GB/T 44189-2024Guidelines for government service hotline operation (English PDF)

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 for standardization documents" Drafting is required.

Please note that some of the contents of this document may involve patents. The issuing organization of this document does not assume the responsibility for identifying patents.

This document is under the jurisdiction of the National Technical Committee for Standardization of Administrative Management and Services (SAC/TC 594).

This document was drafted by: Shandong Provincial Market Supervision Administration, Shandong New Generation Standardization Research Institute Co., Ltd., Shandong Provincial Quality and Technical Review Bureau Evaluation Center Co., Ltd., Tai'an Big Data Center, China National Institute of Standardization, General Office of Jinan Municipal People's Government, Central Party School (National National Administrative College), Jinan Quancheng Government Affairs Smart Industry Development Co., Ltd., Jinan Hotline Service Industry Research Institute, Beijing Citizen Hotline Service Center, Jiangsu Provincial Data Bureau, Taiyuan Municipal People's Government Office, Inner Mongolia Autonomous Region Government Services and Data Management Bureau, Shandong Provincial Standard Chemical Association, Jinan Municipal Party School of the Communist Party of China, Qingdao Chengyang District People's Voice Service Center, Nanjing 12345 Government Service Hotline, Shandong University, Dezhou 12345 Citizen Hotline Service Center, Liaocheng 12345 Citizen Hotline Reception Center, Shandong Normal University.

The main drafters of this document are: Ma Xiaoou, Guo Dalei, Zhao Guojun, Zhang Boyi, Zhang Yuan, Zong Deyong, Lü Xue, Wang Manchuan, Bi Yuqi, Li Chengxue, Hao Lei, Dong Gao, Chang Yeyun, Cao Xianqiang, Zhao Ting, Song Guofeng, Huang Juan, Li Kaisen, Pan Ying, Wei Shujie, Zhao Hang, Zhao Ying, Li Jie, Hu Kai, Li Qi, Song He, and Li Hongsheng.

Government Service Hotline Operation Guide

1 Scope

This document establishes the basic principles for the operation of the government service hotline (hereinafter referred to as the "hotline"), and provides a system for accepting requests, responding to services, and Provide guidance and suggestions on response, business collaboration, etc.

This document applies to the service operation of all aspects of the government service hotline.

2 Normative references

GB/T 33358-2016

GB/T 44190-2024

GB/T 44191

GB/T 44192

3 Terms and definitions

The following terms and definitions apply to this document.

4 Basic Principles