Standard number: MZ/T 143-2019
Standard name: Basic requirements for common platform of funeral and interment service
English name: Basic requirements for common platform of funeral and interment service
Standard format: PDF
Release time: 2019-12-12
Implementation time: 2019-12-12
Standard size: 369K
Standard introduction: This standard specifies the general requirements, service requirements, service process, evaluation and improvement of the common platform of funeral and interment service.
This standard applies to the common platform of funeral and interment service.
Normative references
The following documents are indispensable for the application of this article. For all dated references, only the dated version applies to this document. For all undated references, the latest version (including all amendments) applies to this document.
MZ/T017 Funeral and interment service terms
MZ/T048 Funeral and interment service satisfaction evaluation
T098 Basic data specifications for funeral management service information system
3 Terms and definitions
The terms and definitions defined in MZ/T017 and the following terms and definitions apply to this document
Common platform of funeral and interment service
A comprehensive carrier that is supported by information technology and can integrate funeral and interment service resources within the region and provide full-process funeral and interment service functions
This standard was drafted in accordance with the rules given in G3/T1.1-2009.
This standard is proposed by the Ministry of Civil Affairs of the People's Republic of China
This standard is under the jurisdiction of the National Technical Committee for Funeral Standardization (SACTC354). The drafting units of this standard are: Changzhou Funeral Home, Changzhou Civil Affairs Bureau, Changzhou Inspection and Testing Standards and Certification Institute, Social Affairs Department of Jiangsu Provincial Civil Affairs Department, Shanghai Wanhao Industrial Co., Ltd.
The main drafters of this standard are: Yang Jihong, Tang Yong, Yu Xiaojun, Cai Juzhen, Zhang Hanping, Cai Jian, Zhao Ling, Shu Hongxi, Yu Guidi, Di Guofen, Sun Shuren, Xiao Chenglong, Wang Lishuan, He Xuanhua
This standard specifies the general requirements, service requirements, service processes, evaluation and improvement of public platforms for funeral services. This standard is applicable to public platforms for funeral services.
This standard was drafted in accordance with the rules given in GB/T 1.1-2009.
This standard is proposed by the Ministry of Civil Affairs of the People's Republic of China.
This standard is under the jurisdiction of the National Technical Committee for Funeral Standardization (SAC/TC 354). The
drafting units of this standard are: Changzhou Funeral Home, Changzhou Civil Affairs Bureau, Changzhou Inspection and Testing Standards and Certification Institute, Social Affairs Department of Jiangsu Provincial Civil Affairs Department, Shanghai Wanhao Industrial Co., Ltd. The
main drafters of this standard are: Yang Jihong, Tang Yong, Yu Xiaojun, Cai Luzhen, Zhang Hanping, Cai Jian, Zhao Ling, Shu Hongxi, Yu Guidi, Di Guofen, Sun Shuren, Xiao Chenglong, Wang Lishuan, He Xuanhua.
The following documents are indispensable for the application of this document. For all dated references, only the dated version applies to this document. For all undated references, the latest version (including all amendments) applies to this document.
