GB/T 39734-2020 in English

Background of Standard Formulation and Technological Evolution

As a supporting technical specification for implementing the General Office of the State Council's "Opinions on Establishing a 'Good and Bad Evaluation' System for Government Services", this standard has for the first time constructed an evaluation system covering all scenarios of on-site services and online services. Compared with traditional satisfaction surveys, its technological breakthroughs are reflected in:

Core content analysis

1. Dual-track evaluation channel system

Chapter 6 of the standard innovatively establishes a collaborative mechanism between the on-site evaluator and the online evaluation page:

• On-site channel: The window must be equipped with an evaluation terminal, and Article 5.2 specifically stipulates that the QR code evaluation must be bound to the receipt of the case
• Online channel: Article 7.3.2 clearly states that the system must automatically push the evaluation page with the details of the matter

2. Three-level classification system for negative reviews

Chapter 9 divides negative reviews into:

Implementation suggestions

1. Technical guarantee measures

Based on the requirements of Article 8.2, it is recommended that:

• Deploy a blockchain evidence storage system to ensure that the evaluation data is tamper-proof
• Establish an evaluation behavior analysis model to identify abnormal data such as fake orders

2. Internal management optimization

Refer to clause 10.2:

• Incorporate the negative review rectification rate into the KPI assessment indicator
• Establish a three-level review mechanism for negative review appeals