Some standard content:
ICS03.080
CCSA12
National Standard of the People's Republic of China
GB/T39666—2020
Classification and codes of government hotline service2020-12-14 Issued
State Administration for Market Regulation
National Standardization Administration
Issued
2020-12-14 Implementation
Foreword
Scope
Normative references
Terms and definitions
Classification method
Coding rules
Classification code
Extension requirements
References·
GB/T39666—2020
Foreword
GB/T39666—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".
This document is proposed and managed by the National Technical Committee for Service Standardization (SAC/TC264). This document was drafted by: China National Institute of Standardization, Suzhou Convenience Service Center, Deqing County Party Committee and Deqing County People's Government Petition Bureau, Jiangsu Quality and Standardization Research Institute, Rizhao Donggang District People's Government Office, Taizhou Luqiao District Women's Federation, Zhijiang Laboratory, Taizhou Standardization Research Institute, Guangzhou Haizhu District Government Service Data Management Bureau, Qingdao RRS Lexin Information Technology Service Co., Ltd., Qingdao Municipal Government Office, Bengbu Municipal Party Committee Political and Legal Affairs Commission, Suqian Municipal People's Government Office. The main drafters of this document: Hou Fei, Pan Yang, Zhang Shu, Cao Lili, Liu Chen, Qin Wei, Zhou Xudong, Chen Zhang, Wang Wenju, Huang Jin, Huang Rong, Qian Liang, Zeng Yi, Zhang Yuchen, Wang Lina, Su Xing, Li Bianfang, Sun Shubin, Cheng Yonghong, Jin Zongzhen, Chen Donglan, Wang Jiaqian, Xu Yang, Meng Ping, Huang Zicong. m
1Scope
Classification and codes of government hotline services
GB/T39666-—2020
This document establishes the classification method, coding rules and extension requirements for government hotline services, and establishes the corresponding classification system and code table. This document applies to the management and implementation of government hotline services. Normative references
The contents of the following documents constitute the indispensable terms of this document through normative references in the text. Among them, for referenced documents with dates, only the versions corresponding to the dates are applicable to this document; for referenced documents without dates, the latest versions (including all amendments) are applicable to this document.
GB/T20001.3—2015 Standard Writing Rules Part 3: Classification Standard GB/T33357—2016
5 Government Hotline Service Evaluation
GB/T33358—2016 Government Hotline Service Specification Terms and Definitions
The terms and definitions defined in GB/T20001.3—2015, GB/T33357—2016, GB/T33358—2016 and the following terms and definitions apply to this document.
Government Hotline
governmenthotline
Non-emergency public service call system established by the government and its functional departments Note: The specific forms of establishment include self-construction, outsourcing, entrustment, authorization, etc. LSource: GB/T333582016.3.1, modified3.2
Government hotline service
governmenthotlineservice
Relying on the government hotline, through telephone, SMS, mailbox, website and other media, it provides policy information consultation, appeal acceptance and return visits and other public services for organizations or individuals to participate in social governance and obtain public services. [Source: GB/T33358-2016, 3.2] Classification method
This document adopts the mixed classification method specified in GB/T20001.3-2015, and divides government hotline services into major categories, medium categories and minor categories according to the service content, among which:
A major category adopts the surface classification method;
A medium category adopts the surface classification method;
A minor category adopts the surface classification method or line classification method. GB/T39666—2020
5 Coding rules
5.1 The government hotline service classification (hereinafter referred to as "service classification") coding adopts the combined coding method specified in GB/T20001.3-2015.
5.2 The service classification code structure is shown in Figure 1.
6-digit Arabic numerals
(6-digit Arabic numerals) Minor category code
(4-digit Arabic numerals) Medium category code
(2-digit Arabic numerals) Major category code
Figure 1 Service classification code structure
5.3 The service classification code consists of 6 Arabic numerals, from left to right: the major category code is represented by 2 Arabic numerals, consisting of the 1st and 2nd Arabic numerals, and the code starts from 01; the medium category code is represented by 4 Arabic numerals, consisting of the 1st and 2nd Arabic numerals, and the code starts from 01; The first, second, third and fourth digits of the code are composed of Arabic numerals, of which the first and second digits are the codes of the major category, and the third and fourth digits are coded from 01; the subcategory code is represented by 6 Arabic numerals, composed of the first, second, third, fourth, fifth and sixth digits of the code, of which the first and second digits are the codes of the major category, the third and fourth digits are the codes of the middle category, and the fifth and sixth digits are coded from 01. 5.4 The inclusion item with the word "other" is set up in the middle category and subcategory, and the code is "99" Example: Other industrial and communication industry hotline service (020499) 5.5 When the middle and small categories are no longer subdivided, the code is supplemented with "0\ until the 6th digit. Example: Comprehensive hotline service (010000). 6 Classification code
Classification code See Table 1.
