各县、区人民政府，各管理区、开发区，市政府各部门：
为深入推进信阳市政务服务标准化、规范化、便利化建设，加快建成标准统一、运行高效、上下联动、服务一体的全方位政务服务标准化体系，根据《国务院关于加快推进政务服务标准化规范化便利化的指导意见》（国发〔2022〕5号）精神，结合信阳实际，制定本实施意见。
一、总体要求
（一）指导思想
以习近平新时代中国特色社会主义思想为指导，坚持以人民为中心的发展思想，以解决企业群众反映最强烈、愿望最迫切的突出问题为出发点，以行政审批改革为切入点，以最大限度精简审批事项、优化职能配置、重塑办事流程、融通数据支撑为重点，持续深化“放管服效”改革优化营商环境，推进政务服务运行标准化、服务供给规范化、企业和群众办事便利化，实现“在政务上提速，在便民上提效，在利企上提质”目标，走出信阳革命老区政务服务高质量发展的特色之路，为落实“1335”工作布局、全力塑造“美好生活看信阳”品牌提供更加有力的政务服务环境保障。
（二）基本原则
坚持党的领导。把党的领导贯穿优化政务服务的全过程和各方面，以大力开展“能力作风建设年”活动为契机，深入贯彻党中央国务院和省委省政府关于优化政务服务的决策部署，不断提升政务服务标准化、规范化、便利化水平。
坚持为民宗旨。牢记“两个更好”殷殷嘱托，厚植以人民为中心的发展思想，聚焦企业和群众反映强烈的办事堵点难点问题，积极推进政务服务改革创新，解决好群众的操心事、烦心事、揪心事，提升群众获得感、幸福感、安全感。
坚持系统观念。加强整体谋划，一体推进政务服务标准化、规范化、便利化建设，整合线上线下政务服务资源，均衡协调发展，推动政务服务与事前事中事后监管有机衔接，形成分级负责、协同联动、运行高效、权责清晰的政务服务体系。
坚持普惠可及。坚持传统服务方式与智能化服务创新并行，拓宽线上线下多样化办事服务渠道，为老年人、残疾人等特殊群体和边远基层群众提供多元化、个性化、贴心暖心的高质量服务，保障不同群体的多样化需求。
（三）工作目标
2022年底前，市县乡村四级政务服务能力和水平显著提升，推动政务服务向基层延伸，开展“一枚印章管审批”试点，“一窗受理、受审分离”改革在各级政务大厅100%全覆盖，打造“基层政务服务标杆”；对标全国全省先进，完成政务服务平台的升级改造，开发信阳政务服务品牌“信服办”APP，不断增强“一网通办”服务能力；“跨省通办”合作城市突破30个，企业和群众经常办理的政务服务事项实现“跨省通办”；全面拓展“一件事一次办”，落地实施事项总数达150件，高频政务服务事项实现全市无差别受理、同标准办理，“区块链+政务服务”实现20个场景运用；持续强化监督评价，深化信阳市企业码服务平台和“免申即享”平台应用，全面推行“有诉即办”。2025年底前，政务服务标准化、规范化、便利化水平大幅度提升，集约化办事、智慧化服务实现新的突破，政务服务线上线下深度融合、协调发展，方便快捷、公平普惠、优质高效的政务服务体系全面建成。
二、推进政务服务标准化
（一）推进政务服务事项标准化
1．明确政务服务事项范围。政务服务事项包括依申请办理的行政权力事项和公共服务事项。涉及的行政权力事项包括行政许可、行政确认、行政裁决、行政给付、行政奖励、行政备案及其他行政权力事项。公共教育、劳动就业、社会保险、医疗卫生、养老服务、社会服务、住房保障、文化体育、残疾人服务等领域依申请办理的公共服务事项全部纳入政务服务事项范围。
2．建立政务服务事项基本目录审核制度。根据国家和省政务服务事项基本目录和本地实际，明确应承接的事项，全面梳理依法依规自行设立的事项，修订完善本地区政务服务事项基本目录。
3．建立健全政务服务事项动态管理机制。行业主管部门要根据业务变化和实施情况及时向本级政务服务管理机构提出调整政务服务事项基本目录或实施清单的申请，政务服务管理机构负责政务服务事项基本目录、实施清单的审核发布。依法确认国务院和省公布的行政许可事项清单，梳理我市地方性法规、省政府规章设定的行政许可事项，编制发布全市行政许可事项清单。基于省政务服务事项库，汇聚政务服务事项基本目录和实施清单，实现政务服务事项数据同源、动态更新、联动管理。推动实现市场准入负面清单、投资审批管理事项清单、工程建设项目审批事项清单等与政务服务事项基本目录的同类事项名称、类型等要素一致。
（二）推进政务服务事项实施清单标准化
4．加快政务服务事项实施清单编制。制定行政许可实施规范和政务服务事项实施清单，推行“三级三十二同”，持续提升办事指南的准确性、详实性和易用性，推动同一个政务服务事项在全市同要素管理、无差别受理、同标准办理。统筹制定政务服务事项“跨省通办”全程网办、异地代收代办、多地联办的流程规则，明确收件地和办理地的权责划分、业务流转程序等内容。
5．清查整治清单之外审批行为。对清单之外无法定依据实施审批、“隐性审批”、变相审批，以及随意增加许可条件、申请材料、中介服务、审批环节、收费、数量限制等行为进行专项清理，推进严格按照清单实施审批，实现“清单之外无事项、流程之外无环节、指南之外无材料”。
（三）实施监管事项标准化
6．建立监管事项目录清单管理制度。对照行政许可事项清单，逐项明确对应的监管事项，编制监管事项目录清单，纳入“互联网+监管”系统统一管理和动态调整，推进监管事项与行政执法事项融合，实行“监管事项进清单、清单之外无监管”。按照系统条线，统一监管事项各要素内容，推动全市监管“一个样”。
三、推进政务服务规范化
（一）规范审批服务
7．规范审批服务行为。推进政务服务事项依法依规办理，严格按照政务服务事项实施清单提供办事服务，不得额外增加或变相增加办理环节和申请材料。严格执行首问负责、一次性告知和限时办结等制度。推进“服务外包、受审分离”改革，规范前台受理，优化前置服务，加强政务服务事项申报辅导和受理审批环节的监管。
8．规范行政审批特殊环节。对现场踏勘、技术审查、专家评审、公示、听证、招标、拍卖、检验、检测、检疫、鉴定等行政审批特殊环节进行清理，凡没有法律、法规、规章依据的，一律予以取消。对清理后保留的特殊环节，实施清单化管理，建立健全限时办结机制并向社会公布。
9．推进相对集中行政许可权改革和“一枚印章管审批”。巩固深化市、县（区）行政审批服务“三集中三到位”改革成果，探索相对集中行政许可权改革，将有关部门行政审批事项对应的行政审批职权相对集中到一个部门行使，并统一使用一枚行政审批专用章开展行政审批活动。
10．规范审批监管协同。健全审管衔接机制，打通审批和监管业务系统，实现审批数据、监管数据互联互通。依托数据共享交换平台，按照“谁审批、谁监管，谁主管、谁监管”原则，明确审批部门和行业主管部门的监管职责和边界，加强协同配合，建立政务服务事项办理信息和行政检查、行政处罚等监管信息相互推送、公示、接收、处理的标准化流程，形成事前事中事后一体化监管能力。