MZ/T 017 Funeral Service Terminology
MZ/T 048 Funeral Service Satisfaction Evaluation
MZ/T 098 Basic Data Specification for Funeral Management Service Information System

ICS03.080.99
Registration number: XXXXX-XXXX
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Civil Affairs Industry Standard of the People's Republic of China
MZ/T143—2019
Basic requirements for common platform of funeral and interment service2019-12-12Release
2019-12-12Implementation
Ministry of Civil Affairs of the People's Republic of China
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This standard was drafted in accordance with the rules given in GB/T1.1-2009. This standard was proposed by the Ministry of Civil Affairs of the People's Republic of China. This standard is under the jurisdiction of the National Technical Committee for Funeral and Interment Standardization (SAC/TC354). MZ/T143—2019
The drafting units of this standard: Changzhou Funeral Home, Changzhou Civil Affairs Bureau, Changzhou Inspection and Testing Standards Certification Institute, Social Affairs Department of Jiangsu Provincial Civil Affairs Department, Shanghai Marriott Industrial Co., Ltd. The main drafters of this standard: Yang Jihong, Tang Yong, Yu Xiaojun, Cai Lu, Zhang Hanping, Cai Jian, Zhao Ling, Shu Hongxi, Yu Guidi, Di Guofen, Sun Shuren, Xiao Chenglong, Wang Lishuan, He Xuanhua. 1 Scope
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Basic requirements for public platforms for funeral services
This standard specifies the general requirements, service requirements, service processes, evaluation and improvement of public platforms for funeral services. This standard applies to public platforms for beach burial services. Normative references
MZ/T143-2019
The following documents are indispensable for the application of this article. For any dated referenced document, only the dated version applies to this document. For any undated referenced document, the latest version (including all amendments) applies to this document. MZ/T017 Funeral and interment service terminology
MZ/T048 Funeral and interment service satisfaction evaluation
MZ/T098 Basic data specification for funeral and interment service information system 3 Terms and definitions
The terms and definitions defined in MZ/T017 and the following terms and definitions apply to this document. 3.1
Common platform of funeral and interment service is a comprehensive carrier that is supported by information technology and can integrate funeral and interment service resources within the region and provide full-process funeral and interment service functions. 4 General requirements
4.1 Requirements for the common platform of funeral and interment service
4.1.1 The common platform of funeral and interment service should provide uninterrupted service. 4.1.2 The common platform of funeral and interment service should be equipped with a call center that meets the requirements and has a safe and reliable network operating environment. The call system equipped should have functions such as recording storage.
4.1.3 The public platform for funeral services should have the function of operation monitoring and formulate emergency plans for various faults. 4.1.4 The public platform for funeral services should have independent code number resources, websites, WeChat and other light intelligent client access. 4.1.5 The service information data type, code name, format, etc. of the public platform for funeral services shall be implemented in accordance with MZ/T098. 4.1.6 The public platform for funeral services should have the function of authority management, set the use permissions of roles such as managers, service personnel and funeral service providers, and provide corresponding data information and functional services. 4.1.7 The public platform for funeral services should establish a safe and reliable regular backup mechanism for business data. 4.2 Requirements for funeral service providers
4.2.1 Funeral service providers should have legal qualifications and have various funeral service projects and service teams. 4.2.2 The goods or services provided by funeral service providers should comply with the relevant pricing requirements of the price management department. 1
4.3 Requirements for platform service personnel
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4.3.1 The staff of the public platform for funeral services should master the professional knowledge of funeral policies and regulations, funeral service charges, etc., actively promote funeral services and funeral public welfare projects that benefit the people, and work meticulously and conscientiously. 4.3.2 When providing services, they should wear uniform work clothes and work badges, have a generous and decent appearance, and wear accessories that meet the requirements of the position. 4.3.3 Have empathy and affinity, be honest and trustworthy, respect the rights and interests of customers, and provide services to customers warmly and thoughtfully. 4.3.4 Have the ability and experience to communicate with customers, and should use Mandarin or a language that is easy for the other party to understand. 5 Service Requirements
5.1.1 The platform operating organization shall set up a service reception hall equipped with basic service facilities such as seats. 5.1.2 The platform operating organization shall publicize funeral laws and policies, service hours, service processes, charging standards, channels and methods for consultation and complaints to the public in the reception hall and online. 5.1.3 The platform operating organization shall establish an admission, training, evaluation and exit mechanism for funeral service providers. 5.1.4 The platform operating organization shall sign a cooperation agreement with the funeral service providers that have passed the review. 5.1.5 The platform operating organization shall sign a confidentiality agreement with the staff and funeral service providers, and prohibit the disclosure of relevant information. 5.1.6 Funeral service providers shall provide basic and non-basic funeral services according to their business scope. For specific requirements, please refer to Appendix A. 5.1.7 Funeral service providers shall follow unified service standards during the service process and accept the supervision and management of the funeral service public platform. June
Service Process
6.1 Consultation
6.1.1 The public platform for funeral services provides accurate funeral information through funeral service hotlines, mobile applications, websites and other channels, and clearly informs the basic and non-basic service items and the corresponding charging standards. 6.1.2 The staff of the public platform for funeral services should interpret the policies and regulations of the funeral industry, funeral customs and related business procedures, handling procedures, etc.; advocate simple funerals and civilized funerals. 6.2 Reservation
6.2.1 If the customer confirms that an appointment is required, the staff of the public platform for funeral services will enter the information of the deceased, caller number, service items, responsible units, contacts and other information into the platform and generate a business reservation order. 6.2.2 The public platform for funeral services should recommend the nearest funeral service provider to the customer for selection and confirmation based on customer needs and the service capabilities of the funeral service provider. After the customer confirms, the platform will send the reservation order information to the funeral service provider and send the information of the funeral service provider to the customer.
