GB/T 39734-2020Specification for evaluation of “on-the-spot” and “online” administrative Service (English PDF)

1 Scope

This document stipulates the evaluation principles, evaluation content, evaluation channels, evaluation rules, and evaluations for the work of "one time one evaluation" and "one matter one evaluation" for government services:

Price protection, evaluation classification and disposal, and application of evaluation results:

This document is applicable to government service agencies at all levels nationwide to carry out "one review at a time" and "one review for each matter" work for government services: Party group order service

Units with business functions can refer to this document for use:

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 39735 Guidelines for Government Service Evaluation

3 Terms and definitions

The terms and definitions defined in GB/T 39735 apply to this document:

4 Evaluation principles

4:1 Voluntary truth

The evaluation activities adhere to the principle of fully respecting the wishes of the service objects, forcing or interfering with the evaluation behavior of the service objects is strictly prohibited, and the service is strictly protected:

Information about the service object:

4:2 Unified specification

The selection of evaluation indicators adheres to the principle of scientific and standardization, strictly follows the evaluation process, and realizes that the same type of government service items are in the government service agency:

When handling government affairs and government service platforms, maintain uniform service standards and evaluation standards:

4:3 Objective and effective

The evaluation rule setting adheres to the principles of scientific and reasonable, true and effective evaluation data, and objective and fair evaluation process to achieve open, transparent and true results:

It can be checked, and problems in government services can be discovered and resolved in time:

4:4 First Office Responsibility

The handling of bad reviews adheres to the principle of “who handles the handling, who is responsible”, and the functional department responsible for handling bad reviews initiates the procedure as soon as possible, and arranges special personnel to respond

Visit to verify:

5 Evaluation content

The evaluation content generally includes service attitude, service quality, service efficiency and service environment: Among them, "One review at a time" and "One matter, one review" […]