蚌埠市行政服务中心服务标准化建设实施方案

蚌埠市行政服务中心文件 蚌行字„2009‟4号 关于印发蚌埠市行政服务中心 服务标准化建设实施 方案 气瓶 现场处置方案 .pdf气瓶 现场处置方案 .doc见习基地管理方案.doc关于群访事件的化解方案建筑工地扬尘治理专项方案下载 的通知 各科室、各窗口: 现将《蚌埠市行政服务中心服务标准化建设实施方案》印发给你们～请遵照执行。 二00九年三月二日 抄送:市质量技术监督局 the characteristics of services for leaders. Office property determines the features of Office information work. Before the decision, to collect information, provide the basis for scientific leadership decision; after the decision to collect various reflecting and implementation, provides support for leadership judgment and sound decision-making. Therefore, comrades from the policy makers working in the information point of view and research issues, the basic premise of this is doing a good job. At present and for a time, information report focuses on, the city's economic and social development of, new ideas, new initiatives, new experiences, new issues, important social conditions and public opinion, major emergencies and of economic and social development orientation, the sign problem and forecast information. Second, to strive to improve the quality of information. Quality is the life of information, a good piece of information to help decision making, a distortion of the information could lead to wrong decisions. Improve the quality of information, our focus is "accurate, full and deep, precise, fast" on hard work. "Quasi", is to ensure the authenticity of information and improve the relevance of information. Information submitted to the Government departments at all levels, must come from objective reality and reflect things as they are, must be realistic and must not have any false contents, not to misrepresent and false positives, as well as news, more news. "Full" is to pay attention to the comprehensiveness of the information, all-round, wide-ranging and multi-angle to collect and report information, reflecting not only the phenomenon also reflects the essence. "Deep" is the information depth. Should be good through the phenomena of nature, things hidden behind deepmatters to in half months within to municipal government feedback results; on situation complex, and workload big of supervision matters, to in January within will implementation situation to municipal government feedback; on proposed clear time requirements of, to in provides time within settles and report; on NPC Representative recommends, and CPPCC members proposal to handle a, and feedback a pieces, not drag not pressure. To implement the reporting system, on the County (district) and departments of supervision, supervision of the Municipal Government will inform the quarterly summary, not paying attention to the supervision work attitudes, finger-pointing, giving work to some extent, give notice of criticism. To improve the appraisal system, the future system of government supervision examination once a year, the city government offices will County (district) and the sector ranked, informed the assessment results, give recognition to outstanding achievements. 2, stick to the Center, improving quality, good job information. Complete control of information is both levels of Government, for decision making and to guide the work of the important means of leading organs with practice, social, the masses, improved style of important content. Timely, accurate information to the municipal government, and departments at all levels is an important work of the Office. At work, one is to highlight 蚌埠市行政服务中心服务标准化建设实施方案 为深入实践科学发展观～进一步提高管理和运行质量～提升服务水平～实现行政审批服务标准化～市行政服务中心,以下简称中心,计划于2009年3月至2009年8月开展服务标准化建设活动。积极探索实施标准化管理运行的新模式～建立以规范服务为核心、以效能提升为重点、以监督制约为保障、以便民亲商为目的的行政审批服务标准化体系～使“服务质量目标化、服务方法规范化、服务过程程序化”～实现从制度化管理向标准化管理的提升～充分发挥中心在深化行政审批制度改革、促进依法行政和优化经济发展环境中的平台作用～更好地满足投资者、企业和人民群众的服务需求。 一、目标任务 1、建立特色化的服务标准体系。根据行政审批服务发展的要求～建立健全适合中心工作需要、有中心特色的服务标准体系～将服务事项办理、服务窗口管理和日常事务处理规则纳入标准化管理～实现“有人就有工作标准～有事就有质量标准～有物就有管理标准”～标准覆盖率达到90%以上。 2、促进审批服务质量大提升。全面贯彻执行法律法规、行业标准、地方标准～从服务设施、标志、环境到服务质量、管理等全过程标准贯彻实施率达到95%以上。全面组织实施服务标准体系～坚持公正公开～阳光操作～按标准理事～按标准管人～使服务意识进一步增强～服务态度进一步端正～服务行为进一步规范～服务效能进一步提升～服务质量进一步提高～服务纪律进一步加强。 