other information
drafter:Yan Ying, Lin Weiyi, Zhang Ren, Liu Xin, Xu Meng, Zhang Pengyue, Chen Fudi, Zheng Haiyan, Hu Yuhua, Zhang Jianfang, Luo Jiani, He Shan, Jiang Hong, Li Chong, Wang Wei, Jiang Qinggui, Zhang Shuai, Song Lihong, Li Xiudi, Mao Haijun, etc.
Drafting unit:China University of Metrology, Hangzhou Institute of Standardization, Foshan Shunde District Product Quality Association, Hangzhou Market Supervision Bureau Qiantang New District Branch, Zhejiang Wei Lao Da Industry and Trade Co., Ltd., Zhejiang Elec
Focal point unit:National Electronic Business Standardization Technical Committee (SAC/TC 83)
Proposing unit:National Electronic Business Standardization Technical Committee (SAC/TC 83)
Publishing department:State Administration for Market Regulation National Standardization Administration
Some standard content:
ICS03.080.01
CCSA02bZxz.net
National Standard of the People's Republic of China
GB/T396782020
Specification for cross-border E-commerce industrial park service2020-12-14 Issued
State Administration for Market Regulation
Standardization Administration of the People's Republic of China
Issued
2021-07-01 Implementation
GB/T39678—2020
Foreword
Scope
Normative references
Terms and definitions
Basic principles
Service guarantee
Service provision
Service quality management
Verification methods
Foreword
GB/T39678—2020
This document is drafted in accordance with the provisions of GB/T1.1-2020 "Guidelines for Standardization Work Part 1: Structure and Drafting Rules for Standardization Documents".
Please note that some contents of this document may involve patents. The issuing agency of this document does not assume the responsibility for identifying patents. This document was proposed and coordinated by the National Technical Committee for Electronic Business Standardization (SAC/TC83). The drafting units of this document are: China University of Metrology, Hangzhou Standardization Research Institute, Foshan Shunde District Product Quality Association, Hangzhou Market Supervision Bureau Qiantang New District Branch, Zhejiang Wei Lao Da Industry and Trade Co., Ltd., Zhejiang E-commerce Promotion Association, Guangzhou Onion Fashion Group Co., Ltd., Quanzhou Fangyuan Quality Inspection Technology Co., Ltd., China Quality Certification Center, Dongguan Yidianyuan Industrial Investment Co., Ltd., Anyuan County Dongjiang E-commerce Industry Group Co., Ltd., China National Institute of Standardization, Zhejiang Special Equipment Science Research Institute, Hangzhou National E-commerce Product Quality Monitoring and Disposal Center, Zhejiang Provincial Institute of Standardization, Zhejiang Fangyuan Testing Group Co., Ltd., Hangzhou Airport New City Bonded Logistics Center Co., Ltd., Hangzhou Standardization Society, Ningbo Standardization Research Institute, Zhejiang International Trade Digital Technology Co., Ltd., Zhejiang Fair Inspection Center Co., Ltd., Dalian Free Trade Zone Management Committee, Sichuan Disai Information Technology Co., Ltd. The main drafters of this document are Yan Ying, Lin Weiyi, Zhang Ren, Liu Xin, Xu Meng, Zhang Pengyue, Chen Fudi, Zheng Haiyan, Hu Yuhua, Zhang Jianfang, Luo Jiani, He Shan, Jiang Hong, Li Zong, Wang Wei, Jiang Qinggui, Zhang Shuai, Song Lihong, Li Xiudi, Mao Haijun, Yu Huajun, Lai Renmao, Huang Shiwei, Zhu Hongchao, Zhang Jing, Li Nanyang, Wu Jiangang, Lang Cheng, Tong Yan, Xiao Ruojing, Zheng Lin, Zhao Yinghu, Xiao Hong. 1
1Scope
Cross-border e-commerce industrial park service specifications
GB/T39678—2020
This document specifies the basic principles, service guarantees, service provision, service quality management and verification methods of cross-border e-commerce industrial park services.
This document applies to the services and management of cross-border e-commerce industrial parks. Normative references
The contents of the following documents constitute the essential terms of this document through normative references in the text. Among them, for dated references, only the version corresponding to that date applies to this document; for undated references, the latest version (including all amendments) applies to this document.
