ICS 03.022.20 CCS R 10 DB42 湖北省 地方标准 DB42/T 2185—2024 高速公路运营管理服务规范 Specification for operation management and service of expressway 2024 - 02 - 01发布 2024 - 03 - 01实施 湖北省市场监督管理局 发布 DB42/T 2185 —2024 I 目次 前言 ................................ ................................ ................ III 1 范围 ................................ ................................ ............... 1 2 规范性引用文件 ................................ ................................ ..... 1 3 术语和定义 ................................ ................................ ......... 1 4 基本要求 ................................ ................................ ........... 2 目标 ................................ ................................ ........... 2 运营管理 ................................ ................................ ....... 2 服务人员 ................................ ................................ ....... 2 设施设备 ................................ ................................ ....... 3 5 服务内容及要求 ................................ ................................ ..... 3 收费站服务 ................................ ................................ ..... 3 养护服务 ................................ ................................ ....... 4 出行信息服务 ................................ ................................ ... 5 清障救援服务 ................................ ................................ ... 6 服务区服务 ................................ ................................ ..... 6 6 客服服务与投诉处理 ................................ ................................ . 6 6.1 客服服务 ................................ ................................ ....... 6 6.2 投诉处理 ................................ ................................ ....... 6 7 服务评价与改进 ................................ ................................ ..... 7 服务评价 ................................ ................................ ....... 7 服务改进 ................................ ................................ ....... 7