Some standard content:
IcS03.060
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Human Resources and Social Security Industry Standard of the People's Republic of China LD/T01—2020
Online service guide for social insurance
Online service guide of social insurance2020-01-01 Issued
Implementation on 2020-02-01
Issued by the Ministry of Human Resources and Social Security of the People's Republic of China
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Normative reference documents
3 Terms and definitions
Online service
Online service matters
Online service system,
Service center.
Basic principles
Uniform standards
Convenient and efficient..
Safe and stable,
Smart and friendly
Online service content
Online reservation:
Online inquiry,
Online application,
Online handling
Consultation and complaint
Information disclosure
Online service management
Platform management,
User management
Data management
Safety management
System System management
7 Service quality evaluation and improvement
Evaluation requirementsbzxZ.net
7.2 Evaluation indicators
7.3 Evaluation methods
7.4 Evaluation results,
7.5 Continuous improvement
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LD/T01—2020
LD/T01—2020
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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 Social Insurance Management Center of the Ministry of Human Resources and Social Security and the Information Center of the Ministry of Human Resources and Social Security. This standard is under the jurisdiction of the National Technical Committee for Social Insurance Standardization (SAC/TC474). The drafting units of this standard are: Social Insurance Administration Center of the Ministry of Human Resources and Social Security, Information Center of the Ministry of Human Resources and Social Security, Tianjin Social Insurance Fund Administration Center, Tianjin Human Resources and Social Security Information Center, Heilongjiang Social Insurance Administration Bureau, Heilongjiang Human Resources and Social Security Information Center, Henan Social Security Bureau, Ningxia Hui Autonomous Region Social Insurance Administration Bureau, Beijing Dongcheng District Social Insurance Fund Administration Center, Wuxi Social Insurance Fund Administration Center, Wuxi Human Resources and Social Security Information Center, Weihai Social Insurance Service Center.
The main drafters of this standard are: Gao Lianhuan, Zhao Xuejun, Gong Qiang, Liu Nan, Ma Lingzhi, Sun Xuemei, Dong Liangfan, Zheng Qiang, Lu Tianpu, Shen Qixian, Zhu Xudong, and Han Guodong.
1 Scope
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Guide to Online Social Insurance Service
LD/T01—2020
This standard specifies the terms and definitions, basic principles, online service content, online service management, service quality evaluation and improvement of online social insurance service.
This standard applies to social insurance agencies at all levels, human resources and social security information management agencies and authorized (entrusted) service agencies to provide online social insurance service. 2 Normative references
The following documents are indispensable for the application of this document. For all referenced documents with dates, only the versions with the dates are applicable to this document. For all undated referenced documents, the latest versions (including all amendments) are applicable to this document. GB/T31596.1 Social Insurance Terminology Part 1: General Social Insurance Business Archives Management Specifications GB/T31599 GB/T34276 GB/T34414 GB/T20269 GB/T20270 GB/T20271 GB/T21061 GB/T21064 GB/T22081 Social Insurance Consulting Service Specifications Social Insurance Management Performance Evaluation
Information security technology Information system security management regulations Information security technology Network basic security technology requirements Information security technology General security technology requirements for information systems National e-government network technology and operation management specifications General design requirements for e-government systems
Information technology security technology Information security management practical rules GB/T30850.1E
Guide to e-government standardization Part 1: General LD/T91
Social insurance visual identification system
Terms and definitions
Terms and definitions defined in GB/T31596.1 and the following terms and definitions apply to this document. 3.1
Online service onlineservice
Social insurance agencies rely on the public Internet to provide service guides, information inquiries, business processing, evaluation and complaints to participating units and insured persons.
Online service itemsonlineserviceitem1
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According to the list of public service items stipulated in the Guiding Opinions on Standardizing the List of Administrative Approval and Public Service Items in the Human Resources and Social Security System, the online service items are announced, including the name of the item, a brief description of the item, the handling materials, the handling method, the handling time limit, the delivery of the results, the basis and standard of charges, the service time, the consultation and inquiry channels, and the supervision and complaint channels. Note: The types of online service items are divided into immediate handling, commitment handling, appointment handling, etc. 3.3
Online service systemonlineservicesystem aims at unified planning, unified standards, unified construction and unified management, and is interconnected with the social insurance management information system, and is deployed on the Internet to provide social insurance handling services. Note: The online service system handling service channels include online service halls, 12333 telephone consultations, self-service terminals, mobile device terminals, third-party service platforms, etc.
4 Basic principles
4.1 Unified norms
Online handling services should comply with the relevant guidance and planning requirements of the national social insurance public service platform construction. All public service matters involving social insurance should actively provide online handling services, standardize the content of online handling services, and achieve information synchronization and collaborative handling with window handling services.
4.2 Convenient and efficient
Adhere to demand-oriented, rely on information technology means with Internet technology as the core, promote cross-system, cross-regional, cross-departmental, and cross-level data information sharing, optimize processes, simplify links, and improve efficiency. 4.3 Security and stability
Strengthen the security management of online handling services, rely on the social insurance management information system, improve the risk prevention and control system, prevent fund management risks, and ensure uninterrupted and stable services.
4.4 Smart and friendly
Focus on the humanized and intelligent design of online handling services, with a friendly and smooth interface, comprehensive function display, simple and convenient operation, and provide online guidance and interaction.