11．规范中介服务。各级各部门要进一步清理本部门政务服务领域中介服务事项，对确需保留的强制性中介服务事项，形成清单管理并向社会公布，现有或已取消的行政审批事项，一律不得转为中介服务。加强中介服务规范管理，明确各县区、各中介服务事项主管部门任务，吸引中介服务企业入驻中介超市。完善网上中介服务超市建设，推动中介服务机构公开服务指南，明确服务条件、流程、时限和收费标准等要素。加强中介服务监管，建立信用监管与惩戒淘汰相结合的机制，各部门不得强制企业选择特定中介服务机构。
（二）规范政务服务场所办事服务
12．规范政务服务场所设立。加强综合性政务服务大厅标准化建设，推动政务服务大厅硬件、软件从“有用”向“好用”转变。要统一政务服务形象标识，优化空间布局，合理规划、完善政务服务场所内区域设置、窗口配置、消防、公示屏等办公设施和便民设施设备配置。乡镇（街道）建设统一标准的服务大厅，统一标识、场地等。按照“应进则进、能进则进”的原则，将就业和社会保障、医疗保障、不动产登记、社会救助、户籍管理、乡村建设、危(旧)房改造、古村(屋)修缮、改水改厕、水电气、市场主体登记、退役军人服务等涉及企业、群众的审批、服务项目全部进入行政审批服务中心，实现“一站式服务”“一门式办理”。进一步完善适应企业和群众实际的办事指南和工作规程，精简程序、缩短时限。对村(社区)便民服务站进行完善提升，根据需要设立综合窗口，整合金融服务、“快递进村”等功能，健全服务代办机制，满足“政务服务就近办”的需要。
13．加强政务服务人员管理考核。选派政治素质高、业务能力强、服务意识好的人员进驻各级政务服务大厅。做好“三集中三到位”改革后半篇文章，推动审批、服务人员精简优化整合高效，将政务服务大厅作为锤炼优秀年轻干部服务企业、服务群众、服务基层的重要平台。加强入驻单位和人员考核，实行月考核、季排名，对季排名前三名的进行通报表彰，对后三名的引入竞争清退机制。
14．规范政务服务窗口业务办理。进驻的政务服务事项必须在政务服务中心实质运行，严禁“明进暗不进”。全面推行“一窗受理、受审分离”改革，探索“全科无差别”综合窗口等。建立部门业务综合授权的“首席代表”制度，部门政务服务事项向首席代表充分授权，代表部门在政务服务中心履行政务服务事项审批管理协调职责。推行“收件即受理，受理即办理”，推动更多政务服务事项当场办理、简单事项即时办结。
（三）规范网上办事服务
15．深化“一网通办”。依托一体化政务服务平台，实现“一次注册、多点互认、全网通行”。丰富豫事办信阳分厅服务功能，建设信阳政务APP，推动重点领域业务部门政务应用向信阳政务APP移动端延伸，解决政务服务移动应用程序数量多、重复注册的问题，进一步完善网上办事引导功能，提供更加简明易懂实用的办事指南和网上办事操作说明，创新在线导办帮办、智能客服等方式，实现“一看就能懂、一点就能办”。
16．推进“全程网办”。加大办事环节精简和流程再造力度，推动数据共享、证照互认，扩大个性化表格、电子签章、人脸识别、电子签名等应用，提升政务服务事项网上办理深度，提供申请受理、审查决定、结果送达等全流程、全环节网上服务，推动更多适合网上办理事项由网上可办向全程网办、好办易办转变。
17．推广“数字适老”。提升信阳市政务服务网无障碍服务功能，为老年人、残疾人等特殊群体提供便利的数字化服务。开通老年人无码（健康码、行程码）通行智能服务，推进健康码与身份证、社保卡、老年卡、市民卡等互相关联，逐步实现“刷卡”或者“刷脸”通行。推动社会保险待遇资格认证、津贴补贴领取等事项，全面实行网上老年人办事家属代为认证、远程认证、代为办理等服务措施，切实解决老年人运用智能技术困难、不便现场办理等问题。
（四）规范政务服务线上线下融合发展
18．规范政务服务办理方式。线上线下并行提供服务，满足企业和群众的多样化办事需求。对已实现线上办理的政务服务事项，要同步提供线下窗口办事服务，由企业和群众自主选择办理渠道。申请人在线下办理业务时，不得强制要求其先到线上预约或在线提交申请材料。已在线收取申请材料或通过部门间共享能获取规范化电子材料的，不得要求申请人重复提交纸质材料。
19．合理配置政务服务资源。协同推动智慧政务服务大厅与政务服务平台建设，合理配置线下政务服务大厅硬件服务设施，提升无声叫号、自助办理、政务地图等综合服务能力，与线上政务服务平台互联互通、优势互补，为企业和群众提供线上线下融合发展的政务服务。推进政务服务事项、办事指南等线上线下服务渠道同源发布、同步更新，做到线上线下无差别受理、同标准办理。
（五）规范开展政务服务评估评价
20．全面推进政务服务“好差评”工作。各级政务服务部门实现业务系统与河南省政务服务“好差评”系统应接尽接，确保评价渠道畅通，实现网上服务“一事一评”，现场服务“一次一评”，社会各界“综合点评”，政府部门“监督查评”。坚持评价人自主自愿评价原则，按照“谁办理、谁负责”，加强实名差评回访整改。建立健全政务服务督查考核机制，将政务服务工作纳入本地区政府年度绩效考核范围。定期公开政务服务“好差评”评价信息，及时回应社会关切。
21．建立服务体验工作机制。邀请企业群众、行业专家、人大代表、政协委员、第三方机构担任政务服务“体验官”，建立常态化体验机制，围绕实体政务大厅硬件环境、便民设施、服务质量、办事流程等方面进行体验，形成“体验评价－归纳总结－问题整改－回访反馈”的全流程闭环工作机制，促进政务服务水平不断提升。
22．大力推行“有诉即办”。各级政务大厅整合现有咨询投诉平台，设立有诉即办窗口或者“业务办不成 局长现场办”反映窗口，确保“有诉即接、有诉即应、有诉必办、有诉即办”。窗口实行首问负责制，对所有企业群众反映事项按照申请受理、办理、跟踪回访、统一归档的工作流程闭环管理。完善六位一体“你呼我应”投诉监督机制，促进各种投诉问题及时解决。
23．推进12345热线“一号服务”。深化市政务服务便民热线归并工作，实行话务即时互转、系统互联，实现12345政务服务便民热线“一个号码”对外、“7×24小时”全天候人工服务。建立企业和群众诉求集中受理、分类处置、分级负责、归口办理、及时反馈、强力督办的闭环工作机制。推动实现12345热线与110平台互联互通、数据资源共享、话务一键互转。
四、推进政务服务便利化
（一）推进政务服务事项集成化办理