Table 1 Classification code table
Code
Major category
Middle category
010000
0201
Small category
010000
020100
Category name
Comprehensive hotline service
Industry hotline Service
Consular Protection Hotline Service
Description
Consular protection emergency, general consular protection cases, major emergency consular protection cases, consular protection knowledge and consular documents, etc. Consultation, acceptance of help, handling, return visits, filing, analysis
Major Category
Code
Medium Category
0202
0203
0204
0205
0206
0207
0208
0209| |tt||Subclass
020200
020300
020401
020402
020403
020499
020500
020600
020701
020702
020799
020800
020900
Table 1 (continued)
Category name||t t||Education hotline service
Science and technology hotline service
Industry and communication hotline service
Telecommunication service hotline service
Network illegal, bad and junk
Information hotline service
Tobacco monopoly hotline service
Other industrial and communication hotline services
National security hotline service
Public security hotline service
Emergency management hotline service
Fire hotline service
Earthquake hotline service||tt| |Other emergency management hotline services
Civil affairs hotline services
Legal hotline services
Explanation
GB/T39666—2020
Consultation, inquiry, handling, acceptance, disposal, return visit, filing, and analysis of complaints and reports in education
Consultation, inquiry, handling, acceptance, disposal, return visit, filing, and analysis of complaints and reports in science and technology
Consultation, inquiry, handling, acceptance, disposal, return visit, filing, and analysis of complaints and reports in industry and communications
Acceptance, handling, return visits, filing, and analysis of consultations, inquiries, complaints, suggestions, and reports on fixed telecommunications services and mobile telecommunications services; Acceptance, handling, return visits, filing, and analysis of consultations, inquiries, complaints, suggestions, and reports on illegal, bad, and junk information on the Internet; Acceptance, handling, return visits, filing, and analysis of consultations, inquiries, complaints, suggestions, and reports on tobacco monopoly products;
Acceptance, handling, return visits, filing, and analysis of clues to reports on suspected violations of national laws and activities endangering national security; Illegal fund-raising, cybercrime, gun-related and explosive-related crimes, Consultation, inquiry, handling, complaint, acceptance, handling, return visit, filing, and analysis of reports on gangs and evil forces, overseas fugitive pursuit, traffic safety, and violations of laws and regulations by public security organs and police officers, and infringement of corporate interests; consultation, inquiry, handling, complaint, acceptance, handling, return visit, filing, and analysis of household registration, production safety, disaster reports, emergency teaching and assistance, disaster prevention, etc. Consultation, inquiry, handling, complaint, acceptance, handling, return visit, filing, and analysis of reports on fire protection knowledge and fire hazards; consultation, inquiry, handling, complaint, acceptance, handling, return visit, filing, and analysis of earthquake disasters, earthquake prevention and disaster reduction, etc. Acceptance, handling, return visits, filing, and analysis of reports on civil affairs (social organizations, social assistance, administrative divisions, marriage management, funeral management, elderly care services, child welfare, charity, welfare lottery, etc.) Consultation, inquiry, complaint, suggestion, acceptance, handling, return visits, filing, and analysis of reports
Legal proceedings, case information, lawyer business, notary services, judicial appraisal, legal aid, people's mediation, judicial examinations, commercial arbitration, law enforcement services (prisons, drug rehabilitation, community corrections, resettlement and assistance), legal publicity, national legal professional qualification examinations, etc. Acceptance, handling, return visit, filing and analysis of inquiries, queries, complaints, suggestions and reports3
GB/T39666—2020
Code
Major category
Middle category
0210
0211
0212
0213
0214
0215
Subcategory
021000
021101
021199
0212 00
021301
021399
021401
021402
021403
021499
021500
Table 1 (continued)
Category Name
Human Resources and Social Security Hotline Service
Natural Resources Hotline Service
Marine Resources Hotline Service
Other Natural Resources Hotline Service
Ecological Environment Hotline Services
Housing and Urban-Rural Construction Hotline Service
Housing Provident Fund Hotline Service
Other Housing and Urban-Rural ConstructionbzxZ.net
Hotline Service
Transportation Hotline Service
Railway Transportation Hotline Service
Civil Aviation Transportation Hotline Service
Postal Hotline Service
Other Transportation Hotline Service
Water Conservancy Hotline Service
Explanation
Employment, labor relations, personnel and talents, income distribution, as well as pension insurance, work-related injury insurance, unemployment insurance Acceptance, disposal, return visit, filing and analysis of consultation, inquiry, complaint, suggestion and report of insurance, etc. Acceptance, disposal, return visit, filing and analysis of complaints and reports of illegal activities in natural resources such as land and minerals
Acceptance, disposal, return visit, filing and analysis of complaints and reports of illegal use of sea areas, marine environment, islands, foreign-related marine infringements, etc. Environmental pollution (water pollution, air pollution, solid waste, hazardous waste, radioactive waste, etc.), ecological protection (natural ecosystem protection, natural relics protection, wildlife protection, wild plant protection, etc.) Acceptance, disposal, return visit, filing and analysis of consultation, inquiry, complaint, suggestion and report on construction market and engineering, heat, gas, tap water, real estate development and management, municipal roads and facilities, environmental sanitation, urban and rural appearance, greening management, urban parks, scenic spots, housing provident fund, etc.
