出租汽车服务质量信誉考核办法(试行)

出租汽车服务质量信誉考核办法(试行) 交通运输部文件 交运发[2011]463号 关于印发《出租汽车服务质量信誉考核办法(试行)》的通知 各省、自治区、直辖市、新疆生产建设兵团交通运输厅(局、委): 现将《出租汽车服务质量信誉考核办法(试行)》印发给你们，请结合各地实际，认 真贯彻落实。 二,一一年八月二十六日 出租汽车服务质量信誉考核办法(试行) 第一章 总 则 第一条 为规范出租汽车经营行为，建立完善出租汽车行业诚信体系，提升出租汽车服务 水平，根据国家有关规定，制定本办法。 第二条 出租汽车服务质量信誉考核，应当遵守本办法。 出租汽车服务质量信誉考核，包括对出租汽车企业和驾驶员的服务质量信誉考核。 第三条 出租汽车服务质量信誉考核工作应当遵守公开、公平、公正的原则。 第四条 交通运输部负责指导全国出租汽车服务质量信誉考核工作。 县级以上人民政府交通运输主管部门负责组织领导本行政区域内的出租汽车服务质量信誉考核工作。 县级以上道路运输管理机构(含出租汽车管理机构，下同)具体实施本行政区域内的出 租汽车服务质量信誉考核工作。 第二章 服务质量信誉考核等级 and special tools for emergency response equipment and facilities. Emergency preparedness and response plan 1) emergency response (1) If a major accident occurs, the project should set up emergency response teams, chaired by the project manager, head of production and safety coordinators, professional foreman for the crew, primarily responsible for the orderly rescue when an emergency occurs or processing, outsourcing, team manager and support staff, assisting the Deputy Project Manager for related auxiliary work. (2) after the accident, the project manager is responsible for field commander, advance the establishment of emergency response team personnel, accountability, seriously injured officers sent out rescue, have procedures to deal with accidents, incidents, maximum reduction in casualties and property loss. (3) If an accident occurs, press Division in advance for emergency personnel cleared, concentrate manpower and material and financial resources to rescue the injured, decrease of the maximum loss. (4) after the accident processing work (5) identified the cause of the accident and the person responsible. (6) the written report to the supervisor in writing, including the time and place of the accident, injury (death) person's name, sex, age, trades, injuries, injuries. (7) the development of effective preventive measures to prevent such accidents from happening again. (8) education of all personnel of the organization. (9) informed criticism of those responsible. (10) all personnel read out the results, and responsible disposal. (11) maintenance of emergency supplies, maintenance and testing ? strengthening the day-to-day management of the various fire fighting equipment fire-fighting equipment, authorities should be staffed, equipped with fire extinguishers. Fire hydrants identified person responsible for regularly inspecting, testing, at any time in good condition. ? Guard monthly check-fire extinguishers and fire-fighting equipment. ? once every quarter, inspections and tests of a fire hydrant in good condition. 2), plans to develop (1) casualties occurred in construction, such as accidents or accidents of the direct economic 第五条 出租汽车企业和驾驶员服务质量信誉考核等级分为优良、合格、基本合格和不合 格，分别用AAA级、AA级、A级和B级表示。 第六条 出租汽车企业服务质量信誉考核指标包括: (一)企业管理指标: 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 、 合同 劳动合同范本免费下载装修合同范本免费下载租赁合同免费下载房屋买卖合同下载劳务合同范本下载 管理、驾驶员权益保障、信息化建设、服务质量 信誉档案、保险、企业文化、职工教育培训等情况; (二)安全运营指标:安全责任落实、交通责任事故率、交通责任事故伤人率、交通责 任事故死亡率等情况; (三)经营行为指标:交通违法行为、经营违法行为等情况; (四)运营服务指标:车容车貌、服务评价、乘客投诉及处理、媒体曝光等情况; (五)社会责任指标:维护行业稳定、节能减排与环保等情况; (六)加分项目:正负及部门表彰奖励、社会公益、新能源出租汽车使用等情况。 第七条 出租汽车企业服务质量信誉考核实行基准分值为1000分的计分制，另外加分 分值为100分。考核周期为每年的1月1日至12月31日。 第八条 出租汽车企业服务质量信誉等级按照下面 标准 excel标准偏差excel标准偏差函数exl标准差函数国标检验抽样标准表免费下载红头文件格式标准下载 行评定: (一)考核周期内综合得分在850分以上，且其出租汽车驾驶员服务质量信誉等级为AA 级以上的比例不少于90%的，为AAA级; (二)考核周期内综合得分在700分至849分之间的，或者综合得分在50分以上，但其出租汽车驾驶员服务质量信誉考核等级为AA级以及以上的比例低于90%的，为AA级; (三)考核周期内综合得分在600分至699分之间的，为A级; (四)考核周期内有下列情形之一的，考核等级为B级: 1.综合得分在600分以下的; 2(出租汽车驾驶员有20%以上服务质量信誉等级考核等级为B级的。 3.发生一次死亡3人以上交通事故且负同等或主要责任的; 4.发生一次特大恶性服务质量事件的; 5(违反法律法规，组织或引发影响社会公共秩序，损害社会公共利益的停运事件的; 6(损害出租汽车驾驶员合法利益，造成严重后果或引起重大信访事件发生的; 7(不参加服务质量信誉考核工作的。 出租汽车企业在考核周期内经营少于6个月的，其服务质量信誉考核等级最高为AA级。 