5 Online service content
5.1 Online appointment
Social insurance agencies can make appointments for participating units and insured persons at the window service of the service center through the online service system. The service content should include:
a) Providing participating units and insured persons with appointment service items, appointment date and time range, and the option to cancel the appointment. The date should be within one week starting from the second day;
After receiving the appointment application, the online service system should promptly give a prompt on whether it is successful, and can provide service reminders through platform messages, text messages or instant communication applications;2
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c) The service center can arrange an exclusive window for providing appointment services according to actual conditions. 5.2 Online Inquiry
LD/T01—2020
5.2.1 Social insurance agencies can provide service information inquiry services for participating units and insured persons through the online service system, including but not limited to:
a) Service application information, including application number, application matter, application materials, application time, applicant, etc. b) Service handling information, including acceptance time, acceptance department, handling progress, handling results, etc. 5.2.2Social insurance agencies can provide social insurance rights and interests information inquiry services for insured units and insured persons through the online service system, including but not limited to:
a) Social insurance registration information of insured units and insured persons: Information on social insurance premiums paid by insured units and insured persons: b)
Insured persons’ payment years and personal account information: c)
Information on the transfer and continuation of insured persons’ social insurance relations: d
e) Information on insured persons’ qualifications for social insurance benefits and receipt of benefits. 5.3 Online Application
5.3.1 Social insurance agencies provide online services to participating units and participants based on the list of online service items. The process includes:
a) Participating units and participants log in to the online service system, select service items, fill in application information, and upload application documents; b) Social insurance agencies accept applications and handle business in accordance with laws and regulations; immediate processing: According to the internal review rules of the social insurance information system, the system automatically determines that the application will be handled immediately after submission. ：Review application information and handling requirements. If joint handling is required, the systems will interact and the handling will be completed within the promised time limit; Appointment handling: Review the pre-examination application, prompt the original documents to be submitted, and make an appointment window for handling. For those that have been completed or not completed, the social insurance agency should inform the acceptance results through platform messages or text messages, instant messaging applications, etc. c)
, including the completion of the acceptance or the reason for failure; d) The social insurance agency should provide electronic credentials for the insured units and insured persons to record the results of the business processing. 5.3.2 The social insurance agency should provide operational guidance and online help for business handling in the online service system, and give warnings for business handling with risks, and set up confirmation links. 5.3.3 The social insurance agency can provide benefit application and other services to the insured units or insured persons through the Ministry of Human Resources and Social Security Social Security Card Service Platform or third-party payment platforms such as the agreement service bank. 5.3.4 The agency with conditions should require the insured units or insured persons to stamp electronic seals or electronic signatures on the handling requirements in accordance with regulations. After the service items are completed, an electronic seal should be affixed to the business processing form to be issued. 5.3.5 Social insurance agencies should collect, organize and archive paper and electronic files generated by online service processing, which should comply with the provisions of GB/T31599.
5.3.6 Social insurance agencies should promote the sharing and use of government information required for online service items, and promote the standardization and imaging of processing requirements.
5.4 Online Processing
LD/T01—2020
5.4.1 Registration and Login
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5.4.1.1 Social insurance agencies should provide online processing services for participating units and insured persons through a unified identity authentication system. 5.4.1.2 The online service system provides a registration wizard, and can provide image, video collection and registration information association verification functions if conditions permit. 5.4.1.3 The social insurance agency provides the insured units with ways to register and log in to the online service system, including but not limited to: registering an account based on the basic information of the insured unit, setting a password, and logging in with the account and password; a)
Using a digital certificate created and allocated by an authorized certification service agency, setting a password to log in. b)
5.4.1.4 The social insurance agency provides the insured persons with ways to register and log in to the online service system, including but not limited to: filling in the insured person’s basic information to register an account with real name, setting a password, and logging in with an account and password: a)
Complete registration and login by identifying the electronic social security card; access through an authorized third-party service platform account, set a password to log in. 5.4.1.5 When online service matters need to be handled by the person himself, the online service system should provide a real-name authentication function, and identify the person as handling the matter through electronic social security cards, biometric authentication, digital certificate authentication, or information association authentication. 5.4.2 Download and Print
5.4.2.1 Social insurance agencies should provide download and print services for participating units and participants through the online service system. The download and print content is divided into social insurance handling certificates and social insurance rights and interests proof. 5.4.2.2 Social insurance handling certificates include but are not limited to: a) Acceptance notice for the insured units and participants to handle service matters; b) Result notification for the insured units and participants to handle service matters; c) Payment certificate for the insured person to transfer and continue the social insurance relationship. 5.4.2.3 Social insurance rights and interests proof include but are not limited to: Insurance certificates for participating units and participants: a)
b) Payment rights and interests records for participating units and participants: c) Details of social insurance benefits enjoyed by the insured person. 5.4.2.4 Social insurance agencies should stamp electronic seals, mark electronic anti-counterfeiting codes, and provide channels for verifying authenticity for the certificates and proofs downloaded and printed from the online service system. 5.4.3 Handling services
Social insurance agencies provide business handling services to participants through online service systems, including but not limited to a) qualification certification for participants to enjoy social insurance benefits; participants handle relationship transfer and continuation business; b)
Participants apply for proof of exemption from overseas social insurance payment; c)
Participants enjoy basic pension insurance benefit calculation services; participants query the application status of social security cards. Information push
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LD/T01—2020
Social insurance agencies should realize point-to-point personalized information services between the insured unit handlers and the insured through a unified information push platform. The information actively pushed includes but is not limited to: a) reminder information such as social insurance policy adjustments, changes in handling procedures, handling time, handling progress, and result notification; b) basic information changes, payment information changes, account updates, benefit payments and other rights and interests information. 5.5 Consultation and Complaints
5.5.1 Social insurance agencies should set up online mailboxes and platform message functions through online service systems to provide consultation, suggestions and complaints services to participating units and insured persons. The provision of online consultation services should comply with the provisions of GB/T34276. 5.5.2 Social insurance agencies should provide online interactive services through online service systems, including but not limited to: intelligent customer service online text services:
manual customer service online text services
manual customer service voice or video dialogue services. c
5.5.3 Social insurance agencies should respond to consultations and suggestions raised in the online service system in a timely manner: questions that can be answered immediately should be answered immediately, and those that cannot be answered immediately should be answered within the specified working days; a)
Questions that can be answered publicly should be representative, universal, and have policy basis; b)
c) For questions that are not suitable for public answers, the time and method of reply should be agreed with the questioner. 5.5.4 Social insurance agencies should regularly organize and summarize consultation problem records, improve the social insurance business knowledge base, and gradually realize full intelligent customer service response.