GB/T10001 (all parts) Public information graphic symbols GB15603 General rules for storage of commonly used hazardous chemicals GB18265 Basic safety technical requirements for hazardous chemical business enterprises GB/T18354—2006 Logistics terms
SN/T4900—2017 Cross-border e-commerce product quality information data specification terms and definitions
GB/T18354—2006, SN/T4900-—2017 and the following terms and definitions apply to this document. 3.1
Cross-border E-commerce Industrial Park
Cross-border E-commerce industrial park relies on local industrial characteristics, aims to develop cross-border e-commerce and promote industrial Internet transformation, gathers a sufficient number of cross-border e-commerce enterprises and related operation service organizations, and has an independent operation management organization, which can provide corresponding infrastructure guarantees and public services, and can form a region with a certain industrial scale and ecological system effect. 4 Basic principles
Operational principles
Should follow the service concept of fairness, openness, transparency, and honest operation. 4.2 Planning principles
Should have a relatively complete construction and development plan, a reasonable layout, and conform to the overall plan of local economic and social development. 4.3 Service principles
Should have a relatively complete cross-border e-commerce industry service system and related supporting service places. GB/T39678—2020
4.4 Compliance principles
Should be able to provide cross-border e-commerce import and export business services, and comply with the relevant requirements of customs, taxation and other regulatory departments. 5 Service guarantee
5.1 Service organization
5.1.1 It should have independent legal person status, be responsible for the overall management of the planning, construction, operation and maintenance services of the supporting infrastructure of the cross-border e-commerce industrial park (hereinafter referred to as the industrial park), and provide supporting operation services for the settled enterprises. 5.1.2 The service organization structure and departmental responsibilities should be made public, and the job responsibilities of each service link should be clarified. 5.1.3 According to the work content, a corresponding management system should be established, and documents such as service guidelines, service specifications, complaint handling and internal work manuals should be compiled.
5.2 Service personnel
5.2.1 Service personnel should have the working ability suitable for the position they are engaged in, and special positions should be certified according to national regulations. 5.2.2 Service personnel should have good professional qualities. 5.3 Service environment
5.3.1 The industrial park should have relatively complete infrastructure, create a good development environment, have a certain development space and industrial scale, and be able to meet the needs of more than 15 cross-border e-commerce enterprises. 5.3.2 It should have conditions such as safety and reliability, and complete service support. 5.3.3 It is advisable to set up the following functional areas including but not limited to: office area, equipment and facility supporting area, public supporting area, and living supporting area. 5.3.4 The public information graphic symbols set up in the industrial park shall comply with the requirements of GB/T10001 (all parts). 5.4月
Service equipment and facilities
5.4.1
It is advisable to configure the infrastructure such as power, water supply and drainage, transportation, fire protection and disaster prevention that are compatible with the development of the industrial park, and continuously improve the infrastructure of the industrial park.
5.4.2 It is advisable to set up major service facilities such as warehouses, parking lots, loading and unloading platforms, and build special goods warehouses or special warehouses according to planning requirements and the needs of resident enterprises, and equip them with corresponding equipment. 5.4.3 It is advisable to provide corresponding office space and supporting facilities for the entry of government departments such as customs, taxation, and market supervision. 5.4.4 It is advisable to provide corresponding supporting facilities for the entry of intermediary institutions such as finance and insurance. 5.5 Information management
5.5.1 Basic communication facilities with communication and network should be provided for settled enterprises, and data security and network security guarantee systems should be established.
5.5.2 Public service platforms should be provided for cross-border e-commerce enterprises, covering online comprehensive services for all links of the cross-border e-commerce industry chain. 5.5.3 An information management system that meets the requirements of customs supervision should be established. 5.5.4 A cross-border e-commerce statistical system should be established to conduct full-caliber statistics on various cross-border e-commerce business methods, assist relevant departments in understanding the industrial park’s resident rate, number of enterprises, enterprise type distribution, intellectual property rights, talent status, etc., and establish an industrial park operation and service evaluation system.