the characteristics of services for leaders. Office property determines the features of Office information work. Before the decision, to collect information, provide the basis for scientific leadership decision; after the decision to collect various reflecting and implementation, provides support for leadership judgment and sound decision-making. Therefore, comrades from the policy makers working in the information point of view and research issues, the basic premise of this is doing a good job. At present and for a time, information report focuses on, the city's economic and social development of, new ideas, new initiatives, new experiences, new issues, important social conditions and public opinion, major emergencies and of economic and social development orientation, the sign problem and forecast information. Second, to strive to improve the quality of information. Quality is the life of information, a good piece of information to help decision making, a distortion of the information could lead to wrong decisions. Improve the quality of information, our focus is "accurate, full and deep, precise, fast" on hard work. "Quasi", is to ensure the authenticity of information and improve the relevance of information. Information submitted to the Government departments at all levels, must come from objective reality and reflect things as they are, must be realistic and must not have any false contents, not to misrepresent and false positives, as well as news, more news. "Full" is to pay attention to the comprehensiveness of the information, all-round, wide-ranging and multi-angle to collect and report information, reflecting not only the phenomenon also reflects the essence. "Deep" is the information depth. Should be good through the phenomena of nature, things hidden behind deepmatters to in half months within to municipal government feedback results; on situation complex, and workload big of supervision matters, to in January within will implementation situation to municipal government feedback; on proposed clear time requirements of, to in provides time within settles and report; on NPC Representative recommends, and CPPCC members proposal to handle a, and feedback a pieces, not drag not pressure. To implement the reporting system, on the County (district) and departments of supervision, supervision of the Municipal Government will inform the quarterly summary, not paying attention to the supervision work attitudes, finger-pointing, giving work to some extent, give notice of criticism. To improve the appraisal system, the future system of government supervision examination once a year, the city government offices will County (district) and the sector ranked, informed the assessment results, give recognition to outstanding achievements. 2, stick to the Center, improving quality, good job information. Complete control of information is both levels of Government, for decision making and to guide the work of the important means of leading organs with practice, social, the masses, improved style of important content. Timely, accurate information to the municipal government, and departments at all levels is an important work of the Office. At work, one is to highlight 3、争创省级优质服务名牌。通过实施行政审批服务标准体系新机制～规范服务行为～提升行政效能～优化审批环境～力争在加强中心自身建设、推进管理创新和建立行为规范、运转协调、公正透明、廉洁高效的行政管理体制上取得明显成效～争创安徽省优质服务名牌。 二、标准体系内容 1、服务基础标准。主要是指中心标准化管理基本规定、方针目标 管理制度 档案管理制度下载食品安全管理制度下载三类维修管理制度下载财务管理制度免费下载安全设施管理制度下载 及服务标准化编写要求等标准～包括行政审批服务术语、服务分类、服务标准的类型、文件编写要求以及标志、图形符号等方面的通用标准。 2、服务质量标准。主要是指窗口实施服务行为的依据和规范～包括窗口每一个行政审批事项名称、设定依据、申请材料、办理程序、承诺时限、收费项目和标准、公开方式以及审批流程图等具体质量标准。 3、服务管理标准。具体包括中心管理、项目管理、窗口管理、服务规范、人员管理、工作纪律、考评考核、政务公开、宣传报道、安全教育、环境卫生、网络管理、设备与基础设施管理、党风廉政建设等管理方面的标准。 4、服务工作标准。包括通用工作标准、领导工作标准及窗口人员工作标准和中心科室人员工作标准～做到“岗岗有标准规范～人人按标准履职”～使每个工作人员言行有规范、办事有程序、操作有原则、服务有方向。 三、时间安排和主要工作 (一)宣传发动阶段,2009年3月, 1、外出学习考察服务标准化建设成功做法和经验。 