GB/T 39045-2020Satisfaction evaluation guide of administrative license items (English PDF)

1 Scope

This standard provides the principles, processes, methods, index system, results, and application of results for the evaluation of administrative licensing satisfaction.

This standard is applicable to the appraisal of applicant satisfaction for administrative licensing matters implemented by administrative licensing implementing agencies.

2 Terms and definitions

The following terms and definitions apply to this document.

3 Evaluation principles

The administrative licensing satisfaction evaluation should follow the following principles.

---Scientific, the assessor or assessment agency should formulate a scientific assessment plan and implement it effectively, so that the assessment activities can be quantitatively and qualitatively

Accurately evaluate the true level of administrative licensing services, and look for actual problems from different perspectives in the entire process;

---Regularization, the evaluator or evaluation institution should implement evaluation activities in accordance with the evaluation plan, and the evaluation behavior should meet the requirements of the evaluation plan.

Avoid errors and reduce errors;

--- Sustainability, it is advisable to establish a continuous evaluation system according to needs, one evaluation for each event or monthly evaluation, centralized return visits or third-party evaluations every six months

Or organize once a year to continuously improve administrative licensing satisfaction;

---Independence, the collection of evaluation data should avoid administrative personnel and window personnel to ensure that the data is independent and not interfered.

The assessor or assessment agency should be independent of the administrative license processing window and window personnel, and the third-party assessment should be conducted by a professional with relevant capabilities

Industry institutions.

4 Evaluation process