都匀市人民政府政务服务中心是都匀市辖区行政、事业单位集中办理行政审批及公共服务事项的政务服务管理机构，于2012年12月正式对外办公。都匀市政务服务中心位于都匀市斗篷山路黔南汽车商贸城，建筑面积3600平方米。

   都匀市政务服务中心位于都匀经济开发区幸福大厦（匀东贵州饭店旁），中心秉承“廉洁、规范、高效、便民”的宗旨，始终追求“一流形象，最佳窗口；一流素质，最佳服务；一流管理，最佳效率；一流队伍，最佳业绩”的目标，努力打造一流的“政务超市”。
都匀市政务大厅“全省通办、一次办成”和“跨省通办”事项清单，详情请点击菜单栏“办事大厅”查询。

都匀市人民政府政务服务中心是都匀市辖区行政、事业单位集中办理行政审批及公共服务事项的政务服务管理机构，于2012年12月正式对外办公。都匀市政务服务中心位于都匀市斗篷山路黔南汽车商贸城，建筑面积3600平方米。

Government AffairsService Centerof Duyun Municipal People’s Government, which covers an area of 3600 squaremeters, and officially opened in Dec, 2012, is located at the No.1 building of Car-trading Center in Doupeng shan Road. The center, which includes 185items from 28 government organs with 142 working staff, is set up by DuyunMunicipal Committee and Duyun Municipal People’s Government to promote thetransformation of government functions, improve environment developing andestablish a service-oriented government.

一、都匀市政务服务中心的工作目标

都匀市政务服务中心秉承“廉洁、规范、高效、便民”的宗旨，始终追求“一流形象，最佳窗口；一流素质，最佳服务；一流管理，最佳效率；一流队伍，最佳业绩”的目标，不断强化和完善“首问责任制”、“一次性告知制”、“限期办结制”、“预约服务制”、“全程代办制”等制度建设，努力打造全州一流的“政务超市”。

The tenet of probity, specification, efficiency and convenienceis always pursued in the center. The purpose ofcreating the best serving windows, giving the best service, forming the bestteam is never changed. The institution of one- time notification, time-limited fulfillmentand agent service is always observed to achieve the goal of building up afirst-rate government affairs center.

二、都匀市政务服务中心的服务体系

政务服务中心服务体系包括：市政务服务中心，28个进驻单位的110个窗口及 1个分中心，全市乡镇综合便民服务中心及村级代办点。市政务服务中心负责对分中心、乡镇综合便民服务中心和村级代办点办事窗口开展指导、管理、监督、服务工作。

The Center integrates service systems at three levels: city, sub-district and township. Besides the center itself, the service 

system 

of the center also includes 9 Township Comprehensive Convenient Service Centers and Agency Points of each region. The center is

 responsible

 for guiding, managing, supervising and serving them.

三、都匀市政务服务中心的功能布局

政务服务中心主要包括政务服务前台、信息发布区、便民服务区、业务洽谈室、公众办证区及休息等候区、行政办公区共七个功能区。

The center mainly includes seven function areas---front desk, information area, service helping area, Business Negotiation Room,public registration area, sitting area and administration area.

（一）政务服务前台。主要负责引导、带领代理、咨询投诉、安全保卫工作并为前来中心办事的群众提供热情、快捷、方便、周到的服务。

Front Desk: Being set up at the first floor of thecenter for information and inquiry.

（二）信息发布区。由中心大厅LED显示屏组成，主要向公众发布政务工作信息、工作动态、紧急通告、温馨提示、法律法规等方面的即时信息。

Information Area:Notice boards, LED displays and computers are all atservice.

（三）便民服务区。设有咨询引导、打印复印、信息查询等多项服务内容。

The ServiceArea: Mainly responsiblefor giving guidance, printing and typing service.

（四）业务洽谈室。主要为都匀市招商引资重大项目提供温馨舒适的业务洽谈环境，并对重大项目进行全程代办。

BusinessNegotiation Room: Givingthe best environment to investors for negotiation, and offering one-stopservice.