24．持续推行“一件事一次办”。统筹建好市县两级“一件事一次办”平台，围绕公安、市场监管、教育、医疗、住房、社保、民政、交通等重点领域，着重从“企业全生命周期一件事”“自然人生命周期一件事”方面，按照“一次告知、一表申请、一套材料、一窗（端）受理、一网办理”的要求，优化业务流程，通过系统对接整合和数据共享，减少办事环节、精简申请材料、压缩办理时限；推动企业开办和投资项目建设极简审批，实现更多关联性强、办件量大、企业和群众获得感强的跨部门、跨层级政务服务事项集成化办理。
（二）探索“免证办”服务
25．深化电子证照和电子签名应用。持续优化电子证照制发模式，实现电子证照与实体证照同步颁发或代替实体证照颁发。加快电子证照全量汇聚、按需共享，扩大应用范围，推动区块链技术应用，打通数据壁垒，充实区块链上链数据种类，积极拓展区块链在政务服务领域的应用场景，提高数据共享应用便利度，保障数据安全。统一建设电子印章和电子签名系统，提供技术对接服务接口，实现电子签名申请、应用、验证、注销和电子印章制发、验证等功能。梳理电子证照、电子材料、电子印章、电子签名应用清单，以生育登记、就业创业、社会保障卡申领、不动产登记等个人高频政务服务事项和企业登记、经营、投资、工程建设等企业高频政务服务事项为重点，推进群众和企业办事“证照、材料可免尽免”。
（三）推动更多政务服务事项“就近办”
26．推进政务服务向基层延伸。突出重心下移、事权下放、服务下沉、就近可办，以乡村两级“可受理、能出件”为工作目标，聚焦公共教育、劳动就业、社会保险、医疗卫生、养老服务、社会服务、户籍管理等领域群众经常办理且基层能有效承接的政务服务事项，通过直接赋权、委托放权、服务前移等方式，探索开展乡级政务服务“一枚印章管审批”改革工作，增强乡村便民服务机构事项办理承接能力和帮办代办能力。
27．推行政务服务“自助办”。推广24小时自助服务，实现乡镇（街道）政务服务自助设备全覆盖；深化和银行、邮政等机构合作，推动集成式自助终端向村（社区）、园区、商场、楼宇和银行、邮政、电信网点等场所延伸，鼓励当地整合公安、税务、社会保障、医疗保障等自助服务功能，推动更多事项全程自助办理。
（四）推动更多政务服务事项网上办、掌上办
28．推行政务服务“网上办，掌上办”。按照“应上尽上”的原则，除涉及国家秘密等情形外，推动政务服务事项全部纳入政务服务平台管理和运行，加快实现“一网通办”。加快信阳政务APP移动端建设，推动企业和群众经常办理的政务服务事项掌上办、指尖办。推进身份证电子证照、电子社保卡、电子驾驶证、电子营业执照、不动产证等高频电子证照以及疫情防控相关数据在信阳APP移动端汇聚，与豫事办APP和政务服务平台移动端互联互通，并在政务服务领域和日常生活中应用。
（五）推行告知承诺制和容缺受理服务模式
29．全面推行“告知承诺、容缺受理”制度。在涉企经营许可、证明事项、投资建设等领域，按照最大限度利企便民原则梳理可采取告知承诺制方式的政务服务事项，明确承诺的具体内容、要求以及违反承诺应承担的法律责任，细化办事承诺方式和承诺事项监管细则，推动实现“办照即经营”“承诺即开工”“承诺即换证”。依法依规编制并公布可容缺受理的政务服务事项清单，明确事项名称、主要申请材料和可容缺受理的材料，完善容缺受理服务机制。
（六）提升智慧化精准化个性化服务水平
30．对弱势群体及特定人群提供定制化服务。依托数据共享交换平台，提前获取高龄老人、残障人士等可能需要办理的事项，采取“电话预约－事项确认－上门服务”方式，为弱势群体主动提供服务。对外出返乡人员、创业大学生等特定人群，可在春节、毕业季等办理业务高频时段，根据实际需要开设个性化服务专区或专窗，为服务对象提供“绿色通道”。
31．创新开展智慧化精准化个性化服务。依托一体化政务服务平台，建设企业和个人专属服务空间，形成企业、个人专属档案，不断完善提升企业码服务平台和“免申即享”服务平台功能，实现惠企、惠民、人才、招商、金融等政策免申即享，提供政策咨询、需求服务、中介超市、解决问题、部门评价、意见建议、举报投诉等多方位服务。充分运用大数据、人工智能、物联网等新技术，扩大“免申即享”、政务服务地图、智能审批等政务服务应用范围。
（七）全面开展帮办代办服务
32．打造“红帮帮”“绿通通”帮办代办服务品牌。建立“红色店小二”帮办代办服务队伍，公布与群众生活息息相关的高频事项清单，对有需求的群众提供咨询、辅导、帮办、代办等“一对一”服务；探索深度帮办代办模式，靠前服务，设立预审专区，开展业务办理前材料预审；扩大“绿色通道”服务范围，为企业、法人提供准入许可、经营运行等指南服务。推出“红帮帮”“绿通通”卡通人物形象代言，用通俗易懂的语言详细描述、解释各项要求及材料，帮助群众理解办事信息。
五、工作要求
（一）加强组织领导。各级各部门要牢固树立大局意识，压实工作责任，强化经费、人员、场地、信息化保障。市政务服务和大数据管理局负责全市政务服务工作的顶层设计、统筹推进、监督检查，组织建立健全政务服务责任和标准体系，完善政务数据共享协调机制，指导、协调和督促各地区各部门提供优质、规范、高效的政务服务。市直各部门要紧盯工作任务，定人员、定任务、定时间、定要求，杜绝出现工作落实不力、不按要求推进工作、未按时限完成任务等情况。各县（区）人民政府、各管理区（开发区）对本地区政务服务工作负主要责任，确保政务服务有关重点难点问题及时解决。
（二）加强政务服务体系建设。各县（区）人民政府、各管理区（开发区）要建立健全政务服务体系，加强政务服务中心、便民服务中心（站）、政务服务平台和政务服务便民热线建设运行管理，组织推进政务服务事项梳理、政务数据共享、标准实施、人员管理培训、日常考核、指导监督等工作，大力整合现有资源，统筹做好人员、场所、设备设施和经费保障工作。
（三）加强人员队伍建设。深化“一窗受理、受审分离”改革，健全完善和督促落实相关服务标准，实行企业化管理，推动各级政务大厅服务流程重塑、管理运行模式重构。健全培训管理制度，提升工作人员服务意识、业务能力和办事效率。
（四）加强平台支撑。优化提升一体化政务服务平台和“豫事办”功能，加快建设“一库聚数，一站赋能，一体共用”的市大数据中心，建立健全政务数据共享协调机制，推进各地各部门业务系统与一体化政务服务平台深度对接，推动数据精准高效共享。强化政务服务和数据共享利用中的个人隐私、商业秘密保护，确保政务网络和数据安全。
（五）加强网络数据安全保障。强化各级政务服务平台安全保障系统建设，落实安全管理主体责任，分级做好政务服务平台建设运营和网络数据安全保障工作，定期组织开展各类系统平台、机房、网络安全隐患排查和攻防演练，构建全方位、多层次、一致性的安全防护体系。加强政务数据全生命周期安全防护，完善数据安全管理制度体系，加强数据权限管理，完善数据权限审批流程，提升数据安全防护能力。