2、全员动员～宣传服务标准化建设的目的、意义和技术标准～统一思想～提高全员标准化意识,对服务标准化建设工作进行安 -round, wide-n, allrmatiomisrepresent and false positives, as well as news, more news. "Full" is to pay attention to the comprehensiveness of the infot come from objective reality and reflect things as they are, must be realistic and must not have any false contents, not to s, musity of information and improve the relevance of information. Information submitted to the Government departments at all levelality of information, our focus is "accurate, full and deep, precise, fast" on hard work. "Quasi", is to ensure the authentiche qua good piece of information to help decision making, a distortion of the information could lead to wrong decisions. Improve t roblem and forecast information. Second, to strive to improve the quality of information. Quality is the life of information,sign ps, important social conditions and public opinion, major emergencies and of economic and social development orientation, the tion report focuses on, the city's economic and social development of, new ideas, new initiatives, new experiences, new issueemise of this is doing a good job. At present and for a time, informamaking. Therefore, comrades from the policy makers working in the information point of view and research issues, the basic pr-, provides support for leadership judgment and sound decisiontationormation, provide the basis for scientific leadership decision; after the decision to collect various reflecting and implemenservices for leaders. Office property determines the features of Office information work. Before the decision, to collect infthe characteristics of 2ton to the municipal government, and departments at all levels is an important work of the Office. At work, one is to highlighormatimportant means of leading organs with practice, social, the masses, improved style of important content. Timely, accurate infinformation. Complete control of information is both levels of Government, for decision making and to guide the work of the id job informed the assessment results, give recognition to outstanding achievements. 2, stick to the Center, improving quality, gooof government supervision examination once a year, the city government offices will County (district) and the sector ranked, To improve the appraisal system, the future system pointing, giving work to some extent, give notice of criticism. -udes, fingersupervision of the Municipal Government will inform the quarterly summary, not paying attention to the supervision work attitsion, dback a pieces, not drag not pressure. To implement the reporting system, on the County (district) and departments of superviin provides time within settles and report; on NPC Representative recommends, and CPPCC members proposal to handle a, and fee, to , to in January within will implementation situation to municipal government feedback; on proposed clear time requirements ofin half months within to municipal government feedback results; on situation complex, and workload big of supervision matters ion depth. Should be good through the phenomena of nature, things hidden behind deepmatters toangle to collect and report information, reflecting not only the phenomenon also reflects the essence. "Deep" is the informat-ranging and multi 排部署,派员参加标准化业务培训～邀请专家授课、培训～加深全员对服务标准化的理解～牢固树立标准化服务理念。 3、成立服务标准化建设组织机构～制定实施方案～明确专,兼,职服务标准化工作人员及其职责和权限。 (二)制定标准阶段,2009年4月, 1、收集适用于中心服务标准化建设的国家标准、行业标准、地方标准～力争不遗漏。 2、收集上级机关针对中心的和中心正在实施的制度、 规章 94财务与会计管理规章人事管理规章94财务与会计管理规章企业规章制度介绍肿瘤科规章制度 ～确保不遗漏。 3、对涉及中心所有需要制定标准的审批服务项目和环节进行清理～列出标准制定目录～并反复征求意见～对标准目录予以修订和完善～力争达到标准全覆盖。 4、根据服务标准制定目录～明确时间和进度～分解责任和任务制定标准。对收集的标准、制度和规章等归类编号～本着“有标采标、无标制标、缺标补标”的原则～编写制适合中心需要的服务标准体系～确保服务提供有据可依组织全员对基本成型的服务标准进行讨论～集思广益～进一步修改和完善。编写过程中～特别要对审批服务项目的办理规程全面优化～力求每个事项都“程序最简、时间最短、环节最少、效率最高”。 5、按照结构合理、层次清楚、配套完善、简便适用的要求～处理好标准化与特色化的关系～建立包括服务基础标准、服务质量标准、服务管理标准、服务工作标准的服务标准体系并审定发布。 (三)标准实施自评阶段,2009年5月-7月, 1、采取多种多样的形式～对发布的标准体系进行宣贯和培训。全员参训率达95,以上～使各岗位人员能掌握相关标准～具备一定标准化知识。 2、全面实施标准体系～加强标准实施管理。用标准规范服务～ 3 靠服务完善标准～培养良好的行为习惯～将标准化服务变为自觉行动～同时做好标准实施的相关记录。结合工作实践～对标准进行完善提高。 3、及时开展标准实施情况检查、指导、督导工作～开通内、外部监督渠道～接收反馈意见。做好标准实施检查记录和问题处理记录。 4、适时成立内审小组～开展内部审核。