國務院關于加快推進政務服務標準化規范化便利化的指導意見

國務院關于加快推進政務服務

標準化規范化便利化的指導意見

國發〔2022〕5號

各省、自治(zhi)區、直(zhi)轄市人民政(zheng)府，國務院各部(bu)委(wei)、各直(zhi)屬機構：

持續優化(hua)政(zheng)(zheng)務(wu)服(fu)(fu)務(wu)是(shi)便(bian)(bian)利(li)企業和(he)群(qun)眾生產經營與辦(ban)(ban)事創業、暢通國(guo)民經濟循環、加快(kuai)構建(jian)新發展(zhan)格局的重(zhong)要支撐(cheng)，是(shi)建(jian)設(she)人民滿意的服(fu)(fu)務(wu)型政(zheng)(zheng)府、推進(jin)(jin)國(guo)家治理體(ti)系和(he)治理能(neng)力現代化(hua)的內在要求。黨(dang)的十(shi)八大(da)(da)以來，各地區(qu)各部(bu)(bu)門認(ren)真貫(guan)徹黨(dang)中央、國(guo)務(wu)院決(jue)策部(bu)(bu)署，深入推進(jin)(jin)政(zheng)(zheng)務(wu)服(fu)(fu)務(wu)“一(yi)網、一(yi)門、一(yi)次”改革，積極探索創新審(shen)批服(fu)(fu)務(wu)便(bian)(bian)民化(hua)措施(shi)，全(quan)國(guo)一(yi)體(ti)化(hua)政(zheng)(zheng)務(wu)服(fu)(fu)務(wu)平臺初步(bu)建(jian)成并(bing)發揮(hui)成效，政(zheng)(zheng)務(wu)服(fu)(fu)務(wu)水平大(da)(da)幅提升，營商環境顯著改善，企業和(he)群(qun)眾獲得感不(bu)斷增(zeng)強。同時，政(zheng)(zheng)務(wu)服(fu)(fu)務(wu)標準不(bu)統一(yi)、線(xian)上線(xian)下服(fu)(fu)務(wu)不(bu)協(xie)同、數據共享不(bu)充分(fen)、區(qu)域和(he)城鄉(xiang)政(zheng)(zheng)務(wu)服(fu)(fu)務(wu)發展(zhan)不(bu)平衡等問題仍然不(bu)同程度(du)存在。為(wei)加快(kuai)推進(jin)(jin)政(zheng)(zheng)務(wu)服(fu)(fu)務(wu)標準化(hua)、規(gui)范化(hua)、便(bian)(bian)利(li)化(hua)，更好滿足企業和(he)群(qun)眾辦(ban)(ban)事需求，現提出如下意見。

一(yi)、總體要求(qiu)

（一）指導(dao)思(si)想。以習近平新時代(dai)中國(guo)特色社會(hui)主(zhu)義思想為指(zhi)導，全(quan)(quan)面貫徹落實黨的十九(jiu)(jiu)大和(he)(he)(he)十九(jiu)(jiu)屆(jie)歷(li)次全(quan)(quan)會(hui)精(jing)神，按(an)照黨中央、國(guo)務(wu)院決(jue)策部署，立足新發(fa)展(zhan)(zhan)(zhan)階段，完整、準(zhun)確、全(quan)(quan)面貫徹新發(fa)展(zhan)(zhan)(zhan)理(li)(li)念，構建新發(fa)展(zhan)(zhan)(zhan)格局，加快轉變政府職能、深化“放管(guan)服”改(gai)革、持(chi)續優化營商(shang)環(huan)境，加強(qiang)跨層級、跨地(di)域、跨系統、跨部門、跨業務(wu)協(xie)同管(guan)理(li)(li)和(he)(he)(he)服務(wu)，充分發(fa)揮(hui)全(quan)(quan)國(guo)一體化政務(wu)服務(wu)平臺“一網通(tong)辦”支撐作用，進(jin)(jin)一步(bu)推(tui)(tui)進(jin)(jin)政務(wu)服務(wu)運行(xing)標準(zhun)化、服務(wu)供給規范化、企(qi)業和(he)(he)(he)群眾辦事便(bian)利化，有效(xiao)服務(wu)生(sheng)產要(yao)素自由(you)流動和(he)(he)(he)暢通(tong)國(guo)民經濟循(xun)環(huan)，更好滿(man)足人民日(ri)益增(zeng)長的美好生(sheng)活需要(yao)，為推(tui)(tui)動高質量發(fa)展(zhan)(zhan)(zhan)、創造高品質生(sheng)活、推(tui)(tui)進(jin)(jin)國(guo)家(jia)治理(li)(li)體系和(he)(he)(he)治理(li)(li)能力(li)現代(dai)化提供有力(li)支撐。

（二）基本(ben)原則。

堅持黨的領導。在黨(dang)中(zhong)央集中(zhong)統一領導下，把黨(dang)的領導貫穿優(you)化(hua)政務服(fu)務的全過程和各方面，深入貫徹(che)黨(dang)中(zhong)央、國務院(yuan)關于優(you)化(hua)政務服(fu)務的決策部署，不斷提(ti)升政務服(fu)務標準化(hua)、規范化(hua)、便利(li)化(hua)水平。

堅持以(yi)人(ren)民為中心。聚焦企業和群(qun)眾(zhong)反映強(qiang)烈的辦事(shi)堵點難點問(wen)題(ti)，完善(shan)落實有(you)關標準和政(zheng)策措施，著力破解關鍵掣肘和體制(zhi)機(ji)制(zhi)障礙，提供更加優質高效(xiao)的政(zheng)務(wu)服(fu)務(wu)。

堅持(chi)系(xi)統(tong)觀念。加強整體(ti)謀劃(hua)，強化(hua)政(zheng)務(wu)服(fu)(fu)務(wu)一(yi)體(ti)化(hua)建設，分(fen)級負(fu)責、協同聯動，統籌線(xian)上線(xian)下政(zheng)務(wu)服(fu)(fu)務(wu)資源，推(tui)動政(zheng)務(wu)服(fu)(fu)務(wu)與事前事中事后監管有機銜接，構(gou)建高效(xiao)運行的政(zheng)務(wu)服(fu)(fu)務(wu)體(ti)系(xi)。

堅持公平可及。堅持傳統服(fu)務(wu)(wu)方式(shi)與智能化(hua)服(fu)務(wu)(wu)創新并行，為老(lao)年人(ren)、殘疾人(ren)等特殊群體提供多元化(hua)、個性(xing)化(hua)、貼心暖心的高質量服(fu)務(wu)(wu)。不斷提升基(ji)層、邊遠和欠發(fa)達地區(qu)政務(wu)(wu)服(fu)務(wu)(wu)能力(li)，推動(dong)政務(wu)(wu)服(fu)務(wu)(wu)區(qu)域間均衡發(fa)展(zhan)。

（三(san)）總體目標。2022年(nian)底前(qian)，國(guo)(guo)家、省、市(shi)、縣(xian)、鄉五級政(zheng)(zheng)務(wu)(wu)(wu)(wu)(wu)(wu)(wu)服(fu)(fu)務(wu)(wu)(wu)(wu)(wu)(wu)(wu)能力和水(shui)平(ping)顯著(zhu)提升；國(guo)(guo)家政(zheng)(zheng)務(wu)(wu)(wu)(wu)(wu)(wu)(wu)服(fu)(fu)務(wu)(wu)(wu)(wu)(wu)(wu)(wu)事項基本(ben)目錄統一編(bian)制、聯合(he)審核、動態管理、全(quan)面實(shi)施機制基本(ben)建立；政(zheng)(zheng)務(wu)(wu)(wu)(wu)(wu)(wu)(wu)服(fu)(fu)務(wu)(wu)(wu)(wu)(wu)(wu)(wu)中心(xin)綜合(he)窗口全(quan)覆蓋，全(quan)國(guo)(guo)一體(ti)化政(zheng)(zheng)務(wu)(wu)(wu)(wu)(wu)(wu)(wu)服(fu)(fu)務(wu)(wu)(wu)(wu)(wu)(wu)(wu)平(ping)臺全(quan)面建成，“一網通辦(ban)(ban)”服(fu)(fu)務(wu)(wu)(wu)(wu)(wu)(wu)(wu)能力顯著(zhu)增強(qiang)，企業和群眾經常(chang)辦(ban)(ban)理的政(zheng)(zheng)務(wu)(wu)(wu)(wu)(wu)(wu)(wu)服(fu)(fu)務(wu)(wu)(wu)(wu)(wu)(wu)(wu)事項實(shi)現“跨(kua)省通辦(ban)(ban)”。2025年(nian)底前(qian)，政(zheng)(zheng)務(wu)(wu)(wu)(wu)(wu)(wu)(wu)服(fu)(fu)務(wu)(wu)(wu)(wu)(wu)(wu)(wu)標(biao)準(zhun)化、規范化、便(bian)利(li)化水(shui)平(ping)大幅提升，高(gao)頻(pin)政(zheng)(zheng)務(wu)(wu)(wu)(wu)(wu)(wu)(wu)服(fu)(fu)務(wu)(wu)(wu)(wu)(wu)(wu)(wu)事項實(shi)現全(quan)國(guo)(guo)無差別受理、同標(biao)準(zhun)辦(ban)(ban)理；高(gao)頻(pin)電子證照實(shi)現全(quan)國(guo)(guo)互通互認，“免(mian)證辦(ban)(ban)”全(quan)面推行；集約(yue)化辦(ban)(ban)事、智慧化服(fu)(fu)務(wu)(wu)(wu)(wu)(wu)(wu)(wu)實(shi)現新的突(tu)破，“網上辦(ban)(ban)、掌上辦(ban)(ban)、就(jiu)近辦(ban)(ban)、一次辦(ban)(ban)”更加好辦(ban)(ban)易辦(ban)(ban)，政(zheng)(zheng)務(wu)(wu)(wu)(wu)(wu)(wu)(wu)服(fu)(fu)務(wu)(wu)(wu)(wu)(wu)(wu)(wu)線上線下深度融合(he)、協調(diao)發展，方便(bian)快捷(jie)、公平(ping)普(pu)惠、優質(zhi)高(gao)效的政(zheng)(zheng)務(wu)(wu)(wu)(wu)(wu)(wu)(wu)服(fu)(fu)務(wu)(wu)(wu)(wu)(wu)(wu)(wu)體(ti)系全(quan)面建成。

