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GB/T 36112-2018Specification for service site management of administrative service centre (English PDF)

政务服务中心服务现场管理规范

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Issued by

SAMR; SAC

Level / Type

National · Recommended

Issue date

March 15, 2018

Implementation date

July 1, 2018

Scope

GB/T 36112-2018 is the English-translated version of 政务服务中心服务现场管理规范.

GB/T 36112-2018 sets the rules for managing the service site of a government administrative service centre, the place where the public is given consultation and services.

It covers the body responsible for site management and its duties, staff service management with appearance and manners, behaviour and service language, and space management with how the site is divided and kept.

It also deals with order management, the management of public, office, personal and lost items, facilities and equipment, documents, and supervision and evaluation.

Informative annexes show spatial layout diagrams and a list of office articles. Signs follow the safety and public information symbol standards, and the centre operation standards GB/T 32169.1 to 32169.3. The standard was issued on 15 March 2018 and has applied since 1 July 2018.

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Document preview — GB/T 36112-2018

National Standard of the People's Republic of China

ICS: 01.040.03
Classification: A 12

Issued by: State Administration for Market Regulation; Standardization Administration of the PRC

Preface
1 Scope
2 Normative references
3 Terms and Definitions
4 Management Body and Responsibilities
5 Staff Service Management
5.1 Grace Instrument
5.2 Behavior
5.3 Service Terms
6 Space Management
6.1 Division requirements
6.2 Management Requirements
7 Order Management
7.1 Management Content
7.2 Management Requirements
8 Item Management
8.1 Management Content
8.2 Management Requirements
9 Facilities and Equipment Management
9.1 Management Content
9.2 Management Requirements
10 Document Management
10.1 Management Content
10.2 Management Requirements
11 Supervision and Evaluation
Appendix A (informative) Spatial plane schematic diagram
Appendix B (informative annex) Table of contents of office articles

Foreword

This standard was drafted in accordance with the rules given in GB/T 1.1-2009.

1 Scope

This standard stipulates the management body and responsibilities of the on-site management of the government service center (hereinafter referred to as the center), personnel service management, and space. Requirements for management, order management, article management, facility and equipment management, document management, and supervision and evaluation.

This standard applies to the central service site management.

2 Normative references

The following documents are indispensable for the application of this document. For dated references, only dated versions apply to this document. For undated references, the latest version (including all amendments) applies to this document.

GB/T 2893.1 Safety Symbols for Graphic Symbols and Safety Marks Part 1. Design Principles for Safety Symbols and Safety Marks

GB 2894 Safety Signs and Guidelines for Use

GB/T 10001.1 Public Information Graphical Symbols Part 1. Common Symbols

GB/T 10001.9 Public information graphic symbols for signs Part 9. Accessibility symbols

GB/T 32169.1 Operational Code for Government Service Centers Part 1. Basic Requirements

GB/T 32169.2 Operational Guidelines for Government Service Centers Part 2. Requirements for Entry

GB/T 32169.3 Operational Code for Government Service Centers Part 3. Requirements for Window Service Provision

3 Terms and definitions

The definitions of GB/T 32169.1, GB/T 32169.2, and the following terms and definitions apply to this document.

3.1 Service site

The place where the service object directly provides consultation, service, etc.

3.2 Service provider

Staff who provide services at the service site include, but are not limited to, window staff, consulting and guidance staff, and other services such as security and cleaning. Staff.

3.3 Space management

According to the service requirements, the functional space on the service site is divided, identified and maintained.

3.4 Item management

Place and keep the daily public goods, office items, personal items and lost items on the service site.

4 Management Body and Responsibility

4.1 The center shall make it clear that the corresponding working organization is responsible for the management of the service site, assumes the responsibility for overall coordination […]

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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.

Referenced standards

Normative references

Cited by

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