（六）加强先进典型宣传推广。各级各部门要加强政策宣传，对政务服务标准化、规范化、便利化建设工作的典型经验做法和成效成果进行归纳总结，通过电视广播、政府网站、政务新媒体、政务服务平台等方式进行全方位宣传推广，营造“人人关心政务服务、人人参与政务服务”的浓厚氛围。
Implementation Opinions of Xinyang Municipal People's Government on Accelerating the Standardization, Standardization and Facilitation of Government Affairs Service (Trial)
To the people's governments of various counties and districts, as well as to the management and development zones, and various departments of the municipal government:
In order to further promote the standardization, normalization and facilitation of government services in Xinyang City, and accelerate the establishment of a comprehensive government service standardization system with unified standards, efficient operation, linkage from top to bottom, and integrated services, the Implementation Opinions are formulated in accordance with the spirit of the Guiding Opinions of the State Council on Accelerating the Standardization, Standardization and Facilitation of Government Services (GF [2022] No. 5) and in combination with the actual situation of Xinyang City.
1、 Overall requirements
（1） Guiding ideology
Promote the standardization of government service operation, standardization of service supply, and facilitation of business and public affairs, achieve the goal of "accelerating government affairs, improving efficiency for the convenience of the people, and improving quality for the benefit of enterprises", and embark on a characteristic path of high-quality development of government services in the Xinyang Revolutionary Old Area. This provides a more powerful government service environment guarantee for implementing the "1335" work layout and fully shaping the "Xinyang for a better life" brand.
（2） Basic principles
Adhere to the leadership of the Party. Integrating the leadership of the Party throughout the entire process and all aspects of optimizing government services, taking the opportunity of vigorously carrying out the "Year of Ability and Style Construction" activity, we will deeply implement the decisions and deployments of the Party Central Committee, the State Council, and the Provincial Party Committee and Provincial Government on optimizing government services, and continuously improve the standardization, standardization, and convenience level of government services.
Adhere to the principle of serving the people. Keeping in mind the earnest instructions of "two better", deeply cultivating the development concept of putting the people at the center, focusing on the difficult and difficult issues that are strongly reflected by enterprises and the masses, actively promoting the reform and innovation of government services, solving the worries, troubles, and anxieties of the masses, and enhancing their sense of gain, happiness, and security.
