GB/T 33748-2017 Agricultural Socialized Service Agricultural Science and Technology Information Service Supply Specification GB/T33748-2017 |tt||Standard compression package decompression password: www.bzxz.net
This standard specifies the mode, process and requirements for agricultural science and technology information service institutions (organizations) to provide services in an interactive manner. This standard applies to the four agricultural science and technology information service supply modes: on-site service, telephone service, network service, and SMS service.

ICS03.080.01
National Standard of the People's Republic of China
GB/T33748—2017
Agricultural social service
Agricultural science and technology information
Service supply specification
Agricultural serviceSupplying specification of agricultural scienceand technology information Service Issued on 2017-05-12
General Administration of Quality Supervision, Inspection and Quarantine of the People's Republic of China Standardization Administration of China
2017-12-01Implementation
GB/T33748—2017
Terms and Definitions
Service Supply Model
On-site Service
Telephone Service
Network Service
SMS Service
Satisfaction Survey
Appendix A (Informative Appendix) On-site Service Process of Agricultural Science and Technology Information Appendix B (Informative Appendix) Telephone Service Process of Agricultural Science and Technology Information Appendix C (Informative Appendix)
Appendix D (Informative Appendix)
References
Network Service Process of Agricultural Science and Technology Information
SMS Service Process of Agricultural Science and Technology Information
This standard was drafted in accordance with the rules given in GB/T1.1-2009. This standard is under the jurisdiction of China National Institute of Standardization. GB/T33748—2017
The drafting units of this standard are: Beijing Institute of Standardization, Institute of Agricultural Science and Technology Information of Beijing Academy of Agricultural and Forestry Sciences, and China Agricultural University. The main drafters of this standard are: Ma Xiaolei, Xie Xiangyan, Yan Tao, Luo Changshou, Sun Sufen, Yang Deyong, Wei Qingfeng, and Zhang Junfeng. 1 Scope
Agricultural social services Agricultural science and technology information
Service supply specification
GB/T33748—2017
This standard specifies the mode, process and requirements for agricultural science and technology information service institutions (organizations) to provide services in an interactive manner. This standard applies to the four agricultural science and technology information service supply modes of on-site service, telephone service, network service, and SMS service. 2 Terms and definitions
The following terms and definitions apply to this document. 2.1
Agricultural science and technology information Agricultural ... 3.4 SMS service
Agricultural science and technology information service institutions (organizations) use mobile phone text messages to provide customized text, digital or picture information and other agricultural science and technology information services to service objects, generally including information subscription and information query. 4 On-site service
4.1 On-site service process
For the on-site service process, please refer to Appendix A.
GB/T33748—2017
4.2 On-site service requirements
4.2.1 Service preparation
The information service facilities in the workplace should be reasonably arranged, the information service equipment should operate normally and reliably, the materials should be placed in an orderly manner, the service content and service guide signs should be clear and effective, and the environment should be clean and hygienic. 4.2.2 Reception service
Service personnel and technical experts should be neatly dressed and use civilized and polite language to provide demonstration guidance and technical support services to service objects. 4.2.3 Self-service equipment inquiry service
Service personnel should take the initiative to understand the information needs of service recipients and provide corresponding guidance services, promptly assist and guide service recipients in using self-service equipment, demonstrate operation methods, and proactively answer questions encountered by service recipients during operation. 4.2.4 Expert service
Technical experts should promptly, accurately and effectively answer the inquiries of service recipients and provide technical guidance. If the on-site service does not solve the problem, the response time should be recorded and agreed upon. Technical guidance services can also be provided at the production line according to the requirements of the service recipients. 4.2.5 Technical training
Agricultural science and technology information service institutions (organizations) should formulate training plans, design training courses, and organize technical training according to the training needs of service recipients.
4.2.6 Record archiving
After the reception, the service personnel should record the service situation, and the records should be clear and complete. Reception service records, satisfaction evaluation results and other records should be archived.
5 Telephone service
5.1 Telephone service process
Please refer to Appendix B for the telephone service process.
5.2 Telephone service requirements
5.2.1 Automatic voice service
Automatic voice service should provide 24h uninterrupted service5.2.1.1
The telephone answerer should prompt the service phone name through automatic voice. If the call needs to be recorded, the service object should be informed that the call will be recorded. 5.2.1.2#
5.2.1.3 The system should prompt how to obtain automatic voice service information through key operation, and prompt the key number for manual service5.2.2 Manual answering service
5.2.2.1 The service personnel should answer the call in time, use civilized and polite language, guide the service object to fully express the consultation content, and patiently and carefully answer, handle and record the consultation questions.
