GB/T 36112-2018 in English
VALIDSpecification for service site management of administrative service centre
- Issued on:2018-03-15
- Implemented on:2018-07-01
- File Format:PDF
- Delivery:Via email within 1~3 business days
$214.00
《GB/T 36112-2018政务服务中心服务现场管理规范》由TC594（全国行政管理和服务标准化技术委员会）归口，TC594SC2（全国行政管理和服务标准化技术委员会政务服务分会）执行，主管部门为国务院办公厅。
Introduction
Interpretation of GB/T 36112—2018 National Standard of the People's Republic of China
| Standard Dimensions | GB/T 36112—2018 Requirements | Comparative Analysis |
|---|---|---|
| Responsibilities of Management Subjects | The center, the stationed departments and the service providers shall clearly divide the responsibilities to ensure the effective promotion of management work. | Compared with the GB/T 32169 series of standards, detailed management requirements for specific functional areas of the service site are added. |
| Staff Service Specifications | Includes specific requirements for appearance, behavior and standardized service terms. | The specific behavioral norms for service providers have been refined to improve the measurability of service quality. |
| Spatial layout and signage | The design should be reasonable in accordance with the principle of functional area division and meet the requirements of relevant safety sign standards. | Added specific requirements for public information graphic symbols to ensure clear guidance. |
Explanation of professional terms and actual cases
Service site: refers to the place where consultation and processing services are directly provided to the public, such as the hall of the government service center.
Service provider: includes window staff, consultation guides, and support personnel such as security and cleaning.
Implementation Recommendations Chapter
1. Training and Publicity: Regularly conduct standard training for service providers to ensure that they are familiar with various management requirements. At the same time, enhance awareness of the standards through internal publicity and public education.
2. Facility and Equipment Update: Regularly check and update relevant facilities and equipment according to standard requirements to ensure that they function properly and meet specifications.
3. Continuous Improvement Mechanism: Establish an effective supervision and feedback system to promptly identify problems and make corrections, and continuously improve the level of service site management.
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