二(er)、推進政(zheng)務服務標準化

（一）推(tui)進政務(wu)服務(wu)事項(xiang)標準化。

明確政務(wu)服務(wu)事項范圍。政(zheng)(zheng)(zheng)務(wu)服(fu)務(wu)事(shi)(shi)(shi)項(xiang)(xiang)包(bao)括(kuo)依(yi)申請(qing)(qing)辦(ban)理的(de)行(xing)(xing)(xing)(xing)(xing)政(zheng)(zheng)(zheng)權(quan)力(li)事(shi)(shi)(shi)項(xiang)(xiang)和公(gong)共服(fu)務(wu)事(shi)(shi)(shi)項(xiang)(xiang)。所涉及(ji)的(de)行(xing)(xing)(xing)(xing)(xing)政(zheng)(zheng)(zheng)權(quan)力(li)事(shi)(shi)(shi)項(xiang)(xiang)包(bao)括(kuo)行(xing)(xing)(xing)(xing)(xing)政(zheng)(zheng)(zheng)許可(ke)、行(xing)(xing)(xing)(xing)(xing)政(zheng)(zheng)(zheng)確認(ren)、行(xing)(xing)(xing)(xing)(xing)政(zheng)(zheng)(zheng)裁決、行(xing)(xing)(xing)(xing)(xing)政(zheng)(zheng)(zheng)給付(fu)、行(xing)(xing)(xing)(xing)(xing)政(zheng)(zheng)(zheng)獎(jiang)勵、行(xing)(xing)(xing)(xing)(xing)政(zheng)(zheng)(zheng)備案及(ji)其他(ta)行(xing)(xing)(xing)(xing)(xing)政(zheng)(zheng)(zheng)權(quan)力(li)事(shi)(shi)(shi)項(xiang)(xiang)。公(gong)共教育、勞動就業、社會保險、醫療衛生、養老服(fu)務(wu)、社會服(fu)務(wu)、住房保障、文化(hua)體育、殘疾人服(fu)務(wu)等領域(yu)依(yi)申請(qing)(qing)辦(ban)理的(de)公(gong)共服(fu)務(wu)事(shi)(shi)(shi)項(xiang)(xiang)全部納入政(zheng)(zheng)(zheng)務(wu)服(fu)務(wu)事(shi)(shi)(shi)項(xiang)(xiang)范圍。

建立國家政務服(fu)務事項(xiang)基本(ben)目錄審核制度。國(guo)(guo)(guo)務(wu)(wu)(wu)(wu)院有關部門負責編制和修(xiu)訂主管行業領域的(de)(de)政(zheng)務(wu)(wu)(wu)(wu)服(fu)(fu)(fu)(fu)務(wu)(wu)(wu)(wu)事(shi)(shi)(shi)項(xiang)(xiang)基本(ben)(ben)目(mu)錄(lu)，包括中(zhong)央(yang)層面實施的(de)(de)和中(zhong)央(yang)指定地(di)方（涵蓋(gai)省、市(shi)、縣、鄉）實施的(de)(de)政(zheng)務(wu)(wu)(wu)(wu)服(fu)(fu)(fu)(fu)務(wu)(wu)(wu)(wu)事(shi)(shi)(shi)項(xiang)(xiang)。國(guo)(guo)(guo)務(wu)(wu)(wu)(wu)院辦公廳(ting)負責組織對政(zheng)務(wu)(wu)(wu)(wu)服(fu)(fu)(fu)(fu)務(wu)(wu)(wu)(wu)事(shi)(shi)(shi)項(xiang)(xiang)合法(fa)性(xing)，基本(ben)(ben)目(mu)錄(lu)及(ji)其要素信息的(de)(de)完整度(du)、準確性(xing)，以及(ji)與權責清單(dan)和行政(zheng)許可(ke)事(shi)(shi)(shi)項(xiang)(xiang)清單(dan)的(de)(de)一(yi)致性(xing)、與地(di)方政(zheng)務(wu)(wu)(wu)(wu)服(fu)(fu)(fu)(fu)務(wu)(wu)(wu)(wu)業務(wu)(wu)(wu)(wu)開展的(de)(de)適用性(xing)等進(jin)行聯合審核，修(xiu)訂印(yin)發(fa)統一(yi)的(de)(de)國(guo)(guo)(guo)家政(zheng)務(wu)(wu)(wu)(wu)服(fu)(fu)(fu)(fu)務(wu)(wu)(wu)(wu)事(shi)(shi)(shi)項(xiang)(xiang)基本(ben)(ben)目(mu)錄(lu)，并在國(guo)(guo)(guo)家政(zheng)務(wu)(wu)(wu)(wu)服(fu)(fu)(fu)(fu)務(wu)(wu)(wu)(wu)平臺和中(zhong)國(guo)(guo)(guo)政(zheng)府網發(fa)布。各地(di)區(qu)要根據國(guo)(guo)(guo)家政(zheng)務(wu)(wu)(wu)(wu)服(fu)(fu)(fu)(fu)務(wu)(wu)(wu)(wu)事(shi)(shi)(shi)項(xiang)(xiang)基本(ben)(ben)目(mu)錄(lu)和本(ben)(ben)地(di)實際，明確應承接(jie)的(de)(de)事(shi)(shi)(shi)項(xiang)(xiang)，并全(quan)面梳(shu)理依法(fa)依規自(zi)行設立的(de)(de)事(shi)(shi)(shi)項(xiang)(xiang)，修(xiu)訂完善本(ben)(ben)地(di)區(qu)政(zheng)務(wu)(wu)(wu)(wu)服(fu)(fu)(fu)(fu)務(wu)(wu)(wu)(wu)事(shi)(shi)(shi)項(xiang)(xiang)基本(ben)(ben)目(mu)錄(lu)。

建立健(jian)全政(zheng)務(wu)(wu)服務(wu)(wu)事項動態管理(li)機(ji)制。建立健全國家和地(di)方政(zheng)(zheng)(zheng)(zheng)(zheng)(zheng)務(wu)(wu)(wu)(wu)(wu)(wu)(wu)服(fu)(fu)(fu)(fu)務(wu)(wu)(wu)(wu)(wu)(wu)(wu)事項管(guan)(guan)(guan)(guan)(guan)理和動態調整(zheng)機(ji)制(zhi)。行業主管(guan)(guan)(guan)(guan)(guan)部門或政(zheng)(zheng)(zheng)(zheng)(zheng)(zheng)務(wu)(wu)(wu)(wu)(wu)(wu)(wu)服(fu)(fu)(fu)(fu)務(wu)(wu)(wu)(wu)(wu)(wu)(wu)審(shen)批(pi)部門要根據(ju)業務(wu)(wu)(wu)(wu)(wu)(wu)(wu)變(bian)化(hua)和實(shi)施(shi)(shi)情況(kuang)及時向本(ben)(ben)(ben)級(ji)政(zheng)(zheng)(zheng)(zheng)(zheng)(zheng)務(wu)(wu)(wu)(wu)(wu)(wu)(wu)服(fu)(fu)(fu)(fu)務(wu)(wu)(wu)(wu)(wu)(wu)(wu)管(guan)(guan)(guan)(guan)(guan)理機(ji)構提(ti)出調整(zheng)政(zheng)(zheng)(zheng)(zheng)(zheng)(zheng)務(wu)(wu)(wu)(wu)(wu)(wu)(wu)服(fu)(fu)(fu)(fu)務(wu)(wu)(wu)(wu)(wu)(wu)(wu)事項基本(ben)(ben)(ben)目錄或實(shi)施(shi)(shi)清單的申請，政(zheng)(zheng)(zheng)(zheng)(zheng)(zheng)務(wu)(wu)(wu)(wu)(wu)(wu)(wu)服(fu)(fu)(fu)(fu)務(wu)(wu)(wu)(wu)(wu)(wu)(wu)管(guan)(guan)(guan)(guan)(guan)理機(ji)構負責政(zheng)(zheng)(zheng)(zheng)(zheng)(zheng)務(wu)(wu)(wu)(wu)(wu)(wu)(wu)服(fu)(fu)(fu)(fu)務(wu)(wu)(wu)(wu)(wu)(wu)(wu)事項基本(ben)(ben)(ben)目錄、實(shi)施(shi)(shi)清單的審(shen)核發布(bu)。基于國家政(zheng)(zheng)(zheng)(zheng)(zheng)(zheng)務(wu)(wu)(wu)(wu)(wu)(wu)(wu)服(fu)(fu)(fu)(fu)務(wu)(wu)(wu)(wu)(wu)(wu)(wu)平臺事項庫，匯聚政(zheng)(zheng)(zheng)(zheng)(zheng)(zheng)務(wu)(wu)(wu)(wu)(wu)(wu)(wu)服(fu)(fu)(fu)(fu)務(wu)(wu)(wu)(wu)(wu)(wu)(wu)事項基本(ben)(ben)(ben)目錄和實(shi)施(shi)(shi)清單，實(shi)現(xian)政(zheng)(zheng)(zheng)(zheng)(zheng)(zheng)務(wu)(wu)(wu)(wu)(wu)(wu)(wu)服(fu)(fu)(fu)(fu)務(wu)(wu)(wu)(wu)(wu)(wu)(wu)事項數據(ju)同(tong)(tong)源、動態更新、聯(lian)動管(guan)(guan)(guan)(guan)(guan)理。推動實(shi)現(xian)市場準入(ru)負面清單、投資審(shen)批(pi)管(guan)(guan)(guan)(guan)(guan)理事項清單、工(gong)程建設項目審(shen)批(pi)事項清單等(deng)與政(zheng)(zheng)(zheng)(zheng)(zheng)(zheng)務(wu)(wu)(wu)(wu)(wu)(wu)(wu)服(fu)(fu)(fu)(fu)務(wu)(wu)(wu)(wu)(wu)(wu)(wu)事項基本(ben)(ben)(ben)目錄的同(tong)(tong)類事項名稱、類型等(deng)要素一致(zhi)。

