國務院關于進(jin)一(yi)步優化(hua)政務服務提(ti)升行政效能

推動“高效(xiao)辦(ban)成(cheng)一(yi)件事”的指導意見

國發(fa)〔2024〕3號

各省、自治區、直轄(xia)市人民(min)政府，國務院各部(bu)委、各直屬機構：

優(you)化政(zheng)務服務、提升(sheng)行政(zheng)效(xiao)能是優(you)化營商環境(jing)、建(jian)設全(quan)國統一(yi)大(da)市(shi)場的必然要求，對加快構建(jian)新發展(zhan)格局(ju)、推(tui)動(dong)高(gao)質(zhi)量發展(zhan)具有重要意(yi)義(yi)。為深(shen)入推(tui)動(dong)政(zheng)務服務提質(zhi)增效(xiao)，在更多(duo)領域更大(da)范圍實現“高(gao)效(xiao)辦成(cheng)一(yi)件事”，進一(yi)步提升(sheng)企業(ye)和群眾獲得感(gan)，現提出以(yi)下意(yi)見。

一、總體要(yao)求

以習(xi)近平新時(shi)代中國特色社會(hui)主義思想為(wei)指導(dao)，全面貫徹落實(shi)黨的(de)二十(shi)大精神，堅持問題導(dao)向(xiang)和目(mu)標(biao)導(dao)向(xiang)相結合，從企業和群眾視角(jiao)出(chu)發(fa)，把“高效辦成一件事(shi)(shi)”作為(wei)優化(hua)(hua)(hua)政(zheng)務服(fu)務、提(ti)升(sheng)行政(zheng)效能(neng)的(de)重要抓手，加強(qiang)整(zheng)體設計，推動模(mo)式創(chuang)新，注重改(gai)革引領和數字賦(fu)能(neng)雙(shuang)輪驅動，統籌(chou)發(fa)展和安全，推動線(xian)上線(xian)下融合發(fa)展，實(shi)現辦事(shi)(shi)方式多元(yuan)化(hua)(hua)(hua)、辦事(shi)(shi)流程最(zui)(zui)(zui)優化(hua)(hua)(hua)、辦事(shi)(shi)材料最(zui)(zui)(zui)簡化(hua)(hua)(hua)、辦事(shi)(shi)成本最(zui)(zui)(zui)小化(hua)(hua)(hua)，最(zui)(zui)(zui)大限(xian)度利企便民，激發(fa)經濟社會(hui)發(fa)展內(nei)生動力。

2024年(nian)，推動線上線下政(zheng)務(wu)(wu)服務(wu)(wu)能力整體提升，健(jian)全(quan)“高(gao)(gao)效(xiao)辦成(cheng)一(yi)件(jian)(jian)事(shi)”重(zhong)點事(shi)項(xiang)(xiang)清(qing)單管理(li)機(ji)制和常態化推進機(ji)制，實(shi)現第一(yi)批高(gao)(gao)頻、面(mian)廣、問題多的(de)“一(yi)件(jian)(jian)事(shi)”高(gao)(gao)效(xiao)辦理(li)。到2027年(nian)，基本形成(cheng)泛在(zai)可及、智慧便(bian)捷(jie)、公平普惠(hui)的(de)高(gao)(gao)效(xiao)政(zheng)務(wu)(wu)服務(wu)(wu)體系，實(shi)現企業(ye)和個(ge)人兩個(ge)全(quan)生命周期(qi)重(zhong)要階段“高(gao)(gao)效(xiao)辦成(cheng)一(yi)件(jian)(jian)事(shi)”重(zhong)點事(shi)項(xiang)(xiang)落地見效(xiao)，大幅提升企業(ye)和群眾(zhong)辦事(shi)滿意度、獲得感。