第九条 出租汽车驾驶员服务质量信誉考核内容包括: (一)遵守法规:遵守相关法律、法规、规章等情况; strengthening the day?sting and teible. (10) all personnel read out the results, and responsible disposal. (11) maintenance of emergency supplies, maintenance h accidents from happening again. (8) education of all personnel of the organization. (9) informed criticism of those responsnt sucry (death) person's name, sex, age, trades, injuries, injuries. (7) the development of effective preventive measures to prevee person responsible. (6) the written report to the supervisor in writing, including the time and place of the accident, injuand the the injured, decrease of the maximum loss. (4) after the accident processing work (5) identified the cause of the accident press Division in advance for emergency personnel cleared, concentrate manpower and material and financial resources to rescucurs, , have procedures to deal with accidents, incidents, maximum reduction in casualties and property loss. (3) If an accident ocr, advance the establishment of emergency response team personnel, accountability, seriously injured officers sent out rescuemmandehe Deputy Project Manager for related auxiliary work. (2) after the accident, the project manager is responsible for field cosible for the orderly rescue when an emergency occurs or processing, outsourcing, team manager and support staff, assisting tresponms, chaired by the project manager, head of production and safety coordinators, professional foreman for the crew, primarily ness and response plan 1) emergency response (1) If a major accident occurs, the project should set up emergency response teaand special tools for emergency response equipment and facilities. Emergency prepareddents or accidents of the direct economiccasualties occurred in construction, such as acci once every quarter, inspections and tests of a fire hydrant in good condition. 2), plans to develop (1)?fighting equipment. -fire extinguishers and fire- Guard monthly check?at any time in good condition. ble for regularly inspecting, testing, fighting equipment, authorities should be staffed, equipped with fire extinguishers. Fire hydrants identified person responsi-day management of the various fire fighting equipment fire-to-2 (二)安全生产:参加教育培训和发生交通责任事故等情况; (三)经营行为:发生交通违法行为、经营违法行为等情况; (四)运营服务:文明优质服务、维护乘客权益、乘客投诉等情况。 第十条 出租汽车驾驶员服务质量信誉考核实行基准分值为20分的计分制，另外加分分值为10分。计分周期为12个月，从初次领取从业资格证件之日起计算。取得从业资格证件 但在考试周期内未注册在岗的，不参加服务质量信誉考核。违反服务质量信誉考核指标的，一次扣分分值分别为:1分、3分5分、10分、20分五种。扣至0分为止。 出租汽车驾驶员服务质量信誉考核加分累计不得超过10分。 第十一条 出租汽车驾驶员服务质量信誉考核等级按照下列标准进行评定: (一)考核周期内综合得分为20分及以上的，考核等级为AAA级; (二)考核周期内综合得分为11,,,分的，考核等级为,,级; (三)考核周期内综合得分为,,,,分的，考核等级为,级; (四)考核周期内综合得分为,分的，考核等级为,级。 出租汽车驾驶员在考核周期内注册在岗时间少于,个月的没其服务质量信誉考核等级最 高为,,级。 第十二条 出租汽车驾驶员有见义勇为、救死扶伤、拾金不昧等先进事迹的，道路运输管 理机构应给予相应加分奖励。 第十三条 市县道路运输管理机构应当建立完善出租汽车服务质量信誉公共信息平台，并在当地主要新闻媒体或本机构网站上即使公布出出租汽车企业和驾驶员服务质量信誉考核结 果以及下一次签注驾驶员服务质量信誉考核时间等信息，方便社会各界查询。 省级道路运输管理机构应当在本机构网站或本级交通运输主管部门网站上公布上一年度 出租汽车企业服务质量信誉考核结果，并在网站上建立查询系统。 第十四条 市县道路运输管理机构应当加强出租汽车市场监管，建立出租汽车企业、驾驶 员服务质量信誉信息收集 制度 关于办公室下班关闭电源制度矿山事故隐患举报和奖励制度制度下载人事管理制度doc盘点制度下载 。 市县道路运输管理机构应当通过信息系统即使记录和更新企业、驾驶员服务质量信誉信 息，并建立与其他部门的信息共享机制。 第三章 企业服务质量信誉考核 第十五条 出租汽车企业服务质量信誉考核工作应当每年进行一次，并在考核周期次年的 3月31日前完成。 第十六条 出租汽车企业应在每年的1月10日前，向所在地市县道路运输管理机构申请 those o prevent such accidents from happening again. (8) education of all personnel of the organization. (9) informed criticism of t, injury (death) person's name, sex, age, trades, injuries, injuries. (7) the development of effective preventive measures tccidencident and the person responsible. (6) the written report to the supervisor in writing, including the time and place of the ao rescue the injured, decrease of the maximum loss. (4) after the accident processing work (5) identified the cause of the acces tent occurs, press Division in advance for emergency personnel cleared, concentrate manpower and material and financial resourrescue, have procedures to deal with accidents, incidents, maximum reduction in casualties and property loss. (3) If an accid nt outield commander, advance the establishment of emergency response team personnel, accountability, seriously injured officers sesting the Deputy Project Manager for related auxiliary work. (2) after the accident, the project manager is responsible for f, assimarily responsible for the orderly rescue when an emergency occurs or processing, outsourcing, team manager and support staffnse teams, chaired by the project manager, head of production and safety coordinators, professional foreman for the crew, prionse (1) If a major accident occurs, the project should set up emergency respoand special tools for emergency response equipment and facilities. Emergency preparedness and response plan 1) emergency respsuch as accidents or accidents of the direct economic ter, inspections and tests of a fire hydrant in good condition. 