（二）推進政(zheng)務服務事(shi)項(xiang)實施清單標(biao)準化。國務(wu)(wu)(wu)院有(you)關部門要依據國家政(zheng)(zheng)務(wu)(wu)(wu)服(fu)(fu)務(wu)(wu)(wu)事項基本目錄，明確(que)主管行業(ye)(ye)領域的政(zheng)(zheng)務(wu)(wu)(wu)服(fu)(fu)務(wu)(wu)(wu)事項拆分標準，在推進名稱、編碼、依據、類型等基本要素“四(si)級四(si)同”基礎上，推動逐步實(shi)現同一政(zheng)(zheng)務(wu)(wu)(wu)服(fu)(fu)務(wu)(wu)(wu)事項受理(li)(li)條件(jian)、服(fu)(fu)務(wu)(wu)(wu)對象、辦(ban)理(li)(li)流(liu)程(cheng)、申請(qing)材(cai)料(liao)、法定辦(ban)結時限、辦(ban)理(li)(li)結果(guo)等要素在全國范(fan)圍內統一，形成(cheng)政(zheng)(zheng)務(wu)(wu)(wu)服(fu)(fu)務(wu)(wu)(wu)事項實(shi)施(shi)(shi)清單(dan)，統籌制定政(zheng)(zheng)務(wu)(wu)(wu)服(fu)(fu)務(wu)(wu)(wu)事項“跨省通(tong)辦(ban)”全程(cheng)網辦(ban)、異(yi)地代收代辦(ban)、多地聯辦(ban)的流(liu)程(cheng)規則，明確(que)收件(jian)地和(he)辦(ban)理(li)(li)地的權責劃分、業(ye)(ye)務(wu)(wu)(wu)流(liu)轉程(cheng)序等內容。各地區要對依法依規自行設(she)立的地方政(zheng)(zheng)務(wu)(wu)(wu)服(fu)(fu)務(wu)(wu)(wu)事項做好實(shi)施(shi)(shi)清單(dan)要素統一工作。

（三）健(jian)全(quan)政務(wu)服(fu)務(wu)標準體系(xi)。加強國(guo)家政(zheng)(zheng)(zheng)(zheng)務(wu)(wu)(wu)(wu)(wu)(wu)服務(wu)(wu)(wu)(wu)(wu)(wu)標(biao)(biao)準(zhun)總體框(kuang)架設(she)計，研究制(zhi)定(ding)政(zheng)(zheng)(zheng)(zheng)務(wu)(wu)(wu)(wu)(wu)(wu)服務(wu)(wu)(wu)(wu)(wu)(wu)標(biao)(biao)準(zhun)化發(fa)展(zhan)規(gui)劃。依托全國(guo)行(xing)政(zheng)(zheng)(zheng)(zheng)管理(li)和(he)服務(wu)(wu)(wu)(wu)(wu)(wu)標(biao)(biao)準(zhun)化技術委員會，制(zhi)定(ding)國(guo)家政(zheng)(zheng)(zheng)(zheng)務(wu)(wu)(wu)(wu)(wu)(wu)服務(wu)(wu)(wu)(wu)(wu)(wu)標(biao)(biao)準(zhun)化工(gong)作指南(nan)和(he)制(zhi)修訂(ding)計劃，建立健(jian)全政(zheng)(zheng)(zheng)(zheng)務(wu)(wu)(wu)(wu)(wu)(wu)服務(wu)(wu)(wu)(wu)(wu)(wu)事項管理(li)、政(zheng)(zheng)(zheng)(zheng)務(wu)(wu)(wu)(wu)(wu)(wu)服務(wu)(wu)(wu)(wu)(wu)(wu)中心建設(she)、政(zheng)(zheng)(zheng)(zheng)務(wu)(wu)(wu)(wu)(wu)(wu)服務(wu)(wu)(wu)(wu)(wu)(wu)實施、便民(min)熱線運(yun)行(xing)、服務(wu)(wu)(wu)(wu)(wu)(wu)評(ping)估評(ping)價(jia)等(deng)標(biao)(biao)準(zhun)規(gui)范，持續完善全國(guo)一體化政(zheng)(zheng)(zheng)(zheng)務(wu)(wu)(wu)(wu)(wu)(wu)服務(wu)(wu)(wu)(wu)(wu)(wu)平(ping)臺標(biao)(biao)準(zhun)規(gui)范體系。建立標(biao)(biao)準(zhun)研制(zhi)、試點驗證、審查(cha)發(fa)布(bu)、推(tui)廣實施、效果評(ping)估和(he)監督保障等(deng)閉環運(yun)行(xing)機制(zhi)。

三、推進政(zheng)務服(fu)務規范化

（一(yi)）規范審批服(fu)務。

規范審(shen)批服(fu)務行(xing)為。推進政務(wu)(wu)(wu)服務(wu)(wu)(wu)事項依法依規辦(ban)(ban)(ban)理(li)(li)(li)，嚴(yan)格按照政務(wu)(wu)(wu)服務(wu)(wu)(wu)事項實施清單(dan)提(ti)供辦(ban)(ban)(ban)事服務(wu)(wu)(wu)，不得(de)額外增加或變相增加辦(ban)(ban)(ban)理(li)(li)(li)環節和(he)申請材料(liao)。嚴(yan)格執行首(shou)問負責、一次(ci)性告知和(he)限時辦(ban)(ban)(ban)結(jie)等制度。優化(hua)前置服務(wu)(wu)(wu)，加強政務(wu)(wu)(wu)服務(wu)(wu)(wu)事項申報輔導(dao)。對現場(chang)勘驗、技術(shu)審查、聽證論(lun)證等程序實施清單(dan)化(hua)管理(li)(li)(li)，建(jian)立限時辦(ban)(ban)(ban)結(jie)機制并向社(she)會公布。

規范審(shen)批(pi)監管協同(tong)。按照“誰(shui)(shui)審(shen)批、誰(shui)(shui)監(jian)(jian)(jian)(jian)管(guan)(guan)，誰(shui)(shui)主管(guan)(guan)、誰(shui)(shui)監(jian)(jian)(jian)(jian)管(guan)(guan)”原則，健(jian)全審(shen)管(guan)(guan)銜接機制，實(shi)現(xian)審(shen)批和(he)(he)監(jian)(jian)(jian)(jian)管(guan)(guan)信息(xi)實(shi)時共(gong)享(xiang)。實(shi)行(xing)(xing)相(xiang)對集(ji)中行(xing)(xing)政(zheng)(zheng)(zheng)許(xu)可權改革的(de)地區，要(yao)明確政(zheng)(zheng)(zheng)務服務審(shen)批部(bu)門(men)(men)、行(xing)(xing)業(ye)主管(guan)(guan)部(bu)門(men)(men)的(de)監(jian)(jian)(jian)(jian)管(guan)(guan)職責和(he)(he)邊界，加強協(xie)同配合，政(zheng)(zheng)(zheng)務服務審(shen)批部(bu)門(men)(men)應將有(you)關(guan)政(zheng)(zheng)(zheng)務服務事項辦理信息(xi)和(he)(he)結(jie)果(guo)同步推送至行(xing)(xing)業(ye)主管(guan)(guan)部(bu)門(men)(men)，行(xing)(xing)業(ye)主管(guan)(guan)部(bu)門(men)(men)應將相(xiang)關(guan)的(de)行(xing)(xing)政(zheng)(zheng)(zheng)檢查、行(xing)(xing)政(zheng)(zheng)(zheng)處罰(fa)等監(jian)(jian)(jian)(jian)管(guan)(guan)信息(xi)與政(zheng)(zheng)(zheng)務服務審(shen)批部(bu)門(men)(men)同步共(gong)享(xiang)。

