中英对照2023关于依托全国一体化政务服务平台建立政务服务效能提升常态化工作机制的意见.docx

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1、OpinionsoftheGeneralOfficeoftheStateCouncilonEstablishingaRegularWorkingMechanismforImprovingtheEfficiencyofGovernmentServicesBasedontheNationalIntegratedGovernmentServicePlatformDocumentNumber：No.292023ofIheGeneralOfficeof(heStateCouncilAreaofLaw:GeneralProvisionsonGovernmentAffairsOptimizationofDo

2、ingBusinessLevelofAuthority：RegulatoryDocumentsoftheStateCouncilIssuingAuthority：GeneralOfficeoftheStateCouncilDateIssued：08-18-2023EffectiveDate:08-18-2023Status：EffectiveOpinionsoftheGeneralOfficeoftheStateCouncilonEstablishingaRegularWorkingMechanismforImprovingtheEfficiencyofGovernmentServicesBa

3、sedontheNationalIntegratedGovernmentServicePlatform(No.592023oftheGeneralOfficeoftheStateCouncil)Thepeoplesgovernmentsofallprovinces,autonomousregions,andmunicipalitiesdirectlyundertheCentralGovernment;allministriesandcommissionsoftheStateCouncil;andallinstitutionsdirectlyundertheStateCouncil:Inrece

4、ntyears,theGeneralOfficeoftheStateCouncilhas,togetherwithalllocalauthoritiesandrelevantdepartments,thoroughlyimplementedGeneralSecretaryXiJinpingsimportantthoughtbuildingChinaintoacyberpowerhouse,conscientiouslyimplementedthedecisionsandplansoftheCPCCentralCommitteeandtheStateCouncil,andcontinuously

5、improvedtheefficiencyofgovernmentservicesbyrelyingonthenationalintegratedgovernmentservice国务院办公厅关于依托全国一体化政务服务平台建立政务服务效能提升常态化工作机制的意见(国办发(2023)29号)各省、自治区、直辖市人民政府，国务院各部委、各直属机构：近年来，国务院办公厅会同各地区各有关部门，深入贯彻习近平总书记关于网络强国的重要思想，认真落实党中央、国务院决策部署，依托全国一体化政务服务平台不断提升政务服务效能，“一网通办”能力显著增强，为创新政府治理、优化营商环境提供了有力支撑。但聚焦企业和群众所

6、思所盼，实现政务服务从“能办”向“好办”转变仍然面临制度规范不够健全、业务办理不够便捷、平台支platform.Asaresult,theabilitytoprovidegovernmentservicesviaonewebsitehasbeensignificantlyenhanced,thusprovidingstrongsupportforinnovatinggovernmentgovernanceandoptimizingthebusinessenvironment.Withrespecttotheaspirationsandexpectationsofenterprisesandth

7、egeneralpublic,therearestillsomeproblemsinthetransformationfromhavingtheabilitytoprovidegovernmentservicestoprovidingbetterservices,suchasincompleterulesandregulations,inconvenientbusinesshandling,andinsufficientplatformsupport.Itisnecessarytointensifycontinuouspromotionanditerativeinnovation,thereb

8、ycontinuouslyimprovingthesenseofgainandsatisfactionofenterprisesandthegeneralpublic.ForthepurposesofsystematicallysummarizingtheexperienceoftheDoubleTens,Hundreds,andThousands*program(i.e.,addressing10commonbottlenecksnationwide,100bottlenecksinkeyindustriesand1,000specificbottlenecksinvariousregion

9、s;andenhancingthepublicsupportcapacityofthenationalgovernmentserviceplatformintenareas,optimizing100nationwidegovernmentservicesofdepartmentalplatforms,andoptimizing1,000commonlyusedgovernmentservicesofvariousplatforms)designedtoimprovetheefficiencyofgovernmentservices,comprehensivelyconsolidatingth

10、epracticalachievements,andimprovingtheefficiencyofcreativeexecutiontodeliverservicestothegeneralpublic,benefitenterpriseswithbetterservices,andgetathingdoneefficiently,withtheapprovaloftheStateCouncil,thefollowingopinionsonestablishingaregularworkingmechanismforimprovingtheefficiencyofgovernmentserv

