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["附件1：基层站所（旅游质监所）考核标准"]
[]
["考评\n项目","考评内容",null,"分值","评分标准","得分"]
["承诺情况\n（10分）","按照“向社会承诺、让人民满意”公开承诺活动要求，落实本系统公开承诺内容。",null,3,"未履行不得分"]
[null,"严格按承诺内容执行，有诺必践，违诺必纠",null,7,"未执行不得分"]
["依法办事\n（投诉调解）\n（30分）","熟练掌握《旅游法》、《旅行社条例》、《旅行社条例实施细则》、《河南省旅游条例》、《河南省旅游行政处罚裁量标准》、《关于试行旅行社委托代理招徕旅游者业务有关事项的通知》等政策法规和各项规章制度。",null,6,"1个问题回答不出扣0.5分"]
[null,"熟悉投诉调解程序和步骤。",null,3,"1人不熟悉扣0.5分"]
[null,"投诉调解文书齐全，办案有记录。",null,3,"缺1项扣1分"]
[null,"投诉案件无超时效结案。",null,2,"不落实扣1分"]
[null,"建立旅游投诉工作制度。",null,2,"不符合要求不得分"]
[null,"投诉案件结案率。",null,4,"95％以上(4)，90％以上(3)，90％以下不得分"]
[null,"投诉案件处理质量好，无差错。",null,3,"每错一件扣1分"]
[null,"上级转办的旅游投诉案件及时办理，并在规定时间上报书面结果。",null,3,"迟报扣1分，不报扣2分，未处理的不得分"]
[null,"设有咨询和旅游投诉电话，并向社会公开。",null,2,"一项不达到要求扣1分"]
[null,"内部管理制度完善，纪律严明，经常开展法制教育和规章学习活动。",null,2,"视情打分"]
["服务质量\n（15分）","建立健全岗位责任制、服务承诺制、限时办结制、首问负责制、责任追究制、一次性告知制等管理制度并落实到位。",null,5,"1项不健全扣1分"]
[null,"文明礼貌、热情耐心、认真负责。调解人员言谈举止大方得体，充分尊重调解对象，无歧视行为。",null,5,"达不到要求扣3分"]
[null,"杜绝门难进、脸难看、话难听、事难办以及刁难群众、态度粗暴、办事马虎、效率低下、推诿扯皮等现象。",null,5,"达不到要求扣3分"]
["服务环境\n（10分）","办公场所整洁卫生，工作人员仪容仪表端庄，文件、资料、档案管理有序。",null,2,"每项内容1分"]
[null,"有独立办法场所，有醒目的标识牌。",null,2,"没有独立场所扣2分"]
[null,"配备有计算机、打印机、传真机等办公器材。",null,2,"缺1项扣1分"]
[null,"备有旅游法律、法规、规章及其他有关文件供当事人查阅。",null,2,"缺1项扣1分"]
[null,"备有水笔、纸张、开水等供当事人免费使用。",null,2,"缺1项扣0.5分"]
["廉洁自律\n（15分）","深入开展党风廉政教育；教育有效果。",null,5,"未开展教育扣3分"]
[null,"认真执行党风廉政建设责任制，自觉遵守廉洁从政各项行为规范。",null,5,"不遵守扣3分"]
[null,"工作人员未发生利用职务上的便利，谋取不正当利益现象。",null,5,"发现一起扣4分"]
["\n信息公开\n（10分）","认真执行公开责任，实行政（事）务公开。",null,3,"未履行不得分"]
[null,"政策法规、办事流程、办事时限、服务承诺做到信息公开。",null,4,"缺一项扣1分"]
[null,"工作时间、工作人员台签、监督岗做到信息公开。",null,3,"缺一项扣1分"]
["制度建设\n（10分）","建立有内部管理和监督制度。",null,4,"未建立不得分"]
[null,"政风行风建设责任制落实到位。",null,3,"未落实不得分"]
[null,"整改和反馈机制基本建立、完善。",null,3,"未建立不得分"]

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