GB/T 47483-2026Specification for the management and service of integrated self-service terminals for government services (English PDF)

7.4 Special Zone Function

7.4.1 General Requirements The user interface of the self-service terminal can be set up with service zones according to service needs, clearly defining the service scope and core functions. The zone settings include, but are not limited to, specific service areas. Limited to areas such as the Senior Citizens' Respect Zone, the "Efficiently Get Things Done" Zone, and Special Zones.

7.4.2 Senior Citizens' Zone

7.4.2.1 Attention should be paid to the needs of elderly people and other groups with weaker operational abilities to provide age-friendly and simplified self-service items.

7.4.2.2 Priority should be given to providing services frequently used by the elderly, such as social security pension inquiries, medical insurance payments, qualification verification, and printing of pension benefit receipt certificates; The interface design should meet the standards for age-friendly operation, simplify the process, reduce the number of steps, and lower the barrier to entry. 7.4.3 "Getting Things Done Efficiently" Section

7.4.3.1 The focus should be on cross-departmental and highly interconnected "one-stop" scenarios, aligning with the national list of key items for "efficiently completing one task" that are suitable for self-management. Items to be assisted with.

7.4.3.2 The processing procedures for matters involving multiple departments should be integrated and restructured, and cross-departmental data sharing channels should be opened up to achieve one-time identity verification and submission of a single set of materials. The process involves multiple departments working together for approval and providing unified feedback on results.

7.4.3.3 A full-process service should be provided, including access to the "One-Stop Service" guide, pre-review of materials, progress tracking, and result printing, clearly defining the procedures for each step. Processing time limits and node feedback.

7.4.4 Enterprise Services Zone

7.4.4.1 Attention should be paid to the business needs of enterprises throughout their entire life cycle, and self-service items covering establishment, modification, cancellation and other aspects should be provided.

7.4.4.2 It can provide high-frequency business-related services such as change filing, tax declaration and payment, social security registration, and printing of business-related certificates.

7.5 Cross-domain service function

7.5.1 It is advisable for the provincial level to coordinate the construction of a self-service terminal management platform, promote the full aggregation of business data, and rely on the national integrated government service platform. Alternatively, provincial-level government service platforms can achieve cross-level and cross-regional data interconnection and interoperability.

7.5.2 Cross-regional processing should be achieved through technological empowerment, process restructuring, and regional collaboration. Specific requirements include, but are not limited to.

---It is advisable to connect to the "Inter-provincial Service" section of the National Integrated Government Service Platform to streamline frequently used services such as public security, human resources and social security, and medical insurance. Items were streamlined, processing procedures were optimized, and a list of items was created;

---After a user submits materials from a different location, the system will push the processing information to the platform in the location where the matter is located;

---After the application is completed, the processing result should be sent out, supporting the download of electronic materials and the printing of paper certificates. The printed documents should include the official seal of the relevant department. Seal, case number, and anti-counterfeiting code;

---Complaint and reporting functions should be supported, and user-submitted requests should be simultaneously transmitted to the local platform; Functional testing should be conducted regularly and test reports should be generated. Test content includes, but is not limited to. interface connectivity, data consistency, and issues. Feasibility.

7.6 Intelligent Guidance Function

7.6.1 Voice interaction functionality should be supported, including but not limited to.

---It should have AI voice guidance capabilities, supporting functions such as keyword recognition and natural language understanding;

---Key operational steps (such as identity verification, information confirmation, and result printing) should be triggered simultaneously with voice broadcast.

7.6.2 Intelligent form filling functionality should be supported, including but not limited to.

---Should support automatic pre-filling of basic information such as user name, ID number, and registered address;

--- It should provide functions such as intelligent association, drop-down selection, and information verification to reduce manual data entry.

7.6.3 Intelligent customer service functionality should be supported, including but not limited to.

---Should support text and voice consultations to answer common questions regarding application materials, procedures, and policy basis;

---It is advisable to support simultaneous chat and processing, allowing users to be directly redirected to the processing page during the consultation process; For questions that the intelligent customer service cannot answer, it is advisable to provide a "one-click transfer" function to human customer service.

7.6.4 The intelligent guidance function should not replace the necessary identity verification and information confirmation process.

9.1.1 Hardware Security Protection

9.1.1.1 Physical protection of equipment. Self-service terminals should be placed in areas covered by video surveillance, and the deployment environment should comply with the provisions of GB/T 32925. A full lifecycle management file for the equipment should be established, and consumables, hardware status, and firmware versions should be checked regularly.

9.1.1.2 Anti-tampering design. Self-service terminals should have a physical anti-tampering mechanism, including a sealed casing and tamper-proof switches, to prevent unauthorized physical access. Q. Should an automatic alarm be triggered in the event of unauthorized access or abnormal power outage?

9.1.1.3 External Device Management. A whitelist mechanism should be used to allow only approved devices to exchange data; unauthorized USB drives should be prohibited. External hard drive connection.

9.1.2 Software and System Security

9.1.2.1 Domestically Produced Trusted Environment. It is advisable to adopt an independently controllable operating system and firmware.

9.1.2.2 Software whitelist mechanism. Unrelated programs should be prohibited from running; only applications certified by the government service platform should be supported for installation.

9.1.2.3 Application Constraints. A mechanism to prevent users from exiting or being redirected to the government service application during use should be established. Other than the system interface or third-party applications.