5.2.2.2 The service personnel can transfer the call to the relevant technical experts for answers based on the content of the service object's question. 5.2.2.3 Service personnel and technical experts should express agricultural science and technology knowledge and practical techniques in a plain and easy-to-understand manner. The dialogue should mainly use standard Mandarin. Foreign languages ​​or dialects may be used when necessary.
GB/T33748—2017
5.2.2.4 For questions that can be answered immediately, service personnel and technical experts can answer the questions based on the knowledge and practical experience they have mastered.5 For questions that require inquiry and supporting evidence, service personnel and technical experts can answer the questions with the help of materials, networks and databases.
Questions that cannot be answered immediately should be recorded and the response time should be agreed upon. 5.2.2.6
5.2.2.7 For questions that cannot be answered, the reason should be explained to the consultant. 5.2.3 Record and archive
After the call, the service personnel should organize and archive the recording materials, written materials, satisfaction evaluation results, etc. generated during the consultation process.
6 Network service
Network service process
For the network service process, please refer to Appendix C.
2 Network service requirements
Basic requirements for network services
Network services provided by agricultural science and technology information service institutions (organizations) should comply with relevant network security management regulations. 6.2.1.2
Agricultural science and technology information service institutions (organizations) should establish information security protection mechanisms for service recipients. 6.2.1.3
Agricultural science and technology information service institutions (organizations) should establish a network information release review system. 6.2.1.4 Network services should provide 24-hour browsing and query services, and should provide online customer service, offline message services and other services. 6.2.1.5 Online customer service services should provide functions such as video calls and file transfers to facilitate service recipients to display physical objects or pictures of pests and diseases, and the video resolution should be able to meet the display requirements.
6.2.1.6 Agricultural science and technology information service institutions (organizations) should announce contact information6.2.2 Self-service
Self-service process
See Figure C.1 for the self-service process.
Information browsing
Agricultural science and technology information service institutions (organizations) should reasonably set up service columns according to the needs of service objects and optimize and adjust them in a timely manner. 6.2.2.3
Information query
The network system should have query and sorting functions, and can query and sort in multiple ways. It is advisable to provide auxiliary functions that can quickly select and judge the information to be found.
6.2.3 Manual service
6.2.3.1 Manual service process
For the manual service process, please refer to Figure C.2.
6.2.3.2 Online question answering
6.2.3.2.1During working hours, service personnel or technical experts shall promptly respond to the service recipient’s request for dialogue and use civilized and polite language. 3
GB/T33748—2017
2 Service personnel or technical experts shall promptly and conscientiously respond to the service recipient’s questions. When answering questions requires inquiry and verification, the service recipient shall be informed of the information. 6.2.3.2.2

6.2.3.2.3 When there are many online consultants, the service recipients should be informed of the number of people who need to wait in line to avoid long waiting times6.2.3.3 Reply to offline messages
The service personnel should promptly check the offline consultation questions of the service recipients and arrange timely replies according to the types of consultation questions6.2.3.4 Record archiving
After the service is completed, the service personnel should organize and archive the text, pictures, audio and video materials, satisfaction evaluation results, etc. generated during the consultation process.
7 SMS service
7.1 SMS service process
The SMS service process is shown in Appendix D.
7.2 SMS service requirements
7.2.1 Information subscription
7.2.1.1 The service recipients can choose to subscribe to the SMS service column according to their needs. The agricultural science and technology information service institutions (organizations) should inform the service recipients of the charging standards, charging methods and cancellation methods (see Figure D.3 for the cancellation process). 7.2.1.2 The ordering or acceptance of SMS services shall be confirmed by the service recipients. The confirmation message shall clearly indicate the fee or free information. If the service recipients do not reply with confirmation, the subscription shall be deemed invalid. Public welfare SMS services shall clearly express the public welfare and free nature to the service recipients. 7.2.1.3 Agricultural science and technology information service agencies (organizations) shall comply with the relevant requirements of the national short message management and the promised service content. They shall not change the number and frequency of SMS messages without authorization, nor shall they change the charging method or reduce the service quality without authorization. 7.2.2 Information query
7.2.2.1 Agricultural science and technology information service agencies (organizations) shall provide 24h uninterrupted information query services, provide relevant information according to the query instructions of the service recipients, and send the query results to the service recipients' mobile phones in the form of SMS. 7.2.2.2 If the service recipients make mistakes in operation, the agricultural science and technology information service agencies (organizations) shall remind the service recipients of the correct operation methods. 8 Satisfaction survey
After receiving the service object, the agricultural science and technology information service agency (organization) shall conduct a satisfaction survey on the service attitude, timeliness of response, effectiveness of agricultural science and technology information, and ease of use of the system of service personnel and technical experts. 4
Appendix A
(Informative Appendix)
Agricultural science and technology information on-site service process
Figure A.1 shows the agricultural science and technology information on-site service process. Service preparation
Meet the service object
Inquiry and guidance
Self-service equipment query service
Operation demonstration and guidance
Lecture and training
Training service
On-site answers
Complete the service, satisfaction evaluation
See off the service object
Record and archive
Expert service
Expert on-site service?