2), plans to develop (1) casualties occurred in construction, once every quar?fighting equipment. -fire extinguishers and fire- Guard monthly check?ng, testing, at any time in good condition. ities should be staffed, equipped with fire extinguishers. Fire hydrants identified person responsible for regularly inspectifighting equipment, author-day management of the various fire fighting equipment fire-to- strengthening the day?enance and testing responsible. (10) all personnel read out the results, and responsible disposal. (11) maintenance of emergency supplies, maint3 服务质量信誉考核，并如实报送出租汽车企业服务质量信誉档案等材料。出租汽车企业服务质量信誉档案应当包括下列内容: (一)经营者基本情况，包括出租汽车经营许可证、工商执照、从业人员数量、出租汽 车数量、车辆运营证件等情况; (二)企业管理情况，包括管理制度、 劳动合同 劳动合同书模板免费下载企业劳动合同范本下载劳动合同 doc 下载劳动合同法下载劳动合同模板可下载 或经营合同、安装卫星定位系统、电召 服务系统及车载终端设备、企业文化与职工教育培训等情况。 (三)安全运营情况，包括安全责任制度、交通事故责任认定书、交通事故处理等情况。含每次交通责任事故、违章时间、地点、肇事车辆、肇事原因、驾驶员基本情况、死伤人数 及后果等; (四)经营行为情况，包括对驾驶员极爱同违法行为、经营者和驾驶员经营违法行为的 行政处罚等情况; (五)运营服务情况，包括乘客投诉、媒体曝光、核查处理和整改等情况; (六)社会责任情况，包括完成政府指令性任务、车辆能耗和使用节能减排技术等情况; (七)稳定情况，包括影响社会稳定时间的时间、主要原因、事件经过、参加人数、社会 影响和处理等情况; (八)加分项目情况，包括获得政府和部门表彰、社会公益、新能源出租汽车使用等情况。 第十七条 市县道路运输管理机构应当对出租汽车企业报送的材料进行核实。发现有不一 致的，应当组织核查，要求出租汽车企业进行说明。 第十八条 市县道路运输管理机构应当根据《出租汽车企业服务质量信誉考核评分标准》 (见附件1)组织对出租汽车企业服务质量信誉等级进行初评。 市县道路运输管理机构应当在当地主要新闻媒体或本机构网站上对初评结果进行为期10日的公示。对公式结果有异议的，可在公示期内想市县道路运输管理机构申诉或者举报。道 路运输管理机构应当为举报人保密。 第十九条 市县道路运输管理机构应当在公式结束后，对申诉和举报情况进行调查核实， 根据各项指标的考核结果对出租汽车企业的服务质量信誉等级进行评定并逐级上报。 出租汽车企业服务质量信誉考核等级为AA级及以下的，由市级道路运输管理机构核定，并报省级道路运输管理机构备案;考核等级为AAA级的，由省级道路运输管理机构核定，并 与3月31日前报交通运输管理部备案。 第二十条 市县道路运输管理机构、出租汽车企业应当分别建立出租汽车企业服务质量信誉档案，并加强对服务质量信誉档案的管理，即使将相关内容和材料记入服务质量信誉档案。 第四章 驾驶员服务质量信誉考核 nt sucry (death) person's name, sex, age, trades, injuries, injuries. (7) the development of effective preventive measures to prevee person responsible. (6) the written report to the supervisor in writing, including the time and place of the accident, injuand the the injured, decrease of the maximum loss. (4) after the accident processing work (5) identified the cause of the accident press Division in advance for emergency personnel cleared, concentrate manpower and material and financial resources to rescucurs, , have procedures to deal with accidents, incidents, maximum reduction in casualties and property loss. (3) If an accident ocr, advance the establishment of emergency response team personnel, accountability, seriously injured officers sent out rescuemmandehe Deputy Project Manager for related auxiliary work. (2) after the accident, the project manager is responsible for field cosible for the orderly rescue when an emergency occurs or processing, outsourcing, team manager and support staff, assisting tresponms, chaired by the project manager, head of production and safety coordinators, professional foreman for the crew, primarily ness and response plan 1) emergency response (1) If a major accident occurs, the project should set up emergency response teaand special tools for emergency response equipment and facilities. Emergency prepareddents or accidents of the direct economiccasualties occurred in construction, such as acci once every quarter, inspections and tests of a fire hydrant in good condition. 2), plans to develop (1)?fighting equipment. -fire extinguishers and fire- Guard monthly check?at any time in good condition. ble for regularly inspecting, testing, fighting equipment, authorities should be staffed, equipped with fire extinguishers. Fire hydrants identified person responsi-day management of the various fire fighting equipment fire-to- strengthening the day?sting and teible. (10) all personnel read out the results, and responsible disposal. (11) maintenance of emergency supplies, maintenance h accidents from happening again. (8) education of all personnel of the organization. (9) informed criticism of those respons4 第二十一条 出租汽车驾驶员服务质量信誉考核工作每年进行一次。 