11、icesbasedonthenationalintegratedgovernmentserviceplatfoareherebyoffered:撑能力不足等问题，需加大力度持续推进和迭代创新，不断提升企业和群众的获得感和满意度。为系统总结政务服务效能提升“双十百千”工程经验，全面巩固实践成果，围绕为民办实事、惠企优服务、“高效办成一件事”，提高创造性执行效能，经国务院同意，现就依托全国一体化政务服务平台建立政务服务效能提升常态化工作机制提出以下意见。I.Establishingasoundmechanismforidentifyingandsolvingthebottlenecksinacce

12、sstogovernmentsen,icestoresolvethemostpressingdifficultiesandproblemsofgreatestconcerntothepeople1. Providingunimpededchannelsimprovingthemechanismforactivelyidentifyingbottlenecksinprovidingaccesstogovernmentservices.Coordinationofthecomplaintandsuggestionsystemunderthenationalintegratedgovernments

13、erviceplatformwiththeratingsystem,the12345governmentservicehotline,thewindowforonlineandofflinereportingoffailuretoaccessgovernmentservices,themessageboardofmediaorganizations,themailboxofofficials,andotherchannelsshallbestrengthenedtocreateaconvenientandefficient,generalcustomerserviceftrgovernment

14、servicesfeaturingcentralandlocalcoordination,departmentallinkageandprovidetheunimpededchannelfordirectlyreportingbottlenecks.Alllocalauthoritiesandrelevantdepartmentsshalltakemoremeasurestostrengthentheregularcommunicationandinteractionwithenterprisesandthegeneralpublic,taketheinitiativetoidentifybo

15、ttlenecksinprovidingaccesstogovernmentservices,andtimelygraspthemostpressingdifficultiesandproblemsofgreatestconcerntoenterprisesandthegeneralpublic.Thecontactandinnovationdemonstrationofintegratedgovernmentservicesshallbestrengthened.Thegrassrootscontactpointsfortheconstructionandapplicationofanati

16、onalintegratedgovernmentserviceplatformshallbeestablished,andpriorityshallbegiventotheroleofcityandcountyplatformsindirectlycontactingandservingthegeneralpublic.一、聚焦急难愁盼，建立健全办事堵点发现解决机制（一）畅通渠道，健全办事堵点主动发现机制。加强全国一体化政务服务平台投诉建议体系与“好差评”体系、12345政务服务便民热线、线上线下“办不成事”反映窗口、媒体机构留言板、领导信箱等渠道的对接联动，打造央地协同、部门联动、便捷高效的

17、政务服务“总客服”，畅通堵点问题直达反馈通道。各地区各有关部门要多措并举强化与企业和群众的常态化沟通互动，主动发现办事堵点，及时掌握企业和群众办事中的急难愁盼问题。加强体化政务服务工作联系和创新示范，建立全国一体化政务服务平台建设应用基层联系点，注重发挥市县级平台在直接联系和服务群众中的作用。2. Respondingtocomplaintsimmediately-improvingthemechanismforefficientlyresolvingbottlenecksinaccessinggovernmentservices.Forthebottlenecksinaccesstogove

18、rnmentservicesreportedbyenterprisesandthegeneralpublic,alllocalauthoritiesandrelevantdepartmentsshallestablishasoundmanagementmodelforquickresponse,timelimitedrectification,andsupervisionandreportingtoachievethewhole-processclosed-loopmanagementrangingfromacceptancetotransfer,handling,feedback,andco

19、mpletion.Fortherecurrentproblemsthatcapturetheattentionofenterprisesandthepublicandconcernthem,andthosethatinvolveunclearresponsibilitiesoroverlappingresponsibilities,cross-departmentalandcross-levelcentralizedconsultationandcollaborativehandlingshallbestrengthenedbyestablishingspecialjournalsandspe

20、cialworkgroupsandholdingjointmeetings.Thelist-basedmanagementshallbepromoted.Theresponsibilitiesshallbespecifiedandtheproblemsshallbehandledwithinaspecifiedtimelimit.Asoundworkingsystemforfollow-upexaminationofbottleneckresolutionandreviewshallbeestablishedtoensurethatthebottleneckistrulyresolved.3.