GB/T33748—2017
Reply at agreed time or go to production line
Flowchart of on-site service of agricultural science and technology information
GB/T33748—2017
Appendix B
(Informative Appendix)
Flowchart of telephone service of agricultural science and technology information
Figure B.1 shows the flow chart of telephone service of agricultural science and technology information. Dial the hotline
Press key to enter automatic voice service
Listen to voice message
Is the problem solved?
Can it be answered?
Question answering
Press key to enter manual service
Service personnel answer
Expert service
Can it be answered?
Satisfaction evaluation
End the call
Record and archive
Flowchart of telephone service for agricultural science and technology information
Reply at agreed time
Appendix C
(Informative Appendix)
Flowchart of network service for agricultural science and technology information
GB/T33748—2017
Figure C.1 shows the self-service flow of network service for agricultural science and technology information, and Figure C.2 shows the manual service flow of network service for agricultural science and technology information.
Open the network service page
Information browsing
Column selection
System busy?
Classification query
Select category and submit
Information query
Search query
Type keywords and submit
Result feedback
Click to browse
Agricultural science and technology information network service
Comprehensive query
Select category and submit
Type keywords and submit
Self-service flow chart
Log in to the network service system
Service personnel or experts accept online consultation
System failure?
Turn on automatic reply
Record archive
Service staff view consultation messages
Consultation problem classification
Service staff or experts reply promptly
Consultation ends
Satisfaction evaluation
Agricultural science and technology information network service
Manual service flow chart
GB/T33748—2017
Appendix D
(Informative Appendix)
Agricultural science and technology information SMS service flow
Figure D.1 shows the information subscription flow of the agricultural science and technology information SMS service, Figure D.2 shows the information query flow of the agricultural science and technology information SMS service, and Figure D.3 shows the service unsubscription flow of the agricultural science and technology information SMS service. Service recipient sends subscription instruction
Is the system verified correct?
Send confirmation information to the service object
Reply to confirm
Subscription successful
Agricultural science and technology information SMS service
Service object sends query command
System verification is correct?
Send query information to the user
Agricultural science and technology information SMS service
Prompts command error, send
Correct command editing method
Subscription failed
Information subscription flow chart
Prompts command error, send
Correct command editing method
Information query flow chart
Service object sends unsubscribe command
System verification is correct?
Unsubscribe successfully
Agricultural science and technology information SMS service
Prompt that the command is wrong, send
Correct command editing method
Service unsubscribe flow chart
GB/T33748—2017Follow the promised service content, do not change the number and frequency of text messages without authorization, do not change the charging method or reduce the service quality without authorization 7.2.2 Information query
7.2.2.1 The agricultural science and technology information service agency (organization) should provide 24h uninterrupted information query service, provide relevant information according to the query instructions of the service object, and send the query results to the service object's mobile phone in the form of text messages. 7.2.2.2 If the service object makes an error in operation, the agricultural science and technology information service agency (organization) should remind the service object of the correct operation method. 8 Satisfaction survey
After receiving the service object, the agricultural science and technology information service agency (organization) should conduct a satisfaction survey on the service attitude, timeliness of response, effectiveness of agricultural science and technology information, and ease of use of the system of service personnel and technical experts. 4
Appendix A
(Informative Appendix)
Agricultural science and technology information on-site service process
Figure A.1 shows the agricultural science and technology information on-site service process. Service preparation
Greet the service recipients
Inquiry and guidance
Self-service equipment inquiry service
Operation demonstration and guidance
Lectures and training
Training services
On-site answers
Complete service, satisfaction evaluation
See off the service recipients
Record and archive
Expert service
Expert on-site service?
GB/T33748—2017
Reply at agreed time or go to production line
Flowchart of on-site service of agricultural science and technology information
GB/T33748—2017
Appendix B
(Informative Appendix)
Flowchart of telephone service of agricultural science and technology information
Figure B.1 shows the flow chart of telephone service of agricultural science and technology information. Dial the hotline
Press key to enter automatic voice service
Listen to voice message
Is the problem solved?