Adhere to a systematic concept. Strengthen overall planning, promote the standardization, standardization, and convenience construction of government services, integrate online and offline government service resources, balance and coordinate development, promote the organic connection between government services and pre, pre, mid, and post supervision, and form a government service system with hierarchical responsibility, collaborative linkage, efficient operation, and clear rights and responsibilities.
Adhere to inclusive access. Adhere to the parallel operation of traditional service methods and intelligent service innovation, expand diversified online and offline service channels, provide diversified, personalized, caring and high-quality services for special groups such as the elderly and disabled, as well as remote grassroots people, and ensure the diverse needs of different groups.
（3） Work Objectives
By the end of 2022, the capacity and level of government services at the four levels of city, county, and rural areas will be significantly improved, promoting the extension of government services to the grassroots level. Pilot projects will be carried out to "manage approval with one seal", and the reform of "separating acceptance and review through one window" will fully cover all levels of government halls, creating a "benchmark for grassroots government services"; Benchmarking CompleteAdvanced in the province, complete the upgrade and transformation of the government service platform, develop the Xinyang government service brand "Xin Fu Ban" APP, and continuously enhance the "One Network Connection Ban" service capability; More than 30 cooperative cities have been established for cross provincial cooperation, and government service matters frequently handled by enterprises and the public have achieved cross provincial cooperation; Comprehensively expanding the "one thing, one handling" approach, with a total of 150 implemented projects. High frequency government service projects have been accepted without discrimination and handled with the same standard throughout the city, and the "blockchain+government services" have been applied in 20 scenarios; Continue to strengthen supervision and evaluation, deepen the application of Xinyang enterprise code service platform and "free application and instant access" platform, and comprehensively implement "action upon complaint". By the end of 2025, the standardization, standardization, and convenience level of government services will be significantly improved, and new breakthroughs will be made in intensive and intelligent services. The online and offline integration and coordinated development of government services will be deeply integrated, and a convenient, fast, fair, and efficient government service system will be fully established.
2、 Promote the standardization of government services
（1） Promote the standardization of government service matters
1. Clarify the scope of government service matters. Government service matters include administrative power matters and public service matters handled according to the application. The administrative power matters involved include administrative licensing, administrative confirmation, administrative rulings, administrative payments, administrative rewards, administrative filing, and other administrative power matters. All public service matters in the fields of public education, employment, social insurance, healthcare, elderly care services, social services, housing security, cultural and sports, and disability services that are handled according to the application are included in the scope of government service matters.
2. Establish a basic directory review system for government service matters. Based on the basic directory of national and provincial government service matters and local realities, clarify the tasks that should be undertaken, comprehensively sort out the matters that are established according to law and regulations, and revise and improve the basic directory of local government service matters.
3. Establish and improve a dynamic management mechanism for government service matters. The industry regulatory department shall timely submit an application to the local government service management agency for adjusting the basic directory or implementation list of government service matters based on business changes and implementation situations. The government service management agency is responsible for reviewing and releasing the basic directory and implementation list of government service matters. Confirm the list of administrative licensing matters announced by the State Council and the province in accordance with the law, sort out the administrative licensing matters set by local regulations and provincial government rules in our city, and prepare and publish a list of administrative licensing matters throughout the city. Based on the provincial government service item database, gather the basic directory and implementation list of government service items, and achieve data homology, dynamic update, and linkage management of government service items. Promote the implementation of a negative list of market access, a list of investment approval management matters, a list of engineering construction project approval matters, and other elements that are consistent with the names and types of similar matters in the basic directory of government service matters.
（2） Promote the standardization of the implementation checklist for government service matters
4. Accelerate the compilation of the implementation checklist for government service matters. Develop implementation standards for administrative licensing and a list of government service matters, promote the "three levels and thirty-two sameness" policy, continuously improve the accuracy, detail, and ease of use of service guidelines, and promote the same government service matter to be managed, accepted without distinction, and handled with the same standard in the city. Coordinate the formulation of government service matters through cross provincial communicationThe process rules for collection and handling, as well as multi regional joint handling, clarify the division of rights and responsibilities between the receiving and processing locations, as well as the business flow procedures.
5. Check and rectify the approval behavior beyond the list. We will carry out a special cleaning up on actions such as implementing approval, "implicit approval," disguised approval, and arbitrarily adding license conditions, application materials, intermediary services, approval processes, fees, and quantity restrictions that cannot be determined based on the list. We will promote strict implementation of approval according to the list, achieving "no items outside the list, no links outside the process, and no materials outside the guidelines".
（3） Implement standardization of regulatory matters
6. Establish a directory and list management system for regulatory matters. According to the list of administrative licensing items, the corresponding regulatory items are clarified item by item, and the list of regulatory items is compiled. It is included in the "Internet plus+Regulation" system for unified management and dynamic adjustment, to promote the integration of regulatory items and administrative law enforcement items, and to implement "regulatory items on the list, no supervision outside the list". According to the system line, unify the content of various elements of regulatory matters, and promote the "one sample" regulation throughout the city.
3、 Promote the standardization of government services
（1） Standardize approval services
7. Standardize approval service behavior. Promote the handling of government service matters in accordance with laws and regulations, strictly provide administrative services in accordance with the implementation list of government service matters, and shall not add additional or disguised processing links and application materials. Strictly implement the system of first inquiry responsibility, one-time notification, and limited time completion. Promote the reform of "service outsourcing and separation of review", standardize front-end acceptance, optimize front-end services, and strengthen the supervision of the application and approval process for government service matters.
8. Standardize special administrative approval processes. Clean up special administrative approval processes such as on-site inspection, technical review, expert evaluation, public announcement, hearing, bidding, auction, inspection, testing, quarantine, appraisal, etc. If there is no legal, regulatory, or regulatory basis, they will be cancelled. Implement inventory management for special links that are retained after cleaning, establish and improve a time limited completion mechanism, and disclose it to the public.
9. Promote the reform of relatively centralized administrative licensing power and the "one seal management approval". Consolidate and deepen the reform achievements of the "three centralized and three in place" administrative approval services at the city and county (district) levels, explore the reform of relatively centralized administrative licensing rights, relatively centralize the administrative approval powers corresponding to administrative approval matters of relevant departments to one department, and uniformly use a special administrative approval seal to carry out administrative approval activities.