9.1.2.4 Vulnerability Emergency Management. An automatic patch distribution mechanism for endpoint systems should be established, and high-risk vulnerabilities should be patched within 24 hours.

9.2 Network Security

9.2.1 Network access security shall be ensured and shall meet the following requirements.

a) Secure communication protocols. Use secure network protocols such as HTTPS and TLS/SSL to ensure the security of network communication;

b) Certificate security. TLS/SSL certificates should preferably be self-signed, and CA certificates should be kept confidential.

9.2.2 A threat defense system should be established, and it should meet the following requirements.

a) Intrusion Detection System (IDS). Deploy firewalls and intrusion detection systems (IDS) at the network layer to prevent malicious traffic from entering the network;

b) API Interface Protection. Implement authentication, rate limiting, and parameter filtering for interfaces connecting to government service items to prevent SQL injection and privilege escalation. access.

9.3 Data Security

9.3.1 Data lifecycle protection should be implemented, including but not limited to.

---Encrypted Storage and Transmission. It is advisable to use the SM2/SM4 national cryptographic algorithms to encrypt the transmission and storage of personal privacy data;

---Integrity verification. It is advisable to use the SM3 national cryptographic algorithm to verify the integrity and origin of the data.

9.3.2 Access control and auditing shall be implemented, including but not limited to.

---Biometric authentication. Employing dual authentication of "ID card and facial recognition" to ensure the authenticity of the operator's identity;

---Operational behavior auditing. Records operation logs for business processing, document downloads, printing, etc., supporting multi-dimensional analysis by personnel, time, and operation type. To trace back.

9.4 Content Security

9.4.1 All content displayed on self-service terminals should be legal, compliant, accurate, standardized, secure, and controllable. Content review and security management responsibilities should be implemented. To prevent risks such as content tampering and unauthorized insertion, and to ensure the authenticity, authority, and security of service content.

9.4.2 Content display should meet the following requirements, including but not limited to.

---The information displayed on the self-service terminal, such as the name of the service, required documents, processing procedures, and policy basis, should be consistent with that displayed on the mobile and PC terminals. (End) Keep it consistent;

---The interface text should use standard simplified Chinese, be concise and clear, highlight the core information, and clearly display numbers, dates, units of measurement, etc. Complies with the relevant provisions of GB/T 7408 (all parts);

---Content security self-checks should be conducted regularly, including but not limited to embedded advertisements, content errors, and risks of tampering; Content security shall comply with the provisions of GB/T 39786.

9.4.3 Prohibited requirements include, but are not limited to.

---Inserting commercial advertisements and pushing information unrelated to government services;

--- Displaying content that is pornographic, violent, superstitious, illegal, or that harms national or public interests;

---Leaking sensitive information such as users' personal details and application records;

---Content involving state secrets or work secrets.

9.4.4 Content anti-tampering requirements include, but are not limited to.

---A content security protection system for self-service terminals should be established to ensure that the service content cannot be tampered with throughout the entire process;

---A content integrity verification mechanism should be established. If content tampering is detected, the service should be suspended immediately and an alarm should be triggered.

10.1 Data Analysis

10.1.1 General Requirements Each region should establish a unified self-service terminal management platform to monitor the operational data of self-service terminals in the region and support the statistical analysis of the operational data. Analysis and application.

10.1.2 Data Acquisition

10.1.2.1 It should connect to the national integrated government service platform or provincial government service platform, providing terminal site deployment, item lists, and "good/bad" information. Feedback and other data.

10.1.2.2 It should support the collection of data on self-service terminal service items, including but not limited to information such as item name and processing time.

10.1.2.3 It should support the collection of data from self-service terminal devices, including but not limited to information such as their own consumables and maintenance status.

10.1.3 Statistical Analysis

10.1.3.1 Data statistical analysis should be provided through the self-service terminal management platform.

10.1.3.2 Visualization services should be provided, supporting display in the form of histograms, line charts, pie charts, etc.

10.1.3.3 can provide terminal distribution maps, application service popularity statistics, terminal service popularity statistics, and hourly service peak period analysis.

10.1.3.4 The statistical analysis results should be fed back to the government service management agency to facilitate the optimization of site deployment, improvement of service quality, and enhancement of management. efficacy.

10.2.1 Management Requirements

10.2.1.1 Government service management agencies, government service implementation agencies, and technology providers should establish a work coordination mechanism to regularly study and resolve issues. To address the challenges in promoting self-service, we should encourage more services to be handled independently and establish a sound self-service system. It is advisable to strengthen cooperation with government service outlets and community centers. We will cooperate with network outlets to expand our service scope and channels.

10.2.1.2 The management requirements for government service management agencies include, but are not limited to.

---Responsible for the overall planning and system construction of self-service work in this region;

---Responsible for promoting the use of self-service terminals in this region;

---Organize and promote the streamlining of self-service items in this region;

---Management and training of self-service area guides;

---Establish and improve the coordination mechanism for self-service work in this region;

---Guidance on the construction and management of self-service areas at all levels in this region;

---Coordinate with the technical department to ensure the successful development of self-service terminal functions and equipment management;

---Responsible for supervising and assessing the progress of self-service initiatives in this region.

10.2.1.3 The management requirements for government service implementation agencies include, but are not limited to.

---Responsible for compiling a list of self-service items within the department;

---Responsible for providing business training and compiling service guides for self-service matters within this department;

---Responsible for process reengineering and service optimization of relevant matters;