5.5.5 Social insurance agencies should improve the complaint and report acceptance mechanism. For complaints and report information submitted in the online service system, they should actively contact the complainant, reply to the processing time limit, and feedback the processing results. 5.5.6 Social insurance agencies can provide more convenient consultation and complaint services to participating units and insured persons through interactive platforms with high audience coverage, while ensuring information security. 5.6 Information Disclosure
5.6.1 Social insurance agencies should publish information on the basis of handling on the online service system and government websites: a)
Information such as social insurance laws, regulations, policies, rules and other normative documents: list of social insurance public service items, and relevant information contained in the items; b)
Basic information such as service hours, location, consultation and complaint telephone numbers of the service center; c)
Other government service information that needs to be provided. d)
5.6.2 Social insurance agencies should publish information about the handling process on the online service system: service guide for handling at the service center window; a)
Service guide and operation instructions for online service items; application form and format text sample for handling process of social insurance public service items;
Sample examples of certification materials.
5.6.3 Social insurance agencies should publish credit management information on the online service system: 5
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a) Credit rating of participating units and insured persons; b) Blacklist of social insurance dishonest behaviors.
6 Online service management
6.1 Platform management
6.1.1 The design, planning and construction of the social insurance online service system shall comply with the provisions of GB/T21064 and GB/T30850.1. 6.1.2 The service channels of the social insurance online service system include but are not limited to: Online service hall: a platform that provides social insurance service through logging on to the Internet after filing in accordance with regulations. a)
12333 telephone consultation: a platform that provides telephone consultation services for social insurance service based on the 12333 telephone service hotline. Self-service terminal: a self-service equipment platform placed in service halls at all levels and various service places to provide social insurance service. d)
Mobile device terminal: an application software platform that uses mobile devices such as mobile phones and tablets to provide social insurance service. Third-party service platform: a platform created by a third-party service agency and authorized by the social insurance agency and the information management agency to provide social insurance service. 6.1.3 The platform interface and content design of the social insurance online service system should follow the following principles: The overall design style of the interface should be consistent, and the page layout, graphics and colors should be consistent: a)
b)
All interfaces should use social security blue as the main color, and refer to LD/T91 for implementation: c)
The structural level should not exceed 3 layers, and commonly used information content and functional services should be placed at a shallower level d) The process of obtaining information content and functional services should not exceed 3 steps. 6.1.4 The social insurance online service system should set reminders that are conducive to legal and standardized use, and provide online help or guiding prompts for highly professional terms, complex operations, etc. 6.1.5 Social insurance agencies and human resources and social security information comprehensive management agencies should rely on the 12333 telephone service hotline to support participating units and insured persons in using online services and collect their opinions and suggestions for improving the online service system. 6.2 User Management
6.2.1 The comprehensive management agency for human resources and social security informationization shall uniformly manage the user information of the online service system. The registration information of each online service platform shall be kept consistent to ensure the uniqueness of the users of the online service system. 6.2.2 Information of the insured unit registering for the online service system, including but not limited to: a)
Name of the insured unit:
Unified social credit code or other agreed identification code: c)
Name and contact number of the legal person of the unit:
Name and contact number of the entrusted person:
User name and password,
6.2.3 Information of the insured person registering for the online service system, including but not limited to: a)
Name:
Citizen identity number, Hong Kong, Macao and Taiwan Resident Residence Permit number, foreigner permanent residence permit number, passport number, etc.: b)
c) Social security number:
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d) Social security card number or social security card bank account number; e) Mobile phone number:
User name and password.
