DB43_T 2422.6-2022 政务服务中心管理规范 第6部分：政务服务质量控制.docxVIP

ICS?01.040.03 CCS?A?12  43 湖 南 省 地 方 标 准 DB43/T?2422.6—2022 政务服务中心管理规范 第6部分：政务服务质量控制 Specifications?for?the?management?of?government?service?centre?— Part?6:Control?of?government?service?quality 2022?-?07?-?08?发布 2022?-?10?-?08?实施 湖南省市场监督管理局 发?布 DB43/T?2422.6—2022 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 管理职责?···············································································································1 5 总体目标?···············································································································1 6 质量要求?···············································································································1 7 质量控制?···············································································································2 8 质量改进?···············································································································3 I DB43/T?2422.6—2022 政务服务中心管理规范 第?6?部分：政务服务质量控制 1??范围 本文件规定了政务服务中心政务服务质量控制的管理职责、总体目标、质量要求、质量控制和质量 改进要求。 本文件适用于省、市（州）、县（市区）政务服务中心对服务质量控制。园区企业服务中心、乡镇 （街道）便民服务中心、村（社区）便民服务站可参照执行。 2??规范性引用文件 本文件没有规范性引用文件。 3??术语和定义 本文件没有需要界定的术语和定义。 4??管理职责 4.1??政务服务管理机构应成立服务质量管控小组，明确质量负责人统筹协调制定政务服务中心服务质 量目标、质量要求、质量控制和质量改进要求。 4.2 政务服务中心管理机构负责中心服务质量和服务效率的日常管理。 5??总体目标 政务服务中心综合办事窗口全覆盖，政务服务事项“应进必进”，同一政务服务事项线上线下无差 别受理、同标准办理，公开与服务信息数据同源、标准一致，服务提供优质、现场管理规范、业务办理 高效。服务对象满意度评价应达到?95％以上。 6??质量要求 6.1 政务服务事项 6.1.1 政务服务事项除因涉密和场地限制等特殊因素外，应实现“应进必进”。 6.1.2 政务服务中心、政务服务平台及?APP、小程序、自助服务一体机等线上线下服务渠道政务服务 事项、办事指南同源发布、同步更新。 6.1.3 政务服务承诺时限不高于法定时限且缩减比例达到上级及本级政务服务管理机构要求。 6.1.4 政务服务事项申请材