ICS 03.080 CCS A 16 苏 DB 3 2 0 5 州 市 地 方 标 准 DB3205/T 1044—2022 政务服务便民热线服务测评规范 Evaluation specification for the service of administrative service convenience hotline 2022-08-19 发布 2022-08-26 实施 苏州市市场监督管理局 发布 DB3205/T 1044—2022 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 测评原则........................................................................................................................................................... 2 4.1 公正性................................................................................................................................................... 2 4.2 有效性................................................................................................................................................... 2 4.3 可靠性................................................................................................................................................... 2 4.4 安全性................................................................................................................................................... 2 4.5 规范性................................................................................................................................................... 2 5 测评要求........................................................................................................................................................... 2 5.1 测评机构............................................................................................................................................... 2 5.2 测评人员............................................................................................................................................... 2 5.3 测评频次............................................................................................................................................... 2 6 测评指标........................................................................................................................................................... 3 6.1 指标体系............................................................................................................................................... 3 6.2 测评要素............................................................................................................................................... 3 7 测评程序........................................................................................................................................................... 3 7.1 明确目的............................................................................................................................................... 3 7.2 确定指标............................................................................................................................................... 4 7.3 制定方案............................................................................................................................................... 4 7.4 采集数据............................................................................................................................................... 4 7.5 数据处理............................................................................................................................................... 4 7.6 计算分数............................................................................................................................................... 5 7.7 形成报告............................................................................................................................................... 5 8 结果应用........................................................................................................................................................... 5 8.1 绩效考核...................................................................................................................................