LD/T01—2020
6.2.4 The human resources and social security information integrated management agency shall sign an online service agreement with the registered users of the online service system. The content of the agreement includes but is not limited to:
Should consciously abide by the laws, regulations, procedures and agreements related to online services; should fill in the registration information truthfully, accurately and completely; should properly keep the registered user name and login password, and bear the consequences of leakage: should agree on the service scope, service period, service risks and legal liabilities; should use online services in a standardized manner and bear all risks arising from irregular use; should protect the registration information and online service privacy and confidential information. The human resources and social security information comprehensive management agency shall establish a registered user management system, whose functions include but are not limited to: 6.2.5
Modification and maintenance of user registration information:
Uniform binding and unbinding of user registration information: Locking and unlocking of user accounts:
Resetting of user login passwords;
User login logs and operation trace records
6.2.6 The human resources and social security information comprehensive management agency shall establish an identity authentication mechanism for participating units and insured persons to log in to the online service system, where identity authentication is not limited to: a
User registration information, password, SMS verification code, identification code, identification picture verification; biometric verification such as face recognition, fingerprint recognition, voiceprint recognition, iris recognition; identity information association identification provided by third-party service platforms; c) Identification of hardware devices such as social security cards, digital certificates of certification agencies, and identity cards; d) Identification of information such as electronic soft certificates and electronic tags; f) Identification of electronic certificates such as electronic ID cards and electronic social security cards. 6.2.7 The human resources and social security information comprehensive management agency shall conduct access management for the certification agencies of social insurance online services. The electronic seals and electronic signatures provided by the certification agencies shall be put into use after the service function acceptance and legal liability certification, and shall be replaced in time when they expire or are abolished.
6.3 Data management
6.3.1 The human resources and social security information comprehensive management agency shall follow the data security management specifications, strengthen the data security management of the online service system, establish a data use permission management system, and prevent unauthorized access. 6.3.2 The social insurance online service system shall keep detailed records of the collection, change and use of business data such as online appointments, online inquiries, and online processing, and realize traceability and traceability management of the entire process. 6.3.3 The human resources and social security information comprehensive management agency shall regularly clean up the data of the online service system, use a combination of system self-inspection and manual proofreading to back up existing data, and improve the operating efficiency of the online service system. 7
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6.3.4 Social insurance agencies may use big data analysis and application technology to conduct data mining on the operation process and results of online services, perceive differentiated service needs, and accurately provide online agency services. 6.4 Security management
6.4.1 The information and network security management of online service systems by the human resources and social security information comprehensive management agency shall comply with the provisions of GB/T20269, GB/T20270, GB/T20271, and GB/T22081, and shall build and operate online service systems in accordance with the requirements of the application system security management specifications and database security management specifications. 6.4.2 The human resources and social security information comprehensive management agency shall establish a security management system for the computer room facilities, hardware and network equipment of the online service system, and establish a sound database backup mechanism and other security strategies. 6.4.3 The online service system shall protect data transmission, ensure user privacy and information security, and comply with the data protection requirements specified in GB/T20271.
6.4.4 The online service system shall be network-securely isolated from the social insurance management information system, and network security equipment shall be set up to ensure access security. 6.4.5 The online service system can verify the environment configuration before providing services, has self-recovery and fault handling capabilities, and can automatically alarm in the event of abnormal situations. When the network security environment changes due to malicious attacks or tampering, the system shall refuse to provide services. 6.5 System Management
6.5.1 The comprehensive management agency for human resources and social security informatization is responsible for the application management of the online service system, and shall ensure the stable operation and daily maintenance of the support system, etc., in accordance with the provisions of GB/T21061 and GB/T30850.1. 6.5.2 Provide basic support for the social insurance online service system, including but not limited to: a)
Portal integration service;
Data management service;
Data exchange service:
Secure identity authentication service:
Basic information management service:
Information processing service:
Electronic archive management service:
Social security card and its electronic social security card management service: Basic information service for social security card holders. 6.5.3 The online service system can be configured with a disaster recovery service mechanism, which should meet the performance requirements corresponding to the needs and provide uninterrupted and stable services.
6.5.4 The comprehensive management agency for human resources and social security informatization should monitor the operation of the online service system in real time, grasp the resource usage of the online service system in real time, and establish an early warning mechanism and an emergency response mechanism. 7 Service quality evaluation and improvement
7.1 Evaluation requirements1. Evaluation requirements1. Evaluation requirements3 The platform interface and content design of the social insurance online service system should follow the following principles: The overall design style of the interface should be consistent, and the page layout, graphics and colors should be consistent: a)
b)
All interfaces should use social security blue as the main color, and refer to LD/T91 for implementation: c)
The structural level should not exceed 3 layers, and commonly used information content and functional services should be placed at a shallower level d) The process of obtaining information content and functional services should not exceed 3 steps. 6.1.4 The social insurance online service system should set reminders that are conducive to legal and standardized use, and provide online help or guiding prompts for highly professional terms, complex operations, etc. 6.1.5 Social insurance agencies and human resources and social security information comprehensive management agencies should rely on the 12333 telephone service hotline to support participating units and insured persons in using online services and collect their opinions and suggestions for improving the online service system. 6.2 User Management
6.2.1 The comprehensive management agency for human resources and social security informationization shall uniformly manage the user information of the online service system. The registration information of each online service platform shall be kept consistent to ensure the uniqueness of the users of the online service system. 6.2.2 Information of the insured unit registering for the online service system, including but not limited to: a)
Name of the insured unit:
Unified social credit code or other agreed identification code: c)
Name and contact number of the legal person of the unit:
Name and contact number of the entrusted person:
User name and password,
6.2.3 Information of the insured person registering for the online service system, including but not limited to: a)
Name:
Citizen identity number, Hong Kong, Macao and Taiwan Resident Residence Permit number, foreigner permanent residence permit number, passport number, etc.: b)
c) Social security number:
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d) Social security card number or social security card bank account number; e) Mobile phone number:
User name and password.
