Some standard content:
ICS03.200
Tourism Industry Standard of the People's Republic of China
LB/T022—2013
Basic requirements for public services for urban tourism
Public service requirements for urban tourist2013-01-14Issued
National Tourism Administration of the People's Republic of China
Implemented on 2013-05-01
This standard was drafted in accordance with the rules given in GB/T1.1—2009. This standard was proposed by the National Tourism Administration.
This standard is under the jurisdiction of the National Tourism Standardization Technical Committee (SAC/TC210). The drafting units of this standard are: Supervision and Management Department of the National Tourism Administration and School of Tourism, Shanghai Normal University. The main drafters of this standard: Li Renzhi, Zhang Haiyan, Wang Liming, Liu Lili, Gao Jun, Wu Guoqing, Zhang Yuan, Zhang Chen LB/T022—2013
LB/T022—2013
This standard is the basic requirements for urban tourism public services, involving tourism information, transportation, environment, safety and administration. This standard is formulated to provide technical guidance and scientific basis for improving the functions of urban tourism services and improving the quality of tourism public services. 80
1 Scope
Basic requirements for urban tourism public services
LB/T022—2013
This standard specifies the basic requirements for information, transportation, environment, safety, administration and other public services in urban tourism areas. This standard is applicable to the public services of urban tourism areas (including municipalities, prefecture-level cities and county-level cities) in my country. 2 Normative references
The following documents are indispensable for the application of this document. For all dated referenced documents, only the dated version applies to this document. For all undated referenced documents, the latest version (including all amendments) applies to this document GB3095 Ambient Air Quality Standard (B3096: Southern Air Quality Standard GT6766-2016) Basic Terminology for Tourism Services GB T 10001.1 Public Information Graphic Symbols for Signs Part 1: General Symbols GB T 10001.2 GB T 10001.3 GT 10001.1 GT 001,5
GBT18973
GBT26351
Public information graphic symbols for signs Part 2: Symbols for tourist facilities and services Public information graphic symbols for signs Part 3: Passenger and freight transport symbols Public information graphic symbols for signs Part 1: Sports and fitness symbols Public information graphic symbols for signs Part 5: Shopping symbols Classification and evaluation of tourist toilet quality levels 2003
LB T01O-2011
EBT012-2011
Terms and definitions
Standards for the establishment and service of tourism information and consultation centersClassification and evaluation of urban tourism distribution centersPrinciples and requirements for the establishment of urban tourism public information and guidance systemsGT6766--2010,GRT26351--2011.GBT189732003.1.BT(12-2011)The following terms and definitions as defined in this document apply to this document
urban tourist destination
Urban tourist destination
A tourist area complex with urban natural landscape, historical culture, modern construction achievements, commercial blocks and large-scale festivals as its main attractions, which can attract a certain number of tourists and has relatively complete reception and service facilities3.2
public service for tourist
Tourism public service
Basic and public welfare tourism public products and services provided by the government and other social and economic organizations to meet the common needs of tourists at home and abroad.
Note: Tourism public service mainly includes tourism information, tourism transportation, tourism environment, tourism safety, tourism administration and other service contents81
LB/T022—2013
Tourism information service
4.1 Tourism information consultation service center
In the city ·Tourism information consultation service centers should be set up in places where tourists are relatively dense, such as urban transportation hubs and tourist activity sites. 4.1.1
4.1.2 The tourism information consultation service center should provide tourists with on-site information consultation services, telephone information consultation services and online information consultation services.