規范(fan)中(zhong)介服務。各地(di)區各部門(men)要(yao)進一(yi)步(bu)清(qing)理(li)(li)(li)政務(wu)(wu)(wu)服務(wu)(wu)(wu)領(ling)域沒(mei)有法律法規或國(guo)務(wu)(wu)(wu)院(yuan)決(jue)定(ding)依據的(de)中(zhong)介(jie)(jie)服務(wu)(wu)(wu)事項，對(dui)(dui)確(que)需保留(liu)的(de)強(qiang)制(zhi)性(xing)中(zhong)介(jie)(jie)服務(wu)(wu)(wu)事項，實行清(qing)單(dan)管(guan)理(li)(li)(li)并向社會(hui)公布。各地(di)區要(yao)加強(qiang)對(dui)(dui)中(zhong)介(jie)(jie)服務(wu)(wu)(wu)的(de)規范管(guan)理(li)(li)(li)，完善中(zhong)介(jie)(jie)服務(wu)(wu)(wu)網上(shang)交易平臺，推動中(zhong)介(jie)(jie)服務(wu)(wu)(wu)機構(gou)公開服務(wu)(wu)(wu)指南，明確(que)服務(wu)(wu)(wu)條(tiao)件、流程、時(shi)限和收(shou)費標準等(deng)(deng)要(yao)素。各有關(guan)部門(men)不得強(qiang)制(zhi)企業選擇特(te)定(ding)中(zhong)介(jie)(jie)服務(wu)(wu)(wu)機構(gou)。加強(qiang)對(dui)(dui)中(zhong)介(jie)(jie)服務(wu)(wu)(wu)機構(gou)的(de)信(xin)用(yong)監管(guan)，實行信(xin)用(yong)等(deng)(deng)級評(ping)價(jia)、資質動態(tai)管(guan)理(li)(li)(li)，解決(jue)中(zhong)介(jie)(jie)服務(wu)(wu)(wu)環節多、耗時(shi)長(chang)、市場壟斷、“紅頂(ding)中(zhong)介(jie)(jie)”等(deng)(deng)問題。

（二）規(gui)范政務服務場所辦(ban)事服務。

規范政務服務場(chang)所設立(li)。統一(yi)各地區設(she)立的(de)(de)集(ji)中(zhong)提供(gong)政(zheng)務(wu)(wu)(wu)(wu)(wu)服(fu)(fu)(fu)(fu)務(wu)(wu)(wu)(wu)(wu)的(de)(de)綜合(he)性(xing)場(chang)(chang)所名稱(cheng)，縣級以上(shang)為政(zheng)務(wu)(wu)(wu)(wu)(wu)服(fu)(fu)(fu)(fu)務(wu)(wu)(wu)(wu)(wu)中(zhong)心(xin)(xin)，鄉鎮（街(jie)道）為便民服(fu)(fu)(fu)(fu)務(wu)(wu)(wu)(wu)(wu)中(zhong)心(xin)(xin)，村（社區）為便民服(fu)(fu)(fu)(fu)務(wu)(wu)(wu)(wu)(wu)站。各地區要(yao)建(jian)立政(zheng)務(wu)(wu)(wu)(wu)(wu)服(fu)(fu)(fu)(fu)務(wu)(wu)(wu)(wu)(wu)中(zhong)心(xin)(xin)進(jin)駐事項(xiang)負面清單(dan)制度，除場(chang)(chang)地限(xian)制或(huo)涉及國家秘密等(deng)情形外，原則上(shang)政(zheng)務(wu)(wu)(wu)(wu)(wu)服(fu)(fu)(fu)(fu)務(wu)(wu)(wu)(wu)(wu)事項(xiang)均應納入政(zheng)務(wu)(wu)(wu)(wu)(wu)服(fu)(fu)(fu)(fu)務(wu)(wu)(wu)(wu)(wu)中(zhong)心(xin)(xin)集(ji)中(zhong)辦理。地方部門單(dan)設(she)的(de)(de)政(zheng)務(wu)(wu)(wu)(wu)(wu)服(fu)(fu)(fu)(fu)務(wu)(wu)(wu)(wu)(wu)窗口原則上(shang)應整合(he)并入本級政(zheng)務(wu)(wu)(wu)(wu)(wu)服(fu)(fu)(fu)(fu)務(wu)(wu)(wu)(wu)(wu)中(zhong)心(xin)(xin)，確(que)不具備(bei)整合(he)條(tiao)件的(de)(de)要(yao)納入本級政(zheng)務(wu)(wu)(wu)(wu)(wu)服(fu)(fu)(fu)(fu)務(wu)(wu)(wu)(wu)(wu)中(zhong)心(xin)(xin)一(yi)體化(hua)管理，按照統一(yi)要(yao)求提供(gong)規范化(hua)服(fu)(fu)(fu)(fu)務(wu)(wu)(wu)(wu)(wu)。未(wei)設(she)立省(sheng)級政(zheng)務(wu)(wu)(wu)(wu)(wu)服(fu)(fu)(fu)(fu)務(wu)(wu)(wu)(wu)(wu)中(zhong)心(xin)(xin)的(de)(de)地區，可探索依(yi)托省(sheng)會城市政(zheng)務(wu)(wu)(wu)(wu)(wu)服(fu)(fu)(fu)(fu)務(wu)(wu)(wu)(wu)(wu)中(zhong)心(xin)(xin)共建(jian)運行(xing)模(mo)式。國務(wu)(wu)(wu)(wu)(wu)院部門可根據實際需要(yao)設(she)立政(zheng)務(wu)(wu)(wu)(wu)(wu)服(fu)(fu)(fu)(fu)務(wu)(wu)(wu)(wu)(wu)大廳，集(ji)中(zhong)提供(gong)辦事服(fu)(fu)(fu)(fu)務(wu)(wu)(wu)(wu)(wu)。

規范(fan)政務(wu)服務(wu)窗口(kou)設置。政務(wu)(wu)服(fu)(fu)務(wu)(wu)中心要設置(zhi)綜(zong)合咨詢(xun)窗(chuang)口(kou)，統一提(ti)供咨詢(xun)、引導等服(fu)(fu)務(wu)(wu)。設置(zhi)綜(zong)合辦(ban)(ban)(ban)(ban)事(shi)窗(chuang)口(kou)，逐步整合部門單設的辦(ban)(ban)(ban)(ban)事(shi)窗(chuang)口(kou)，按照“前臺綜(zong)合受(shou)理、后臺分類(lei)審批(pi)、綜(zong)合窗(chuang)口(kou)出件”模(mo)式，合理設置(zhi)無差別或分領域綜(zong)合辦(ban)(ban)(ban)(ban)事(shi)窗(chuang)口(kou)，實現“一窗(chuang)受(shou)理、綜(zong)合服(fu)(fu)務(wu)(wu)”。設置(zhi)幫辦(ban)(ban)(ban)(ban)代辦(ban)(ban)(ban)(ban)窗(chuang)口(kou)，為老年人、殘疾(ji)人等特殊群體提(ti)供幫辦(ban)(ban)(ban)(ban)代辦(ban)(ban)(ban)(ban)服(fu)(fu)務(wu)(wu)。設置(zhi)“跨省通辦(ban)(ban)(ban)(ban)”、“省內通辦(ban)(ban)(ban)(ban)”窗(chuang)口(kou)，為企業(ye)和群眾提(ti)供異地辦(ban)(ban)(ban)(ban)事(shi)服(fu)(fu)務(wu)(wu)。設置(zhi)“辦(ban)(ban)(ban)(ban)不成(cheng)事(shi)”反(fan)映窗(chuang)口(kou)，提(ti)供兜底服(fu)(fu)務(wu)(wu)，解決企業(ye)和群眾辦(ban)(ban)(ban)(ban)事(shi)過(guo)程中遇到的疑難事(shi)項(xiang)和復(fu)雜問題。

規范(fan)政務(wu)服務(wu)窗口業(ye)務(wu)辦理(li)。進駐(zhu)的政(zheng)(zheng)務(wu)(wu)(wu)服務(wu)(wu)(wu)事(shi)項(xiang)必須在政(zheng)(zheng)務(wu)(wu)(wu)服務(wu)(wu)(wu)中心(xin)實質(zhi)運行，嚴(yan)禁(jin)“明進暗不進”。對適用“收件(jian)即受(shou)理”方式(shi)的政(zheng)(zheng)務(wu)(wu)(wu)服務(wu)(wu)(wu)事(shi)項(xiang)，有關部(bu)(bu)門(men)要(yao)授權(quan)窗(chuang)口工作人員接(jie)收申請材料并出具(ju)受(shou)理憑證(zheng)。建(jian)立部(bu)(bu)門(men)業務(wu)(wu)(wu)綜(zong)合授權(quan)的“首席事(shi)務(wu)(wu)(wu)代表”制度，推動(dong)更多政(zheng)(zheng)務(wu)(wu)(wu)服務(wu)(wu)(wu)事(shi)項(xiang)當場辦(ban)理、簡(jian)單事(shi)項(xiang)即時辦(ban)結。