查明服务标准体系实施效果是否达到了要求～及时发现存在的问题～按照“我纠我错、我错我改”的要求～修改调整体系文件～采取纠正和预防措施～不断完善服务标准。 5、建立服务标准化工作持续改进的程序或制度～制定工作方案或计划～并做好检查、评审、纠错等持续改进的记录～进一步提高标准体系的符合性、充分性和有效性～真正发挥服务标准化的长效机制作用。 ,四,确认申请阶段,2009年8月, 1、对标准化实施情况进行全面总结～确认成功经验和做法～查找和 分析 定性数据统计分析pdf销售业绩分析模板建筑结构震害分析销售进度分析表京东商城竞争战略分析 问题和不足～提出改进提高的方法措施。 2、对照《服务标准化试点评估计分表》自查～自查达标后～收集整理所有确认材料～按照先后顺序汇编成册～报市质监局初审。 3、通过初审后～按照要求填报《安徽省服务标准化试点单位确认 申请表 食品经营许可证新办申请表下载调动申请表下载出差申请表下载就业申请表下载数据下载申请表 》～并准备好材料向省质监局提出确认申请。 四、组织保障 成立以市行政服务中心常务副主任为组长～副主任等为副组长,科室和各窗口首席代表为组员的服务标准化工作领导小组～领导小组下设办公室。 五、工作要求 -round, wide-n, allrmatiomisrepresent and false positives, as well as news, more news. "Full" is to pay attention to the comprehensiveness of the infot come from objective reality and reflect things as they are, must be realistic and must not have any false contents, not to s, musity of information and improve the relevance of information. Information submitted to the Government departments at all levelality of information, our focus is "accurate, full and deep, precise, fast" on hard work. "Quasi", is to ensure the authentiche qua good piece of information to help decision making, a distortion of the information could lead to wrong decisions. Improve t roblem and forecast information. Second, to strive to improve the quality of information. Quality is the life of information,sign ps, important social conditions and public opinion, major emergencies and of economic and social development orientation, the tion report focuses on, the city's economic and social development of, new ideas, new initiatives, new experiences, new issueemise of this is doing a good job. At present and for a time, informamaking. Therefore, comrades from the policy makers working in the information point of view and research issues, the basic pr-, provides support for leadership judgment and sound decisiontationormation, provide the basis for scientific leadership decision; after the decision to collect various reflecting and implemenservices for leaders. Office property determines the features of Office information work. Before the decision, to collect infthe characteristics of 4ton to the municipal government, and departments at all levels is an important work of the Office. At work, one is to highlighormatimportant means of leading organs with practice, social, the masses, improved style of important content. Timely, accurate infinformation. Complete control of information is both levels of Government, for decision making and to guide the work of the id job informed the assessment results, give recognition to outstanding achievements. 2, stick to the Center, improving quality, gooof government supervision examination once a year, the city government offices will County (district) and the sector ranked, To improve the appraisal system, the future system pointing, giving work to some extent, give notice of criticism. -udes, fingersupervision of the Municipal Government will inform the quarterly summary, not paying attention to the supervision work attitsion, dback a pieces, not drag not pressure. To implement the reporting system, on the County (district) and departments of superviin provides time within settles and report; on NPC Representative recommends, and CPPCC members proposal to handle a, and fee, to , to in January within will implementation situation to municipal government feedback; on proposed clear time requirements ofin half months within to municipal government feedback results; on situation complex, and workload big of supervision matters ion depth. Should be good through the phenomena of nature, things hidden behind deepmatters toangle to collect and report information, reflecting not only the phenomenon also reflects the essence. "Deep" is the informat-ranging and multi 1、提高认识。开展服务标准化建设工作是一项提高中心管理水平和服务水平的重要工作～各科室和窗口要提高认识～统一思想。各窗口要及时向后方单位汇报窗口标准化建设工作情况～积极争取重视和支持～形成单位和窗口联动的工作局面～推动中心服务标准化建设有效开展。 2、强化责任。各科室和窗口要根据中心服务标准化建设实施方案～认领任务～责任到人。做到中心上下人人都参与～人人有任务～人人有责任。 3、明确目标。各科室和窗口要从中心的工作性质和特点出发～紧密结合各自岗位特点～本着符合实际、方便简捷、科学严谨、易于操作的原则～起草、试验、修改、送审工作标准和管理标准～确保所涉工作范围标准全覆盖并有效运行。 5