二、全面加(jia)強(qiang)政務服務渠道建設

（一）推(tui)(tui)進(jin)(jin)線下辦(ban)事“只進(jin)(jin)一門(men)”。完善(shan)集(ji)約高效(xiao)的線下政務(wu)(wu)(wu)(wu)(wu)(wu)(wu)服(fu)(fu)(fu)務(wu)(wu)(wu)(wu)(wu)(wu)(wu)體系，縣級以上地方人(ren)(ren)民政府政務(wu)(wu)(wu)(wu)(wu)(wu)(wu)服(fu)(fu)(fu)務(wu)(wu)(wu)(wu)(wu)(wu)(wu)中(zhong)心(xin)要(yao)(yao)合理設(she)置綜(zong)合服(fu)(fu)(fu)務(wu)(wu)(wu)(wu)(wu)(wu)(wu)窗口(kou)(kou)和(he)專業服(fu)(fu)(fu)務(wu)(wu)(wu)(wu)(wu)(wu)(wu)窗口(kou)(kou)，除特(te)殊情(qing)形(xing)外，原則上政務(wu)(wu)(wu)(wu)(wu)(wu)(wu)服(fu)(fu)(fu)務(wu)(wu)(wu)(wu)(wu)(wu)(wu)事項均應(ying)納入(ru)政務(wu)(wu)(wu)(wu)(wu)(wu)(wu)服(fu)(fu)(fu)務(wu)(wu)(wu)(wu)(wu)(wu)(wu)中(zhong)心(xin)集(ji)中(zhong)辦(ban)理，實現統一受理和(he)一站(zhan)式辦(ban)理。有關(guan)部(bu)門(men)單設(she)的政務(wu)(wu)(wu)(wu)(wu)(wu)(wu)服(fu)(fu)(fu)務(wu)(wu)(wu)(wu)(wu)(wu)(wu)窗口(kou)(kou)應(ying)整(zheng)合并(bing)入(ru)本(ben)級政務(wu)(wu)(wu)(wu)(wu)(wu)(wu)服(fu)(fu)(fu)務(wu)(wu)(wu)(wu)(wu)(wu)(wu)中(zhong)心(xin)，確不(bu)(bu)具備整(zheng)合條(tiao)件(jian)的要(yao)(yao)納入(ru)一體化管理，按統一要(yao)(yao)求提(ti)供(gong)規范服(fu)(fu)(fu)務(wu)(wu)(wu)(wu)(wu)(wu)(wu)。結合經濟社會(hui)發(fa)展狀況、人(ren)(ren)口(kou)(kou)分布(bu)情(qing)況，統籌推(tui)(tui)進(jin)(jin)鄉鎮（街(jie)道）便(bian)(bian)民服(fu)(fu)(fu)務(wu)(wu)(wu)(wu)(wu)(wu)(wu)中(zhong)心(xin)和(he)村（社區(qu)）便(bian)(bian)民服(fu)(fu)(fu)務(wu)(wu)(wu)(wu)(wu)(wu)(wu)站(zhan)建設(she)。鼓(gu)勵在有條(tiao)件(jian)、有需(xu)求的銀行網點(dian)(dian)、郵政網點(dian)(dian)、園區(qu)等設(she)置便(bian)(bian)民服(fu)(fu)(fu)務(wu)(wu)(wu)(wu)(wu)(wu)(wu)點(dian)(dian)，探索(suo)利(li)用集(ji)成式自(zi)助終端(duan)提(ti)供(gong)“24小時不(bu)(bu)打烊”服(fu)(fu)(fu)務(wu)(wu)(wu)(wu)(wu)(wu)(wu)。國(guo)務(wu)(wu)(wu)(wu)(wu)(wu)(wu)院(yuan)部(bu)門(men)可根據實際需(xu)要(yao)(yao)設(she)立政務(wu)(wu)(wu)(wu)(wu)(wu)(wu)服(fu)(fu)(fu)務(wu)(wu)(wu)(wu)(wu)(wu)(wu)大廳，集(ji)中(zhong)提(ti)供(gong)辦(ban)事服(fu)(fu)(fu)務(wu)(wu)(wu)(wu)(wu)(wu)(wu)。

（二）推進線上(shang)(shang)辦(ban)(ban)(ban)事(shi)(shi)(shi)“一(yi)(yi)網(wang)(wang)(wang)通辦(ban)(ban)(ban)”。加強以國(guo)(guo)家政(zheng)(zheng)(zheng)務(wu)(wu)服(fu)務(wu)(wu)平臺為總樞紐(niu)、聯(lian)通各(ge)地區(qu)各(ge)部門政(zheng)(zheng)(zheng)務(wu)(wu)服(fu)務(wu)(wu)平臺的全國(guo)(guo)政(zheng)(zheng)(zheng)務(wu)(wu)服(fu)務(wu)(wu)“一(yi)(yi)張網(wang)(wang)(wang)”建設(she)，推動(dong)更多高頻事(shi)(shi)(shi)項(xiang)網(wang)(wang)(wang)上(shang)(shang)辦(ban)(ban)(ban)、掌上(shang)(shang)辦(ban)(ban)(ban)、一(yi)(yi)次辦(ban)(ban)(ban)，實(shi)現從(cong)網(wang)(wang)(wang)上(shang)(shang)可辦(ban)(ban)(ban)向好辦(ban)(ban)(ban)易辦(ban)(ban)(ban)轉(zhuan)變。加強省(sheng)級(ji)(ji)政(zheng)(zheng)(zheng)務(wu)(wu)服(fu)務(wu)(wu)平臺網(wang)(wang)(wang)上(shang)(shang)統一(yi)(yi)受理端建設(she)，推動(dong)辦(ban)(ban)(ban)件信息實(shi)時(shi)共享，實(shi)現辦(ban)(ban)(ban)事(shi)(shi)(shi)申請(qing)“一(yi)(yi)次提交”、辦(ban)(ban)(ban)理結(jie)果“多端獲取”。依托(tuo)各(ge)級(ji)(ji)政(zheng)(zheng)(zheng)務(wu)(wu)服(fu)務(wu)(wu)平臺整(zheng)合聯(lian)通各(ge)類辦(ban)(ban)(ban)事(shi)(shi)(shi)服(fu)務(wu)(wu)系統，推動(dong)各(ge)類政(zheng)(zheng)(zheng)務(wu)(wu)服(fu)務(wu)(wu)事(shi)(shi)(shi)項(xiang)和應用“應接盡接、應上(shang)(shang)盡上(shang)(shang)”，除法律法規(gui)另有規(gui)定或(huo)涉及(ji)國(guo)(guo)家秘(mi)密等外，政(zheng)(zheng)(zheng)務(wu)(wu)服(fu)務(wu)(wu)事(shi)(shi)(shi)項(xiang)全部納入同級(ji)(ji)政(zheng)(zheng)(zheng)務(wu)(wu)服(fu)務(wu)(wu)平臺管理和辦(ban)(ban)(ban)理。

