GB/T 33357-2016Assessment of government hotline service (English PDF)
政府热线服务评价
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Issued by
SAMR; SAC
Level / Type
National · Recommended
Issue date
December 13, 2016
Implementation date
July 1, 2017
Scope
GB/T 33357-2016 is the English-translated version of 政府热线服务评价.
GB/T 33357-2016 gives the evaluation principles, the evaluation elements, the evaluation process, the evaluation method and the evaluation results for assessing government hotline services.
Clause 1 applies it to government hotline service evaluation activities. Its contents list names a preface, the scope, terms and definitions, a clause of evaluation principles, a clause of evaluation elements, a clause on the evaluation process, a clause on evaluation methods, a clause on evaluation results, and a list of references.
The principles clause requires impartiality, with the evaluation carried out independently and objectively and the results left unaffected by how difficult the work was or whether a fee was charged, and then validity, reliability and conformity to norms.
The elements clause groups what is assessed into the service platform and environment, the service personnel, operation and management, service efficiency and service results.
The process clause runs from evaluation preparation through evaluation implementation to the forming of the evaluation results, and the methods clause covers weight calculation, data collection, data processing and score calculation, while the results clause fixes their content and their form.
Clause 2 defines a government hotline as the non-emergency public service call system set up by the government and its functional departments, and goes on to define the hotline service, the service provider, the service object, the evaluation object and the evaluator, taking several of these definitions from GB/T 33358-2016; the evaluation object is the hotline service provider and the evaluator is the organization that assesses its performance.
The standard was proposed by the National Service Standardization Technical Committee (SAC/TC 264) and drafted with the participation of the China Standardization Research Institute and of municipal convenience and government service centres. It was issued on 13 December 2016 and has applied since 1 July 2017.
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Document preview — GB/T 33357-2016
National Standard of the People's Republic of China
- ICS
- 03.080
- Classification
- A 12
Issued by: State Administration for Market Regulation; Standardization Administration of the PRC
Contents
- Preface
- 1 Scope
- 2 terms and definitions Evaluation Principle
- 3.1 impartiality
- 3.2 Validity
- 3.3 Reliability
- 3.4 normative
- 4 Evaluation elements
- 4.1 Service Platform and Environment
- 4.2 service personnel
- 4.3 Operation and management
- 4.4 Service efficiency
- 4.5 Service results
- 5 evaluation process
- 5.1 Evaluation Preparation
- 5.2 Evaluation Implementation
- 5.3 Form the evaluation results
- 6.1 Weight calculation method
- 6.2 Data collection method
- 6.3 Data processing method
- 6.4 Score calculation method
- 7 evaluation results
- 7.1 Contents
- 7.2 Form
- Reference
Foreword
This standard is drafted in accordance with the rules given in GB/T 1.1-2009.
1 Scope
This standard gives the evaluation principle, evaluation factor, evaluation process, evaluation method and evaluation result of government hotline service evaluation.
This standard applies to government hotline service evaluation activities.
2 Terms and definitions
The following terms and definitions apply to this document.
2.1 Government hotline
Non-emergency public service call system established by the government and its functional departments. [GB/T 33358-2016, definition 3.1]
2.2 Government hotline service
Relying on the government hotline (2.1), by telephone, SMS, mailbox, website and other media, etc., for the organization or individual participation in social governance, Access to public service provision policy information consultation, appeal and return visit and other public services. [GB/T 33358-2016, definition 3.2]
2.3 Government hotline service provider
Implement the government or department of the government hotline service (2.2). [GB/T 33358-2016, definition 3.3]
2.4 Service object
Consult with the Government Hotline (2.1) to reflect the demands of natural persons, legal persons or other organizations that advise suggestions. [GB/T 33358-2016, definition 3.4]
2.5 Evaluation object
Government Hotline Service Provider (2.3).
2.6 Evaluator
An organization that evaluates the performance of the evaluation object (2.5) in the evaluation activity.
3 Evaluation principles
3.1 Impartiality
Evaluation should be independent, objective and fair implementation of the evaluation activities, the evaluation results should not be affected by the implementation of the difficulty, whether the charges and other factors.
3.2 Validity
The evaluator should develop a scientific evaluation program and implement it effectively so that the evaluation activities can accurately evaluate the true level of the government hotline service
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This preview omits tables, figures, formulas and parts of the technical clauses. The complete document — 15 pages — is available in the English PDF.
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