Can it be answered?
Question answering
Press key to enter manual service
Service personnel answer
Expert service
Can it be answered?
Satisfaction evaluation
End the call
Record and archive
Flowchart of telephone service for agricultural science and technology information
Reply at agreed time
Appendix C
(Informative Appendix)
Flowchart of network service for agricultural science and technology information
GB/T33748—2017
Figure C.1 shows the self-service flow of network service for agricultural science and technology information, and Figure C.2 shows the manual service flow of network service for agricultural science and technology information.
Open the network service page
Information browsing
Column selection
System busy?
Classification query
Select category and submit
Information query
Search query
Type keywords and submit
Result feedback
Click to browse
Agricultural science and technology information network service
Comprehensive query
Select category and submit
Type keywords and submit
Self-service flow chart
Log in to the network service system
Service personnel or experts accept online consultation
System failure?
Turn on automatic reply
Record archive
Service staff view consultation messages
Consultation problem classification
Service staff or experts reply promptly
Consultation ends
Satisfaction evaluation
Agricultural science and technology information network service
Manual service flow chart
GB/T33748—2017
Appendix D
(Informative Appendix)
Agricultural science and technology information SMS service flow
Figure D.1 shows the information subscription flow of the agricultural science and technology information SMS service, Figure D.2 shows the information query flow of the agricultural science and technology information SMS service, and Figure D.3 shows the service unsubscription flow of the agricultural science and technology information SMS service. The service object sends a subscription instruction
Is the system verified correct?
Send confirmation information to the service object
Reply to confirm
Subscription successful
Agricultural science and technology information SMS service
Service object sends query command
System verification is correct?
Send query information to the user
Agricultural science and technology information SMS service
Prompts command error, send
Correct command editing method
Subscription failed
Information subscription flow chart
Prompts command error, send
Correct command editing method
Information query flow chart
Service object sends unsubscribe command
System verification is correct?
Unsubscribe successfully
Agricultural science and technology information SMS service
Prompt that the command is wrong, send
Correct command editing method
Service unsubscribe flow chart
GB/T33748—2017Follow the promised service content, do not change the number and frequency of text messages without authorization, do not change the charging method or reduce the service quality without authorization 7.2.2 Information query
7.2.2.1 The agricultural science and technology information service agency (organization) should provide 24h uninterrupted information query service, provide relevant information according to the query instructions of the service object, and send the query results to the service object's mobile phone in the form of text messages. 7.2.2.2 If the service object makes an error in operation, the agricultural science and technology information service agency (organization) should remind the service object of the correct operation method. 8 Satisfaction survey
After receiving the service object, the agricultural science and technology information service agency (organization) should conduct a satisfaction survey on the service attitude, timeliness of response, effectiveness of agricultural science and technology information, and ease of use of the system of service personnel and technical experts. 4
Appendix A
(Informative Appendix)
Agricultural science and technology information on-site service process
Figure A.1 shows the agricultural science and technology information on-site service process. Service preparation
Greet the service recipients
Inquiry and guidance
Self-service equipment inquiry service
Operation demonstration and guidance
Lectures and training
Training services
On-site answers
Complete service, satisfaction evaluation
See off the service recipients
Record and archive
Expert service
Expert on-site service?
GB/T33748—2017
Reply at agreed time or go to production line
Flowchart of on-site service of agricultural science and technology information
GB/T33748—2017
Appendix B
(Informative Appendix)
Flowchart of telephone service of agricultural science and technology information
Figure B.1 shows the flow chart of telephone service of agricultural science and technology information. Dial the hotline
Press key to enter automatic voice service
Listen to voice message
Is the problem solved?
Can it be answered?
Question answering
Press key to enter manual service
Service personnel answer
Expert service
Can it be answered?
Satisfaction evaluation
End the call
Record and archive
Flowchart of telephone service for agricultural science and technology information
Reply at agreed time
Appendix C
(Informative Appendix)
Flowchart of network service for agricultural science and technology information
GB/T33748—2017
Figure C.1 shows the self-service flow of network service for agricultural science and technology information, and Figure C.2 shows the manual service flow of network service for agricultural science and technology information.
Open the network service page
Information browsing
Column selection
System busy?
Classification query
Select category and submit
Information query
Search query
Type keywords and submit
Result feedback
Click to browse
Agricultural science and technology information network service
Comprehensive query
Select category and submit
Type keywords and submit
Self-service flow chart
Log in to the network service system
Service personnel or experts accept online consultationbzxZ.net
System failure?