LD/T01—2020
6.2.4 The human resources and social security information integrated management agency shall sign an online service agreement with the registered users of the online service system. The content of the agreement includes but is not limited to:
Should consciously abide by the laws, regulations, procedures and agreements related to online services; should fill in the registration information truthfully, accurately and completely; should properly keep the registered user name and login password, and bear the consequences of leakage: should agree on the service scope, service period, service risks and legal liabilities; should use online services in a standardized manner and bear all risks arising from irregular use; should protect the registration information and online service privacy and confidential information. The human resources and social security information comprehensive management agency shall establish a registered user management system, whose functions include but are not limited to: 6.2.5
Modification and maintenance of user registration information:
Uniform binding and unbinding of user registration information: Locking and unlocking of user accounts:
Resetting of user login passwords;
User login logs and operation trace records
6.2.6 The human resources and social security information comprehensive management agency shall establish an identity authentication mechanism for participating units and insured persons to log in to the online service system, where identity authentication is not limited to: a
User registration information, password, SMS verification code, identification code, identification picture verification; biometric verification such as face recognition, fingerprint recognition, voiceprint recognition, iris recognition; identity information association identification provided by third-party service platforms; c) Identification of hardware devices such as social security cards, digital certificates of certification agencies, and identity cards; d) Identification of information such as electronic soft certificates and electronic tags; f) Identification of electronic certificates such as electronic ID cards and electronic social security cards. 6.2.7 The human resources and social security information comprehensive management agency shall conduct access management for the certification agencies of social insurance online services. The electronic seals and electronic signatures provided by the certification agencies shall be put into use after the service function acceptance and legal liability certification, and shall be replaced in time when they expire or are abolished.
6.3 Data management
6.3.1 The human resources and social security information comprehensive management agency shall follow the data security management specifications, strengthen the data security management of the online service system, establish a data use permission management system, and prevent unauthorized access. 6.3.2 The social insurance online service system shall keep detailed records of the collection, change and use of business data such as online appointments, online inquiries, and online processing, and realize traceability and traceability management of the entire process. 6.3.3 The human resources and social security information comprehensive management agency shall regularly clean up the data of the online service system, use a combination of system self-inspection and manual proofreading to back up existing data, and improve the operating efficiency of the online service system. 7
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6.3.4 Social insurance agencies may use big data analysis and application technology to conduct data mining on the operation process and results of online services, perceive differentiated service needs, and accurately provide online agency services. 6.4 Security management
6.4.1 The information and network security management of online service systems by the human resources and social security information comprehensive management agency shall comply with the provisions of GB/T20269, GB/T20270, GB/T20271, and GB/T22081, and shall build and operate online service systems in accordance with the requirements of the application system security management specifications and database security management specifications. 6.4.2 The human resources and social security information comprehensive management agency shall establish a security management system for the computer room facilities, hardware and network equipment of the online service system, and establish a sound database backup mechanism and other security strategies. 6.4.3 The online service system shall protect data transmission, ensure user privacy and information security, and comply with the data protection requirements specified in GB/T20271.
6.4.4 The online service system shall be network-securely isolated from the social insurance management information system, and network security equipment shall be set up to ensure access security. 6.4.5 The online service system can verify the environment configuration before providing services, has self-recovery and fault handling capabilities, and can automatically alarm in case of abnormal situations. When the network security environment changes due to malicious attacks or tampering, the system shall refuse to provide services. 6.5 System Management
6.5.1 The comprehensive management agency for human resources and social security informatization is responsible for the application management of the online service system, and shall ensure the stable operation and daily maintenance of the support system, etc., in accordance with the provisions of GB/T21061 and GB/T30850.1. 6.5.2 Provide basic support for the social insurance online service system, including but not limited to: a)
Portal integration service;
Data management service;
Data exchange service:
Secure identity authentication service:
Basic information management service:
Information processing service:
Electronic archive management service:
Social security card and its electronic social security card management service: Basic information service for social security card holders. 6.5.3 The online service system can be configured with a disaster recovery service mechanism, which should meet the performance requirements corresponding to the needs and provide uninterrupted and stable services.
6.5.4 The comprehensive management agency for human resources and social security informatization should monitor the operation of the online service system in real time, grasp the resource usage of the online service system in real time, and establish an early warning mechanism and an emergency response mechanism. 7 Service quality evaluation and improvement
7.1 Evaluation requirements3 The platform interface and content design of the social insurance online service system should follow the following principles: The overall design style of the interface should be consistent, and the page layout, graphics and colors should be consistent: a)
b)
All interfaces should use social security blue as the main color, and refer to LD/T91 for implementation: c)
The structural level should not exceed 3 layers, and commonly used information content and functional services should be placed at a shallower level d) The process of obtaining information content and functional services should not exceed 3 steps. 6.1.4 The social insurance online service system should set reminders that are conducive to legal and standardized use, and provide online help or guiding prompts for highly professional terms, complex operations, etc. 6.1.5 Social insurance agencies and human resources and social security information comprehensive management agencies should rely on the 12333 telephone service hotline to support participating units and insured persons in using online services and collect their opinions and suggestions for improving the online service system. 6.2 User Management
6.2.1 The comprehensive management agency for human resources and social security informationization shall uniformly manage the user information of the online service system. The registration information of each online service platform shall be kept consistent to ensure the uniqueness of the users of the online service system. 6.2.2 Information of the insured unit registering for the online service system, including but not limited to: a)
Name of the insured unit:
Unified social credit code or other agreed identification code: c)
Name and contact number of the legal person of the unit:
Name and contact number of the entrusted person:
User name and password,
6.2.3 Information of the insured person registering for the online service system, including but not limited to: a)
Name:
Citizen identity number, Hong Kong, Macao and Taiwan Resident Residence Permit number, foreigner permanent residence permit number, passport number, etc.: b)
c) Social security number:
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d) Social security card number or social security card bank account number; e) Mobile phone number:
User name and password.