出租汽车驾驶员应当在服务质量信誉考核周期届满后30日内，持本人的从业资格证件到 当地道路运输管理机构签注服务质量信誉考核等级。 第二十二条 市县道路运输管理机构应当按照《出租汽车驾驶员服务质量信誉考核评分标准》(见附件2)计分，根据出租汽车驾驶员考核周期内综合得分情况评定服务质量信誉考 核等级，并提供查询服务。 第二十三条 出租汽车驾驶员一个考核周期届满，经签注服务质量信誉考核等级后，该考 核周期内的扣分与加分予以清除，不转入下一个考核周期。 第二十四条 出租汽车驾驶员在考核周期内综合得分计至0分的，应当在计至0分之日起15日内，到从业资格管理档案所在地有培训资格的机构，接受不少于18个学时的出租汽车法规、职业道德和安全意识等培训，并凭培训证明到道路运输管理机构办理清除计分手续。 道路运输管理机构应当审核并收存培训证明，在驾驶员从业资格证件上标注培训起止时间，并录入出租汽车驾驶员数据库，清楚培训前的扣分和加分。在本次服务质量信誉考核周 期内，出租汽车驾驶员服务质量信誉考核等级为B级。 第二十五条 对出租汽车驾驶员服务质量信誉考核信息有异议的，可以向市县道路运输管理机构进行举报。经核实举报属实的，应对驾驶员服务质量信誉考核等级信息予以变更。 第二十六条 市县道路运输管理机构、出租汽车企业应当分别建立出租汽车驾驶员服务质 量信誉档案。出租汽车驾驶员服务质量信誉档案应当包括下列内容: (一)基本情况，包括出租汽车驾驶员的姓名、性别、身份证号、住址、联系电话、服务单位、初领驾驶证日期、准驾车型、从业资格证号、从业资格证件领取和变更记录等情况， 以及培训教育等情况。 (二)遵守法规情况，包括查处出租汽车驾驶员违法行为等情况; (三)安全生产情况，包括佳通责任事故的时间、地点、死伤人数、经济损失等情况， 以及交通事故责任认定和处理等情况; (四)经营服务情况，包括乘客投诉，媒体曝光的服务质量事件等情况。 第五章 奖惩措施 第二十七条 市县道路运输管理机构应当将出租汽车企业跟服务质量信誉考核结果作为 配置出租汽车经营权指标的重要依据，并按一下规定执行: t, injury (death) person's name, sex, age, trades, injuries, injuries. (7) the development of effective preventive measures tccidencident and the person responsible. (6) the written report to the supervisor in writing, including the time and place of the ao rescue the injured, decrease of the maximum loss. (4) after the accident processing work (5) identified the cause of the acces tent occurs, press Division in advance for emergency personnel cleared, concentrate manpower and material and financial resourrescue, have procedures to deal with accidents, incidents, maximum reduction in casualties and property loss. (3) If an accid nt outield commander, advance the establishment of emergency response team personnel, accountability, seriously injured officers sesting the Deputy Project Manager for related auxiliary work. (2) after the accident, the project manager is responsible for f, assimarily responsible for the orderly rescue when an emergency occurs or processing, outsourcing, team manager and support staffnse teams, chaired by the project manager, head of production and safety coordinators, professional foreman for the crew, prionse (1) If a major accident occurs, the project should set up emergency respoand special tools for emergency response equipment and facilities. Emergency preparedness and response plan 1) emergency respsuch as accidents or accidents of the direct economic ter, inspections and tests of a fire hydrant in good condition. 2), plans to develop (1) casualties occurred in construction, once every quar?fighting equipment. -fire extinguishers and fire- Guard monthly check?ng, testing, at any time in good condition. ities should be staffed, equipped with fire extinguishers. Fire hydrants identified person responsible for regularly inspectifighting equipment, author-day management of the various fire fighting equipment fire-to- strengthening the day?enance and testing responsible. (10) all personnel read out the results, and responsible disposal. (11) maintenance of emergency supplies, maintthose o prevent such accidents from happening again. (8) education of all personnel of the organization. (9) informed criticism of 5 (一)对近三年服务质量信誉考核等级连续被评为AAA级的出租汽车企业在申请新增出租汽车经营权指标是，可优先考虑，或在出租汽车经营权服务质量招投标时予以加分; (二)对近三年服务质量信誉考核等级连续被评为AA级及以上的出租汽车企业，在申请 出租汽车经营权延续经营是，在符合法定条件下，可优先予以批准; (三)对服务质量信誉考核等级连续两年被评为A级的出租汽车企业，应当督促其加强 内部管理; (四)对服务质量信誉考核等级被评为B级的出租汽车企业，应当责令其限期整改，并 不能参加出租汽车经营权服务质量招投标。 第二十八条 出租汽车企业服务质量信誉考核等级连续三年为AAA级的，交通运输部择优 评为出租汽车行业优秀企业。 省、市级交通运输主管部门分别对服务质量信誉考核等级为AAA级、AA级的出租汽车企 业，颁发证书，视情颂发标牌。AA级以上出租汽车企业在市县交通运输主管部门督导下，可 在出租汽车顶灯或者门外侧等显著位置表示企业服务质量信誉考核等级。 第二十九条 出租汽车企业有下列情形之一的，省、失交通运输主管部门应当按照责任分 工，视不同情形，将其已评定考核等级降级: (一)发生一次死亡3人以上交通事故且负同等或者要责任的 (二)发生一次重特大恶性服务质量事件的; (三)违反法律法规，组织或引发影响社会公共秩序，损害社会公共利益的停运事件的。 第三十条 市县道路运输管理机构应当在服务监督卡上标注出租汽车驾驶员服务质量信 誉考核等级。 鼓励市县道路交通管理机构、出租汽车企业以及相关社团组织对服务质量信誉考核等级 为AAA级及有较高奖励分值的出租汽车驾驶员进行表彰奖励。 第三十一条 出租汽车企业应当加强对服务质量信誉考核等级为B级的出租汽车驾驶员 的教育和管理。 第三十二条 出租汽车驾驶员有下列情形之一的，市县道路运输管理机构应当将其列入 不良记录名当: (一)在考核周期内服务质量信誉考核综合得分为0分，且未按照规定参加培训的; (二)连续两个考核周期服务质量信誉考核等级均为B级的; (三)在一个考核周期内积累综合得分有两次以上为0分的; (四)无正当理由超过规定时间，未签注服务质量信誉考核等级的; (五)发生其它严重违法行为或服务质量事故的。 