5.6 Safety and emergency response
5.6.1 Fire safety
5.6.1.1 Fire management regulations should be formulated, and fire safety education should be regularly provided to all service personnel. GB/T39678—2020
5.6.1.2 Flammable, explosive and chemical hazardous goods should be stored in designated areas, and the storage area and other areas should have necessary safety isolation and relevant signs. The storage and sign requirements should comply with the provisions of GB15603 and GB18265. 5.6.2 Customs special supervision areas
5.6.2.1 Closed management should be implemented. Fence isolation facilities, checkpoints, video surveillance systems and other facilities required for customs supervision that meet customs supervision requirements should be set up
5.6.2.2 Information technology and management methods should be fully utilized to strengthen cargo supervision and ensure quality and safety. 5.6.3 Emergency Plan
5.6.3.1 An emergency plan should be established, which should include but not be limited to emergency response to major fire incidents, health and epidemic prevention, leakage of hazardous chemicals, typhoons, earthquakes, riots and other emergencies. 5.6.3.2 It is advisable to set up an emergency room, equipped with emergency personnel with certain first aid knowledge and corresponding first aid facilities, equipment, medicines, etc. 6 Service provision
Business declaration service
6.1.1 It is advisable to provide relevant information systems that connect to cross-border e-commerce platforms or customs, taxation and other regulatory departments in various places to facilitate the industrial park enterprises to carry out cross-border e-commerce business declaration
6.1.2 It is advisable to collect cross-border e-commerce transaction data of enterprises in the industrial park, realize one-time declaration, and improve business efficiency. 6.2 Customs clearance service
6.2.1 It is advisable to provide two-way customs clearance services for import and export business. 6.2.2 Customs clearance operation guidance services should be provided according to various cross-border e-commerce business models. 6.2.3 Enterprises should be guided to transmit electronic information such as transactions, payments, logistics, etc. to the customs truthfully through the cross-border e-commerce public service platform. 6.3 Tax services
It is advisable to establish or access online tax refund declaration platforms to achieve business collaboration and data sharing between cross-border e-commerce enterprises and customs and tax departments, and assist in completing tax refund business
6.4 Financial services
6.4.1 It is advisable to introduce banks or other payment institutions to provide e-commerce enterprises with account management, payment settlement, foreign exchange settlement, regulatory information reporting and other services.
6.4.2 It is advisable to cooperate with various institutions such as banks and guarantee companies to provide enterprises with investment and financing services such as guarantees and credit. 6.4.3 It is advisable to introduce industry leading enterprises to provide one-stop cross-border supply chain services, and use big data to provide technical support for cross-border e-commerce. 6.5 Logistics services
6.5.1 It is advisable to provide bonded warehouse and non-bonded warehouse leasing services as needed, or introduce third-party warehousing companies to provide warehousing services. GB/T39678—2020
6.5.2 Convenient conditions should be provided for international logistics, express delivery and other enterprises to connect with the industrial park for business6.5.3 It is advisable to provide support services for traditional international freight forwarding, cross-border logistics and other enterprises that expand overseas warehouses, LTL, and consolidation businesses to optimize unified procurement, warehousing, transportation, distribution and other integrated logistics solutions. 6.5.4 The public service platform should be connected to the business system of logistics service providers to realize full-process logistics tracking services6.6
Technology services
6.6.1 It is advisable to provide third-party services such as network security, cloud platform, big data, international testing and certification, and market access for cross-border e-commerce enterprises6.6.2 It is advisable to establish an industry-university-research base, organize school-enterprise cooperation, and carry out various industry-university-research projects. 6.6.3 It is advisable to form a technical advisory team to provide enterprises with patents, achievement transformation, technology transfer, intellectual property rights, policies, languages ??and other services. 6.7 Legal services
It is advisable to collect and provide reliable legal service-related resources from multiple parties to facilitate industrial park enterprises to conduct legal consultation, risk assessment, litigation agency and other matters.
6.8 Human Resources Services
6.8.1 Regularly organize people to stay in the enterprise to carry out recruitment, team building and other activities, and contact intermediary organizations to provide corresponding human resources services for the enterprise.
6.8.2 Regularly carry out special training and application talent training services such as e-commerce technology, finance, logistics, supply chain, etc. according to the needs of the people-based enterprises.
6.9 Enterprise Incubation Services
6.9.1 An industrial park entrepreneurship incubation system should be established to cultivate small and medium-sized cross-border e-commerce enterprises and support small and micro entrepreneurs. 6.9.2 Regularly organize various types of training such as project application, law, finance, taxation, marketing, etc., and regularly organize activities such as entrepreneur clubs, enterprise matchmaking meetings, project promotion meetings, etc.
6.10 Product display service
It is advisable to provide venues, equipment and facilities for the display of cross-border e-commerce import and export products. 7 Service quality management
7.1 Service quality control
7.1.1 An effective service quality supervision mechanism should be established to effectively control the service quality of the whole process and conduct regular supervision and inspection. The service projects should be supervised by e-commerce enterprises. 7.1.2 The records and files of operation management should be kept, including staff training, complaint handling, service evaluation, etc., and the integrity, accuracy and traceability of the file materials should be maintained.