（三(san)）推進(jin)企業(ye)和(he)群(qun)(qun)眾訴(su)求(qiu)“一(yi)線應答(da)”。依托12345政(zheng)(zheng)務(wu)(wu)(wu)(wu)服(fu)務(wu)(wu)(wu)(wu)便民熱線加(jia)強(qiang)(qiang)政(zheng)(zheng)務(wu)(wu)(wu)(wu)服(fu)務(wu)(wu)(wu)(wu)熱線歸并(bing)，根(gen)據需要(yao)設置重點領域專席，不斷提(ti)升(sheng)12345熱線接(jie)(jie)辦(ban)(ban)效(xiao)率，高(gao)效(xiao)受(shou)理政(zheng)(zheng)務(wu)(wu)(wu)(wu)服(fu)務(wu)(wu)(wu)(wu)咨詢、投(tou)訴(su)、求(qiu)助、建(jian)議(yi)(yi)和(he)在線辦(ban)(ban)理指導等訴(su)求(qiu)。建(jian)立(li)健全“接(jie)(jie)訴(su)即辦(ban)(ban)”機制，更好(hao)發揮熱線直接(jie)(jie)面向企業(ye)和(he)群(qun)(qun)眾的(de)窗口作用(yong)，及時了(le)解(jie)問題(ti)建(jian)議(yi)(yi)，推動(dong)(dong)解(jie)決服(fu)務(wu)(wu)(wu)(wu)問題(ti)。提(ti)高(gao)12345與110對接(jie)(jie)聯(lian)動(dong)(dong)效(xiao)率，科學合理分流非警(jing)務(wu)(wu)(wu)(wu)求(qiu)助。加(jia)強(qiang)(qiang)12345熱線與政(zheng)(zheng)務(wu)(wu)(wu)(wu)服(fu)務(wu)(wu)(wu)(wu)平臺投(tou)訴(su)建(jian)議(yi)(yi)體(ti)系(xi)、“好(hao)差(cha)評(ping)”體(ti)系(xi)等業(ye)務(wu)(wu)(wu)(wu)協(xie)同(tong)，打造便捷、高(gao)效(xiao)、規(gui)范、智(zhi)慧的(de)政(zheng)(zheng)務(wu)(wu)(wu)(wu)服(fu)務(wu)(wu)(wu)(wu)“總(zong)客(ke)服(fu)”。

三、全(quan)面深化政務服務模式(shi)創新

（四(si)）推(tui)進關聯事(shi)項集成(cheng)辦(ban)(ban)(ban)(ban)。從企(qi)業(ye)(ye)和群眾視角出發，將需要多個(ge)部(bu)(bu)(bu)門(men)(men)(men)辦(ban)(ban)(ban)(ban)理(li)或(huo)跨層級辦(ban)(ban)(ban)(ban)理(li)，關聯性(xing)強(qiang)、辦(ban)(ban)(ban)(ban)理(li)量大、辦(ban)(ban)(ban)(ban)理(li)時間相對(dui)集中(zhong)的(de)多個(ge)事(shi)項集成(cheng)辦(ban)(ban)(ban)(ban)理(li)，為企(qi)業(ye)(ye)和群眾提供“一(yi)(yi)件事(shi)一(yi)(yi)次辦(ban)(ban)(ban)(ban)”、“一(yi)(yi)類事(shi)一(yi)(yi)站辦(ban)(ban)(ban)(ban)”服務(wu)。明(ming)確每個(ge)“一(yi)(yi)件事(shi)”的(de)牽(qian)頭部(bu)(bu)(bu)門(men)(men)(men)和配合(he)部(bu)(bu)(bu)門(men)(men)(men)及各(ge)自職責，強(qiang)化(hua)跨部(bu)(bu)(bu)門(men)(men)(men)政策、業(ye)(ye)務(wu)、系統(tong)協(xie)同(tong)和數據(ju)共享(xiang)。重構跨部(bu)(bu)(bu)門(men)(men)(men)辦(ban)(ban)(ban)(ban)理(li)業(ye)(ye)務(wu)流(liu)程，優化(hua)前后置環(huan)節，推(tui)動申(shen)(shen)請(qing)表單多表合(he)一(yi)(yi)、線上一(yi)(yi)網申(shen)(shen)請(qing)、材料(liao)一(yi)(yi)次提交(jiao)。強(qiang)化(hua)線上線下聯動，開(kai)展并聯審批、聯合(he)評審、聯合(he)驗收等，大幅壓減辦(ban)(ban)(ban)(ban)理(li)時長和辦(ban)(ban)(ban)(ban)事(shi)成(cheng)本(ben)。