h accidents from happening again. (8) education of all personnel of the organization. (9) informed criticism of those responsnt sucry (death) person's name, sex, age, trades, injuries, injuries. (7) the development of effective preventive measures to prevee person responsible. (6) the written report to the supervisor in writing, including the time and place of the accident, injuand the the injured, decrease of the maximum loss. (4) after the accident processing work (5) identified the cause of the accident press Division in advance for emergency personnel cleared, concentrate manpower and material and financial resources to rescucurs, , have procedures to deal with accidents, incidents, maximum reduction in casualties and property loss. (3) If an accident ocr, advance the establishment of emergency response team personnel, accountability, seriously injured officers sent out rescuemmandehe Deputy Project Manager for related auxiliary work. (2) after the accident, the project manager is responsible for field cosible for the orderly rescue when an emergency occurs or processing, outsourcing, team manager and support staff, assisting tresponms, chaired by the project manager, head of production and safety coordinators, professional foreman for the crew, primarily ness and response plan 1) emergency response (1) If a major accident occurs, the project should set up emergency response teaand special tools for emergency response equipment and facilities. Emergency prepareddents or accidents of the direct economiccasualties occurred in construction, such as acci once every quarter, inspections and tests of a fire hydrant in good condition. 2), plans to develop (1)?fighting equipment. -fire extinguishers and fire- Guard monthly check?at any time in good condition. ble for regularly inspecting, testing, fighting equipment, authorities should be staffed, equipped with fire extinguishers. Fire hydrants identified person responsi-day management of the various fire fighting equipment fire-to- strengthening the day?sting and teible. (10) all personnel read out the results, and responsible disposal. (11) maintenance of emergency supplies, maintenance 6 县级以上道路运输管理机构应当建立不良记录驾驶员名单数据库，并加强对不良记录驾 驶员培训和管理。 第六章 附 则 第三十三条 本办法所称出租汽车驾驶员，是指取得出租汽车从业资格并在考核周期内 从事出租汽车服务的驾驶人员。 本办法所称出租汽车企业服务质量信誉考核，是指在考核周期内，对出租汽车企业的管 理制度、安全运营、经营行为、运营服务和社会责任等方面的综合评价。 本办法所称出租汽车驾驶员服务质量信誉考核，是指在考核周期内，对驾驶员在出租汽 车服务中遵纪守法、安全生产、经营行为和运营服务等方面的综合评价。 第三十四条 上级道路运输管理机构应当对夏季道路运输管理机构组织开展的服务质量 信誉考核等级工作进行监督检查。 第三十五条 鼓励行业协会等第三方机构参与出租汽车服务质量信誉考核工作。 第三十六条 个体出租汽车经营的服务质量信誉考核，重点考核驾驶员的服务质量信誉。 经营者的服务质量信誉考核，有省级交通运输管理部门参照本办法制定。 第三十七条 省、市交通运输主管部门可依据本办法细化考核标准、奖惩措施等。 第三十八条 本办法自发布之日起实施。 附件1 出租汽车企业服务质量信誉考核评分标准 出租汽车企业服务质量信誉考核评分标准 考 考核项目 核分评分标准 数 管理不按规定建立安全生产、服务质量管理、质量认证、应急员、营运车辆管理、驾 5 制度 驶员管理等制度的，没缺一项扣10分扣完为止。 0 合同4 不与驾驶员规范签订劳动合同或经营合同的，按比例扣分，扣完为止。 管理 0 o prevent such accidents from happening again. (8) education of all personnel of the organization. (9) informed criticism of t, injury (death) person's name, sex, age, trades, injuries, injuries. (7) the development of effective preventive measures tccidencident and the person responsible. (6) the written report to the supervisor in writing, including the time and place of the ao rescue the injured, decrease of the maximum loss. (4) after the accident processing work (5) identified the cause of the acces tent occurs, press Division in advance for emergency personnel cleared, concentrate manpower and material and financial resourrescue, have procedures to deal with accidents, incidents, maximum reduction in casualties and property loss. (3) If an accid nt outield commander, advance the establishment of emergency response team personnel, accountability, seriously injured officers sesting the Deputy Project Manager for related auxiliary work. (2) after the accident, the project manager is responsible for f, assimarily responsible for the orderly rescue when an emergency occurs or processing, outsourcing, team manager and support staffnse teams, chaired by the project manager, head of production and safety coordinators, professional foreman for the crew, prionse (1) If a major accident occurs, the project should set up emergency respoand special tools for emergency response equipment and facilities. Emergency preparedness and response plan 1) emergency respsuch as accidents or accidents of the direct economic ter, inspections and tests of a fire hydrant in good condition. 