（三）規范網(wang)上(shang)辦事(shi)服務。

統籌網(wang)上辦(ban)事(shi)入口。各(ge)地區要依(yi)托全(quan)國一(yi)體化政(zheng)務(wu)服(fu)務(wu)平(ping)臺，統(tong)(tong)一(yi)提供政(zheng)務(wu)服(fu)務(wu)，實現網(wang)(wang)上辦事“一(yi)次注冊(ce)(ce)、多(duo)點互(hu)認、全(quan)網(wang)(wang)通行”。推進各(ge)級政(zheng)府網(wang)(wang)站(zhan)、政(zheng)務(wu)服(fu)務(wu)平(ping)臺適老化、無障礙改造。各(ge)地區要整合本級部門的(de)各(ge)類政(zheng)務(wu)服(fu)務(wu)移動端應用(yong)，原(yuan)則(ze)上通過本級統(tong)(tong)一(yi)的(de)政(zheng)務(wu)服(fu)務(wu)平(ping)臺移動端（含小程序(xu)等）提供服(fu)務(wu)，解決政(zheng)務(wu)移動應用(yong)程序(xu)（APP）數量多(duo)、重復注冊(ce)(ce)等問題。

規范(fan)網上辦事(shi)指引。進一步完善網上(shang)(shang)辦(ban)事(shi)引導功能，優化頁面(mian)設計、簡化辦(ban)事(shi)操作(zuo)、提高系統穩定(ding)性，規范在線(xian)咨詢(xun)、引導服務，提供更加簡明易懂實(shi)用的辦(ban)事(shi)指南和網上(shang)(shang)辦(ban)事(shi)操作(zuo)說(shuo)明，創新在線(xian)導辦(ban)幫辦(ban)、智(zhi)能客服等方(fang)式，輔助在線(xian)辦(ban)理(li)，解決網上(shang)(shang)辦(ban)事(shi)看不(bu)懂、操作(zuo)不(bu)便、容(rong)易出錯(cuo)、系統卡頓等問題，實(shi)現“一看就(jiu)能懂、一點就(jiu)能辦(ban)”。

提升網(wang)上辦事深度(du)。深化(hua)政(zheng)(zheng)務(wu)(wu)(wu)服(fu)(fu)務(wu)(wu)(wu)“一網(wang)通辦(ban)”，加(jia)大(da)辦(ban)事環節精(jing)簡和流程(cheng)再(zai)造力度，提(ti)升政(zheng)(zheng)務(wu)(wu)(wu)服(fu)(fu)務(wu)(wu)(wu)事項(xiang)網(wang)上辦(ban)理深度，提(ti)供申(shen)請受理、審查(cha)決(jue)定、結果送(song)達等全(quan)(quan)流程(cheng)、全(quan)(quan)環節網(wang)上服(fu)(fu)務(wu)(wu)(wu)，推動更多(duo)適合網(wang)上辦(ban)理的政(zheng)(zheng)務(wu)(wu)(wu)服(fu)(fu)務(wu)(wu)(wu)事項(xiang)由網(wang)上可辦(ban)向(xiang)全(quan)(quan)程(cheng)網(wang)辦(ban)、好辦(ban)易辦(ban)轉變。

（四）規(gui)范政務(wu)服(fu)務(wu)線上線下(xia)融(rong)合發展。

規范政務服務辦理方式(shi)。線(xian)(xian)上(shang)線(xian)(xian)下并行提(ti)供(gong)服(fu)務(wu)(wu)，滿(man)足企業(ye)和群(qun)眾的(de)多(duo)樣化(hua)辦(ban)事(shi)需求(qiu)。對已實現線(xian)(xian)上(shang)辦(ban)理(li)的(de)政務(wu)(wu)服(fu)務(wu)(wu)事(shi)項(xiang)，原則上(shang)要同(tong)步提(ti)供(gong)線(xian)(xian)下窗口(kou)辦(ban)事(shi)服(fu)務(wu)(wu)，由企業(ye)和群(qun)眾自主選(xuan)擇辦(ban)理(li)渠道(dao)。申(shen)(shen)請(qing)(qing)人(ren)在線(xian)(xian)下辦(ban)理(li)業(ye)務(wu)(wu)時，不得強制要求(qiu)其先(xian)到線(xian)(xian)上(shang)預約或(huo)在線(xian)(xian)提(ti)交(jiao)申(shen)(shen)請(qing)(qing)材料(liao)(liao)。已在線(xian)(xian)收取申(shen)(shen)請(qing)(qing)材料(liao)(liao)或(huo)通(tong)過部門間共享能獲取規范(fan)化(hua)電子材料(liao)(liao)的(de)，不得要求(qiu)申(shen)(shen)請(qing)(qing)人(ren)重復提(ti)交(jiao)紙質材料(liao)(liao)。

合(he)理配置政(zheng)務服務資(zi)源(yuan)。各地(di)區要根據本地(di)區政(zheng)務(wu)(wu)服(fu)務(wu)(wu)發展(zhan)水平、保障(zhang)能力(li)等(deng)實際(ji)情況，合理(li)配置線上(shang)(shang)線下政(zheng)務(wu)(wu)服(fu)務(wu)(wu)資源，協同(tong)推進政(zheng)務(wu)(wu)服(fu)務(wu)(wu)中心（便民服(fu)務(wu)(wu)中心〔站〕）與政(zheng)務(wu)(wu)服(fu)務(wu)(wu)平臺建設，在(zai)推動更(geng)多政(zheng)務(wu)(wu)服(fu)務(wu)(wu)事項線上(shang)(shang)辦理(li)的同(tong)時，同(tong)步(bu)提升線下服(fu)務(wu)(wu)能力(li)。推進政(zheng)務(wu)(wu)服(fu)務(wu)(wu)事項、辦事指南等(deng)在(zai)線上(shang)(shang)線下服(fu)務(wu)(wu)渠道同(tong)源發布(bu)、同(tong)步(bu)更(geng)新，做到線上(shang)(shang)線下無差(cha)別受理(li)、同(tong)標(biao)準辦理(li)。

（五）規范開展政務服務評估評價。落實(shi)政(zheng)(zheng)(zheng)務(wu)(wu)(wu)(wu)服(fu)務(wu)(wu)(wu)(wu)“好(hao)(hao)差(cha)評(ping)(ping)”制度，在各(ge)級政(zheng)(zheng)(zheng)務(wu)(wu)(wu)(wu)服(fu)務(wu)(wu)(wu)(wu)機(ji)構、政(zheng)(zheng)(zheng)務(wu)(wu)(wu)(wu)服(fu)務(wu)(wu)(wu)(wu)平臺(tai)、政(zheng)(zheng)(zheng)務(wu)(wu)(wu)(wu)服(fu)務(wu)(wu)(wu)(wu)便(bian)民(min)熱線全(quan)(quan)面開展(zhan)“好(hao)(hao)差(cha)評(ping)(ping)”工作(zuo)，建立(li)健全(quan)(quan)全(quan)(quan)國一(yi)體化(hua)政(zheng)(zheng)(zheng)務(wu)(wu)(wu)(wu)服(fu)務(wu)(wu)(wu)(wu)平臺(tai)“好(hao)(hao)差(cha)評(ping)(ping)”管理體系，確保評(ping)(ping)價(jia)(jia)數據(ju)客(ke)觀、真(zhen)實(shi)，形(xing)成評(ping)(ping)價(jia)(jia)、整(zheng)改、反饋、監(jian)督全(quan)(quan)流(liu)程銜(xian)接的(de)政(zheng)(zheng)(zheng)務(wu)(wu)(wu)(wu)服(fu)務(wu)(wu)(wu)(wu)評(ping)(ping)價(jia)(jia)機(ji)制。堅(jian)持(chi)評(ping)(ping)價(jia)(jia)人(ren)自(zi)(zi)愿自(zi)(zi)主評(ping)(ping)價(jia)(jia)原則，不得強迫(po)或者干擾評(ping)(ping)價(jia)(jia)人(ren)的(de)評(ping)(ping)價(jia)(jia)行為。國務(wu)(wu)(wu)(wu)院辦公廳負責統籌(chou)國家(jia)層(ceng)面開展(zhan)的(de)政(zheng)(zheng)(zheng)務(wu)(wu)(wu)(wu)服(fu)務(wu)(wu)(wu)(wu)相關評(ping)(ping)估評(ping)(ping)價(jia)(jia)工作(zuo)，優(you)化(hua)評(ping)(ping)價(jia)(jia)方(fang)式方(fang)法(fa)，科(ke)學引導政(zheng)(zheng)(zheng)務(wu)(wu)(wu)(wu)服(fu)務(wu)(wu)(wu)(wu)優(you)化(hua)提升。各(ge)地區要建立(li)健全(quan)(quan)政(zheng)(zheng)(zheng)務(wu)(wu)(wu)(wu)服(fu)務(wu)(wu)(wu)(wu)督查(cha)考核機(ji)制，將政(zheng)(zheng)(zheng)務(wu)(wu)(wu)(wu)服(fu)務(wu)(wu)(wu)(wu)工作(zuo)納(na)入本(ben)地區政(zheng)(zheng)(zheng)府年度績效考核范(fan)圍(wei)。規范(fan)政(zheng)(zheng)(zheng)務(wu)(wu)(wu)(wu)服(fu)務(wu)(wu)(wu)(wu)社會第三方(fang)評(ping)(ping)估，更好(hao)(hao)發揮社會監(jian)督作(zuo)用(yong)，及時(shi)回應社會關切。

