目次

前言.....................................................................................................................................................................1

1范围................................................................................................................................................................. 1

2规范性引用文件.............................................................................................................................................1

3术语和定义.....................................................................................................................................................1

4考核原则.........................................................................................................................................................2

5考核周期.........................................................................................................................................................2

6考核机构及方式.............................................................................................................................................2

7考核内容.........................................................................................................................................................3

8考核结果运用.................................................................................................................................................4

附录A（规范性附录）受理量考核.....................................................................................................................5

附录B（规范性附录）质量——工单质检考核................................................................................................ 6

附录C（规范性附录）呼入质检考核.................................................................................................................7

附录D（规范性附录）秩序内务考核.................................................................................................................8

附录E（规范性附录）出勤考核标准.................................................................................................................9

附录F（规范性附录）配合调度考核...............................................................................................................10

附录G（规范性附录）考核及运用...................................................................................................................11

前言

本标准按GB/T 1.1-2009给出的规则编写。

本标准由遂宁市政府服务热线中心提出。

本标准由遂宁市人民政府办公室归口。