21、 Trendperceptionimprovingthemechanismfortheanalysisandapplicationofdataonbottlenecks.Alllocalauthoritiesandrelevantdepartmentsshallstrengthendataanalysisandstudyonbottlenecksinaccesstogovernmentservices,identifytheweaklinksingovernmentserviceoptimizationandefficiencyimprovement,andanalyzetheemerging

22、,typicalproblemsinadvanceandlakeproactivemeasurestoaddressthem,soastoprovidereferenceforprocessoptimizationandserviceinnovation.Theymayresolve(二)接诉即办，健全办事堵点高效解决机制。针对企业和群众反映的政务服务办事堵点，各地区各有关部门应建立健全快速响应、限时整改、监督反馈的管理模式，实现受理、转办、办理、反馈、办结等全流程闭环管理。针对企业和群众普遍关注、反映强烈、反复出现，涉及责任不明或职责交叉等问题，通过建立专门台账、专班负责、联席会议等方式，强

23、化跨部门、跨层级集中会商、协同办理，推动清单管理、责任到人、限时办结。建立完善解决办事堵点办结回访、“回头看”核查等工作制度，确保堵点问题真正解决到位。(三)趋势感知，健全堵点数据分析应用机制。各地区各有关部门要加强针对办事堵点的数据分析研究，查找政务服务优化、效能提升的薄弱环节，对苗头性、典型性、集中性问题提前研判，推动破解问题的关口前移，为优化流程、创新服务等提供参考，实现通过解决一个诉求带动破解一类问题、优化一类服务，不断推动解决发展所需、改革所急、基层所盼、民心所向的难点堵点问题，以民生“小切口”撬动政务服务能力“大提升”。aclassofproblemsandoptimizeacla

24、ssofservicesbysolvinganappeal,thusconstantlypromotingthesolutionofdifficultiesandchallengesindevelopment,reform,andgrassrootsproductionandlife.Theresolutionofaprobleminpeopleslivelihoodisconducivetothegreatimprovementinthecapacitytoprovidegovernmentservices.11.Makinggovernmentservicesreadilyavailabl

25、e,andestablishingasoundmechanismforoptimizingtheserviceexperience4. Establishingaclosed-loopoptimizationmechanismfeaturingcommonlyusedsen,icelist-basedmanagement.AllrelevantdepartmentsoftheStateCouncilshallfocusoncommonlyusedgovernmentservicescloselyrelatedtotheproductionandlifeofenterprisesandthege

26、neralpublic,strengthentheoverallplanningofworkinvariousbusinessareas,andgraduallyrealizetheunificationofbasicelementssuchasservicenamesandsen,icecontents.Alllocalauthoritiesandrelevantdepartmentsshall,byrelyingonthegovernmentserviceplatform,performcommonly-usedsendeelist-baseddynamicmanagement,andpu

27、blishitregularlyaslongasallrequiredconditionsaremet.Forgovernmentservicesandneighborhoodservicesincludedinthelistofcommonlyusedservices,itisnecessarytoorganizeprofessionalinstitutionsanduserrepresentativestocarryouttestinganduseandgivefeedbackonoptimization,soastoformaclosedloopfromlistreleasetoappl

28、icationdevelopment,userfeedback,andserviceoptimization.Thecommonlyusedsendeesbyenterprisesandthegeneralpublicshallbeeffectivelybuiltintogoodones.Alllocalauthorities二、强化好办易办，建立健全服务体验优化机制（四）建立高频服务清单管理、闭环优化机制。国务院各有关部门要聚焦与企业和群众生产生活密切相关的高频政务服务事项，加强各业务领域的工作统筹，逐步实现服务名称、服务内容等基本要素统一。各地区各有关部门要按照成熟一批、发布一批的工作原则

29、，依托政务服务平台实现高频服务清单动态管理并定期发布。对于纳入高频服务清单的政务服务及便民服务，要组织专业机构、用户代表等开展测试使用并反馈优化意见，形成清单发布、应用建设、使用反馈、服务优化的闭环，切实将企业和群众经常使用的高频服务打造成为“好用”、“爱用”的精品服务。各地区各有关部门要探索开展“我陪群众走流程”、“政务服务体验员”等工作，邀请企业和群众体验政务服务，鼓励政务服务部门负责同志走进政务大厅、登录办事平台，看政策“懂不懂”、流程“通不通”、服务“优不优”、体验“好不好”，推动服务流程优化、体验提升。围绕“高效办成一件事”加强协同配合，依托全国一体化政务服务平台持续推动更多跨部门、