（五(wu)）推(tui)進容缺事(shi)項承(cheng)諾辦。以政務(wu)(wu)(wu)服務(wu)(wu)(wu)部(bu)門(men)清楚告知(zhi)、企業(ye)和群眾誠信守諾為基礎(chu)，對風險(xian)可控(kong)(kong)、糾錯成本低且能(neng)夠通過事(shi)中事(shi)后(hou)監管有效防范風險(xian)的政務(wu)(wu)(wu)服務(wu)(wu)(wu)事(shi)項，推(tui)行“告知(zhi)承(cheng)諾+容缺辦理”審(shen)批(pi)服務(wu)(wu)(wu)模式(shi)(shi)。根據政務(wu)(wu)(wu)服務(wu)(wu)(wu)事(shi)項實(shi)施(shi)難度、風險(xian)可控(kong)(kong)程度、服務(wu)(wu)(wu)對象信用狀況(kuang)等，采用申請材料后(hou)補或免交、實(shi)質(zhi)審(shen)查后(hou)置或豁免等方式(shi)(shi)，簽訂告知(zhi)承(cheng)諾書，明確辦理條件，約定(ding)責任義務(wu)(wu)(wu)。加(jia)強審(shen)批(pi)、監管、執法等部(bu)門(men)協同，建立差異化的告知(zhi)承(cheng)諾事(shi)后(hou)核查和風險(xian)防范機制，并逐步推(tui)動將承(cheng)諾和履約信息共享至全國信用信息共享平臺。

（六）推進異(yi)地事(shi)項(xiang)跨域(yu)辦(ban)(ban)(ban)(ban)(ban)。聚(ju)焦企業(ye)跨區域(yu)經營和群眾異(yi)地辦(ban)(ban)(ban)(ban)(ban)事(shi)需(xu)求，持(chi)續推動更(geng)多政務(wu)服(fu)務(wu)事(shi)項(xiang)省(sheng)內通(tong)辦(ban)(ban)(ban)(ban)(ban)、跨省(sheng)通(tong)辦(ban)(ban)(ban)(ban)(ban)，做(zuo)到就近辦(ban)(ban)(ban)(ban)(ban)、異(yi)地辦(ban)(ban)(ban)(ban)(ban)。依托全國一(yi)體(ti)化(hua)政務(wu)服(fu)務(wu)平臺(tai)“跨省(sheng)通(tong)辦(ban)(ban)(ban)(ban)(ban)”業(ye)務(wu)支撐(cheng)系統，推動數據跨域(yu)共(gong)享、系統無縫(feng)銜(xian)接(jie)，實現(xian)異(yi)地事(shi)項(xiang)一(yi)站式(shi)網上辦(ban)(ban)(ban)(ban)(ban)理(li)。優化(hua)線下代(dai)收代(dai)辦(ban)(ban)(ban)(ban)(ban)服(fu)務(wu)模式(shi)，建立收件、辦(ban)(ban)(ban)(ban)(ban)理(li)兩地窗(chuang)口(kou)協同聯動工(gong)作(zuo)機制，明確代(dai)收代(dai)辦(ban)(ban)(ban)(ban)(ban)相關(guan)單位責任分工(gong)。推動各級政務(wu)服(fu)務(wu)場所(suo)按需(xu)開設遠(yuan)(yuan)程(cheng)虛擬窗(chuang)口(kou)，運(yun)用遠(yuan)(yuan)程(cheng)身份核驗、音視頻交互(hu)、屏幕共(gong)享等(deng)技術，為企業(ye)和群眾提供遠(yuan)(yuan)程(cheng)幫辦(ban)(ban)(ban)(ban)(ban)服(fu)務(wu)。支持(chi)京津冀、長三角、成渝等(deng)地區探(tan)索更(geng)多事(shi)項(xiang)跨區域(yu)辦(ban)(ban)(ban)(ban)(ban)理(li)。

（七）推進政(zheng)策(ce)服務(wu)(wu)(wu)(wu)免申(shen)辦(ban)。全面(mian)梳(shu)理行政(zheng)給付、資金補貼扶持(chi)、稅收優惠等政(zheng)策(ce)條(tiao)件(jian)(jian)和(he)(he)適用規則，強化(hua)數據歸集共享(xiang)、模型(xing)算(suan)法和(he)(he)大數據分析支撐，精(jing)準匹配符合(he)政(zheng)策(ce)條(tiao)件(jian)(jian)的(de)企(qi)業和(he)(he)群眾(zhong)，推動逐步實現政(zheng)策(ce)“免申(shen)即(ji)享(xiang)”。對法律(lv)法規明(ming)確要求依申(shen)請(qing)辦(ban)理的(de)，為符合(he)條(tiao)件(jian)(jian)的(de)企(qi)業和(he)(he)群眾(zhong)自動生成申(shen)請(qing)表(biao)、調用申(shen)請(qing)材料，并主動精(jing)準推送，便利自愿申(shen)請(qing)。優化(hua)政(zheng)務(wu)(wu)(wu)(wu)服務(wu)(wu)(wu)(wu)平(ping)臺企(qi)業和(he)(he)個人專屬(shu)服務(wu)(wu)(wu)(wu)空間，豐富政(zheng)策(ce)庫，實現利企(qi)便民政(zheng)策(ce)和(he)(he)服務(wu)(wu)(wu)(wu)精(jing)準直達。