10. Standardize the coordination of approval and supervision. Improve the linkage mechanism between review and management, connect the approval and regulatory business systems, and achieve interconnection and exchange of approval and regulatory data. Relying on the data sharing and exchange platform, in accordance with the principle of "who approves, who supervises, who supervises, and who supervises", clarify the regulatory responsibilities and boundaries of the approval department and industry regulatory departments, strengthen collaboration and cooperation, establish a standardized process for pushing, publicizing, receiving, and processing information on government service matters, administrative inspections, administrative penalties, and other regulatory information, and form an integrated regulatory capacity before, during, and after the event.
11. Standardize intermediary services. All levels and departments should further clean up their own intermediary service matters in the field of government services. For mandatory intermediary service matters that need to be retained, a list should be formed for management and announced to the public. Existing or cancelled administrative approval matters should not be transferredStandardize the management of intermediary services, clarify the tasks of each county, district, and department in charge of intermediary services, and attract intermediary service enterprises to settle in intermediary supermarkets. Improve the construction of online intermediary service supermarkets, promote the disclosure of service guidelines by intermediary service institutions, and clarify service conditions, processes, time limits, and fee standards. Strengthen the supervision of intermediary services, establish a mechanism that combines credit supervision with disciplinary elimination, and all departments shall not force enterprises to choose specific intermediary service institutions.
（2） Standardize government service venues for handling affairs and services
12. Standardize the establishment of government service venues. Strengthen the standardization construction of comprehensive government service halls, and promote the transformation of hardware and software in government service halls from "useful" to "user-friendly". We need to unify the image and identification of government services, optimize spatial layout, reasonably plan and improve the area setting, window configuration, fire protection, public display screens, and other office facilities and convenience equipment configuration in government service venues. Construct standardized service halls, unified signage, venues, etc. in townships (streets). In accordance with the principle of "access is what you need, access is what you can", all the approval and service projects involving enterprises and the masses, such as employment and social security, medical security, real estate registration, social assistance, registered residence management, rural construction, renovation of dangerous (old) houses, renovation of ancient villages (houses), water and toilet improvement, water and electricity, registration of market entities, and services for retired soldiers, will be entered into the administrative approval service center, Implement "one-stop service" and "one-stop processing". Further improve the guidelines and work procedures that adapt to the actual needs of enterprises and the public, streamline procedures, and shorten time limits. Improve and enhance village (community) convenience service stations, establish comprehensive windows as needed, integrate financial services, "express delivery into the village" and other functions, improve the service agency mechanism, and meet the needs of "government services handled nearby".
13. Strengthen the management and assessment of government service personnel. Select personnel with high political quality, strong business ability, and good service awareness to settle in government service halls at all levels. Do a good job in the second half of the reform of "three centralized and three in place", promote the streamlining, optimization, integration, and efficiency of approval and service personnel, and use the government service hall as an important platform for cultivating excellent young cadres to serve enterprises, the masses, and the grassroots. Strengthen the assessment of stationed units and personnel, implement monthly assessment and quarterly ranking, notify and commend the top three in the quarterly ranking, and introduce a competitive clearance mechanism for the bottom three.
14. Standardize the handling of government service window business. The government service matters to be settled must be effectively operated in the government service center, and it is strictly prohibited to "enter openly without entering". Comprehensively implement the reform of "one window acceptance and separation of trial", and explore the comprehensive window of "no discrimination in all subjects". Establish a "Chief Representative" system for comprehensive authorization of departmental business, fully authorizing departmental government service matters to the Chief Representative, and representing the department to fulfill the responsibilities of approval, management, and coordination of government service matters in the government service center. Promote the principle of "accepting documents as soon as they are received, and handling them as soon as they are accepted", and promote the timely handling of more government service matters on the spot and simple matters.
（3） Standardize online service
15. Deepen the "One Network Connection". Relying on an integrated government service platform, achieving "one-time registration, multi-point mutual recognition, and full network access". Enrich the service functions of the Xinyang Branch of the Henan Affairs Office and build Xinyang government affairsAPP, promote the extension of government applications in key business departments to the mobile end of Xinyang Government APP, solve the problem of a large number of government service mobile applications and duplicate registration, further improve the online service guidance function, provide more concise and practical service guides and online operation instructions, innovate online guidance and assistance, intelligent customer service, and other methods, and achieve "one can understand at a glance, one can do at a click".
16. Promote the "full process online management". Efforts will be made to streamline and reengineer administrative processes, promote data sharing and mutual recognition of certificates and licenses, expand personalized forms, electronic signatures, facial recognition, electronic signatures, and other applications, enhance the depth of online processing of government service matters, provide full process and all link online services such as application acceptance, review decisions, and result delivery, and promote the transformation of more suitable online transactions from being online to being fully online and easy to handle.
17. Promote "digital aging". Improve the barrier free service function of Xinyang government service network, and provide convenient digital services for the elderly, the disabled and other special groups. Open smart services for the elderly without code (Health Code, trip code), promote the correlation between Health Code and ID card, social security card, elderly card, citizen card, etc., and gradually realize "swipe card" or "swipe face" access. We will promote the qualification certification of social insurance benefits and the collection of allowances and subsidies, and comprehensively implement service measures such as online family authentication, remote authentication, and agency processing for elderly people. This will effectively solve the problems of elderly people's difficulty in using intelligent technology and inconvenience in on-site processing.
（4） Standardize the integrated development of online and offline government services
18. Standardize the handling methods of government services. Provide services both online and offline to meet the diverse needs of enterprises and the public. For government service matters that have already been processed online, offline window services should be provided simultaneously, and the channels for processing should be chosen independently by enterprises and the public. When applying for offline business, applicants shall not be forced to make an appointment online or submit application materials online first. Applicants who have collected application materials online or obtained standardized electronic materials through inter departmental sharing are not required to submit paper materials repeatedly.