30、跨层级“一件事一次办”，扩大“跨省通办”、“区域通办”范围，实现更多服务异地能办、就近可办。鼓励推广延时.、错峰、“周末不打洋”等服务模式，满足群众差异化办事需求。（五）强化新技术应用赋能机制。依托全国一体化 政务服务平台，探索利用大数据、人工智能、区块链等新 技术，分析预判企业和群众办事需求，通过智能问答、智 能预审、智能导办等方式，建设企业服务空间和个人服务 空间，提供智能化、个性化、精准化服务，推动惠企利民 政策和服务“免申即享、直达直享、快享快办”。以政务 服务码为载体，推进各类卡、码、证承载的数据互通和服 务融合，以“码上办”推动服务“马上办”。持续梳理标andrelevantdep

31、artmentsshallexploreandCarryouttheactivitiessuchasShowYouHowtoFollowtheProcessandGovernmentServiceExperienceOfficer.Enterprisesandthegeneralpublicshallbeinvitedtoexperiencegovernmentservices,andofficialsinchargeofgovernmentservicedepartmentsshallbeencouragedtowalkintothegovernmentaffairshallandlogin

32、totheserviceplatformtocheckwhetherpoliciesareunderstood,processesarerunsmoothly,andwhetherservicesandexperiencearegood,soastopromoteserviceprocessoptimizationandexperienceimprovement.Coordinationandcooperationinprovidinggovernmentservicesshallbestrengthened.Thenationalintegratedgovernmentserviceplat

33、formshallbereliedontocontinuouslypromotemorecross-departmentalandcross-tieraccessto4onc-stopgovernmentservices,andexpandthescopeof44providinggovernmentservicesonacross-provincialandcross-regionalbasistomakemoregovernmentSerViCeSavailableinanotherprovinceornearbyareas.Thepromotionofservicemodessuchas

34、delay,peakshift,andnoclosingonweekends,shallbeencouragedtomeetthedifferentiatedneedsofthegeneralpublic.5. Strengtheningtheenablingmechanismfortheapplicationofnewtechnologies.Thenationalintegratedgovernmentserviceplatfonshallbereliedontoexploretheuseofnewtechnologiessuchasbigdata,artificialintelligen

35、ce,andblockchainloanalyzeandpredictthebusinessneedsofenterprisesandthegeneralpublic.Enterpriseservicespaceandpersonalservicespaceshallbebuiltbymeansofintelligentquestionandanswer,intelligentpre-examinationandintelligentguidance,andintelligent,personalizedandtargetedservicesshallbeprovidedsothatthepo

36、liciesandservicesbenefitingenterprisesandthegeneralpubliccanbeenjoyedwithouttheneedtomakeanaplication,Withthegovernmentservicecodeasthecarrier,thesharingofdatacarriedbyvariouscards,codes,andcertificatesandserviceintegrationshallbepromoted.Thegovernmentservicecodeshallbeusedtoprovideconvenientservice

37、s.Theapplicationofstandardized,replicable,andscalablenewtechnologyshallbecontinuouslyreviewed,andtherapidreuseandpromotionofinnovativeapplicationsshallbestrengthened.Theeffectandsafetyofnewtechnologyempowermentshallbeevaluatedinatimelymannertoreducetheapplicationcostofnewtechnologies.6. Improvingthe

38、mechanismforexperiencepromotionandservicepublicity.TheSUmmaryofadvancedexperienceandpracticesingovernmentSerViCeinnovationshallbestrengthened.Aregularmechanismforexperiencepromotionshallbeestablished,andanumberoftypicalexperiencesandpracticesandeffectiveinstitutionalmechanismsformedintheDoubleTens,H

39、undreds,andThousandsprogramdesignedtoimprovetheefficiencyofgovernmentservicesshallbereplicatedandpromotednationwide(Forthelist,seeAnnex).Anexemplaryroleininnovationshallbeleveragedsothatinnovationinoneareacanbereusedinotherareas.Alibraryofdigitalinnovativeapplicationcasesandanapplicationpromotioncen

40、tershallbebuilt,andtheadvancedexperienceandtypicalcasesoflocalanddepartmentalserviceoptimizationshallbepromotedandshared.Theservicepublicityandpromotionmatrixofthenationalintegratedgovernmentserviceplatformshallbeimproved,andthe准化、可复制、可推广的新技术应用，加强创新应用快速复用推广，及时对新技术赋能的效果、安全性等进行评估，降低新技术应用成本。（六）完善经验推广和服