四、推(tui)進政務服(fu)務便利化

（一）推進政務服務事項(xiang)集成化辦(ban)理(li)。從便利企(qi)業和群眾辦(ban)(ban)事角(jiao)度出(chu)(chu)發，圍繞企(qi)業從設立到注銷、個人(ren)從出(chu)(chu)生到身后的全(quan)生命周期，推動(dong)關聯性強、辦(ban)(ban)事需求(qiu)(qiu)量大、企(qi)業和群眾獲(huo)得感強的多(duo)個跨部門(men)、跨層級政(zheng)務服務事項集成化辦(ban)(ban)理，提供(gong)主題式、套餐(can)式服務。按(an)照“一(yi)次告知、一(yi)表申請、一(yi)套材料(liao)、一(yi)窗（端）受(shou)理、一(yi)網辦(ban)(ban)理”的要求(qiu)(qiu)，優(you)化業務流程，通過(guo)系統對接整(zheng)合和數據共享(xiang)，減少辦(ban)(ban)事環節、精(jing)簡申請材料(liao)、壓縮辦(ban)(ban)理時限。

（二）推廣“免(mian)證(zheng)辦”服(fu)務。在保(bao)護個人隱私、商(shang)業秘(mi)密和(he)確保(bao)數據安(an)全的(de)前提(ti)下，通(tong)過流程優(you)化、機制創新和(he)技術(shu)保(bao)障，推進電(dian)子(zi)證(zheng)(zheng)照在政務服(fu)務領域應用和(he)全國互通(tong)互認。全面開展證(zheng)(zheng)照梳理(li)，通(tong)過直接(jie)取消證(zheng)(zheng)照材(cai)料或(huo)數據共享、在線核(he)驗等方式，推動實現政府(fu)部門(men)核(he)發的(de)材(cai)料一律免(mian)于提(ti)交，能夠提(ti)供(gong)電(dian)子(zi)證(zheng)(zheng)照的(de)一律免(mian)于提(ti)交實體證(zheng)(zheng)照。

（三）推動更多政(zheng)務(wu)服(fu)務(wu)事項“就近辦(ban)”。推動(dong)公(gong)共教育、勞動(dong)就業(ye)、社會(hui)保(bao)險(xian)、醫(yi)療衛生(sheng)、養(yang)老服(fu)務(wu)(wu)、社會(hui)服(fu)務(wu)(wu)、戶(hu)籍管理(li)(li)等領(ling)域群眾(zhong)經常辦(ban)理(li)(li)且(qie)基層能有(you)效承接的政(zheng)務(wu)(wu)服(fu)務(wu)(wu)事項(xiang)以委(wei)托(tuo)受理(li)(li)、授(shou)權辦(ban)理(li)(li)、幫(bang)辦(ban)代辦(ban)等方式(shi)下沉至便民服(fu)務(wu)(wu)中心（站）辦(ban)理(li)(li)。推廣(guang)24小(xiao)時自助(zhu)服(fu)務(wu)(wu)，推動(dong)集成式(shi)自助(zhu)終(zhong)端向村（社區(qu)）、園區(qu)、商(shang)場、樓(lou)宇(yu)和銀行(xing)、郵(you)政(zheng)、電(dian)信網(wang)點(dian)等場所延伸，鼓勵各地區(qu)整(zheng)合(he)公(gong)安、稅(shui)務(wu)(wu)、社會(hui)保(bao)障(zhang)、醫(yi)療保(bao)障(zhang)等自助(zhu)服(fu)務(wu)(wu)功能，推動(dong)更多(duo)事項(xiang)全(quan)程自助(zhu)辦(ban)理(li)(li)，實現(xian)政(zheng)務(wu)(wu)服(fu)務(wu)(wu)“就近辦(ban)、家門(men)口辦(ban)”。

（四）推動更多政務(wu)服(fu)務(wu)事(shi)項“網上辦、掌上辦”。按(an)照“應上盡上”原則，除涉及國家秘密等情形(xing)外(wai)，推(tui)動各地區各部(bu)(bu)門(men)政務(wu)(wu)(wu)(wu)(wu)服(fu)(fu)務(wu)(wu)(wu)(wu)(wu)事(shi)項全(quan)部(bu)(bu)納入(ru)全(quan)國一(yi)體(ti)化政務(wu)(wu)(wu)(wu)(wu)服(fu)(fu)務(wu)(wu)(wu)(wu)(wu)平臺(tai)管理和運行(xing)，加快實(shi)現(xian)“一(yi)網(wang)通辦”。加快全(quan)國一(yi)體(ti)化政務(wu)(wu)(wu)(wu)(wu)服(fu)(fu)務(wu)(wu)(wu)(wu)(wu)平臺(tai)移(yi)動端建(jian)設，推(tui)動企業和群眾經常辦理的政務(wu)(wu)(wu)(wu)(wu)服(fu)(fu)務(wu)(wu)(wu)(wu)(wu)事(shi)項“掌上辦、指尖辦”，推(tui)進身份證(zheng)(zheng)電(dian)子(zi)(zi)證(zheng)(zheng)照、電(dian)子(zi)(zi)社保(bao)卡(ka)、電(dian)子(zi)(zi)駕駛(shi)證(zheng)(zheng)、電(dian)子(zi)(zi)行(xing)駛(shi)證(zheng)(zheng)、電(dian)子(zi)(zi)營業執照等高頻電(dian)子(zi)(zi)證(zheng)(zheng)照在(zai)政務(wu)(wu)(wu)(wu)(wu)服(fu)(fu)務(wu)(wu)(wu)(wu)(wu)平臺(tai)移(yi)動端匯聚，并在(zai)日(ri)常生產(chan)生活(huo)各領域中應用。在(zai)確保(bao)安全(quan)可控的前提下，發揮第三方(fang)平臺(tai)渠道(dao)優勢，拓(tuo)展政務(wu)(wu)(wu)(wu)(wu)服(fu)(fu)務(wu)(wu)(wu)(wu)(wu)移(yi)動應用。

（五）推行告知(zhi)承(cheng)諾制和容缺受理服務(wu)模(mo)式(shi)。除直接涉及(ji)國(guo)家安(an)(an)全、國(guo)家秘密(mi)、公共安(an)(an)全、金融業審慎(shen)監管、生(sheng)態環(huan)境保護，直接關(guan)系人身健康、生(sheng)命(ming)財產安(an)(an)全，以及(ji)重要涉外等風險較大(da)、糾錯成本較高、損害難以挽回的(de)政務(wu)服(fu)務(wu)事項外，各(ge)地(di)區各(ge)有關(guan)部(bu)門(men)要按照最大(da)限度利企(qi)便(bian)民原則(ze)梳理可采取告知(zhi)承(cheng)諾(nuo)(nuo)制(zhi)(zhi)方式(shi)的(de)政務(wu)服(fu)務(wu)事項，明確承(cheng)諾(nuo)(nuo)的(de)具體內容、要求以及(ji)違反承(cheng)諾(nuo)(nuo)應(ying)承(cheng)擔的(de)法律責任，細(xi)化辦事承(cheng)諾(nuo)(nuo)方式(shi)和承(cheng)諾(nuo)(nuo)事項監管細(xi)則(ze)，并(bing)(bing)向社會公布(bu)。各(ge)地(di)區各(ge)有關(guan)部(bu)門(men)要完善容缺受(shou)理服(fu)務(wu)機(ji)制(zhi)(zhi)，依法依規編制(zhi)(zhi)并(bing)(bing)公布(bu)可容缺受(shou)理的(de)政務(wu)服(fu)務(wu)事項清(qing)單，明確事項名稱、主要申請(qing)材料和可容缺受(shou)理的(de)材料。

（六(liu)）提升(sheng)智慧化精準(zhun)化個性化服務水平(ping)。依(yi)托全國一(yi)(yi)體(ti)化政(zheng)務服務平臺，建設企業和(he)(he)個人專屬服務空間(jian)，完(wan)善“一(yi)(yi)企一(yi)(yi)檔”、“一(yi)(yi)人一(yi)(yi)檔”，規范和(he)(he)拓展二維碼、數(shu)字名(ming)片等場景應(ying)用(yong)，實現個性化精準服務。充分運用(yong)大數(shu)據、人工智(zhi)能(neng)(neng)、物(wu)聯(lian)網(wang)等新技術，推出“免申(shen)即(ji)享”、政(zheng)務服務地圖、“一(yi)(yi)碼辦事(shi)”、智(zhi)能(neng)(neng)審批等創新應(ying)用(yong)模式。

（七）提供更多(duo)便利服(fu)務。各類(lei)政(zheng)務(wu)(wu)服(fu)(fu)(fu)務(wu)(wu)場所(suo)要(yao)(yao)加(jia)(jia)強無障礙環境建設和改(gai)造，為老年人、殘疾人等特殊群(qun)體提供便(bian)利(li)服(fu)(fu)(fu)務(wu)(wu)。推進水電(dian)氣熱、電(dian)信、公證、法律援助等與(yu)企業(ye)和群(qun)眾(zhong)生(sheng)產生(sheng)活密切相關的(de)服(fu)(fu)(fu)務(wu)(wu)進駐(zhu)政(zheng)務(wu)(wu)服(fu)(fu)(fu)務(wu)(wu)中(zhong)(zhong)心和政(zheng)務(wu)(wu)服(fu)(fu)(fu)務(wu)(wu)平(ping)臺(tai)。政(zheng)務(wu)(wu)服(fu)(fu)(fu)務(wu)(wu)中(zhong)(zhong)心（便(bian)民(min)服(fu)(fu)(fu)務(wu)(wu)中(zhong)(zhong)心〔站〕）要(yao)(yao)依法加(jia)(jia)強與(yu)各類(lei)寄(ji)遞(di)企業(ye)的(de)合作，降低(di)企業(ye)和群(qun)眾(zhong)辦(ban)事成本。鼓勵(li)各地區政(zheng)務(wu)(wu)服(fu)(fu)(fu)務(wu)(wu)中(zhong)(zhong)心開展延時錯時服(fu)(fu)(fu)務(wu)(wu)。