LD/T01—2020
6.2.4 The human resources and social security information integrated management agency shall sign an online service agreement with the registered users of the online service system. The content of the agreement includes but is not limited to:
Should consciously abide by the laws, regulations, procedures and agreements related to online services; should fill in the registration information truthfully, accurately and completely; should properly keep the registered user name and login password, and bear the consequences of leakage: should agree on the service scope, service period, service risks and legal liabilities; should use online services in a standardized manner and bear all risks arising from irregular use; should protect the registration information and online service privacy and confidential information. The human resources and social security information comprehensive management agency shall establish a registered user management system, whose functions include but are not limited to: 6.2.5
Modification and maintenance of user registration information:
Uniform binding and unbinding of user registration information: Locking and unlocking of user accounts:
Resetting of user login passwords;
User login logs and operation trace records
6.2.6 The human resources and social security information comprehensive management agency shall establish an identity authentication mechanism for participating units and insured persons to log in to the online service system, where identity authentication is not limited to: a
User registration information, password, SMS verification code, identification code, identification picture verification; biometric verification such as face recognition, fingerprint recognition, voiceprint recognition, iris recognition; identity information association identification provided by third-party service platforms; c) Identification of hardware devices such as social security cards, digital certificates of certification agencies, and identity cards; d) Identification of information such as electronic soft certificates and electronic tags; f) Identification of electronic certificates such as electronic ID cards and electronic social security cards. 6.2.7 The human resources and social security information comprehensive management agency shall conduct access management for the certification agencies of social insurance online services. The electronic seals and electronic signatures provided by the certification agencies shall be put into use after the service function acceptance and legal liability certification, and shall be replaced in time when they expire or are abolished.
6.3 Data management
6.3.1 The human resources and social security information comprehensive management agency shall follow the data security management specifications, strengthen the data security management of the online service system, establish a data use permission management system, and prevent unauthorized access. 6.3.2 The social insurance online service system shall keep detailed records of the collection, change and use of business data such as online appointments, online inquiries, and online processing, and realize traceability and traceability management of the entire process. 6.3.3 The human resources and social security information comprehensive management agency shall regularly clean up the data of the online service system, use a combination of system self-inspection and manual proofreading to back up existing data, and improve the operating efficiency of the online service system. 7
LD/T01—2020
iiiKAacJouaKAa
6.3.4 Social insurance agencies may use big data analysis and application technology to conduct data mining on the operation process and results of online services, perceive differentiated service needs, and accurately provide online agency services. 6.4 Security management
6.4.1 The information and network security management of online service systems by the human resources and social security information comprehensive management agency shall comply with the provisions of GB/T20269, GB/T20270, GB/T20271, and GB/T22081, and shall build and operate online service systems in accordance with the requirements of the application system security management specifications and database security management specifications. 6.4.2 The human resources and social security information comprehensive management agency shall establish a security management system for the computer room facilities, hardware and network equipment of the online service system, and establish a sound database backup mechanism and other security strategies. 6.4.3 The online service system shall protect data transmission, ensure user privacy and information security, and comply with the data protection requirements specified in GB/T20271.
6.4.4 The online service system shall be network-securely isolated from the social insurance management information system, and network security equipment shall be set up to ensure access security. 6.4.5 The online service system can verify the environment configuration before providing services, has self-recovery and fault handling capabilities, and can automatically alarm in the event of abnormal situations. When the network security environment changes due to malicious attacks or tampering, the system shall refuse to provide services. 6.5 System Management
6.5.1 The comprehensive management agency for human resources and social security informatization is responsible for the application management of the online service system, and shall ensure the stable operation and daily maintenance of the support system, etc., in accordance with the provisions of GB/T21061 and GB/T30850.1. 6.5.2 Provide basic support for the social insurance online service system, including but not limited to: a)
Portal integration service;
Data management service;
Data exchange service:
Secure identity authentication service:
Basic information management service:
Information processing service:
Electronic archive management service:
Social security card and its electronic social security card management service: Basic information service for social security card holders. 6.5.3 The online service system can be configured with a disaster recovery service mechanism, which should meet the performance requirements corresponding to the needs and provide uninterrupted and stable services.
6.5.4 The comprehensive management agency for human resources and social security informatization should monitor the operation of the online service system in real time, grasp the resource usage of the online service system in real time, and establish an early warning mechanism and an emergency response mechanism. 7 Service quality evaluation and improvement
7.1 Evaluation requirements3Information of the insured person who registers for the online service system, including but not limited to: a)
Name:
Citizen ID number, Hong Kong, Macao and Taiwan Resident Identity Card number, Foreigner Permanent Residence Permit number, passport number, etc.; b)
c) Social Security Number:
iiiKAacJouaKAa
d) Social Security Card Number or Social Security Card Bank Account Number; e) Mobile Phone Number:
User Name and Password.