四、全面強化(hua)政務服務數字賦能

（八）充分發揮政務(wu)(wu)(wu)服務(wu)(wu)(wu)平臺(tai)支(zhi)撐作用(yong)。依托全(quan)國一(yi)體(ti)化(hua)政務(wu)(wu)(wu)服務(wu)(wu)(wu)平臺(tai)打造政務(wu)(wu)(wu)服務(wu)(wu)(wu)線上(shang)線下總樞紐，強化(hua)公(gong)共應用(yong)支(zhi)撐體(ti)系建(jian)設，提升統(tong)(tong)一(yi)的自然(ran)人(ren)和法(fa)人(ren)身(shen)份(fen)認證(zheng)、跨域(yu)電子印章驗簽、辦(ban)件調度(du)、用(yong)戶管理等支(zhi)撐能力(li)(li)。國務(wu)(wu)(wu)院部(bu)門要(yao)(yao)加快整合(he)本領域(yu)政務(wu)(wu)(wu)服務(wu)(wu)(wu)業(ye)務(wu)(wu)(wu)系統(tong)(tong)，并與(yu)全(quan)國一(yi)體(ti)化(hua)政務(wu)(wu)(wu)服務(wu)(wu)(wu)平臺(tai)以(yi)數(shu)據接口(kou)等方式(shi)對接聯(lian)通(tong)，推動(dong)(dong)條(tiao)塊系統(tong)(tong)更好融合(he)互通(tong)。各省（自治區(qu)、直轄市(shi)）要(yao)(yao)強化(hua)政務(wu)(wu)(wu)服務(wu)(wu)(wu)平臺(tai)建(jian)設省級(ji)統(tong)(tong)籌，推動(dong)(dong)本地(di)區(qu)政務(wu)(wu)(wu)服務(wu)(wu)(wu)平臺(tai)事項標(biao)準(zhun)統(tong)(tong)一(yi)、業(ye)務(wu)(wu)(wu)協同聯(lian)動(dong)(dong)、服務(wu)(wu)(wu)同質高效，提升省級(ji)平臺(tai)公(gong)共支(zhi)撐能力(li)(li)和市(shi)級(ji)平臺(tai)應用(yong)創新能力(li)(li)，原(yuan)則上(shang)不再單獨建(jian)設地(di)市(shi)級(ji)以(yi)下政務(wu)(wu)(wu)服務(wu)(wu)(wu)平臺(tai)。

（九）著(zhu)力提升政務(wu)數據(ju)(ju)(ju)共(gong)(gong)享(xiang)(xiang)(xiang)實效。完善(shan)政務(wu)數據(ju)(ju)(ju)共(gong)(gong)享(xiang)(xiang)(xiang)責(ze)任清(qing)單(dan)(dan)機制，依托全國一(yi)體(ti)化政務(wu)服務(wu)平臺數據(ju)(ju)(ju)共(gong)(gong)享(xiang)(xiang)(xiang)樞(shu)紐，匯總政務(wu)數據(ju)(ju)(ju)共(gong)(gong)享(xiang)(xiang)(xiang)需(xu)求，分批(pi)納入國務(wu)院部門(men)數據(ju)(ju)(ju)共(gong)(gong)享(xiang)(xiang)(xiang)責(ze)任清(qing)單(dan)(dan)和(he)垂(chui)直(zhi)管(guan)理(li)信息(xi)系統對(dui)接清(qing)單(dan)(dan)，推動國務(wu)院部門(men)數據(ju)(ju)(ju)按需(xu)向地方回流(liu)和(he)直(zhi)達基層。持續提升政務(wu)數據(ju)(ju)(ju)質量，從源(yuan)頭加(jia)強(qiang)(qiang)數據(ju)(ju)(ju)治理(li)，圍繞企(qi)業(ye)和(he)個人兩個全生命周期(qi)編制“一(yi)企(qi)一(yi)檔(dang)、一(yi)人一(yi)檔(dang)”數據(ju)(ju)(ju)規范，推動實現“一(yi)數一(yi)源(yuan)一(yi)標準”。深化電(dian)子證照(zhao)(zhao)數據(ju)(ju)(ju)共(gong)(gong)享(xiang)(xiang)(xiang)應用(yong)，推動電(dian)子證照(zhao)(zhao)跨(kua)地區跨(kua)部門(men)互通(tong)互認和(he)擴大(da)應用(yong)領域，原則上政府部門(men)核發的(de)材料(liao)免于提交(jiao)、能夠(gou)通(tong)過數據(ju)(ju)(ju)共(gong)(gong)享(xiang)(xiang)(xiang)核驗的(de)事(shi)項免于提交(jiao)證明材料(liao)、能夠(gou)提供(gong)電(dian)子證照(zhao)(zhao)的(de)免于提交(jiao)實體(ti)證照(zhao)(zhao)。依法依規共(gong)(gong)享(xiang)(xiang)(xiang)使(shi)用(yong)政務(wu)數據(ju)(ju)(ju)，加(jia)強(qiang)(qiang)全流(liu)程安(an)全管(guan)理(li)，加(jia)大(da)對(dui)涉及商業(ye)秘密、個人信息(xi)等數據(ju)(ju)(ju)的(de)保護(hu)力度。

