DB5109/T 2-2020 政府服务热线话务受理工作考核规范
简介
DB5109/T 2-2020
政府服务热线话务受理工作考核规范
2020-07-20实施
2020-07-15发布 目次 前言.....................................................................................................................................................................1 1范围................................................................................................................................................................. 1 2规范性引用文件.............................................................................................................................................1 3术语和定义.....................................................................................................................................................1 4考核原则.........................................................................................................................................................2 5考核周期.........................................................................................................................................................2 6考核机构及方式.............................................................................................................................................2 7考核内容.........................................................................................................................................................3 8考核结果运用.................................................................................................................................................4 附录A（规范性附录）受理量考核.....................................................................................................................5 附录B（规范性附录）质量——工单质检考核................................................................................................ 6 附录C（规范性附录）呼入质检考核.................................................................................................................7 附录D（规范性附录）秩序内务考核.................................................................................................................8 附录E（规范性附录）出勤考核标准.................................................................................................................9 附录F（规范性附录）配合调度考核...............................................................................................................10 附录G（规范性附录）考核及运用...................................................................................................................11 前言 本标准按GB/T 1.1-2009给出的规则编写。 本标准由遂宁市政府服务热线中心提出。 本标准由遂宁市人民政府办公室归口。
DB5109/T 2-2020
政府服务热线话务受理工作考核规范
2020-07-20实施
2020-07-15发布 目次 前言.....................................................................................................................................................................1 1范围................................................................................................................................................................. 1 2规范性引用文件.............................................................................................................................................1 3术语和定义.....................................................................................................................................................1 4考核原则.........................................................................................................................................................2 5考核周期.........................................................................................................................................................2 6考核机构及方式.............................................................................................................................................2 7考核内容.........................................................................................................................................................3 8考核结果运用.................................................................................................................................................4 附录A（规范性附录）受理量考核.....................................................................................................................5 附录B（规范性附录）质量——工单质检考核................................................................................................ 6 附录C（规范性附录）呼入质检考核.................................................................................................................7 附录D（规范性附录）秩序内务考核.................................................................................................................8 附录E（规范性附录）出勤考核标准.................................................................................................................9 附录F（规范性附录）配合调度考核...............................................................................................................10 附录G（规范性附录）考核及运用...................................................................................................................11 前言 本标准按GB/T 1.1-2009给出的规则编写。 本标准由遂宁市政府服务热线中心提出。 本标准由遂宁市人民政府办公室归口。
推荐下载
精品资源合集一键下载