DB43-T 2437.4-2022 知识产权综合服务分中心运行规范 第4部分：服务要求

ICS

03.140CCS

43湖 南 省 地 方 标 准DB43/T

2437.4—2022知识产权综合服务分中心运行规范第部分：服务要求Specification

for

operation

of

intellectual

propertyintegrated

services

sub-center

—Part

4:

Service

requirements2022

-

-

10

发布

2023

-

-

实施湖南省市场监督管理局

发

布DB43/T

2437.4— 前言························································································································

Ⅲ1 ·····················································································································

12 规范性引用文件······································································································13 术语和定义············································································································14 服务人员···············································································································15 服务方式···············································································································26 服务内容···············································································································27服务评价与改进······································································································2DB43/T

2437.4—

1

服务评价与改进的要求。本部分适用于分中心的服务提供和评价。2

规范性引用文件文件。GB/T

32168 政务服务中心网上服务规范GB/T

36113政务服务中心服务投诉处置规范DB43/T

2437.1知识产权综合服务分中心运营规范 第

1

部分：总则3

术语和定义DB43/T

2437.1

界定的术语和定义适用于本文件。4

服务人员4.1 基本要求4.1.1 应根据服务需求配备相适应的服务人员，并具备以下素质：a）

具有良好的工作态度及团队合作精神；b）

具备一定的语言表达能力、文字写作功底和沟通协调技巧；c）

具有一定的计算机操作水平，能使用电脑完成必要的业务操作。4.1.2 应制定岗位工作标准，设定明确的岗位职责、权限、考核等要求。4.1.3 应对当日办理的业务做好登记，服务资料应按要求及时整理归档，保证服务对象信息安全。4.2 着装要求服务人员在工作时间应着正装，并保持平整干净，佩戴工牌。4.3 行为规范4.3.1 应按时到岗，并做好考勤记录和工作准备。4.3.2 仪表仪容整洁端庄、讲究个人卫生。DB43/T

2437.4—4.3.3 接待服务对象应举止大方、文明礼貌、微笑服务。4.3.4 接待服务对象应文明用语，宜使用普通话。5

服务方式5.1 事项服务5.1.1 采用线上和线下的服务方式。5.1.2 线上服务应符合

GB/T

32168

的相关规定。5.1.3 线下服务对象在现场提出事项办理申请，根据不同事项的不同流程进行面对面服务。5.2 咨询与投诉服务5.2.1 分中心宜提供网上咨询服务，由相关服务人员直接负责解答，做到信息定期回复，保证与服务对象沟通流畅。5.2.2 投诉人通过线上、现场、电话等投诉方式进行投诉，服务人员应及时进行处理并做好登记。5.2.3 分中心应及时对收到的投诉进行处理，投诉处置应符合

GB/T

36113

的相关规定。5.3 意见征集征集服务响应时间。6

服务内容6.1 知识产权信息服务核和办理指导。6.2 知识产权申请和管理服务权质押登记办理等服务。6.3 知识产权维权援助件援助等服务。6.4 其他知识产权服务包括政策宣传、知识产权培训、知识产权中介服务机构信息提供等。7

服务评价与改进7.1 服务评价DB43/T

2437.4—7.1.1 分中心应建立服务质量评价机制，定期开展自评或委托第三方开展评价工作，并出具服务评价报告。7.1.2 评价内容应包括服务态度、服务质量、服务效率、服务环境等。7.1.3 调查问卷、短信评价、