate the management system to ensure that every government service item can be evaluated, and every government service agency, government service platform and personnel actively accept the evaluation
Every “bad review” has been rectified, and the whole process of evaluation, feedback, rectification, and supervision is formed: The whole society participates widely, and government departments make timely changes:
Benign interactive situation: "
In order to fully implement the requirements of the "Opinions" and provide standard technical support, the National Administrative Approval Standardization Working Group took the lead in drafting the "Government Service Evaluation
"Guidelines for Price Work" and "Government Service "One Review at a Time" and "One Matter, One Review" Work Norms": Among them, "Government Service Evaluation Work Guidelines
"South" is the basic guiding standard for carrying out the "good and bad reviews" of government services, clarifying what, how, and the results of the "good and bad reviews" of government services:
How to analyze and use content; "Government Service "One Review at a Time", "One Matter, One Review" Work Specification" is a reference to the "Government Service Evaluation Work Guide"
The specific details of the operation methods of the two evaluation channels of on-site service "one time one review" and online service "one matter one review" are the "Evaluation of Government Service
Practical work norms under the framework of Work Guidelines:
The two standards together constitute the current "good and bad" standard system for government services, which can be used to promote the evaluation of government services through standardization:
Intensification, normalization, and long-term effectiveness, continue to improve the level of government services, and provide important references and specific paths:
Guidelines for the Evaluation of Government Services
1 Scope
This document gives the basic principles of evaluation of the government service evaluation according to the application, as well as evaluation channels, evaluation content, evaluation methods, and evaluation methods:
The application of price results and continuous improvement:
This document is applicable to the evaluation of government service agencies at all levels, various government service platforms, government service matters and personnel services across the country
jobs:
2 Normative references
The contents of the following documents constitute indispensable clauses 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 36112-2018 Government Service Center Service Site Management Specification
GB/T 36114-2018 Guidelines for the preparation of service guides for the entry of government service centers
3 Terms and definitions
The following terms and definitions apply to this document:
3:1
Administrativeservice
Services provided by government departments and other organizations authorized or entrusted by them in the process of exercising administrative powers and performing public service duties:
Note 1: The administrative power matters referred to in this document mainly refer to the administrative license, administrative payment, administrative ruling, administrative confirmation, administrative reward and other administrative
Power matters:
Note 2: The public service matters referred to in this document include but are not limited to education, public health and basic medical care, basic social security, public employment services, etc:
Issues closely related to industry development and people’s livelihood:
3:2
Administrativeserviceinstitution
Government departments and statutory organizations authorized or entrusted to provide government services:
Note: Including government service hall, government service center, convenience service station, government service window, etc:
3:3
Administrativeserviceplatform
An online government service platform established by the government and its functional departments:
Note: Including business system, hotline platform, mobile service terminal, self-service terminal, etc:
3:4
Serviceobject
Natural persons, legal persons and other organizations applying to handle government service matters:
3:5
Evaluatedobject
Government service agencies at all levels, various government service platforms, service matters and related staff:
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