19. Reasonably allocate government service resources. Collaborate to promote the construction of smart government service halls and government service platforms, reasonably configure hardware service facilities for offline government service halls, enhance comprehensive service capabilities such as silent calling, self-service, and government maps, and connect with online government service platforms to complement each other's advantages, providing online and offline integrated development of government services for enterprises and the public. Promote the simultaneous release and update of online and offline service channels, such as government service matters and guidelines, to ensure that both online and offline services are accepted without distinction and handled according to the same standards.
（5） Standardize the evaluation and evaluation of government services
20. Comprehensively promote the "good and bad evaluation" work of government services. The business system of government service departments at all levels should be fully integrated with the "good and bad evaluation" system of government services in Henan Province, ensuring smooth evaluation channels, achieving online services with "one evaluation for one matter", on-site services with "one evaluation for one time", comprehensive evaluation from all sectors of society, and "supervision and inspection" by government departments. Adhere to the principle of independent and voluntary evaluation by evaluators, and strengthen the rectification of real name negative evaluations based on the principle of "who handles, who is responsible". Establish and improve government service supervisionThe work is included in the annual performance evaluation scope of the local government. Regularly publicize the evaluation information of "good and bad reviews" of government services, and respond to social concerns in a timely manner.
21. Establish a service experience work mechanism. Invite enterprise masses, industry experts, deputies to the National People's Congress, members of the CPPCC, and third-party organizations to serve as "experience officers" of government services, establish a normalized experience mechanism, and experience around the hardware environment, convenient facilities, service quality, business processes, etc. of the entity government hall, forming a full process closed-loop working mechanism of "experience evaluation - summary - problem rectification - return visit and feedback", and promote the continuous improvement of government services.
22. Vigorously promote the principle of "handling complaints immediately". The government halls at all levels should integrate existing consultation and complaint platforms, establish a window for handling complaints immediately or a reflection window for "director on-site handling if business cannot be completed", to ensure that "there is a complaint, there is a response, there is a complaint, and there is a complaint. The first inquiry responsibility system is implemented at the window, and all matters reported by the enterprise public are managed in a closed-loop manner according to the workflow of application acceptance, processing, tracking and follow-up, and unified archiving. Improve the six in one "you call me should" complaint supervision mechanism, and promote timely resolution of various complaint issues.
23. Promote the "No.1 Service" of the 12345 hotline. Deepen the integration of municipal government service and convenience hotlines, implement real-time traffic transfer and system interconnection, and achieve "one number" for the 12345 government service and convenience hotlines, "7 × 24/7 manual service. Establish a closed-loop working mechanism for centralized acceptance, classified disposal, hierarchical responsibility, centralized handling, timely feedback, and strong supervision of enterprise and public demands. Promote the interconnection and interoperability between the 12345 hotline and the 110 platform, share data resources, and switch traffic with one click.
4、 Promote the facilitation of government services
（1） Promote the integrated handling of government service matters
24. Continuously promote the principle of 'one thing, one action'. We will coordinate the establishment of a "one thing, one handling" platform at the city and county levels, focusing on key areas such as public security, market regulation, education, medical treatment, housing, social security, civil affairs, transportation, etc., focusing on optimizing business processes from the perspective of "one thing for the entire life cycle of enterprises" and "one thing for the life cycle of natural persons", in accordance with the requirements of "one notification, one form application, one set of materials, one window (end) acceptance, and one network processing", By integrating and sharing data through system integration, reducing work processes, streamlining application materials, and compressing processing deadlines; Promote the simplified approval of enterprise start-up and investment project construction, and achieve more integrated handling of cross departmental and cross level government service matters with strong correlation, large transaction volume, and strong sense of access for enterprises and the public.
（2） Explore the "Certificate Exemption Service"
25. Deepen the application of electronic certificates and signatures. Continuously optimize the electronic license production and issuance mode, and achieve synchronous issuance of electronic licenses and physical licenses or replace the issuance of physical licenses. Accelerate the full aggregation and on-demand sharing of electronic licenses, expand the application scope, promote the application of blockchain technology, break through data barriers, enrich the types of blockchain data, actively expand the application scenarios of blockchain in the field of government services, improve the convenience of data sharing applications, and ensure data security. Unify the construction of electronic seals and electronic signature systems, provide technical docking service interfaces, and achieve electronic signature application, application, verification, and annotationFunctions such as sales and electronic seal production and verification. Sort out the application list of electronic certificates, electronic materials, electronic seals, and electronic signatures, focusing on personal high-frequency government services such as birth registration, employment and entrepreneurship, social security card application, real estate registration, and enterprise high-frequency government services such as enterprise registration, operation, investment, and engineering construction, and promoting the "exemption of certificates and materials" for public and enterprise affairs.
（3） Promote more government service matters to be handled nearby
26. Promote the extension of government services to the grassroots level. Focusing on the government affairs services that are often handled by the public in the fields of public education, labor employment, social insurance, health care, elderly care services, social services, registered residence management and can be effectively undertaken by the grassroots through direct empowerment, delegation of authority, and service forward, with the goal of "being acceptable and able to deliver" at the rural level, highlighting the downward shift of focus, decentralization, service sink, and accessibility, Exploring the reform of "one seal management approval" for township level government services, and enhancing the ability of rural convenience service institutions to handle and handle matters and assist agencies.
27. Promote the "self-service" of government services. Promote 24-hour self-service and achieve full coverage of self-service equipment for township (street) government services; Deepen cooperation with banks, postal and other institutions, promote the extension of integrated self-service terminals to villages (communities), parks, shopping malls, buildings, banks, postal and telecommunications outlets, and encourage local integration of self-service functions such as public security, taxation, social security, medical security, etc., and promote the full process self-service handling of more matters.