（五）公众办证区。包括公安办证区、税务办证区、房产办证区、社保办证区、国土办证区、工商质监办证区、交通办证区、综合办证区等八个主要区域。

Public Registration Area: Including service windows from Public SecurityBureau, Taxation Bureau, Real Estate Bureau, Labor andSocial Security Bureau, Land and Resource Bureau, Industrial and CommercialBureau, Transportation Bureau, and so on.

（六）填写等候区。位于大厅中心区域，面积约占整个政务服务中心总面积的三分之一，可供群众同时查阅办事指南、填写资料或休息等候。

Sitting Area: Equipped with water fountains, tables and chairs for resting andwaiting.

（七）行政办公区。内设办公室、网络信息科、综合业务科和督查科，代表本级政府指导、协调和监督本级政府组成部门和职能机构的政务服务工作；负责本级政府政务服务中心的日常管理、组织协调、综合服务和监督监察工作；负责对分中心、乡镇综合便民服务中心的业务进行指导。

The Administrative Area: The administrative area with fourdepartments: the Office, Network Information Department, Business Management Departmentand Supervision Department.The center is responsible for the guidance, management, supervision andservices of the Sub-center and service windows.

四、都匀市政务服务中心窗口设置

目前，全市具有行政审批职能的28个部门已进驻中心，共设置服务窗口110个，涉及行政许可项目102项、非行政许可项目47项、服务事项36项。各窗口共有工作人员142名。

So far, theCenter is home to administrative service of 28 government organs covering 185items with 142 working staff and 110 service windows.

（一）公安办证区。设有16个办证窗口，共有18名工作人员，涉及户证办理、印章刊刻等行政审批和服务事项。

Service Counter of PublicSecurity Bureau: Including16 service windows and 18 working staff for handling official sealregistration, 2^nd- generation ID cards, official seal imprinting andhousehold registration.

（二）税务办证区。设有国税、地税共16个服务窗口，共有工作人员17名，涉及纳税申报、认证、报税、发票发售、报验、发票代开、税务登记、变更、停（歇）业、注销等业务以及税收政策咨询、纳税辅导、非即办事项的资料受理初审、转办；纳税人业务需求信息收集、分析、各种涉税资料发放等工作。

Service Counter of TaxationBureau: Including 16service windows from Nation Taxation Bureau and Local Taxation Bureau, handlingApplication registration、Taxation registration of opening, changing andcanceling, and so on.

（三）综合办证区。包括发改、林业、卫生、计生、交通、规划、住建、环保、工信、安监、公安消防、教育、烟草、农工、水利、城管、文广、人防、民政共23个服务窗口，涉及木材运输、卫生许可、独生子女、物业管理、水利建设、文化经营、助学贷款、老年证等行政审批和服务事项。

Service Counter forComprehensive Service:Including 23 service windows for 19 governmentorgans. These government organs can provide quality service, including locally-granted student loans for college students,Tobacco monopoly retail certificate,and so on.

（四）房产办证区。设有15个服务窗口，共有工作人员18名，涉及房产查询、产权受理、房产登记、产权确认等服务事项。

Service Counter of PropertyRegistration: Including 15service windows and 18 working staff, giving service about property rightregistration, property right confirming, and property right query.

（五）社保办证区。共设置13个窗口，40名工作人员，为全市干部职工和群众提供养老、统筹、医疗、工伤、就业、保险等社会保障服务。

Service Counter of SocialSecurity Bureau: Including13 service windows and 40 working staff, giving services about pension, Medicareinsurance, unemployment insurance, work-related injury insurance and maternityinsurance.

（六）国土办证区。设有5个办事窗口，7名工作人员，涉及国有土地使用权他项权利设定登记、测量标志使用审批、测绘资质审查备案、国有土地使用权登记、土地登记资料公开查询等行政审批和服务事项。

Service Counter of LandBureau: Including 5service windows and 7 working staff, giving service about State-owned landusufruct transfer and supply sanction, Mapping qualification, annualregistration, etc.