2), plans to develop (1) casualties occurred in construction, once every quar?fighting equipment. -fire extinguishers and fire- Guard monthly check?ng, testing, at any time in good condition. ities should be staffed, equipped with fire extinguishers. Fire hydrants identified person responsible for regularly inspectifighting equipment, author-day management of the various fire fighting equipment fire-to- strengthening the day?enance and testing responsible. (10) all personnel read out the results, and responsible disposal. (11) maintenance of emergency supplies, maintthose 7 驾驶 不按规定公开收费情况级保障驾驶员劳动报酬权、休息休假权和社会保障全等各5员权益保项权益的，按比例扣分，扣完为止 0 障 信息不按规定安装和使用卫星定位系统、点着服务系统、车载终端设备的，按比例扣6 化建设 分，扣完为止。 0 服务3质量信誉服务质量信誉档案不健全的，没缺一项扣10分，扣完为止。 0 档案 企业管理 2保险 不按规定购买乘客险、第三方责任险等保险的，扣20分。 (300分) 0 企业不具备开展企业文化建设的必要设施的，扣10分不按要求开展党工团组织建设级2 文化 精神文明创建活动的，扣10分。 0 职工3不按规定组织职工参加教育培训的，按比例扣分，扣完为止。 教育培训 0 安全 4责任落实不按规定落实安全生产责任制度的酌情扣分，扣完为止。 0 情况 交通发生交通事故且负同等或主要责任的，每增加0.1次/车扣5分，扣完为止。(注:5安全运营 责任事故交通责任事故率=出租汽车企业全年发生的责任事故次数/出租汽车企业拥有车辆数，其0 率 他指标参照该方法计算) (200分) 交通发生交通事故致人受伤且负同等或主要责任的，没增加0.001人/车扣三分，扣完5责任事故为止。 0 伤人率 交通发生交通事故致人死亡且负同等或主要责任的，没增加0.0001人/车扣3分，扣完6则热事故为止。 0 死亡率 考 考核项目 核分评分标准 数 交通发生交通违法行为的，没增加0.1次/车扣3分，扣完为止。 1 违法行为 00 经营行为 经营发生拒载、故意绕道、甩客等经营违规行为，没增加0.01次/车扣3分，扣完为止。 1(200分) 违法行为 00 车容根据查处车容车貌不符合要求的几率，每增加0.1次/车扣5分，扣完为止。 5 车貌 0 服务根据乘客不满意率，每增加1%，扣10分;未按照规定安装服务评价设备的，扣5 nt sucry (death) person's name, sex, age, trades, injuries, injuries. (7) the development of effective preventive measures to prevee person responsible. (6) the written report to the supervisor in writing, including the time and place of the accident, injuand the the injured, decrease of the maximum loss. (4) after the accident processing work (5) identified the cause of the accident press Division in advance for emergency personnel cleared, concentrate manpower and material and financial resources to rescucurs, , have procedures to deal with accidents, incidents, maximum reduction in casualties and property loss. (3) If an accident ocr, advance the establishment of emergency response team personnel, accountability, seriously injured officers sent out rescuemmandehe Deputy Project Manager for related auxiliary work. (2) after the accident, the project manager is responsible for field cosible for the orderly rescue when an emergency occurs or processing, outsourcing, team manager and support staff, assisting tresponms, chaired by the project manager, head of production and safety coordinators, professional foreman for the crew, primarily ness and response plan 1) emergency response (1) If a major accident occurs, the project should set up emergency response teaand special tools for emergency response equipment and facilities. Emergency prepareddents or accidents of the direct economiccasualties occurred in construction, such as acci once every quarter, inspections and tests of a fire hydrant in good condition. 2), plans to develop (1)?fighting equipment. -fire extinguishers and fire- Guard monthly check?at any time in good condition. ble for regularly inspecting, testing, fighting equipment, authorities should be staffed, equipped with fire extinguishers. Fire hydrants identified person responsi-day management of the various fire fighting equipment fire-to- strengthening the day?sting and teible. (10) all personnel read out the results, and responsible disposal. (11) maintenance of emergency supplies, maintenance h accidents from happening again. (8) education of all personnel of the organization. (9) informed criticism of those respons8 评价 50分;扣完为止。 0 运营服务 乘客根据乘客有效投诉率，每增加0.01次/车扣2分;乘客投诉后24小时内未回复，8投诉及处或乘客投诉后10日内未作处理的，每次扣10分;扣完为止。 (200分) 0 理 媒体因服务质量低劣而被市级以上媒体曝光并经查证属实的，每次扣10分，扣完为止。 