6.3 Signing of the Agreement
6.3.1 After receiving the platform's order, the funeral service provider will contact the customer and formulate a funeral plan based on the customer's needs. 6.3.2 The funeral service provider will generate a service order through the client, and the funeral service agreement will be signed after the customer confirms the service items and the corresponding charges.
6.4 Implementation of the Agreement
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MZ/T143—2019
6.4.1 After the funeral service provider completes the corresponding execution items according to the content of the funeral service agreement and the service process, it shall submit the execution results on the client.
6.4.2 The funeral service public platform will track the service according to the order service content, execution status and feedback, and promptly feedback and rectify any problems found.
6.4.3 The fee can be settled only after the service is completed, and multiple payment methods such as cash, credit card, and mobile payment should be provided. 6.5 Follow-up visits
6.5.1 The staff will follow up with the customers according to the database information of the funeral service public platform the day after each order is completed. The follow-up visits shall cover all the objects, and the forms of follow-up visits include SMS follow-up visits, telephone follow-up visits, etc. The follow-up visits shall include service quality, business style construction, price charges, etc.
6.5.2 Service satisfaction shall be evaluated in accordance with MZ/T048. 6.5.3 The staff shall record the opinions and suggestions of the people being followed up in detail. 6.5.4 The complaint information fed back by the people being followed up shall be handled in accordance with 7.2. 7 Evaluation and improvement
7.1 Supervision and inspection
7.1.1 The funeral service public platform shall be subject to supervision and inspection by the competent business department, and at the same time, it shall be subject to supervision by customers. 7.1.2 The funeral service public platform shall conduct regular or irregular supervision and inspection on the staff and funeral service providers, and the inspection results shall be used as the basis for work assessment.
7.2 Complaint handling
7.2.1 The public platform for funeral services should make public complaint channels, including platform phone numbers, websites, mobile applications, etc. 7.2.2 The public platform for funeral services should handle customer complaints within 3 working days and keep records as a basis for improving service levels and service quality.
7.3 Improvement measures
The public platform for funeral services should summarize and analyze the service information, satisfaction survey opinions and complaint suggestions fed back by customers, and the rectification issues should be fed back to the relevant departments for rectification within 5 working days. 3
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Appendix A
(Informative Appendix)
Service Requirements
Service Requirements
Service Content
Body Transportation Service
Body Preservation Service
Body Cremation Service
Ashes Storage Service
Ashes Scattering at Sea Service
Funeral Reception Service
Body Farewell Service
Cemetery Sweeping Service
Public Curtain Business Reception
Curtain Production Service
Cemetery Burial Service
Cemetery Maintenance Service
Implementation Standard
GB/T26374
MZ/T019||t t||MZ/T021
MZ/T022
MZ/T023
MZ/T018
MZ/T020
MZ/T038
MZ/T034
MZ/T035
MZ/T036
MZ/T037
MZ/T143—2019
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References
[1]】State Council of the People’s Republic of China, Regulations on Funeral and Interment Administration (2012 Amendment), November 9, 2012 MZ/T143—2019
[2]】National Development and Reform Commission and Ministry of Civil Affairs. Guiding Opinions on Further Strengthening the Management of Funeral Service Fees March 2, 2012
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