（七）交通办证区。设有4个办事窗口，6名工作人员，办理公路行政许可、道路客货运营许可、机动车驾驶培训行政许可、机动车维修经营行政许可、车辆二级维护合格证签章、车辆等级评定签章、驾驶员从业资格证诚信考核签章等行政许可和服务事项。

Service Counter of RoadTransport Bureau: Including4 service windows and 6 working staff, giving service about vehicleregistration and urban public transportation vehicle license inspecting.

（八）工商质监办证区。设有6个办事窗口，7名工作人员，涉及企业名称变更审批、公司设立登记、公司法宝代表人变更登记、公司注销登记、修理计量器具许可、特种设备使用登记、组织机构代码证办理等行政审批和服务事项。

Service Counter of Industrialand Commercial Bureau and Quality Supervision Bureau: Including 6 service windows and 7 workingstaff, giving service about name changing and canceling of enterprise groups,new companies registration, special equipments registration, etc.

（九）代办中心。对项目从立项到开工、投产全过程中所涉及的行政审批事项，以及供电、供水、供气、排水、通讯、网络等公共服务事项，由项目业主根据需要选择全程代办或部分代办。对项目涉及的非行政审批事项，原则上由投资者自行选择技术服务机构，代办服务中心提供协助。

Service Counters ofInvestment Promotion Bureau:Service Counters of Investment Promotion Bureau are assigned for such programsas “Major Programs”, strategic emerging industries, Construction Project, etc.

五、都匀市政务服务中心的主要工作

（一）制定和规范市政务服务中心业务运行和人员管理的规章制度、管理办法并组织实施；

In charge of researching, draftingand organizing the implementation of the policies and institutions.

（二）对涉及两个以上部门平行审批事项的组织协调；

Coordinating and monitoring theworking relations between respective departments stationed in the Centre.

（三）对审批事项的运转情况进行协调、考察；

Supervising and inspecting theimplementation of the administrative approval system reform plans.

（四）对进入市政务服务中心的部门窗口及其工作人员进行管理，组织部门窗口规范、高效、优质服务并提供相关业务咨询；

In charge of daily management ofthe window departments and staff and motivating the staff of all departmentsand windows stationed in the Centre.

（五）对窗口工作人员进行月度和年度考核；

Assessing the working staff in the center monthly andannually.

（六）受理当事人对部门窗口及其工作人员服务质量、效率等方面的投诉；

Handling complaintsand suggestions from public about serving quality and working efficiency.

（七）对各分中心、乡镇便民服务中心进行业务指导和监督；

Providing consulting and trainingservices for subordinate service centers and departments.

（八）完成州政务服务中心及市委、市政府交办的其他工作。

Undertake other responsibilitiesassigned by the CPC Municipal Commission and the government.

六、工作措施(Measure of Service)

（一）规范清理事项。实施行政审批事项动态管理，进一步规范进驻中心各部门的审批服务事项，在充分调查研究的基础上，中心要求进驻部门严格落实“两集中、两到位，对涉及本部门的行政许可、非行政许可审批、行政服务事项进行逐项梳理，精简优化审批流程，明确岗位职责、权限、时限要求；制定审批要件标准，实行标准化审批；涉及的收费事项，公布收费事项目录和收费依据及标准。

Making Standard Approving Method: The centerimplements dynamic management for administrative approval and furtherstandardized the items subject to examination and approval. On the basis ofabundant investigation, the institution of “two concentrations and twoinsurances” is strictly implemented. The Center also releases information onadministrative examination and approval, including the items subject toexamination and approval, relevant laws and regulations, time limits, dueprocedures, fees, number for complaints, etc.