LD/T01—2020
6.2.4 The human resources and social security information integrated management agency shall sign an online service agreement with the registered users of the online service system. The content of the agreement includes but is not limited to:
Should consciously abide by the laws, regulations, procedures and agreements related to online services; should fill in the registration information truthfully, accurately and completely; should properly keep the registered user name and login password, and bear the consequences of leakage: should agree on the service scope, service period, service risks and legal liabilities; should use online services in a standardized manner and bear all risks arising from irregular use; should protect the registration information and online service privacy and confidential information. The human resources and social security information comprehensive management agency shall establish a registered user management system, whose functions include but are not limited to: 6.2.5
Modification and maintenance of user registration information:
Uniform binding and unbinding of user registration information: Locking and unlocking of user accounts:
Resetting of user login passwords;
User login logs and operation trace records
6.2.6 The human resources and social security information comprehensive management agency shall establish an identity authentication mechanism for participating units and insured persons to log in to the online service system, where identity authentication is not limited to: a
User registration information, password, SMS verification code, identification code, identification picture verification; biometric verification such as face recognition, fingerprint recognition, voiceprint recognition, iris recognition; identity information association identification provided by third-party service platforms; c) Identification of hardware devices such as social security cards, digital certificates of certification agencies, and identity cards; d) Identification of information such as electronic soft certificates and electronic tags; f) Identification of electronic certificates such as electronic ID cards and electronic social security cards. 6.2.7 The human resources and social security information comprehensive management agency shall conduct access management for the certification agencies of social insurance online services. The electronic seals and electronic signatures provided by the certification agencies shall be put into use after the service function acceptance and legal liability certification, and shall be replaced in time when they expire or are abolished.
6.3 Data management
6.3.1 The human resources and social security information comprehensive management agency shall follow the data security management specifications, strengthen the data security management of the online service system, establish a data use permission management system, and prevent unauthorized access. 6.3.2 The social insurance online service system shall keep detailed records of the collection, change and use of business data such as online appointments, online inquiries, and online processing, and realize traceability and traceability management of the entire process. 6.3.3 The human resources and social security information comprehensive management agency shall regularly clean up the data of the online service system, use a combination of system self-inspection and manual proofreading to back up existing data, and improve the operating efficiency of the online service system. 7
LD/T01—2020
iiiKAacJouaKAa
6.3.4 Social insurance agencies may use big data analysis and application technology to conduct data mining on the operation process and results of online services, perceive differentiated service needs, and accurately provide online agency services. 6.4 Security management
6.4.1 The information and network security management of online service systems by the human resources and social security information comprehensive management agency shall comply with the provisions of GB/T20269, GB/T20270, GB/T20271, and GB/T22081, and shall build and operate online service systems in accordance with the requirements of the application system security management specifications and database security management specifications. 6.4.2 The human resources and social security information comprehensive management agency shall establish a security management system for the computer room facilities, hardware and network equipment of the online service system, and establish a sound database backup mechanism and other security strategies. 6.4.3 The online service system shall protect data transmission, ensure user privacy and information security, and comply with the data protection requirements specified in GB/T20271.
6.4.4 The online service system shall be network-securely isolated from the social insurance management information system, and network security equipment shall be set up to ensure access security. 6.4.5 The online service system can verify the environment configuration before providing services, has self-recovery and fault handling capabilities, and can automatically alarm in case of abnormal situations. When the network security environment changes due to malicious attacks or tampering, the system shall refuse to provide services. 6.5 System Management
6.5.1 The comprehensive management agency for human resources and social security informatization is responsible for the application management of the online service system, and shall ensure the stable operation and daily maintenance of the support system, etc., in accordance with the provisions of GB/T21061 and GB/T30850.1. 6.5.2 Provide basic support for the social insurance online service system, including but not limited to: a)
Portal integration service;
Data management service;
Data exchange service:
Secure identity authentication service:
Basic information management service:
Information processing service:
Electronic archive management service:
Social security card and its electronic social security card management service: Basic information service for social security card holders. 6.5.3 The online service system can be configured with a disaster recovery service mechanism, which should meet the performance requirements corresponding to the needs and provide uninterrupted and stable services.
6.5.4 The comprehensive management agency for human resources and social security informatization should monitor the operation of the online service system in real time, grasp the resource usage of the online service system in real time, and establish an early warning mechanism and an emergency response mechanism. 7 Service quality evaluation and improvement
7.1 Evaluation requirements3Information of the insured person who registers for the online service system, including but not limited to: a)
Name:
Citizen ID number, Hong Kong, Macao and Taiwan Resident Identity Card number, Foreigner Permanent Residence Permit number, passport number, etc.; b)
c) Social Security Number:
iiiKAacJouaKAa
d) Social Security Card Number or Social Security Card Bank Account Number; e) Mobile Phone Number:
User Name and Password.