Acceptance, disposal, return visit, filing and analysis of consultation, inquiry, complaint, suggestion and report on housing provident fund business; Acceptance, disposal, return visit, filing and analysis of consultation, inquiry, complaint, suggestion and report on transportation activities Acceptance, handling, return visits, filing and analysis of inquiries, complaints, suggestions and reports
Acceptance, handling, return visits, filing and analysis of inquiries, complaints, suggestions and reports on railway transportation activities, etc. Acceptance, handling, return visits, filing and analysis of inquiries, complaints, suggestions and reports on air passenger and cargo transportation, general aviation services, airports, air traffic management, etc.
Acceptance, handling, return visits, filing and analysis of inquiries, complaints, suggestions and reports on basic postal services, express services and other delivery services
Acceptance, handling, return visits, filing and analysis of inquiries, complaints, suggestions and reports on road transportation, water transport, etc. Acceptance, disposal, return visit, filing and analysis of consultation, inquiry, complaint, suggestion and report on transportation, pipeline transportation, transportation agency and other unlisted transportation. Inquiry on water conservancy project construction and quality, water abstraction permit, etc. Acceptance, disposal, return visit, filing and analysis of report on water conservancy project construction, illegal sand mining, etc.
Major category
Code
Middle category
0216
0217
0218
0219
0220
0221
0222
0223
Subclass
021600
021700
021801
021802
021900
022001
022002
022003
022099
022100
022200
Table 1 (continued)
Category name
AgricultureRural hotline service
Commercial circulation hotline
Cultural tourism hotline service
Tourism hotline service
Cultural hotline service
Health hotline service
Financial hotline service
Bank hotline service
Securities hotline service
Insurance hotline service
Other financial hotline services
Customs hotline service
Tax hotline service
Market supervision and management hotline service||tt| |Description
GB/T39666-—2020
Acceptance, disposal, return visit, filing, and analysis of consultation, inquiry, complaint, suggestion, and report on agricultural information (such as policies, agricultural product market supply, prices), animal and plant epidemics, agricultural cases (such as pesticide cases, seed cases), agricultural product quality and safety, and agricultural project construction; Acceptance, disposal, return visit, filing, and analysis of consultation, inquiry, handling, complaint, and report on trade circulation;
Acceptance, disposal, return visit, filing, and analysis of tourist attractions, travel agencies and related services, and accommodation facilities Consultation, inquiry, complaint, suggestion and report acceptance, disposal, return visit, filing and analysis on the consultation ... Consultation, inquiry, complaint, suggestion, acceptance, disposal, return visit, filing, analysis of insurance business consultation, inquiry, complaint, suggestion, acceptance, disposal, return visit, filing, analysis of customs business consultation, inquiry, complaint, suggestion, acceptance, disposal, return visit, filing, analysis of taxation, tax-related (taxation, payment, tax-related and fee-related) information consultation, inquiry, complaint, suggestion, acceptance, disposal, return visit, filing, analysis of market supervision and management business consultation, inquiry, complaint, suggestion, acceptance, disposal, return visit, filing, analysis5 ||GB/T39666—2020
Code
Major category
Middle category
0224
0225
0226
0227
0228
0229
0230
0299
0301
0302
0303
Small category
022301
02 2302
022303
022304
022399
022400
022500
022600
022700
022800
022900
023000
029900
030100
030200
030300
Table 1 (continued) Category Name Consumer Protection Hotline Service Drugs, Medical Devices, Cosmetics Hotline Service Price Hotline Service Intellectual Property Hotline Service Other Market Supervision and Management Hotline Service Radio and Television Hotline Service Social Situation and Public Opinion Statistics Hotline Service Medical Insurance Hotline Service Energy Hotline Service Grain Distribution Hotline Service |tt||News and Publishing Hotline Service
Meteorological Hotline Service
Other Industry Hotline Services
Special Target Hotline Service
Employee Hotline Service
Minors and Youth Hotline
Service
Women Hotline Service
Explanation