4.1.3 On-site information consultation services and online information consultation services should comply with the relevant provisions and requirements of GB/T2635-1--2011. 4.1.4 A tourism consultation hotline should be opened, and tourism-related information services should meet the requirements of tourists. A tourism complaint telephone should be opened and kept open 21 hours a day, responsible for accepting tourist complaints and promptly notifying relevant competent departments. 4.1.5
4.2 Tourism public information guide signs
4.2.1 In places where tourists are relatively dense, such as urban transportation hubs and tourist activity sites, tourist transportation maps or guide signs of major tourist attractions, blocks, etc. in the city should be set up: temporary guide signs should be set up during renovation. 4.2.2 The traffic map or guide signs of tourist attractions should include: the name of the scenic spot (in Chinese and English), grade, mileage, direction guidance, etc. 4.2.3 Guide signs should be set up in characteristic blocks, well-known catering places, accommodation places, major shopping and entertainment places, etc. 4.2.4 A panoramic map of the scenic spot (general plan of the scenic spot) should be set up at the main tourist attractions, blocks and other population places, specifically including: panoramic map of the scenic spot: text introduction of the scenic spot, tourist instructions, relevant information of the recording area, and scenic spot service telephone. 4.2.5 There should be night guide signs in night business or activity places. 4.2.6 Urban tourism public information guide signs should comply with the provisions of GB/T10001.1, GB/T10001, 2, GB/T10001, 3, GB/T10001.4 and GB/T1000E.5. 4.2.7: The design of various guidance systems shall comply with the provisions of 1B/T012-2011 4.3 Tourism public information website
4.3.1 The city tourism public information website shall provide information on tourism transportation, scenic spots, hotels, catering, shopping, entertainment and other related tourism activities: provide browsing services in Chinese, English and other languages. 4.3.2 The city tourism public information website should provide reservation and booking services for tourism scenic spots, accommodation, catering, transportation, entertainment and other related tourism activities.
4.3.3 The city tourism public information website shall publish important tourism information such as tourism service quality information, holiday tourism market supply and demand information, tourism meteorological service information, and tourism destination safety risk information. 4.3.4 The data and information on the city tourism public information website shall reflect timeliness, authority and comprehensiveness. 5 Tourism transportation services
5.1 Accessibility
5.1.1 The transportation in and out of the city shall be safe and reliable, with complete facilities and good accessibility to meet the travel needs of tourists. 5.1.2 The urban population environment should be coordinated with the urban landscape, and major scenic spots and blocks should be equipped with appropriate tourist parking lots, bus stops or ship docks.
5.1.3 Tourist parking lots, bus stops or ship docks should be reasonably laid out and fully equipped to meet the city's reception capacity requirements. 5.2 Urban tourism transportation
5.2.1 In urban transportation hubs, tourist activity sites and other places where tourists are relatively dense, parking lots and related facilities for taxis, self-driving cars and tourist vehicles should be set up.
LB/T022—2013
5.2.2 In urban transportation hubs, tourist activity sites and other places where tourists are relatively dense, stops and related facilities for tourist special buses and sightseeing buses should be set up.
5.2.3 In urban transportation hubs, tourist activity sites and other places where tourists are relatively dense, stops and related facilities for bicycles should be set up. 5.2.4 In urban transportation hubs, tourist activity sites and other places where tourists are relatively dense, urban bus routes should be designed, parking sites should be set up, and the schedules should be clarified to meet the needs of self-guided tours. 5.2.5 The urban water tourism area should provide the necessary docking piers and related facilities for cruise ships, pleasure boats, yachts, etc. 5.3 Tourism distribution center
5.3.1 It is advisable to set up a tourism distribution center in places where tourists are relatively dense, such as urban tourism activity sites and transportation hubs. 5.3.2 Where conditions permit, a "special tourist bus" should be opened from the city to nearby towns and major tourist attractions. 5.3.3 Tourist distribution center guide signs should be set up on the roads or traffic nodes around the tourist distribution center: the tourist distribution center should have signs pointing to the surrounding traffic roads.
5.3.4 The layout of the tourist distribution center should be reasonable, the functions should be complete, and the structural facilities and service requirements should meet the requirements of 1.13T010-2011 5.3.5 The tourist distribution center shall establish a website with a first-level domain name, which can provide online booking and payment functions. 5.3.6 The tourist distribution center shall have a consultation reception desk and a tourist brochure display stand (rack) to provide tourists with graphic information on travel and sightseeing.
