Foshan ASC

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Introduction of Service Center

Regulations on Appraisal& Examination of Service Office

These regulations are made to strengthen routine management of service offices and staff.

1. Target of Performance Evaluation

Service center is in charge of routine management of service offices and staff responsible for administrative approval service or other service in service center. The targets of performance evaluation include service offices and their staff.

2. Contents of performance evaluation

1) Service center evaluates the performance of service offices from the aspects of general performance, creativity in service, working principle and public opinion, etc (with specific evaluation criteria in attachment). The performance of staff is taken as part of performance evaluation of the service office, which is carried out according to the same evaluation criteria.

2) Routine management of service offices and their staff should be improved through regular survey or supervision from center’s sections. The records of service offices’ routine management will be taken as importance criteria in performance evaluation.

3) Announcement board, comments box and public comments form are provided to the public, with a view to collect suggestions and comments on service offices’ performance as well as their staff, which serve as importance criteria in performance evaluation.

3. Units in charge of performance evaluation

The performance evaluation is carried out by service center, with a dedicated “Performance Evaluation Panel” established. The center’s direct serves as the chief of the panel while deputy director the vice chief. Other chiefs from center’s sections or Chancheng Administrative service center as well as representative of service offices serve as members of the panel. The representatives of service offices are elected among staff who should be changed every quarter. The Coordination & Supervision Section and Chancheng Administrative service center are in charge of performance evaluation in collaboration.

4. Quarterly Evaluation

1) At the beginning of every quarter, service center carries out quantified performance evaluation of service offices in accordance with the evaluation criteria, the routine supervision and public opinions.

2) At the beginning of every quarter, the chiefs of various service offices should fill the Form of Quarterly Mutual Evaluation of Service Offices according to the evaluation criteria. Mutual performance evaluation among service offices on the same floor of the office building should be made.

3) According to the quantified evaluation and the mutual evaluation, evaluation panel will come to a final result. The service offices of more than 100 scores are top service offices while those less than 60 scores are unqualified ones.

4) The Top 10 service offices will be publicized so as to boost the enthusiasm in work. For those lagged behind in lists, improvement should be made. While for those unqualified offices, reform and improvement should be made by bureaus in charge, with the suggestions and results reported to service center.

5) The results of quarterly performance evaluation should be reported to the pubic and to those bureaus in charge, to the Chancheng district government and Foshan municipal government as well as discipline inspection commission, etc.

5. Annual performance evaluation

1). At the end of every year, performance evaluation panel should summarize quarterly evaluation results and make comprehensive evaluation of service offices at yearly base. The average of quarterly evaluation score is importance criteria in annual evaluation.

2) The result of annual performance evaluation of service office is taken as important criteria in the annual performance evaluation of its staff as well as the chief. Specific regulations in this regard are to be made by service center in collaboration with personnel bureau.

6. In the case of any disagreement on quarterly or annual performance evaluation, the individual or unit involved can apply for re-evaluation in written form in 10 days since the results of evaluation are publicized. The evaluation panel should offer results of re-evaluation to the individuals or units involved in written form within 10 days.

7. Measures of quarterly and annually awarding are to be made by service center according to specific conditions.

8. It is up to the municipal government administrative service center for the interpretation of these regulations.

Attachment: Performance Evaluation Criteria of Service Offices

Attachment 1:

______Service Window_______ Year_____Quarter Performance evaluation form
1.Primary scores 100 scores 100分

2. Items for score-awarding

Number	Item	Scores to win	Notes
1	Leaders (vice-chief or leaders of higher level in principal) attach great importance to office’s performance by paying field visit, support and improve office’s service. (1 score can be added if a visit has been paid in one month of the quarter; 2 scores for 2 monthly visits and 5 scores for 3)
2	Dedicated seal is used for administrative approval or authorized measures have been taken to improve service efficiency; initiative to advance the promised deadline to improve efficiency. 3 scores to win for each of those mentioned above.
3	Innovation in service approaches; active in on-line approval; joint approval and other measures for citizen’s convenience to promote service reform. 5 Scores for each mentioned above.
4	5 scores to win for each award or praise from media or units of higher level.
5	5 scores to win if public satisfaction rate is 100%; 2 scores to win if the public satisfaction rate is over 95% (the precondition is that the public votes is more than 10 and public vote rate is over 60%, or the public votes is over 100. The public votes divided by cases number equals to public vote rate. )
6	Initiative in contributing information to service center or official website or *News Briefing.* 2 scores for each mentioned above.
7	Active in participating collective activities of service center. 2 scores to win according to specific condition.
8	Providing constructive suggestions to service center that have been adopted. 3 scores for each accepted suggestions
9	Others score-winning items are up to evaluation panel.
Total