（十(shi)）持續加強(qiang)新(xin)技(ji)術(shu)全流程應(ying)(ying)用(yong)。按照成熟穩定、適度超前的原則，創新(xin)開展大數(shu)據、區塊鏈、人工(gong)智能(neng)(neng)等新(xin)技(ji)術(shu)應(ying)(ying)用(yong)，推動政務服務由(you)人力服務型向人機交互型轉(zhuan)變(bian)，由(you)經(jing)驗(yan)判斷型向數(shu)據分(fen)析(xi)型轉(zhuan)變(bian)。推動新(xin)技(ji)術(shu)在辦事(shi)服務具體場景中的應(ying)(ying)用(yong)，優化重構(gou)申(shen)(shen)請條(tiao)件(jian)、申(shen)(shen)報方(fang)式、受(shou)理模式、審核(he)程序、發(fa)證方(fang)式、管理架構(gou)，完(wan)善(shan)智能(neng)(neng)預填(tian)、智能(neng)(neng)預審等服務功(gong)能(neng)(neng)。探(tan)索(suo)應(ying)(ying)用(yong)自然(ran)語言大模型等技(ji)術(shu)，提升線上智能(neng)(neng)客服的意圖(tu)識別和精準回答(da)能(neng)(neng)力，優化智能(neng)(neng)問答(da)、智能(neng)(neng)搜索(suo)、智能(neng)(neng)導辦等服務，更(geng)好引(yin)導企業(ye)和群眾高效(xiao)便利辦事(shi)。

五(wu)、全面(mian)推動(dong)政務服務擴面(mian)增效

（十一）增強(qiang)幫辦(ban)(ban)(ban)代(dai)(dai)辦(ban)(ban)(ban)能(neng)力。健全線(xian)上線(xian)下幫辦(ban)(ban)(ban)代(dai)(dai)辦(ban)(ban)(ban)體(ti)(ti)系(xi)，明確(que)人(ren)員配置、工作職責(ze)、責(ze)任邊界(jie)、服(fu)務內(nei)容，提(ti)升幫辦(ban)(ban)(ban)代(dai)(dai)辦(ban)(ban)(ban)響應率、解(jie)(jie)決(jue)(jue)(jue)率和(he)滿意度。提(ti)供(gong)線(xian)上高頻(pin)服(fu)務事(shi)項專業(ye)人(ren)工幫辦(ban)(ban)(ban)代(dai)(dai)辦(ban)(ban)(ban)，推行語音(yin)喚(huan)起、預約、辦(ban)(ban)(ban)理(li)(li)和(he)問答(da)式(shi)引導等(deng)智(zhi)能(neng)幫辦(ban)(ban)(ban)服(fu)務，解(jie)(jie)決(jue)(jue)(jue)在線(xian)操作、材料(liao)上傳、業(ye)務辦(ban)(ban)(ban)理(li)(li)等(deng)方面問題(ti)。優化線(xian)下幫辦(ban)(ban)(ban)代(dai)(dai)辦(ban)(ban)(ban)工作機(ji)制(zhi)(zhi)，為老年人(ren)、殘疾人(ren)等(deng)特殊(shu)群體(ti)(ti)提(ti)供(gong)陪同(tong)辦(ban)(ban)(ban)、代(dai)(dai)理(li)(li)辦(ban)(ban)(ban)、優先辦(ban)(ban)(ban)等(deng)服(fu)務。在高新區(qu)、產業(ye)園(yuan)區(qu)等(deng)加強(qiang)項目全流程幫辦(ban)(ban)(ban)代(dai)(dai)辦(ban)(ban)(ban)，結合實際建立(li)專班服(fu)務、專員跟進等(deng)機(ji)制(zhi)(zhi)，及時解(jie)(jie)決(jue)(jue)(jue)項目推進中的難點(dian)問題(ti)。

（十二）豐富公(gong)共(gong)服(fu)務(wu)(wu)供給。在優化提升公(gong)共(gong)教育、勞動就(jiu)業(ye)(ye)、醫療(liao)衛生(sheng)、養老(lao)服(fu)務(wu)(wu)、托育服(fu)務(wu)(wu)、住房保(bao)障等領域公(gong)共(gong)服(fu)務(wu)(wu)的基礎上，推(tui)動與企業(ye)(ye)和群眾生(sheng)產(chan)生(sheng)活(huo)密切相關(guan)的水(shui)電氣(qi)(qi)熱、網絡(luo)通信等公(gong)用事業(ye)(ye)領域高頻辦理(li)的服(fu)務(wu)(wu)事項(xiang)(xiang)納入(ru)(ru)政務(wu)(wu)服(fu)務(wu)(wu)中心、接(jie)入(ru)(ru)政務(wu)(wu)服(fu)務(wu)(wu)平(ping)臺。推(tui)動公(gong)用事業(ye)(ye)領域有關(guan)單位從企業(ye)(ye)和群眾視角梳理(li)服(fu)務(wu)(wu)事項(xiang)(xiang)、優化辦事流程，推(tui)進水(shui)電氣(qi)(qi)熱過戶(hu)和不動產(chan)登記、水(shui)電氣(qi)(qi)網報裝和投資建(jian)設(she)審批等關(guan)聯事項(xiang)(xiang)跨領域集成辦理(li)。

