GB/T 40762-2021Evaluation specification of administrative service satisfaction (English PDF)
政务服务满意度评价规范
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Issued by
SAMR; SAC
Level / Type
National · Recommended
Issue date
October 11, 2021
Implementation date
February 1, 2022
Scope
GB/T 40762-2021 is the English-translated version of 政务服务满意度评价规范.
GB/T 40762-2021 sets out how the satisfaction of the people who use government services is to be evaluated.
It covers the principles of the evaluation - lawfulness and fairness, full coverage of services, processes and channels, openness and transparency, and using evaluation to drive reform - together with the evaluation requirements, the rating levels, what service satisfaction is made up of, the evaluation process and how the results are to be used.
It applies to government service organizations at all levels, such as government service centres, administrative approval bureaus, service halls, service windows and convenience service sites, and third-party agencies entrusted with the evaluation may refer to it.
Its informative annexes give an example of satisfaction survey indicators and the methods for calculating satisfaction. It was issued on 11 October 2021 and has applied since 1 February 2022.
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Document preview — GB/T 40762-2021
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
Contents
- Foreword
- 1 Scope
- 2 Normative references
- 3 Terms and definitions
- 4 Evaluation Principle
- 5 Evaluation requirements
- 6 Rating
- 7 Composition of Service Satisfaction
- 8 Evaluation process
- 9 Use of evaluation results
- Appendix A (informative) Example of government service satisfaction survey indicators
- Appendix B (Informative) Calculation Methods of Government Service Satisfaction
- Reference
Foreword
This document is in accordance with the provisions of GB/T 1.1-2020 "Guidelines for Standardization Work Part 1: Structure and Drafting Rules of Standardization Documents" Drafting.
1 Scope
This document gives the evaluation principles, evaluation requirements, evaluation levels, service satisfaction composition, evaluation process, Requirements for the application of evaluation results.
This document is applicable to the evaluation of service satisfaction of government service organizations at all levels, and the entrusted third-party evaluation agency can refer to it for implementation.
2 Normative references
The content of the following documents constitutes an indispensable clause 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 39734-2020 "One review at a time" and "One review at a time" work specifications for government services
3 Terms and definitions
The following terms and definitions apply to this document.
3.1 Evaluation of administrative service satisfaction
The administrative counterpart's contribution to the government service organization (including but not limited to the government service center, the administrative approval bureau, the government service hall, and the government service window) (Mouth, convenience service site) to provide service satisfaction evaluation activities.
4 Evaluation principles
4.1 Lawful and fair
Strictly implement laws, regulations and policies related to government services, comprehensively, accurately, and scientifically define the reasonable demands of service objects, and protect services Object information.
4.2 Full coverage
Adhere to applicability and ease of operation, and based on the evaluation of administrative counterparts, achieve full coverage of government services, full coverage of the service process, and service Full coverage of service channels.
4.3 Openness and transparency
Except for information that cannot be disclosed according to law, the government service status, evaluation process, evaluation results, and rectification status will be disclosed to the public.
4.4 Promoting reform with evaluation
Adhere to problem-oriented, strengthen the analysis and comprehensive mining of evaluation data, study and judge the demands of service objects, put forward rectification suggestions, and supervise […]
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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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