（4） Promote more online and handheld government service matters
28. Implement "online and handheld" government services. According to the principle of "top to top", except for situations involving state secrets, we will promote the inclusion of all government service matters in the management and operation of government service platforms, and accelerate the implementation of "one network access". Accelerate the construction of the mobile terminal of Xinyang Government Affairs APP, and promote the handheld and fingertip handling of government service matters frequently handled by enterprises and the public. Promote the aggregation of high-frequency electronic certificates such as ID cards, electronic social security cards, electronic driver's licenses, electronic business licenses, real estate certificates, and epidemic prevention and control related data on the mobile end of the Xinyang APP, and connect with the Henan Affairs Office APP and the government service platform mobile end, and apply them in the field of government services and daily life.
（5） Implement the notification and commitment system and the acceptance service model for capacity gaps
29. Fully implement the system of "informing commitments and accepting deficiencies". In the fields of business licenses, certification matters, investment and construction related to enterprises, in accordance with the principle of maximizing the benefits for enterprises and the people, we will sort out the government service matters that can adopt the notification and commitment system, clarify the specific content and requirements of commitments, as well as the legal responsibilities that should be borne for violating commitments. We will refine the commitment methods and regulatory rules for commitment matters, and promote the realization of "operating immediately after obtaining a license," "starting immediately after committing," and "renewing certificates immediately after committing. Compile and publish a list of government service items that can be accepted in accordance with the law and regulations, clarify the name of the item, main application materials, and materials that can be accepted, and improve the mechanism of accepting service items.
（6） Improve the level of intelligent, precise, personalized services
30. Provide customized services for vulnerable and specific groups of people. Relying on a data sharing and exchange platform,Obtain information in advance about possible matters that may need to be handled by elderly and disabled individuals, and adopt the method of "phone appointment confirmation on-site service" to proactively provide services for vulnerable groups. For specific groups such as returnees and entrepreneurial college students, personalized service zones or windows can be opened according to actual needs during high frequency business hours such as the Spring Festival and graduation season, providing a "green channel" for service recipients.
31. Innovate and carry out intelligent, precise, and personalized services. Relying on an integrated government service platform, we will build exclusive service spaces for enterprises and individuals, form exclusive archives for enterprises and individuals, continuously improve and enhance the functions of the enterprise code service platform and the "free and enjoy" service platform, achieve policy free and enjoy benefits for enterprises, people, talents, investment promotion, finance, and other policies, and provide comprehensive services such as policy consultation, demand services, intermediary supermarkets, problem-solving, departmental evaluation, opinions and suggestions, and reporting and complaints. Make full use of new technologies such as Big data, artificial intelligence and the Internet of Things to expand the application scope of "free application and enjoy", government service map, intelligent approval and other government services.
（7） Fully carry out assistant and agency services
32. Create a brand of "Red Gang" and "Green Tong" assistant agency services. Establish a "Red Shop Assistant" agency service team, publish a list of high-frequency matters closely related to people's lives, and provide one-on-one services such as consultation, guidance, assistance, and agency for those in need; Explore the deep assistance and agency model, provide advanced services, establish a pre examination zone, and conduct pre examination of business materials; Expand the scope of "green channel" services and provide guidance services for enterprises and legal persons on access permits, business operations, etc. Launch cartoon character endorsements for the "Red Gang Gang" and "Green Tong", providing detailed descriptions and explanations of various requirements and materials in easy to understand language to help the public understand the information involved.
5、 Job requirements
（1） Strengthen organizational leadership. All levels and departments should firmly establish a sense of overall situation, consolidate work responsibilities, and strengthen funding, personnel, venue, and information security. The Municipal Government Affairs Service and Big data Administration Bureau is responsible for the top-level design, overall promotion, supervision and inspection of the city's government affairs service work, organizing the establishment and improvement of the government affairs service responsibility and standard system, improving the government affairs data sharing and coordination mechanism, guiding, coordinating and urging all regions and departments to provide high-quality, standardized and efficient government services. Each department directly under the city should closely monitor work tasks, assign personnel, tasks, time, and requirements, and prevent situations such as inadequate work implementation, failure to advance work according to requirements, and failure to complete tasks within the time limit. The people's governments of each county (district) and each administrative zone (development zone) are primarily responsible for the local government service work, ensuring that key and difficult issues related to government service are resolved in a timely manner.
（2） Strengthen the construction of the government service system. The people's governments of each county (district) and each administrative zone (development zone) should establish and improve the government service system, strengthen the construction and operation management of government service centers, convenience service centers (stations), government service platforms, and government service convenience hotlines, organize and promote the sorting of government service matters, government data sharing, standard implementation, personnel management training, daily assessment, guidance and supervision, vigorously integrate existing resources, and coordinate personnel Place, equipment and facilities, and funding support work.（3） Strengthen the construction of personnel team. Deepen the reform of "one window acceptance and separation of review", improve and supervise the implementation of relevant service standards, implement enterprise management, and promote the reshaping of service processes and management operation models in government halls at all levels. Improve the training management system, enhance the service awareness, business ability, and efficiency of staff.
（4） Strengthen platform support. Optimize and improve the integrated government service platform and the function of "Henan Affairs Office", accelerate the construction of the city Big data center of "one database, one station empowerment, and integrated sharing", establish and improve the government data sharing coordination mechanism, promote the deep connection between the business systems of all departments and the integrated government service platform, and promote accurate and efficient data sharing. Strengthen the protection of personal privacy and trade secrets in government services and data sharing, ensuring the security of government networks and data.
（5） Strengthen network data security protection. Strengthen the construction of security guarantee systems for government service platforms at all levels, implement the main responsibility of security management, carry out the construction and operation of government service platforms and network data security guarantee work at different levels, regularly organize and carry out various system platforms, computer rooms, and network security hazard investigation and attack and defense drills, and build a comprehensive, multi-level, and consistent security protection system. Strengthen the full lifecycle security protection of government data, improve the data security management system, strengthen data permission management, improve the data permission approval process, and enhance data security protection capabilities.
（6） Strengthen the promotion of advanced models. All levels and departments should strengthen policy publicity, summarize typical experiences, practices, and achievements in the standardization, standardization, and facilitation of government services, and promote them comprehensively through television broadcasting, government websites, new government media, and government service platforms, creating a strong atmosphere of "everyone cares about government services, and everyone participates in government services".
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