ICS 03.080 CCS A12 /4601 海口市 地方标准 DB4601/T 5—2022 12345政务服务便民热线服务规范 Service specification for 12345 government service convenience hotline 2022-12-02发布 2022-12-30实施 海口市市场监督管理局 发布 DB4601/T 5 —2022 I 目次 前言 ................................ ................................ ................ III 1 范围 ................................ ................................ ............... 1 2 规范性引用文件 ................................ ................................ ..... 1 3 术语和定义 ................................ ................................ ......... 1 4 基本要求 ................................ ................................ ........... 2 4.1 机构设置及职责 ................................ ................................ . 2 4.2 场地要求 ................................ ................................ ....... 3 4.3 设施设备要求 ................................ ................................ ... 3 4.4 人员要求 ................................ ................................ ....... 4 5 工作机制 ................................ ................................ ........... 4 6 受理范围及诉求事项分类 ................................ ............................. 4 6.1 受理范围 ................................ ................................ ....... 4 6.2 诉求事项分类及处理 ................................ ............................. 5 7 工作流程 ................................ ................................ ........... 5 7.1 工作流程图 ................................ ................................ ..... 5 7.2 受理 ................................ ................................ ........... 5 7.3 办理 ................................ ................................ ........... 5 7.4 回复 ................................ ................................ ........... 6 7.5 反馈 ................................ ................................ ........... 6 7.6 审核 ................................ ................................ ........... 6 7.7 回访 ................................ ................................ ........... 7 7.8 督办 ................................ ................................ ........... 7 7.9 办结 ................................ ................................ ........... 8 7.10 归档 ................................ ................................ .......... 8 8 分析研判 ................................ ................................ ........... 8 8.1 重大紧急信息 ................................ ................................ ... 8 8.2 常规信息 ................................ ................................ ....... 9 8.3 专题信息 ................................ ................................ ....... 9 8.4 新闻信息 ................................ ................................ ....... 9 9 知识库管理 ................................ ................................ ......... 9 9.1 基本要求 ................................ ................................ ....... 9 9.2 职责要求 ................................ ................................ ....... 9 9.3 知识点提供要求 ................................ ................................ 10 9.4 知识点反馈及解读 ................................ .............................. 10 10 考核 ................................ ................................ ............. 10 10.1 热线前台考核 ................................ ................................ . 10 10.2 热线成员单位考核 ................................ ............................. 11 DB4601/T 5 —2022 II 11 服务评价与改进 ................................ ................................ ... 11 11.1 评价 ................................ ................................ ......... 11 11.2 改进 ................................ ................................ ......... 11 附录A（资料性） 文明服务用语 ................................ ........................ 12 附录B（规范性） 诉求事项分类及处理流程 ................................ .............. 15 附录C（规范性） 海口12345热线紧急类办件分类明细表 ..............