（二）统一运行机制。为进一步提高窗口服务质量，提高办事效率，中心按照一站式审批、一次性告知、限时办结、并联审批、全程代办、规范收费的运行规则。严格落实“两项制度”：一是落实首问责任制度。结合自身实际，建立和完善窗口首问责任制度，推行首问事项接待制、一次性告知制、登记制和去向告知制等，确保首问责任制度落实到位。二是落实限时办结制度。进驻中心的服务事项，严格按承诺的时限办结，坚决杜绝久拖不办、办而不结的现象。同时，中心还建立了视频监控、指纹考勤、叫号查询、服务评价等先进管理系统，设立投诉电话、投诉信箱，制定定期巡岗制度等一系列措施，使办事大厅协调、服务、管理、督查等职能得到有效发挥，有效防止了不作为、慢作为、乱作为现象的发生。

IntegratedOperating Mechanism: Inorder to improve the service quality and work efficiency, many operating rulesare implemented, including “responsibility for first inquiry, the one-timeinform, fulfillment within specified time, full range agent service”. And manymanaging systems including video surveillance, finger attendance system andservice evaluation system are all at service. All the institutions and managingsystems help to ensure all the subject items are finished in limit time.

（三）规范服务模式。中心按照政务服务规范、高效、便民、廉洁的原则，以建设服务型政府为己任，规范了政务大厅接待咨询服务、全程代办服务、预约办理服务、特别通道服务、上门办理服务，着力拓展便民服务领域。

Standardized Service Mode: All the serviceitems in the center are standardized by the tenet of probity, specification,efficiency and convenience. And for the purpose of promoting the transformationsof government functions and establish a service-oriented government, moreefforts would be made to expand service areas.

（四）实施政务阳光运行。中心坚持阳光运行和监督考核，通过政务公开、行风评议、电子监察，强化监督和考核机制，进一步加强政风行风建设，提高办事效

率，提升服务水平。确保政风行风监督工作取得实效，推进中心工作全面发展

The Center has alwaysbeenadhering to government affairs public, supervision and assessment mechanism and futher strengthenadministrativetransparency so as to improve the efficiency and service levels.

（五）完善考核机制。为进一步提高工作效率，转变工作作风，强化窗口单位和工作人员的日常管理，中心研究并出台了《都匀市政务服务中心窗口单位及工作人员考核评分细则》，将窗口业务工作和工作人员考核得分情况每月及时反馈给各窗口单位主要领导，将进驻单位窗口工作纳入市委、市政府年终目标考核，建立了以市监察局督促指导、各窗口单位协助配合、中心具体抓落实的长效工作机制。为充分发挥先进典型引领示范作用，鼓励中心全体工作人员全面提升服务水平，中心组织开展了“流动红旗窗口”和“服务之星”评选活动，对窗口实行量化考核。通过开展评优评先活动，激发了工作人员优质服务热情，增强了为广大群众和企业提供最优服务的思想观念，树立了中心良好形象。

AssessmentMechanism Developing: Inorder to improve work efficiency and change working style. Working staff in thecenter are required to follow the institution of Service Window AppraisalMethod. The center also has been implement “Mobilered banner” and “Service star” activities to arouse the working enthusiasm ofworking staff.

（六）打造温馨服务环境。为打造中心“名片”，中心注重人性化服务，全体工作人员在接听电话、接待群众、处理投诉都是热情有加，温情细致，让对方感受到温馨和谐的工作氛围。同时，设立了商务中心、投诉台和老年人、残疾人代理服务台，各服务窗口均安装了咨询电话，印制了办事指南，制作了窗口布置示意图。此外，中心还安装了LED电子显示屏、设置了触摸查询机、叫号机、填表台、排

队等候区、饮水休息区、书报架等便民设施，打造人性化的温馨办公服务场所。

BuildingSoft Environment for Administrative Service: The center has always been focusing onhumanized services. Working staff should be enthusiasm when answers a phone,deals with complaints and serves public. The center also has set up businesscenter, the elder and the disabled counter to help giving better service.Besides, the center supply notice boards LED players, drinking fountains andchairs to help public get the first information and have a rest. Meanwhile, brochureswith information about the Center and samples of official documents are alsoavailable for citizens.