2 曝光 0 维护企业所属驾驶员参与影响社会公共秩序、损害社会公共利益的停运事件的，酌情 8 行业稳定 扣分;情节严重的，扣80分。 0 社会责任 节能车辆不符合排放和能耗规定的扣10分，不开展节能减排教育培训或不采用节能减2减排与环排新技术的，扣10分。 (100分) 0 保 政府获得省、部级及以上荣誉称号的，加40分;获得地、市级荣誉称号的，加30分; 及部门表获得县、区级荣誉称号的，加10分;加到40分为止。 4加分项 彰奖励情0 (100分) 况 按规定完成政府指令性任务，或积极组织参加抢险救灾、赈灾、救死扶伤、优质 4服务等具有较大社会影响的公益活动，没参加一次加10分;企业所属驾驶员有见义勇社会0 为等行为的每次加10分，加到40分为止。 公益 新能使用新能源汽车的，每20辆加10分，加到20分为止。 2源出租汽0 车使用 注:表中各项评分标准作为出租汽车企业服务质量信誉考核工作参考依据。各省、市交 通运输主管部门可按照本地区有关规定制定具体的评分细则。 附件2 出租汽车驾驶员服务质量信誉考核评分标准 出租汽车驾驶员服务质量信誉考核评分标准 分值 评分标准 在出租汽车经营活动中，发生交通事故致人死亡且负同等或主要责任的。 驾驶未取得出租汽车营运证的车辆，擅自从事出租汽车经营活动的。 出租或者转让出租汽车驾驶员从业资格证件的。 将出租汽车交给无从业资格证件的人员驾驶，并从事出租汽车经营活动的。 出租汽车驾驶员有所列情 -day management of the various fire fighting equipment fire-to- strengthening the day?enance and testing responsible. (10) all personnel read out the results, and responsible disposal. (11) maintenance of emergency supplies, maintthose o prevent such accidents from happening again. (8) education of all personnel of the organization. (9) informed criticism of t, injury (death) person's name, sex, age, trades, injuries, injuries. (7) the development of effective preventive measures tccidencident and the person responsible. (6) the written report to the supervisor in writing, including the time and place of the ao rescue the injured, decrease of the maximum loss. (4) after the accident processing work (5) identified the cause of the acces tent occurs, press Division in advance for emergency personnel cleared, concentrate manpower and material and financial resourrescue, have procedures to deal with accidents, incidents, maximum reduction in casualties and property loss. (3) If an accid nt outield commander, advance the establishment of emergency response team personnel, accountability, seriously injured officers sesting the Deputy Project Manager for related auxiliary work. (2) after the accident, the project manager is responsible for f, assimarily responsible for the orderly rescue when an emergency occurs or processing, outsourcing, team manager and support staffnse teams, chaired by the project manager, head of production and safety coordinators, professional foreman for the crew, prionse (1) If a major accident occurs, the project should set up emergency respoand special tools for emergency response equipment and facilities. Emergency preparedness and response plan 1) emergency respsuch as accidents or accidents of the direct economic ter, inspections and tests of a fire hydrant in good condition. 2), plans to develop (1) casualties occurred in construction, once every quar?fighting equipment. -fire extinguishers and fire- Guard monthly check?ng, testing, at any time in good condition. ities should be staffed, equipped with fire extinguishers. Fire hydrants identified person responsible for regularly inspectifighting equipment, author9 形之一的，扣20分 私自改装、调整计价器造成计费失准的。 拒绝接受依法检查的。 违反法律法规，参与影响社会公共秩序、损害社会公众利益等停运事件的。 本次考核过程中或者上一次考核等级签注后，发现有弄虚作假或者隐瞒诚信考核相关 情况，且情节严重的。 在出租汽车经营活动中，发生交通事故致人受伤且负同等或主要责任的。 擅自涂改、伪造、变造出租汽车从业资格证件上相关记录的。 出租汽车驾驶员有所列情无正当理由拒载的。 形之一的，扣10分 营运途中无正当理由擅自中断服务的。 不积极配合处理乘客投诉或者纠纷的。 接受预约服务而未前往载客的。 未经乘客同意，故意绕道的。 未经乘客同意，强行合乘的。 出租汽车驾驶员有所列情未按规定随车携带有效消防器材的。 形之一的，扣5分 计价器、待租标志灯、卫星定位设备等车载运营设备不能正常使用而继续运营的。 不按计价器显示金额收费的。 在公示的营业区未按规定停放车辆、候客、揽客的。 不给付乘客专用发票的。 分值 评分标准 驾驶未按照规定安装、设置、喷涂、张贴出租汽车经营标识(标志灯、企业标识、价 格标签和监督电话号码等)的车辆，从事出租汽车经营活动的。 车容车貌不整洁的。 不按规定着装，仪容仪表不整的。 出租汽车驾驶员有所列情 形之一的，扣3分 向车外抛物、吐痰或在车内抽烟的。 使用服务忌语的。 未按规定携带出租汽车从业资格证件，从事出租汽车经营活动的。 出租汽车驾驶员有所列情未按规定放置出租汽车服务监督卡等标志，从事出租汽车经营活动的。 形之一的，扣1分 不按乘客意愿使用音响和空调等设备设施的。 出租汽车驾驶员有所列情有见义勇为、救死扶伤等先进事迹的。 