41、务宣传机制。加强政务服务创新先进经验做法总结，建立经验推广常态化机制，选取一批在开展政务服务效能提升“双十百千”工程中形成的典型经验做法和有效制度机制在全国范围内复制推广（清单见附件），发挥创新示范作用，推动实现“一地创新、多地复用”。建设数字化创新应用案例库和应用推广中心，对地方和部门服务优化的先进经验和典型案例进行推广和共享应用。完善全国体化政务服务平台服务宣传推广矩阵，多样化展示和推广“一网通办”服务应用，便利企业和群众了解和获取政务服务应用。displayandpromotionoftheapplicationofprovidinggovernmentservicesviaoneweb

42、site,shallbediversified,sothatenterprisesandthegeneralpubliccaneasilyunderstandandobtaintheapplicationofgovernmentservices.III.Strengtheningcoordinationandlinkage,andestablishingasoundmechanismforimprovingplatformsupportcapacity7. Strengtheningtheoverallplanningofgovernmentservicechannelsandtheonlin

43、eandofflinecollaborativeservicemechanismtobetterleveragetheroleofpublicentry.Theoverallmanagementofportalsforonlineaccesstogovernmentservicesandintegratedservicesshallbestrengthened.Alllocalauthoritiesandrelevantdepartmentsshallrelyonthenationalintegratedgovernmentserviceplatformtoprovidegovernments

44、ervicesinaunifiedwayandpromotetheintegrationofplatforms,websites,andmobileterminalsinvolvingenterprisesandthegeneralpublictoaccessgovernmentserviceswithgovernmentserviceplatformsatalllevels.Theintegrationofonlineandofflinegovernmentservicesshallbedeepened,andonlineandofflinegovernmentSerViCeresource

45、sshallbecoordinated,soastograduallyachieveonlineandofflineacceptancewithoutdiscrimination,handlingwiththesamestandardsandservingwiththesamequality.Theextensionofgovernmentservicestothegrassrootslevelshallbeensured.Grassrootsservicecenters,banks,postalservices,andpublicsecurityshallbereliedontoencour

46、agemoregovernmentservicestoextendtoenterprisesandthegeneralpublicbymeansofself-service,video-basedhandling,governmentservicemaps,anddigitalservicehousenumbers.Onlineandofflineservicechannelsshallbeimprovedtomeettheneedsof三、加强协同联动，建立健全平台支撑能力提升机制（七）强化政务服务渠道统筹和线上线下协同服务机制，更好发挥公共入口作用。强化网上办事入口统筹管理和一体化服务，各

47、地区各有关部门要依托全国一体化政务服务平台统一提供政务服务，推动涉及企业和群众办事的平台、网站、移动端等向各级政务服务平台整合。深化政务服务线上线下一体化，统筹线上线下政务服务资源，逐步实现线上线下无差别受理、同标准办理、同质量服务。进一步做好政务服务向基层延伸工作，依托基层服务中心、银行、邮政、公安等，推动更多政务服务以自助办、视频办、政务服务地图、数字化服务门牌等方式延伸至企业和群众身边。围绕老年人、残疾人等特殊群体需求，完善线上线下服务渠道，加快推进适老化改造和信息无障碍建设。specialgroupssuchastheelderlyandthedisabled.Theagefriend

48、lyimprovementsandinformationaccessibilityshallbeaccelerated.8. Optimizingthemechanismfororderlysharingofgovernmentdatatobetterharnesstheroleofpublicchannels.Theformulationoftheregulationonthesharingofgovernmentdatashallbeacceleratedtospecifytherightsandresponsibilitiesofdataprovidersandusersandregul

49、atetheprocessofgovernmentdatacollection,sharing,anduse.Thesharingandutilizationofgovernmentdataacrossregions,departments,levels,sectors,andbusinessesshallbepromotedthroughthedata-sharinghubofthenationalintegratedgovernmentserviceplatform.Thecompilationofthegovernmentdatacatalogueshallbestrengthened,anddynamicupdatesandreleasesfromthesamesourceshallbeconducted.Thegovernmentservicebusinessscenariosshallbeconstantlydiversifiedandimproved,andtherequiremen