GB/T 34680.6-2025 Evaluation model and general evaluation indicator system for smart cities―Part 6:Public service English, Anglais, Englisch, Inglés, えいご
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ICS 35.240.01
CCS L 70
National Standard of the People's Republic of China
GB/T 34680.6-2025
Evaluation model and general evaluation indicator system for smart cities - Part 6: Public service
智慧城市评价模型及基础评价指标体系 第6部分：公共服务
(English Translation)
Issue date: 2025-02-28 Implementation date: 2025-09-01
Issued by the State Administration for Market Regulation
the Standardization Administration of the People's Republic of China
Contents
Foreword
Introduction
1 Scope
2 Normative references
3 Terms and definitions
4 Public service evaluation indicator system framework
5 Indicator explanations
6 Indicator application guidelines
Annex A (Informative) Questionnaire for smart city public service evaluation
Bibliography
Evaluation model and general evaluation indicator system for smart cities - Part 6: Public service
1 Scope
This document establishes the framework of the evaluation indicator system for smart city public services, and provides explanations of public service evaluation indicators as well as guidelines for their application.
This document is applicable to the overall evaluation of smart city public services, and is also applicable to the planning, design and evaluation of smart city public service projects.
2 Normative references
The following documents contain requirements which, through reference in this text, constitute provisions of this document. For dated references, only the edition cited applies. For undated references, the latest edition of the referenced document (including any amendments) applies.
GB/T 34680.1 Evaluation model and general evaluation indicator system for smart cities - Part 1: General framework and requirements for developing evaluation sub-indicators
GB/T 35273 Information security technology - Personal information security specification
GB/T 37043 Smart city - Terminology
GB/T 37273 General principles for the evaluation of public service effect
GB/T 37973 Information security technology - Big data security management guide
3 Terms and definitions
The terms and definitions defined in GB/T 37043 and GB/T 37273 are applicable to this document.
4 Public service evaluation indicator system framework
In accordance with GB/T 34680.1 and combined with the characteristics of smart city public services, the first-level indicators of the smart city public service evaluation indicator system include service convenience, service richness, service coverage, service integration, service satisfaction, and service security. Each first-level indicator includes several second-level indicators. The framework of the smart city public service evaluation indicator system is shown in Figure 1.
5 Indicator explanations
5.1 Service convenience
5.1.1 Overview
The service convenience indicator is used to measure the ease with which users obtain urban public services through intelligent means, including service accessibility and guideline accuracy.
5.1.2 Service accessibility
The service accessibility indicator is used to measure the convenience of users obtaining smart city public service items online and offline, focusing on evaluating the provision methods and channels of online handling of smart city public service items, such as "full-process online handling", "cross-regional acceptance and handling on behalf", "multi-region joint handling", "one-stop handling of one matter", and "one-window service".
5.1.3 Guideline accuracy
The guideline accuracy indicator is used to measure the accuracy, detail and usability of the guiding information for the published elements of smart city public service handling guidelines, focusing on evaluating the readability, conciseness, completeness and effectiveness of the handling guidelines when users obtain public services through intelligent means.
5.2 Service richness
5.2.1 Overview
The service richness indicator is used to measure the diversity and flexibility of users' access to various urban public services, including service item richness, consultation channel richness, service entrance richness, and result delivery richness.
5.2.2 Service item richness
The service item richness indicator is used to measure the richness of intelligentization of public service items, focusing on evaluating the diversity of service items, including but not limited to public education, employment, social insurance, medical and health care, elderly care services, social services, housing security, culture and sports, and services for the disabled.
5.2.3 Consultation channel richness
The consultation channel richness indicator is used to measure the richness of channels for public service users to consult, inquire and provide feedback, focusing on evaluating the diversity of consultation and feedback channels, including but not limited to online government service platforms, public information terminals, and hotline platforms.
5.2.4 Service entrance richness
The service entrance richness indicator is used to measure the richness of access channels for smart city public services, focusing on evaluating the diversity of public service entrances, including but not limited to window handling (service halls), online handling, remote video, and self-service terminals.
5.2.5 Results delivery richness
The result delivery richness indicator is used to measure the richness of delivery methods for smart city public service handling results, focusing on evaluating the diversity of delivery methods for public service handling results, including but not limited to on-site issuance, express delivery, and online delivery.
5.3 Service coverage
5.3.1 Overview
The service coverage indicator is used to measure the coverage of target groups of smart city public services, including service terminal coverage and service inclusiveness.
5.3.2 Service terminal coverage
The service terminal coverage indicator is used to measure the balance and accessibility of smart city public service terminals, focusing on evaluating whether the number and spatial layout of smart city public service terminals meet the needs of service groups.
5.3.3 Service inclusiveness
The service inclusiveness indicator is used to measure the inclusive, basic and bottom-line service capabilities of smart city public services, focusing on evaluating whether groups with different incomes, regions, cultures, identities, genders, physical conditions, and digital literacy can obtain smart city public services fairly and without barriers.