ible. (10) all personnel read out the results, and responsible disposal. (11) maintenance of emergency supplies, maintenance h accidents from happening again. (8) education of all personnel of the organization. (9) informed criticism of those responsnt sucry (death) person's name, sex, age, trades, injuries, injuries. (7) the development of effective preventive measures to prevee person responsible. (6) the written report to the supervisor in writing, including the time and place of the accident, injuand the the injured, decrease of the maximum loss. (4) after the accident processing work (5) identified the cause of the accident press Division in advance for emergency personnel cleared, concentrate manpower and material and financial resources to rescucurs, , have procedures to deal with accidents, incidents, maximum reduction in casualties and property loss. (3) If an accident ocr, advance the establishment of emergency response team personnel, accountability, seriously injured officers sent out rescuemmandehe Deputy Project Manager for related auxiliary work. (2) after the accident, the project manager is responsible for field cosible for the orderly rescue when an emergency occurs or processing, outsourcing, team manager and support staff, assisting tresponms, chaired by the project manager, head of production and safety coordinators, professional foreman for the crew, primarily ness and response plan 1) emergency response (1) If a major accident occurs, the project should set up emergency response teaand special tools for emergency response equipment and facilities. Emergency prepareddents or accidents of the direct economiccasualties occurred in construction, such as acci once every quarter, inspections and tests of a fire hydrant in good condition. 2), plans to develop (1)?fighting equipment. -fire extinguishers and fire- Guard monthly check?at any time in good condition. ble for regularly inspecting, testing, fighting equipment, authorities should be staffed, equipped with fire extinguishers. Fire hydrants identified person responsi-day management of the various fire fighting equipment fire-to- strengthening the day?sting and te10 形之一的，加5分或10分 有拾金不昧行为的。 出租汽车驾驶员有所列情有协助查处违法行为的。 形之一的，加3分 出租汽车驾驶员有所列情有积极参加江县救灾、义务服务等社会公益活动行为的 形之一的加1分 注:表中各项评分标准作为出租汽车驾驶员服务质量信誉考核工作参考依据。各省、市 交通运输主管部门可按照本地区有关规定制定具体的评分细则。 附件3 出租汽车企业服务质量信誉考核等级证书式样(略) 主题词:出租汽车 质量信誉 考核 通知 抄送:各省、自治区、直辖市、新疆生产建设兵团交通运输厅(局、委)道路运输局 交通运输部办公厅 2011 年8月29日印发 day management of the various fire fighting equipment fire-to- strengthening the day?enance and testing responsible. (10) all personnel read out the results, and responsible disposal. (11) maintenance of emergency supplies, maintthose o prevent such accidents from happening again. (8) education of all personnel of the organization. (9) informed criticism of t, injury (death) person's name, sex, age, trades, injuries, injuries. (7) the development of effective preventive measures tccidencident and the person responsible. (6) the written report to the supervisor in writing, including the time and place of the ao rescue the injured, decrease of the maximum loss. (4) after the accident processing work (5) identified the cause of the acces tent occurs, press Division in advance for emergency personnel cleared, concentrate manpower and material and financial resourrescue, have procedures to deal with accidents, incidents, maximum reduction in casualties and property loss. (3) If an accid nt outield commander, advance the establishment of emergency response team personnel, accountability, seriously injured officers sesting the Deputy Project Manager for related auxiliary work. (2) after the accident, the project manager is responsible for f, assimarily responsible for the orderly rescue when an emergency occurs or processing, outsourcing, team manager and support staffnse teams, chaired by the project manager, head of production and safety coordinators, professional foreman for the crew, prionse (1) If a major accident occurs, the project should set up emergency respoand special tools for emergency response equipment and facilities. Emergency preparedness and response plan 1) emergency respsuch as accidents or accidents of the direct economic ter, inspections and tests of a fire hydrant in good condition. 2), plans to develop (1) casualties occurred in construction, once every quar?fighting equipment. -fire extinguishers and fire- Guard monthly check?ng, testing, at any time in good condition. ities should be staffed, equipped with fire extinguishers. Fire hydrants identified person responsible for regularly inspectifighting equipment, author-11