七、特色服务(Special Services)

（一）A、B岗制度。为方便群众办事，中心实行服务窗口实行A、B岗人员

顶岗，确保办事群众到大厅能办事、办成事。

A、BPost System:To bring convenience to the people, the Center implements the A, BPost System to ensure that the masses can conductthe subject items smoothly when they come to the center.

（二）多语种服务。组建了含英语、普通话和布依族、水族、苗族等少数民族语言在内的多语种服务志愿者队伍，加强中心服务能力，惠及更多办事群众。

Multiple Language Service: A group of working staff and volunteers whospeak English and the language of Buyi, Miao and Shui people are always on dutyto solve communication problems of public.

（三）带领代理服务。针对老年人、残疾人以及不熟悉办事流程的服务对象，

中心工作人员为其提供详细咨询、答疑、指导填表及带领办理服务。

Guiding Service: Working staff will give detail informationto the people who are not acquainted with the affairs in the center, especiallyold man and disabled people.

（四）节假日预约服务。办事群众因特殊情况需在法定节假日办理有关证照，

直接与政务中心服务窗口预约便可到政务服务中心办理相关事项。

ReservationService: Service in the centerwould be available on holidays by making appointment at service window.

（五）特约上门服务。办事群众因特殊情况不能到政务服务中心办理业务，符

合条件的，可预约中心窗口工作人员上门为其服务。

Door-to-Door Service:Thecenter provides visiting services to people who can’t get to the center becauseof special reason.

（六）行政效能监察。依托行政效能电子监察系统和适时监控系统，对中心各

窗口工作人员进行现场监督，同时对窗口工作人员的服务态度、工作效率、服务质量等进行全方位监察。

Administrative Efficacy Supervision:Depending on theelectronic monitoring system, all the working staff would be supervised duringwork time to ensure the service attitude and quality.

（七）政务服务回访。为全面了解政务服务的群众满意度，中心每月对进驻各窗口的政务服务情况进行回访，主要了解窗口在服务态度、办事效率、

按章办事、规范收费、廉洁自律等方面的情况。对窗口实施“两集中两到位”、是否存在“两头受理”、“吃拿卡要”等进行监督。

Return Visit System forGovernment Affairs: Tofully know the public satisfaction for Government Affairs, the centerestablishes the return visit system. This system helps know the serviceattitude、work efficiency、handling things according to law、regulatingfees and honesty and self-discipline. Meanwhile, the return visit system alsohelps supervise whether the government organs implement “two concentrations andtwo insurances” for the items、whether “externalcirculation” exist in thegovernment organs stationed in the center and also supervise them to chargefees legitimately.

窗口工作人员进行现场监督，同时对窗口工作人员的服务态度、工作效率、服务质量等进行全方位监察。

都匀市政务服务中心运行一年多来，在市委、市政府的正确领导下，在各进驻部门的通力协作下，取得了一定的成绩，今后中心将致力于建设服务型政府，以打造全州一流政务服务中心为目标，以提高行政效能和推进政务公开为目的，以改善投资环境和畅通为民办事服务为宗旨，坚持便民、规范、高效、廉洁的原则，创新

思路，更新观念，拓宽服务领域，优化审批程序，完善服务功能，提高办事效率，规范高效运行，努力打造都匀市政务服务品牌、树立“政府第一形象”。

Under the leadership of Duyun Municipal Committee andDuyun Municipal People’s Government, and with the active cooperation of all bureaus,the center has obtained certain achievement. Looking into thefuture, the goal ofestablishing a service-oriented government, building up a first-rate governmentaffairs center, improving working efficiency, opening administrative affairs,and serving for people will be continuously insisted. The principle of probity,specification, efficiency and convenience will be continuously followed. Wepromise that more effort will be made to establish a typical service brand tobring more convenience to people.