Acceptance, handling, return visit, filing and analysis of consumers’ requests to market supervision departments to resolve disputes arising from consumer rights disputes with business operators after consumers purchase, use commodities or receive services for their daily consumption needs
Acceptance, handling, return visit, filing and analysis of consultations, inquiries, complaints, suggestions and reports on the quality and safety of drugs, medical devices and cosmetics Acceptance, handling, return visit, filing and analysis of price complaints from individuals and organizations, and reports on violations of laws, regulations, rules and other normative documents on prices and charges Acceptance, handling, return visit, filing and analysis of consultations, inquiries, complaints, suggestions and reports on trademark infringement, patent infringement disputes, patent counterfeiting and copyright infringement disputes File and analyze
Consultation, inquiry, acceptance, disposal, return visit, filing and analysis of radio, television and online audio-visual program servicesConsultation, inquiry, acceptance, disposal, return visit, filing and analysis of social surveys and public opinion surveys for individuals and organizationsConsultation, inquiry, acceptance, disposal, return visit, filing and analysis of medical insurance, maternity insurance, long-term care insurance, etc.Consultation, inquiry, acceptance, disposal, return visit, filing and analysis of energy work (electricity, coal, oil and gas, new energy and renewable energy, etc.)
Consultation, inquiry, acceptance, disposal, return visit, filing and analysis of grain circulation
Consultation, inquiry, acceptance, disposal, return visit, filing and analysis of books, newspapers, periodicals, audio-visual, electronic, online and other publications
Consultation, inquiry, acceptance, disposal, return visit, filing and analysis of meteorological information and meteorological warningConsultation, inquiry, acceptance, disposal, return visit, filing and analysis of employee rights protection
Acceptance, handling, return visit, filing and analysis of consultation, inquiry, complaint, suggestion and report on the protection of rights of minors and young people Acceptance, handling, return visit, filing and analysis of consultation, inquiry, complaint, suggestion, report and protection of rights of women-related affairs Major categories
Code
Middle categories
0304
0305
0306
0307
0308
0309
0399||tt| |7 Extended requirements
Subcategories
030400
030500
030600
030700
030800
030900
039900
Table 1 (continued)
Category name
Hotline service for persons with disabilities
Hotline service for the elderly
Hotline service for veterans
Hotline service for members of the Communist Party of China|| tt||Enterprise hotline service
Poverty alleviation hotline service
Other specific hotline services
Description
GB/T39666—2020
Acceptance, disposal, return visit, filing, and analysis of consultation, inquiry, complaint, suggestion, report, and rights protection for matters related to the disabled Acceptance, disposal, return visit, filing, and analysis of consultation, inquiry, complaint, suggestion, report, and rights protection for matters related to the elderly Acceptance, disposal, return visit, filing, and analysis of consultation, inquiry, complaint, suggestion, report, and rights protection for matters related to veterans Acceptance, handling, return visit, filing, and analysis of consultation, theoretical learning, and other matters
Acceptance, handling, return visit, filing, and analysis of consultation, inquiry, complaints, suggestions, and reports on business environment matters such as enterprise establishment and building permits Acceptance, handling, return visit, filing, and analysis of consultation, inquiry, complaints, suggestions, and reports on poverty alleviation
7.1 The service categories in Table 1 should be used first. When the service categories in Table 1 cannot meet the application requirements, the service categories and codes can be expanded.
7.2 The expanded service categories and codes should comply with the provisions of Chapter 4 and Chapter 5, and the existing service categories and codes in Table 1 should not be changed. 7.3 Extension types include: adding new major categories, adding new medium categories, adding new minor categories GB/T39666—2020
GB/T4754—2017
References
National Economic Industry Classification
GB/T 7027—2002
Basic principles and methods of information classification and coding GB/T 20001.3—2015
Standard writing rules
GB/T33357—2016
GB/T33358—2016
Part 3: Classification standards
Evaluation of government hotline services
Government hotline service specifications
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