Turn on automatic reply
Record archive
Service staff view consultation messages
Consultation problem classification
Service staff or experts reply promptly
Consultation ends
Satisfaction evaluation
Agricultural science and technology information network service
Manual service flow chart
GB/T33748—2017
Appendix D
(Informative Appendix)
Agricultural science and technology information SMS service flow
Figure D.1 shows the information subscription flow of the agricultural science and technology information SMS service, Figure D.2 shows the information query flow of the agricultural science and technology information SMS service, and Figure D.3 shows the service unsubscription flow of the agricultural science and technology information SMS service. The service object sends a subscription instruction
Is the system verified correct?
Send confirmation information to the service object
Reply to confirm
Subscription successful
Agricultural science and technology information SMS service
Service object sends query command
System verification is correct?
Send query information to the user
Agricultural science and technology information SMS service
Prompts command error, send
Correct command editing method
Subscription failed
Information subscription flow chart
Prompts command error, send
Correct command editing method
Information query flow chart
Service object sends unsubscribe command
System verification is correct?
Unsubscribe successfully
Agricultural science and technology information SMS service
Prompt that the command is wrong, send
Correct command editing method
Service unsubscribe flow chart
GB/T33748—20172 gives the manual service process of agricultural science and technology information network service.
Open the network service page
Information browsing
Column selection
System busy?
Category query
Select category and submit
Information query
Search query
Type keywords and submit
Result feedback
Click to browse
Agricultural science and technology information network service
Comprehensive query
Select category and submit
Type keywords and submit
Self-service flow chart
Log in to the network service system
Service personnel or experts accept online consultation
System failure?
Turn on automatic reply
Record archive
Service staff view consultation messages
Consultation problem classification
Service staff or experts reply promptly
Consultation ends
Satisfaction evaluation
Agricultural science and technology information network service
Manual service flow chart
GB/T33748—2017
Appendix D
(Informative Appendix)
Agricultural science and technology information SMS service flow
Figure D.1 shows the information subscription flow of the agricultural science and technology information SMS service, Figure D.2 shows the information query flow of the agricultural science and technology information SMS service, and Figure D.3 shows the service unsubscription flow of the agricultural science and technology information SMS service. Service recipient sends subscription instruction
Is the system verified correct?
Send confirmation information to the service object
Reply to confirm
Subscription successful
Agricultural science and technology information SMS service
Service object sends query command
System verification is correct?
Send query information to the user
Agricultural science and technology information SMS service
Prompts command error, send
Correct command editing method
Subscription failed
Information subscription flow chart
Prompts command error, send
Correct command editing method
Information query flow chart
Service object sends unsubscribe command
System verification is correct?
Unsubscribe successfully
Agricultural science and technology information SMS service
Prompt that the command is wrong, send
Correct command editing method
Service unsubscribe flow chart
GB/T33748—20172 gives the manual service process of agricultural science and technology information network service.
Open the network service page
Information browsing
Column selection
System busy?
Category query
Select category and submit
Information query
Search query
Type in keywords and submit
Result feedback
Click to browse
Agricultural science and technology information network service
Comprehensive query
Select category and submit
Type in keywords and submit
Self-service flow chart
Log in to the network service system
Service personnel or experts accept online consultation
System failure?
Turn on automatic reply
Record archive
Service staff view consultation messages
Consultation problem classification
Service staff or experts reply promptly
Consultation ends
Satisfaction evaluation
Agricultural science and technology information network service
Manual service flow chart
GB/T33748—2017
Appendix D
(Informative Appendix)
Agricultural science and technology information SMS service flow
Figure D.1 shows the information subscription flow of the agricultural science and technology information SMS service, Figure D.2 shows the information query flow of the agricultural science and technology information SMS service, and Figure D.3 shows the service unsubscription flow of the agricultural science and technology information SMS service. Service recipient sends subscription instruction
Is the system verified correct?
Send confirmation information to the service object
Reply to confirm
Subscription successful
Agricultural science and technology information SMS service
Service object sends query command
System verification is correct?
Send query information to the user
Agricultural science and technology information SMS service
Prompts command error, send
Correct command editing method
Subscription failed
Information subscription flow chart
Prompts command error, send
Correct command editing method
Information query flow chart
Service object sends unsubscribe command
System verification is correct?
Unsubscribe successfully
Agricultural science and technology information SMS service
Prompt that the command is wrong, send
Correct command editing method
Service unsubscribe flow chart
GB/T33748—2017
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