LD/T01—2020
6.2.4 The human resources and social security information integrated management agency shall sign an online service agreement with the registered users of the online service system. The content of the agreement includes but is not limited to:
Should consciously abide by the laws, regulations, procedures and agreements related to online services; should fill in the registration information truthfully, accurately and completely; should properly keep the registered user name and login password, and bear the consequences of leakage: should agree on the service scope, service period, service risks and legal liabilities; should use online services in a standardized manner and bear all risks arising from irregular use; should protect the registration information and online service privacy and confidential information. The human resources and social security information comprehensive management agency shall establish a registered user management system, whose functions include but are not limited to: 6.2.5
Modification and maintenance of user registration information:
Uniform binding and unbinding of user registration information: Locking and unlocking of user accounts:
Resetting of user login passwords;
User login logs and operation trace records
6.2.6 The human resources and social security information comprehensive management agency shall establish an identity authentication mechanism for participating units and insured persons to log in to the online service system, where identity authentication is not limited to: a
User registration information, password, SMS verification code, identification code, identification picture verification; biometric verification such as face recognition, fingerprint recognition, voiceprint recognition, iris recognition; identity information association identification provided by third-party service platforms; c) Identification of hardware devices such as social security cards, digital certificates of certification agencies, and identity cards; d) Identification of information such as electronic soft certificates and electronic tags; f) Identification of electronic certificates such as electronic ID cards and electronic social security cards. 6.2.7 The human resources and social security information comprehensive management agency shall conduct access management for the certification agencies of social insurance online services. The electronic seals and electronic signatures provided by the certification agencies shall be put into use after the service function acceptance and legal liability certification, and shall be replaced in time when they expire or are abolished.
6.3 Data management
6.3.1 The human resources and social security information comprehensive management agency shall follow the data security management specifications, strengthen the data security management of the online service system, establish a data use permission management system, and prevent unauthorized access. 6.3.2 The social insurance online service system shall keep detailed records of the collection, change and use of business data such as online appointments, online inquiries, and online processing, and realize traceability and traceability management of the entire process. 6.3.3 The human resources and social security information comprehensive management agency shall regularly clean up the data of the online service system, use a combination of system self-inspection and manual proofreading to back up existing data, and improve the operating efficiency of the online service system. 7
LD/T01—2020
iiiKAacJouaKAa
6.3.4 Social insurance agencies may use big data analysis and application technology to conduct data mining on the operation process and results of online services, perceive differentiated service needs, and accurately provide online agency services. 6.4 Security management
6.4.1 The information and network security management of online service systems by the human resources and social security information comprehensive management agency shall comply with the provisions of GB/T20269, GB/T20270, GB/T20271, and GB/T22081, and shall build and operate online service systems in accordance with the requirements of the application system security management specifications and database security management specifications. 6.4.2 The human resources and social security information comprehensive management agency shall establish a security management system for the computer room facilities, hardware and network equipment of the online service system, and establish a sound database backup mechanism and other security strategies. 6.4.3 The online service system shall protect data transmission, ensure user privacy and information security, and comply with the data protection requirements specified in GB/T20271.
6.4.4 The online service system shall be network-securely isolated from the social insurance management information system, and network security equipment shall be set up to ensure access security. 6.4.5 The online service system can verify the environment configuration before providing services, has self-recovery and fault handling capabilities, and can automatically alarm in the event of abnormal situations. When the network security environment changes due to malicious attacks or tampering, the system shall refuse to provide services. 6.5 System Management
6.5.1 The comprehensive management agency for human resources and social security informatization is responsible for the application management of the online service system, and shall ensure the stable operation and daily maintenance of the support system, etc., in accordance with the provisions of GB/T21061 and GB/T30850.1. 6.5.2 Provide basic support for the social insurance online service system, including but not limited to: a)
Portal integration service;
Data management service;
Data exchange service:
Secure identity authentication service:
Basic information management service:
Information processing service:
Electronic archive management service:
Social security card and its electronic social security card management service: Basic information service for social security card holders. 6.5.3 The online service system can be configured with a disaster recovery service mechanism, which should meet the performance requirements corresponding to the needs and provide uninterrupted and stable services.
6.5.4 The comprehensive management agency for human resources and social security informatization should monitor the operation of the online service system in real time, grasp the resource usage of the online service system in real time, and establish an early warning mechanism and an emergency response mechanism. 7 Service quality evaluation and improvement
7.1 Evaluation requirements3 The human resources and social security information management agency shall regularly clean up the data of the online service system, use a combination of system self-checking and manual proofreading to back up existing data and improve the operating efficiency of the online service system. 7
LD/T01—2020
iiiKAacJouaKAa
6.3.4 Social insurance agencies may use big data analysis and application technology to conduct data mining on the operation process and results of online services, perceive differentiated service needs, and accurately provide online agency services. 6.4 Security management
6.4.1 The human resources and social security information management agency shall comply with the provisions of GB/T20269, GB/T20270, GB/T20271, and GB/T22081 for the information and network security management of the online service system, and shall build and operate the online service system in accordance with the requirements of the application system security management specifications and database security management specifications. 6.4.2 The human resources and social security information comprehensive management agency shall establish a security management system for the computer room facilities, hardware and network equipment of the online service system, and establish a complete database backup mechanism and other security strategies. 6.4.3 The online service system shall protect data transmission, ensure user privacy and information security, and comply with the data protection requirements specified in GB/T20271.
6.4.4 The online service system shall be isolated from the social insurance management information system network security, and network security equipment shall be set up to ensure access security. 6.4.5 The online service system can verify the environment configuration before providing services, and has self-recovery and fault handling capabilities, and can automatically alarm in case of abnormal situations. When the network security environment changes due to malicious attacks or tampering, the
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