（十(shi)三）拓展增(zeng)值(zhi)服(fu)(fu)(fu)務(wu)(wu)內(nei)容。依托線(xian)(xian)上(shang)線(xian)(xian)下政(zheng)(zheng)務(wu)(wu)服(fu)(fu)(fu)務(wu)(wu)渠道(dao)，打造定(ding)制化(hua)、套餐式(shi)、模塊化(hua)的涉(she)企(qi)(qi)服(fu)(fu)(fu)務(wu)(wu)“一類(lei)事”場(chang)景，為(wei)企(qi)(qi)業提供(gong)精準(zhun)化(hua)、個性(xing)化(hua)的優(you)質衍生服(fu)(fu)(fu)務(wu)(wu)。探索統籌行業協會(hui)、市場(chang)化(hua)專業服(fu)(fu)(fu)務(wu)(wu)機構等(deng)(deng)涉(she)企(qi)(qi)服(fu)(fu)(fu)務(wu)(wu)資源，一站(zhan)式(shi)提供(gong)政(zheng)(zheng)策推(tui)薦、咨詢、解讀、申報(bao)(bao)等(deng)(deng)政(zheng)(zheng)策服(fu)(fu)(fu)務(wu)(wu)，公證、合規指導、涉(she)企(qi)(qi)糾紛調解等(deng)(deng)法(fa)律(lv)服(fu)(fu)(fu)務(wu)(wu)，融(rong)資擔保(bao)、產(chan)業基金(jin)對接、上(shang)市培育等(deng)(deng)金(jin)融(rong)服(fu)(fu)(fu)務(wu)(wu)，人才認定(ding)、住(zhu)房(fang)安居、資金(jin)補助等(deng)(deng)人才服(fu)(fu)(fu)務(wu)(wu)，科技(ji)企(qi)(qi)業培育、產(chan)學研對接等(deng)(deng)科創服(fu)(fu)(fu)務(wu)(wu)，外貿(mao)資源對接、報(bao)(bao)關退稅咨詢、匯率避險指導等(deng)(deng)國(guo)際(ji)貿(mao)易(yi)服(fu)(fu)(fu)務(wu)(wu)。

六(liu)、全(quan)面夯實政務服務工作基礎

（十四）健(jian)全政(zheng)(zheng)務(wu)(wu)(wu)(wu)(wu)服(fu)(fu)(fu)務(wu)(wu)(wu)(wu)(wu)標(biao)(biao)準(zhun)(zhun)體(ti)(ti)系。加強政(zheng)(zheng)務(wu)(wu)(wu)(wu)(wu)服(fu)(fu)(fu)務(wu)(wu)(wu)(wu)(wu)標(biao)(biao)準(zhun)(zhun)總體(ti)(ti)設(she)計，制(zhi)定完善(shan)全國(guo)一(yi)體(ti)(ti)化政(zheng)(zheng)務(wu)(wu)(wu)(wu)(wu)服(fu)(fu)(fu)務(wu)(wu)(wu)(wu)(wu)平臺和(he)(he)政(zheng)(zheng)務(wu)(wu)(wu)(wu)(wu)服(fu)(fu)(fu)務(wu)(wu)(wu)(wu)(wu)中心建設(she)、12345熱線運(yun)行(xing)等標(biao)(biao)準(zhun)(zhun)規(gui)范(fan)。健(jian)全政(zheng)(zheng)務(wu)(wu)(wu)(wu)(wu)服(fu)(fu)(fu)務(wu)(wu)(wu)(wu)(wu)事(shi)項基礎標(biao)(biao)準(zhun)(zhun)，完善(shan)國(guo)家政(zheng)(zheng)務(wu)(wu)(wu)(wu)(wu)服(fu)(fu)(fu)務(wu)(wu)(wu)(wu)(wu)事(shi)項基本目錄，推動同(tong)一(yi)政(zheng)(zheng)務(wu)(wu)(wu)(wu)(wu)服(fu)(fu)(fu)務(wu)(wu)(wu)(wu)(wu)事(shi)項受理條件(jian)、服(fu)(fu)(fu)務(wu)(wu)(wu)(wu)(wu)對象(xiang)、辦理流程(cheng)、申請材料、法(fa)定辦結(jie)時限等在全國(guo)范(fan)圍內統(tong)一(yi)。編(bian)制(zhi)集成辦理“一(yi)件(jian)事(shi)”工(gong)作指引和(he)(he)辦事(shi)指南，完善(shan)跨區域(yu)辦事(shi)業務(wu)(wu)(wu)(wu)(wu)標(biao)(biao)準(zhun)(zhun)和(he)(he)操作規(gui)程(cheng)。