7.1.3 The service quality supervision telephone number should be announced to the public, and various methods such as visits, questionnaires, opinion books, WeChat public accounts, etc. should be used to collect and analyze opinions on service quality, and detailed records should be made.
7.1.4 Supervision and inspection by industry management departments should be accepted, and problems found during supervision and inspection should be rectified in a timely manner. Service quality evaluation and improvement
7.2 Month
7.2.1
A service quality assessment mechanism should be established and detailed service quality assessment and evaluation management methods should be formulated. 4
7.2.2 It is advisable to regularly conduct third-party satisfaction assessment of e-commerce enterprises GB/T39678—2020
7.2.3 The comments and complaints of e-commerce enterprises should be collected regularly or irregularly, and comprehensive assessment and evaluation of service quality should be conducted. 7.2.4
The assessment results should be analyzed and evaluated, and service quality should be improved. 7.3
Complaint handling
7.3.1
A complaint system should be established, and a complaint telephone number (website) should be published to accept customer complaints. 7.3.2 The procedures specified in the complaint system should be followed, and the directly responsible departments should be clearly identified, and complaints should be handled promptly and properly within the promised time. 7.3.3 Complaints from resident enterprises and social customers against the operation management agency should be handled promptly, and social customers should be assisted in handling complaints against resident enterprises.
7.3.4
A complete file of the complaint handling process and results should be established to maintain the integrity, accuracy and traceability of the file materials. Verification method
8.1 month
Service guarantee
8.1.1 Service organization
Archive and manage the following information:
Operation supporting service management system;
Organization structure and departmental responsibility documents:
An internal work manual file.
8.1.2 Service personnel
Confirm that they meet the requirements through assessment and allow them to take up their posts8.1.3 Service environment
8.1.3.1 On-site inspection of the industrial park environment and its functional area settings8.1.3.2
Inspect relevant inspection reports, certificates and other safety supporting conditionsService equipment and facilities
8.1.4
On-site inspection of the configuration of corresponding equipment and facilities. 8.1.5
Information management
8.1.5.1
Check the infrastructure configuration and service platform operation on site. Archive and manage cross-border e-commerce statistics. 8.1.5.2
8.1.6
Safety and emergency
8.1.6.1 Fire safety
Archive and manage service personnel fire safety education records 2 Special customs supervision areas
8.1.6.2
Check the management of special customs supervision areas on site 5
GB/T39678—2020
8.1.6.3
Emergency plan
8.1.6.3.1
8.1.6.3.2
Archive and manage emergency response plans. Check the configuration of the emergency room on site.
Service provision
8.2.1
Business declaration service
On-site inspection and confirmation of business declaration service status with industrial park enterprises. 8.2.1.1
8.2.1.2
8.2.2
Archive and manage cross-border e-commerce transaction data. Customs clearance service
On-site inspection and confirmation of customs clearance service status with industrial park enterprises. 8.2.3 Taxation service
On-site inspection and confirmation of taxation service status with industrial park enterprises. 8.2.4 Financial services
On-site inspection and confirmation of financial services status with industrial park enterprises. 8.2.5
Logistics service
8.2.5.1On-site inspection of warehousing service status
Confirm the provision of logistics support services with industrial park enterprises. 8.2.5.2
8.2.5.3
Check the whole process logistics tracking service status through process verification. 8.2.6 Technology Services
On-site inspection and confirmation of technology services with industrial park enterprisesLegal Services
8.2.7
Confirmation of legal services with industrial park enterprises8.2.8 Human Resources Services
Archive and manage the following information:
Completed recruitment, team building and other activity materials; various training situations.
8.2.9 Enterprise Incubation Services
Confirmation of enterprise incubation services with industrial park enterprisesProduct Display Services
8.2.10
On-site inspection of product displays.
Service Quality Management
8.3.1
Service Quality Control
8.3.1.1
8.3.1.2
8.3.2
Archive and manage the following information:
Service quality supervision and inspection records; operation management records and archives;
Service quality opinion collection and analysis records: industry management department inspection and rectification records. On-site service quality supervision telephone.
Service quality evaluation and improvement
Archive and manage the following information:
Service quality assessment and evaluation management methods;
Comments, complaints and comprehensive assessment and evaluation of service quality of industrial park enterprises; -Assessment and evaluation results and implementation and improvement. 8.3.3 Complaint handling
Archive and manage complaint supervision and complete records of various complaints2
GB/T39678—2020
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