5.3.7 The tourist distribution center shall have a reception desk and a telephone to accept complaints, opinions and other related matters. 6 Tourism environment services
Natural environment
6.1.1 In places where tourists are relatively dense, such as urban tourist activity sites and transportation hubs, the environment should be kept clean. The average noise value in urban built-up areas should meet the specific requirements of GB3096. 6.1.2
6.1.3 The air quality should meet the specific requirements of GB3095. The summer coverage rate of greenery in built-up areas should be greater than 20%
6.1.5 The intact rate of urban sanitation facilities and equipment should be greater than or equal to 98%. 5 The cleaning rate of the city should reach 100%
6.2 Leisure environment
6.2.1 Public recreation areas, characteristic blocks, sightseeing bicycle paths, sightseeing walking paths and leisure seats and other public leisure and sightseeing reception facilities should be set up in places where tourists are relatively dense, such as urban tourist activity sites and transportation hubs. 6.2.2 The city should provide cultural and entertainment activities with healthy content and local cultural characteristics all year round. 6.2.3 City parks, museums, memorial halls, libraries, public sports stadiums and other cultural and entertainment facilities and venues should be regularly open to tourists and the public free of charge.
6.2.4 In places where tourists are relatively dense, such as urban transportation hubs and tourist activity sites, barrier-free facilities and equipment for the disabled, the elderly, children, etc. should be provided.
6.3 Market environment
The tourism market should be standardized and orderly. Tourism enterprises should treat customers with integrity, provide standardized services, and operate in accordance with the law. 6.3.1
6.3.2 Employees of tourism enterprises should be certified and provide standardized services: it is advisable to set up the recommended signs promoted by the National Tourism Administration. There are various types of tourism products to meet the needs of tourists at different levels. 6.3.3
Tourists should be provided with a safe, convenient, high-quality and preferential payment environment. 6.3.4
IL.B/T022-2013
6.4 Sanitary environment
6.4.1 Tourist toilets should be set up in places where tourists are relatively dense, such as urban transportation hubs and tourist activity sites, and the number and layout should be scientifically and reasonably set. bZxz.net
6.4.2 The service facilities of urban tourist toilets shall comply with the relevant provisions and requirements of GT189732003. 6.4.3 Garbage classification collection boxes shall be set up in places where tourists are relatively dense, such as urban traffic poles, tourist activity sites, etc., and the number and layout shall be scientific and reasonable.
7 Tourism safety service
7.1 A sound emergency response plan for tourism emergencies shall be established, including: building a tourism safety information network, implementing an incident information notification and release system, improving the safety control and emergency treatment system, etc. 7.2 An emergency rescue agency shall be set up and an emergency rescue telephone number shall be announced. There shall be a connection service and a special agency to rescue tourists at home and abroad. 7.3 In places where tourists are relatively dense, such as urban traffic poles, tourist activity sites, etc., full-time security personnel and medical care points shall be set up to ensure the personal and property safety of tourists. 7.4 There should be a system and procedure for handling tourist accidents, illnesses and other emergencies, and a system for handling and reporting major tourism safety accidents. 7.5 Tourists should be provided with optional insurance products and related services. 7.6 Urban public transportation facilities, recreational equipment, road anti-skid treatment, light barrier facilities, etc. should comply with safety regulations. 8 Tourism administrative services. 8.1 The tourism administrative management department should have a sound organization, clear responsibilities and a sound system. 8.2 The tourism law enforcement team with administrative law enforcement power should be managed in accordance with the law to ensure the healthy order of the tourism market. 8.3 A market governance linkage mechanism should be established for the coordination and cooperation between tourism and public security, industry and commerce and other departments. The tourism quality supervision agency should be sound. 8.4 A scientific tourism statistics system should be established, and tourism and statistics departments should jointly release tourism statistics. 8.5 A tourism price supervision mechanism should be established. 8.6 Policies should be formulated to encourage and support the education and training of tourism practitioners: establish a tourism practitioner talent information archive. 8.7 The annual training rate of tourism practitioners should reach 30% and the qualification rate should be above 80%. 8.8 The effective tourism complaint rate is below 2. The tourism complaint settlement rate is 100%. 8.9 The tourist satisfaction with urban tourism public services is above 80.
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