LD/T 03-2020 in English
VALIDSpecification of conduct for the staff of public employment and talent service
- Issued on:2020-11-16
- Implemented on:2021-01-01
- File Format:PDF
- Delivery:Via email within 1~3 business days
$156.00
本标准规定了公共就业和人才服务窗口服务人员的基本要求、行为要求、服务评价与改进。
本标准适用于各类公共就业和人才服务机构的窗口服务人员。
Introduction
Interpretation of the core content of the standard
This standard has established 7 basic service mechanisms including first-question responsibility system and time-limited completion, forming a full-process standard system of "pre-preparation-in-process service-post-event evaluation". It particularly emphasizes the principle of service disclosure, requiring window personnel to disclose their identities, commitments and service standards.
Comparison of three dimensions of service behavior
| Dimensions | Traditional requirements | Innovations in this standard | Key points for implementation |
|---|---|---|---|
| Service process | Segmented service | Full-process agency system | Establish a service tracking ledger |
| Evaluation mechanism | Mainly based on year-end assessment | Real-time multi-dimensional evaluation | Connecting to the government "good and bad review" system |
| Language specification | Principled requirements | Positive and negative list management | Appendix AB provides 52 specific examples |
Digital transformation requirements
Article 5.6.6 of the standard clearly requires that service behaviors must comply with 9 GB/T standards, among which GB/T 32623 stipulates the specifications for digital processing of archives. A talent center in a certain city has shortened the average processing time by 40% by deploying an intelligent calling system and an electronic archive management system.
Implementation Suggestions
- Training System Construction: It is recommended to conduct scenario-based drills every quarter, focusing on training the 12 types of prohibited language scenarios listed in Appendix B
- Technical Empowerment: Connect the evaluation channels in Article 6.1.3 of the standard with the government service platform to realize the automatic triggering of the rectification process by bad reviews
- Cultural Cultivation: Establish a "Service Star" selection mechanism to strengthen positive incentives
Standard Evolution Analysis
This standard incorporates the requirements of five special documents of the Ministry of Human Resources and Social Security from 2014 to 2020, especially the transformation of the "good and bad reviews" system of Document No. 51 of the State Council [2019] into specific service evaluation clauses in Chapter 6, reflecting the shift from administrative management to service orientation.
Loading PDF document...
Error loading PDF. Please make sure the file is valid and try again.
We also recommend
-
LD/T 04-2020 in English
Specifications for personnel archive safety management for the floating population
2020-11-16 -
LD/T 06-2022 in English
Requirements for the collection and release of human resources supply and demand information
2022-12-10