五、全(quan)面提升(sheng)全(quan)國一(yi)體(ti)化政(zheng)務(wu)(wu)服務(wu)(wu)平(ping)臺服務(wu)(wu)能力

（一）加強平臺建(jian)設統籌。充分發揮全(quan)(quan)國(guo)一體(ti)化在線政(zheng)務(wu)(wu)(wu)(wu)(wu)服(fu)(fu)務(wu)(wu)(wu)(wu)(wu)平(ping)(ping)臺建(jian)設(she)和管理協調小組作用，統籌全(quan)(quan)國(guo)一體(ti)化政(zheng)務(wu)(wu)(wu)(wu)(wu)服(fu)(fu)務(wu)(wu)(wu)(wu)(wu)平(ping)(ping)臺建(jian)設(she)和管理，加(jia)快地方(fang)、部(bu)門(men)政(zheng)務(wu)(wu)(wu)(wu)(wu)服(fu)(fu)務(wu)(wu)(wu)(wu)(wu)業務(wu)(wu)(wu)(wu)(wu)系統與國(guo)家政(zheng)務(wu)(wu)(wu)(wu)(wu)服(fu)(fu)務(wu)(wu)(wu)(wu)(wu)平(ping)(ping)臺全(quan)(quan)面對接(jie)融合(he)。各級部(bu)門(men)能依(yi)托全(quan)(quan)國(guo)一體(ti)化政(zheng)務(wu)(wu)(wu)(wu)(wu)服(fu)(fu)務(wu)(wu)(wu)(wu)(wu)平(ping)(ping)臺支(zhi)撐政(zheng)務(wu)(wu)(wu)(wu)(wu)服(fu)(fu)務(wu)(wu)(wu)(wu)(wu)業務(wu)(wu)(wu)(wu)(wu)辦(ban)理的，不再單(dan)獨(du)建(jian)設(she)相(xiang)關業務(wu)(wu)(wu)(wu)(wu)系統，確(que)需(xu)單(dan)獨(du)建(jian)設(she)業務(wu)(wu)(wu)(wu)(wu)系統的，要把與全(quan)(quan)國(guo)一體(ti)化政(zheng)務(wu)(wu)(wu)(wu)(wu)服(fu)(fu)務(wu)(wu)(wu)(wu)(wu)平(ping)(ping)臺對接(jie)融合(he)和數據共享作為項(xiang)目立(li)項(xiang)及驗收條件(jian)。各地區政(zheng)務(wu)(wu)(wu)(wu)(wu)服(fu)(fu)務(wu)(wu)(wu)(wu)(wu)平(ping)(ping)臺應由(you)省(sheng)級統籌建(jian)設(she)，原則上不再單(dan)獨(du)建(jian)設(she)地市級以下政(zheng)務(wu)(wu)(wu)(wu)(wu)服(fu)(fu)務(wu)(wu)(wu)(wu)(wu)平(ping)(ping)臺。

（二）強(qiang)化(hua)平臺公共支(zhi)撐。充分(fen)發揮國家政務(wu)服(fu)務(wu)平臺公(gong)(gong)共入口、公(gong)(gong)共通道、公(gong)(gong)共支撐的總樞紐作用，建立(li)完善(shan)政務(wu)服(fu)務(wu)統(tong)一身(shen)份認(ren)證(zheng)系(xi)統(tong)，規范各地區各部(bu)門電(dian)子(zi)(zi)印章制發核(he)驗和用印，加快(kuai)電(dian)子(zi)(zi)證(zheng)照(zhao)歸(gui)集共享應用，建立(li)電(dian)子(zi)(zi)證(zheng)照(zhao)簽發以及(ji)跨地區跨層級互通互認(ren)、異議處理、反饋糾錯(cuo)規則機制。推行(xing)政務(wu)服(fu)務(wu)電(dian)子(zi)(zi)文(wen)件單套歸(gui)檔和電(dian)子(zi)(zi)檔案單套管理。

（三(san)）提升數據共享(xiang)能力。以全國(guo)一體化政(zheng)(zheng)務(wu)服務(wu)平臺(tai)為數據(ju)(ju)共享(xiang)總樞紐，在(zai)確保(bao)數據(ju)(ju)安全的(de)基(ji)礎上(shang)，充分發揮政(zheng)(zheng)務(wu)數據(ju)(ju)共享(xiang)協調機(ji)制作用，建立政(zheng)(zheng)務(wu)數據(ju)(ju)共享(xiang)供(gong)需(xu)(xu)對(dui)接(jie)機(ji)制，推(tui)進國(guo)務(wu)院部(bu)門垂直管理業務(wu)信(xin)息系(xi)統與(yu)地(di)方(fang)(fang)政(zheng)(zheng)務(wu)服務(wu)平臺(tai)深度對(dui)接(jie)和數據(ju)(ju)雙向共享(xiang)，強(qiang)化部(bu)門之(zhi)間、部(bu)門與(yu)地(di)方(fang)(fang)之(zhi)間、地(di)方(fang)(fang)之(zhi)間政(zheng)(zheng)務(wu)數據(ju)(ju)共享(xiang)，提高數據(ju)(ju)質量和可用性(xing)、時效性(xing)，滿足不動(dong)產登記、社會保(bao)障(zhang)、戶籍管理、市場主體準(zhun)入準(zhun)營等(deng)重點領域以及人(ren)口、法(fa)人(ren)、地(di)名、教育(yu)、婚(hun)姻、生育(yu)、住房、信(xin)用等(deng)普(pu)遍性(xing)數據(ju)(ju)需(xu)(xu)求。

六、保障(zhang)措施

（一）加強組織(zhi)領導。各地(di)區(qu)(qu)各部門(men)(men)要(yao)充(chong)分認識推進(jin)政(zheng)(zheng)(zheng)(zheng)務(wu)(wu)(wu)(wu)(wu)(wu)服(fu)務(wu)(wu)(wu)(wu)(wu)(wu)標(biao)準化(hua)、規(gui)范(fan)化(hua)、便利化(hua)工(gong)(gong)作(zuo)(zuo)的(de)重要(yao)意(yi)義(yi)，切實(shi)(shi)加(jia)強組(zu)(zu)織(zhi)領導(dao)，層層壓(ya)實(shi)(shi)責(ze)(ze)任(ren)，強化(hua)經(jing)費、人員、場地(di)、信息化(hua)保(bao)障。明(ming)確國家、省、市、縣、鄉五級(ji)政(zheng)(zheng)(zheng)(zheng)務(wu)(wu)(wu)(wu)(wu)(wu)服(fu)務(wu)(wu)(wu)(wu)(wu)(wu)責(ze)(ze)任(ren)體(ti)(ti)(ti)系(xi)。國務(wu)(wu)(wu)(wu)(wu)(wu)院辦(ban)公廳(ting)負(fu)(fu)責(ze)(ze)全國政(zheng)(zheng)(zheng)(zheng)務(wu)(wu)(wu)(wu)(wu)(wu)服(fu)務(wu)(wu)(wu)(wu)(wu)(wu)工(gong)(gong)作(zuo)(zuo)的(de)頂層設計、統籌(chou)推進(jin)、監督檢(jian)查，組(zu)(zu)織(zhi)建立健全政(zheng)(zheng)(zheng)(zheng)務(wu)(wu)(wu)(wu)(wu)(wu)服(fu)務(wu)(wu)(wu)(wu)(wu)(wu)責(ze)(ze)任(ren)和標(biao)準體(ti)(ti)(ti)系(xi)，完善(shan)政(zheng)(zheng)(zheng)(zheng)務(wu)(wu)(wu)(wu)(wu)(wu)數據共享(xiang)協(xie)調(diao)機(ji)制，指導(dao)、協(xie)調(diao)和督促(cu)各地(di)區(qu)(qu)各部門(men)(men)提(ti)供(gong)優質(zhi)、規(gui)范(fan)、高效的(de)政(zheng)(zheng)(zheng)(zheng)務(wu)(wu)(wu)(wu)(wu)(wu)服(fu)務(wu)(wu)(wu)(wu)(wu)(wu)，組(zu)(zu)織(zhi)推進(jin)全國一體(ti)(ti)(ti)化(hua)政(zheng)(zheng)(zheng)(zheng)務(wu)(wu)(wu)(wu)(wu)(wu)服(fu)務(wu)(wu)(wu)(wu)(wu)(wu)平(ping)臺建設。國務(wu)(wu)(wu)(wu)(wu)(wu)院各部門(men)(men)負(fu)(fu)責(ze)(ze)指導(dao)、協(xie)調(diao)和督促(cu)主(zhu)管(guan)行業(ye)領域的(de)政(zheng)(zheng)(zheng)(zheng)務(wu)(wu)(wu)(wu)(wu)(wu)服(fu)務(wu)(wu)(wu)(wu)(wu)(wu)工(gong)(gong)作(zuo)(zuo)。縣級(ji)以上(shang)地(di)方人民政(zheng)(zheng)(zheng)(zheng)府(fu)對(dui)本地(di)區(qu)(qu)政(zheng)(zheng)(zheng)(zheng)務(wu)(wu)(wu)(wu)(wu)(wu)服(fu)務(wu)(wu)(wu)(wu)(wu)(wu)工(gong)(gong)作(zuo)(zuo)負(fu)(fu)主(zhu)要(yao)責(ze)(ze)任(ren)，政(zheng)(zheng)(zheng)(zheng)府(fu)辦(ban)公廳(ting)（室）要(yao)充(chong)分發揮統籌(chou)協(xie)調(diao)作(zuo)(zuo)用，細化(hua)任(ren)務(wu)(wu)(wu)(wu)(wu)(wu)分工(gong)(gong)，推動(dong)解決有關重點難點問題，確保(bao)改革任(ren)務(wu)(wu)(wu)(wu)(wu)(wu)盡快落地(di)見(jian)效。鄉鎮人民政(zheng)(zheng)(zheng)(zheng)府(fu)和街道辦(ban)事處負(fu)(fu)責(ze)(ze)本轄(xia)區(qu)(qu)政(zheng)(zheng)(zheng)(zheng)務(wu)(wu)(wu)(wu)(wu)(wu)服(fu)務(wu)(wu)(wu)(wu)(wu)(wu)具體(ti)(ti)(ti)工(gong)(gong)作(zuo)(zuo)，接受(shou)上(shang)級(ji)政(zheng)(zheng)(zheng)(zheng)務(wu)(wu)(wu)(wu)(wu)(wu)服(fu)務(wu)(wu)(wu)(wu)(wu)(wu)管(guan)理機(ji)構(gou)指導(dao)和監督。