3. Item for score-deducting

Number	Item	Scores to deduct	Notes
1	No support from bureaus in charge. No leader (vice-chief or leaders of higher level in principal) pays a field visit to the center or exchange information with the center. 3 scores to deduct
2	Not staffed with dedicated persons in the service office (one year basis in principle). 3 scores to deduct. Not staffed with leaders of middle level or higher in service office. 2 scores to deduct
3	Not follow the “single-track system” in performance. 5 scores to deduct. Serious shrink of service volume due to the “double-track” performance. 10 scores to deduct.
4	Poor cooperation with service center. 2 scores to deduct each time. Bad implementation of center’s orders for improvement. 5 scores to deduct each time.
5	Failure to finish the case within the promised deadline due to failure in service. 3 scores to deduct each time, with 15 scores to deduct at most.
6	Pubic complaint to service has been confirmed. 2-10 scores to deduct. Criticized by higher level units or media. 5-15 scores to deduct according to specific conditions.
7	① Public dissatisfaction rate is over 30% (votes for dissatisfaction divided by votes number equals to dissatisfaction rate), or votes for dissatisfaction ② Once any counterfeit of public votes are found, the votes for that quarter are invalid, with 10 score to deduct. ③ No public votes for months. 10 scores to deduct.
8	Bad manner in service and quarrels with clients. 3 scores to deduct for each time
9	Not follow the work attendance system of service center. 1 score to deduct for each late or early-leaving of each person. Absent from post without asking for leave leads to 3 scores deducted each time. Absent from post with unapproved leave results in 1 score to deduct each person each time. Card-puncher for others results in 5 scores deducted for each of persons involved each time.
10	Not wearing uniform or staff card according to regulations.1 score for each person each time. Untidy offices leads to 1 score deducted each time. Arbitrary placing of public comments forms leads to 1 score deducted each time, with 20 scores deducted at most.
11	Not-standardized instruction or other brochures (including on-line propaganda materials and paper pamphlet) or bad instructions (without the required 9 kinds of information provided). 3 scores to deduct. No timely change or supply. 2 scores to deduct
12	Absent from center’s meetings. 2 scores deducted for each absence.
13	Failure in performance due to violations of computer or other appliance instructions. 1 score deducted. Violation of regulations leads to failure in performance of center’s computer system. 5 scores deducted. Violation of regulations results in damage to equipments leads to 5 to 10 scores to deduct, according to specific conditions.
14	Arbitrary installation of hardware or software on center’s system or arbitrary remove of software or hardware. 5 scores to deduct. Arbitrary change of IP address leads to 5 scores deducted. Attack on center’s system or intrusion into others computer, or malicious spreading of computer virus. 10 scores to deduct.
15	Tell pass code of computer to persons unrelated to the job and lead to serious consequences. 10 scores to deduct. Loading on center’s system with other’s registration number without permission. 5 scores to deduct.
16	Surfer on line during working hours that has bad impact on service or performance of other service offices. 2 scores to deduct each time. Playing computer games or watching movies or listening to music during working hours. 3 scores to deduct each time.
17	Not following the requirements of “cleaning up the office, turning off the power and locking windows and doors when off-duty so as to guarantee a risk-free environment”. 1 score to deduct each time. Staff work overtime in center does not register on security guard’s records. 1 score to deduct for each person each time.
18	Arbitrary move of fixed assets in service lobby. 1 score each time. Arbitrary move, embezzlement of occupation of others’ property. 2 scores each time. Move the fixed assets of center or service offices in and out arbitrarily without approval or registration. 3 scores to deduct each time.
19	Improper keeping of files. 1 score each time. Carry secret documents into center without informing the Administrative Service Section leads to 3 scores deducted each time. Saving secret contents in computer in violation of regulations. 5 scores to deduct each time. Publicize secret content on internet. 10 scores deducted each time. Leakage of secrets leads to 10 scores deducted each time.
20	Other violations of *Regulations of Foshan Municipal Government Administrative Service Center* cause deduction of scores, with specific scores to deduct decided by evaluation panel
Total

4. Mutual performance evaluation of service offices

scores of mutual evaluation= average of mutual evaluation score－average of mutual evaluation score of service offices on the same floor

5. Comprehensive score= primary score+ scores added－scores to deduct+ scores of mutual evaluation

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