（十五）強化政(zheng)務(wu)(wu)(wu)服務(wu)(wu)(wu)制(zhi)度供(gong)給(gei)。發揮法(fa)治引領(ling)和(he)保(bao)障作(zuo)用(yong)(yong)，加強國家層(ceng)面政(zheng)務(wu)(wu)(wu)服務(wu)(wu)(wu)領(ling)域(yu)(yu)立法(fa)研究。及時(shi)清理(li)和(he)修訂與政(zheng)務(wu)(wu)(wu)服務(wu)(wu)(wu)改革不(bu)相(xiang)適應的(de)行政(zheng)法(fa)規(gui)、規(gui)章和(he)行政(zheng)規(gui)范性文件，強化相(xiang)關業(ye)務(wu)(wu)(wu)領(ling)域(yu)(yu)制(zhi)度保(bao)障，破(po)解(jie)集成(cheng)辦(ban)、承諾辦(ban)、跨域(yu)(yu)辦(ban)、免(mian)申辦(ban)等創新服務(wu)(wu)(wu)模式的(de)制(zhi)度障礙。完(wan)善數(shu)字化應用(yong)(yong)配套政(zheng)策，保(bao)障電子證(zheng)照和(he)政(zheng)務(wu)(wu)(wu)數(shu)據高效共享應用(yong)(yong)、電子檔案單(dan)套歸(gui)檔等法(fa)律效力(li)。

（十(shi)六）健全(quan)政(zheng)(zheng)務(wu)(wu)(wu)服(fu)務(wu)(wu)(wu)工作(zuo)體(ti)系(xi)。推(tui)進(jin)國家、省、市、縣、鄉五級(ji)(ji)政(zheng)(zheng)務(wu)(wu)(wu)服(fu)務(wu)(wu)(wu)體(ti)系(xi)建設，健全(quan)一體(ti)聯(lian)動(dong)、高效(xiao)便(bian)捷、權責清(qing)晰的工作(zuo)機制(zhi)。加(jia)強各級(ji)(ji)政(zheng)(zheng)務(wu)(wu)(wu)服(fu)務(wu)(wu)(wu)窗口(kou)從(cong)業人(ren)員配(pei)備、管(guan)理(li)、培(pei)訓(xun)和考核，出臺激勵獎勵措施(shi)，推(tui)進(jin)綜合(he)服(fu)務(wu)(wu)(wu)窗口(kou)人(ren)員統一配(pei)備和職業化發展。創新政(zheng)(zheng)務(wu)(wu)(wu)服(fu)務(wu)(wu)(wu)人(ren)才(cai)引進(jin)、培(pei)養、選(xuan)拔和評價機制(zhi)，持續(xu)提(ti)升干(gan)部(bu)隊(dui)伍法治(zhi)思(si)維、服(fu)務(wu)(wu)(wu)意(yi)識和數(shu)字素養，強化政(zheng)(zheng)務(wu)(wu)(wu)服(fu)務(wu)(wu)(wu)專業化隊(dui)伍建設。

七、保障措(cuo)施(shi)

（十(shi)七）加強(qiang)組織實施。各(ge)(ge)地區要(yao)(yao)強(qiang)化省級統籌(chou)，圍繞“高效辦成一(yi)件(jian)事(shi)”合(he)力攻堅，對(dui)列入(ru)重(zhong)點(dian)事(shi)項清單的“一(yi)件(jian)事(shi)”要(yao)(yao)逐項制定工(gong)作方(fang)案，明確目標任務(wu)(wu)、改革(ge)措施和職(zhi)責分(fen)工(gong)，確保取得實效。國務(wu)(wu)院(yuan)(yuan)各(ge)(ge)部(bu)門(men)要(yao)(yao)強(qiang)化條塊聯動，加強(qiang)業務(wu)(wu)指導和數據共享(xiang)支(zhi)撐。國務(wu)(wu)院(yuan)(yuan)辦公廳(ting)要(yao)(yao)加強(qiang)統籌(chou)協調，開展試點(dian)示范(fan)，組織各(ge)(ge)地區各(ge)(ge)部(bu)門(men)逐年(nian)推出一(yi)批“高效辦成一(yi)件(jian)事(shi)”重(zhong)點(dian)事(shi)項，推動政務(wu)(wu)服(fu)務(wu)(wu)持續提(ti)質增(zeng)效。

（十八）加強(qiang)宣(xuan)傳推廣。采取(qu)多種(zhong)形式做好“高(gao)效辦成(cheng)一件(jian)事”政(zheng)策解(jie)讀和(he)輿(yu)論引導，充(chong)分調動(dong)(dong)地(di)方各級(ji)政(zheng)府和(he)有(you)關方面積極(ji)性，增強(qiang)工作(zuo)(zuo)合力，狠抓工作(zuo)(zuo)落(luo)實。鼓勵各地(di)區從實際出(chu)發改(gai)革(ge)創新(xin)、大膽探索(suo)，力爭重(zhong)點(dian)領域、重(zhong)點(dian)事項(xiang)取(qu)得更大突(tu)破(po)。及(ji)時總結行之有(you)效的經驗(yan)做法，在全國范圍內復制推廣，推動(dong)(dong)“一地(di)創新(xin)、多地(di)復用(yong)”。

附(fu)件：“高效辦成一件事”2024年(nian)度重點事項(xiang)清(qing)單

國務(wu)院　　　　　　　

2024年1月9日　　　　　

（此件公(gong)開發布）

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“高效辦(ban)成一件事”2024年度(du)重點事項清單