（二）加強地方政務(wu)服務(wu)體系建設。縣(xian)級以上地方人(ren)(ren)民政(zheng)府要建立健全(quan)政(zheng)務(wu)(wu)(wu)(wu)服(fu)務(wu)(wu)(wu)(wu)體系(xi)，加(jia)強政(zheng)務(wu)(wu)(wu)(wu)服(fu)務(wu)(wu)(wu)(wu)中心、便民服(fu)務(wu)(wu)(wu)(wu)中心（站）、政(zheng)務(wu)(wu)(wu)(wu)服(fu)務(wu)(wu)(wu)(wu)平臺和政(zheng)務(wu)(wu)(wu)(wu)服(fu)務(wu)(wu)(wu)(wu)便民熱線建設運行管理，組織推(tui)進政(zheng)務(wu)(wu)(wu)(wu)服(fu)務(wu)(wu)(wu)(wu)事項梳理、政(zheng)務(wu)(wu)(wu)(wu)數據共享、標準實施、人(ren)(ren)員管理培訓、日常考核、指導監督等工(gong)作(zuo)，統籌做(zuo)好便民服(fu)務(wu)(wu)(wu)(wu)中心（站）人(ren)(ren)員和經費保障工(gong)作(zuo)。

（三(san)）加強人(ren)員隊伍(wu)建設。政(zheng)(zheng)(zheng)務(wu)(wu)(wu)(wu)服(fu)(fu)務(wu)(wu)(wu)(wu)中心(xin)綜合窗(chuang)口(kou)工(gong)作人(ren)員(yuan)(yuan)由(you)政(zheng)(zheng)(zheng)務(wu)(wu)(wu)(wu)服(fu)(fu)務(wu)(wu)(wu)(wu)管(guan)(guan)理(li)(li)(li)機(ji)構(gou)統(tong)一配備，支持有條件(jian)的地區推(tui)進便民服(fu)(fu)務(wu)(wu)(wu)(wu)中心(xin)（站）窗(chuang)口(kou)工(gong)作人(ren)員(yuan)(yuan)由(you)政(zheng)(zheng)(zheng)務(wu)(wu)(wu)(wu)服(fu)(fu)務(wu)(wu)(wu)(wu)管(guan)(guan)理(li)(li)(li)機(ji)構(gou)統(tong)一配備。政(zheng)(zheng)(zheng)務(wu)(wu)(wu)(wu)服(fu)(fu)務(wu)(wu)(wu)(wu)管(guan)(guan)理(li)(li)(li)機(ji)構(gou)負責部門派駐人(ren)員(yuan)(yuan)的日常(chang)管(guan)(guan)理(li)(li)(li)、服(fu)(fu)務(wu)(wu)(wu)(wu)規范，并對(dui)其年度考核等次(ci)提出建議。通過政(zheng)(zheng)(zheng)府(fu)(fu)購買(mai)服(fu)(fu)務(wu)(wu)(wu)(wu)提供辦事窗(chuang)口(kou)服(fu)(fu)務(wu)(wu)(wu)(wu)的地區，要(yao)健全(quan)完善(shan)和(he)督促落實相關(guan)服(fu)(fu)務(wu)(wu)(wu)(wu)標準(zhun)，合理(li)(li)(li)確定政(zheng)(zheng)(zheng)府(fu)(fu)購買(mai)服(fu)(fu)務(wu)(wu)(wu)(wu)價(jia)格，支持有條件(jian)的地區按照(zhao)行(xing)政(zheng)(zheng)(zheng)辦事員(yuan)(yuan)（政(zheng)(zheng)(zheng)務(wu)(wu)(wu)(wu)服(fu)(fu)務(wu)(wu)(wu)(wu)綜合窗(chuang)口(kou)辦事員(yuan)(yuan)）國(guo)(guo)家職(zhi)業技能標準(zhun)開展等級(ji)認定、定崗晉級(ji)等工(gong)作，增強(qiang)人(ren)員(yuan)(yuan)隊伍的穩定性。健全(quan)培訓管(guan)(guan)理(li)(li)(li)制度，不斷(duan)提升工(gong)作人(ren)員(yuan)(yuan)服(fu)(fu)務(wu)(wu)(wu)(wu)意(yi)識、業務(wu)(wu)(wu)(wu)能力和(he)辦事效率。加強(qiang)全(quan)國(guo)(guo)一體化(hua)政(zheng)(zheng)(zheng)務(wu)(wu)(wu)(wu)服(fu)(fu)務(wu)(wu)(wu)(wu)平臺運營管(guan)(guan)理(li)(li)(li)隊伍建設(she)，強(qiang)化(hua)各級(ji)政(zheng)(zheng)(zheng)務(wu)(wu)(wu)(wu)服(fu)(fu)務(wu)(wu)(wu)(wu)管(guan)(guan)理(li)(li)(li)機(ji)構(gou)相關(guan)人(ren)員(yuan)(yuan)力量(liang)配備。

（四）加強法治保障。聚焦政務(wu)(wu)(wu)服(fu)務(wu)(wu)(wu)優(you)化(hua)(hua)面臨的(de)政策(ce)制度(du)障礙，及時(shi)清理(li)和修(xiu)改完善與推進政務(wu)(wu)(wu)服(fu)務(wu)(wu)(wu)標準化(hua)(hua)、規(gui)范(fan)化(hua)(hua)、便利化(hua)(hua)不相適應的(de)行(xing)政法規(gui)、規(gui)章和行(xing)政規(gui)范(fan)性(xing)文件。推動將行(xing)之有效并可長期堅持的(de)做法以立法形式予以固化(hua)(hua)，發揮法治(zhi)引領和保障作用(yong)。

（五）加(jia)強安全保障。強(qiang)化(hua)各級政務(wu)服務(wu)平(ping)臺(tai)安(an)全(quan)(quan)保障系統建(jian)設，落實(shi)安(an)全(quan)(quan)管(guan)理(li)主體責任，分級做好(hao)政務(wu)服務(wu)平(ping)臺(tai)建(jian)設運營和網絡(luo)數(shu)據(ju)安(an)全(quan)(quan)保障工作，構建(jian)全(quan)(quan)方位(wei)、多(duo)層(ceng)次、一(yi)致性的(de)安(an)全(quan)(quan)防護(hu)體系，不斷提升全(quan)(quan)國(guo)一(yi)體化(hua)政務(wu)服務(wu)平(ping)臺(tai)風險防控能力。加強(qiang)政務(wu)數(shu)據(ju)全(quan)(quan)生命周(zhou)期安(an)全(quan)(quan)防護(hu)，強(qiang)化(hua)政務(wu)服務(wu)和數(shu)據(ju)共享利用(yong)中的(de)個人隱私、商業(ye)秘密保護(hu)，確保政務(wu)網絡(luo)和數(shu)據(ju)安(an)全(quan)(quan)。

（六）加強宣(xuan)傳推(tui)廣。各地(di)區各部門要加強(qiang)政(zheng)策宣(xuan)傳，通過政(zheng)府(fu)網站、政(zheng)務(wu)新媒體、政(zheng)務(wu)服(fu)(fu)務(wu)平(ping)臺等向(xiang)社會及(ji)時提供(gong)通俗(su)易懂的政(zheng)策解(jie)讀，對關(guan)聯性較強(qiang)的政(zheng)策要一并解(jie)讀。加強(qiang)對推(tui)進政(zheng)務(wu)服(fu)(fu)務(wu)標準化、規(gui)范(fan)化、便利(li)化進展成效和經驗做(zuo)法的總結和復制推(tui)廣。

國務院

2022年2月7日

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