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| Guiding Opinions of the General Office of the State Council on Accelerating Development of Personal Service Industry and Promoting Upgrading of Consumption Structure | | 国务院办公厅关于加快发展生活性服务业促进消费结构升级的指导意见 |
| (No. 85 [2015] of the General Office of the State Council) | | （国办发〔2015〕85号） |
| The people's governments of all provinces, autonomous regions, and municipalities directly under the Central Government; all ministries and commissions of the State Council; and all institutions directly under the State Council: | | 各省、自治区、直辖市人民政府，国务院各部委、各直属机构： |
| The State Council attaches great importance to the development of the service sector. Over recent years, China's service sector has developed remarkably, become the largest sector of the national economy to provide employment, and played a continually enhanced role in stabilizing growth, promoting reform, adjusting the structure, and benefiting the people. At present, China is in a decisive stage in finishing building a moderately prosperous society in all respects, and economic and social development has new features of more relying on consumption and services. However, in general, the development of China's personal service industry is still relatively lagging behind, the problems such as insufficient effective supply, low quality, and the need to improve the consumption environment are outstanding, and there is an urgent need to accelerate development. On the other hand, the increase in residents' income has expanded the new consumption demand for personal service industry, the continual breakthroughs in information network technology has broadened the new channels for consumption of personal service industry, the implementation of major national strategies such as new urbanization has increased the new space for consumption of personal service industry, the public have ever-growing demand for personal service industry and continually rising requirements for service quality, and thus the consumption of personal service industry has great potential. | | 国务院高度重视发展服务业。近年来，我国服务业发展取得显著成效，成为国民经济和吸纳就业的第一大产业，稳增长、促改革、调结构、惠民生作用持续增强。当前我国进入全面建成小康社会的决胜阶段，经济社会发展呈现出更多依靠消费引领、服务驱动的新特征。但总体看，我国生活性服务业发展仍然相对滞后，有效供给不足、质量水平不高、消费环境有待改善等问题突出，迫切需要加快发展。与此同时，国民收入水平提升扩大了生活性服务消费新需求，信息网络技术不断突破拓展了生活性服务消费新渠道，新型城镇化等国家重大战略实施扩展了生活性服务消费新空间，人民群众对生活性服务的需要日益增长、对服务品质的要求不断提高，生活性服务消费蕴含巨大潜力。 |
| Life service industry is extensive in fields and wide in scope, involves all aspects of people's life, and is closely related to economic and social development. Accelerating the development of personal service industry is a major means to promote the shift in the impetus for economic growth, an important measure to achieve the quality and efficiency improvement and upgrading of the economy, and a significant means to guarantee and improve people's livelihood. For the purposes of speeding up the development of personal service industry and promoting the upgrading of the consumption structure, with the approval of the State Council, the following opinions are hereby offered. | | 生活性服务业领域宽、范围广，涉及人民群众生活的方方面面，与经济社会发展密切相关。加快发展生活性服务业，是推动经济增长动力转换的重要途径，实现经济提质增效升级的重要举措，保障和改善民生的重要手段。为加快发展生活性服务业、促进消费结构升级，经国务院同意，现提出以下意见。 |
| I. General requirements | | 一、总体要求 |
| 1. Guiding ideology. The spirit of the 18th CPC National Congress and the Second, Third, Fourth and Fifth Plenary Sessions of the 18th CPC Central Committee shall be fully implemented, the arrangements and requirements of the State Council shall be conscientiously implemented, the focus shall be on enhancing people's well-being and meeting people's ever-growing demand for personal service industry, the concept of life and consumption that advocates green and environmental protection, stresses quality, and pays attention to cultural connotation shall be vigorously promoted, policy support shall be innovated, new business types and modes of personal service industry shall be actively cultivated, and the quality and efficiency of personal service industry shall be comprehensively improved, so as to provide powerful support and continual impetus for expanding consumer demand against the new normal of economic development, stimulate economic growth, transform development methods, and promote social harmony. | | （一）指导思想。全面贯彻党的十八大和十八届二中、三中、四中、五中全会精神，认真落实国务院部署要求，以增进人民福祉、满足人民群众日益增长的生活性服务需要为主线，大力倡导崇尚绿色环保、讲求质量品质、注重文化内涵的生活消费理念，创新政策支持，积极培育生活性服务新业态新模式，全面提升生活性服务业质量和效益，为经济发展新常态下扩大消费需求、拉动经济增长、转变发展方式、促进社会和谐提供有力支撑和持续动力。 |
| 2. Basic principles. | | （二）基本原则。 |
| Adhering to a consumption-oriented approach and strengthening the market' ascendancy: Efforts shall be made to adapt to the new situation and new requirements of residents' consumption upgrading, the decisive role of the market in allocating resources shall be maximized, and the role of the government in developing plans, giving policy guidance and exercising market regulation shall be better used, so as to exploit consumption potential and improve market vitality. | | 坚持消费引领，强化市场主导。努力适应居民消费升级的新形势新要求，充分发挥市场配置资源的决定性作用，更好发挥政府规划、政策引导和市场监管的作用，挖掘消费潜力，增添市场活力。 |
| Adhering to highlighting priorities and driving holistic development: The classification guidance of personal service industry shall be strengthened, the focus shall be on key fields and weak links, policies shall be comprehensively implemented, forces shall be joined, key breakthroughs shall be made, and demonstration and ripple effects shall be heightened. | | 坚持突出重点，带动全面发展。加强生活性服务业分类指导，聚焦重点领域和薄弱环节，综合施策，形成合力，实现重点突破，增强示范带动效应。 |
| Adhering to innovating supply and promoting new consumption: The new opportunities brought by integration and development of industries shall be seized, the Internet, big data and cloud computing, among others, shall be used to promote innovation in business types, management and services, and diversified and customized potential service needs suitable for low, medium and high income groups shall be developed. | | 坚持创新供给，推动新型消费。抢抓产业跨界融合发展新机遇，运用互联网、大数据、云计算等推动业态创新、管理创新和服务创新，开发适合高中低不同收入群体的多样化、个性化潜在服务需求。 |
| Adhering to a quality-oriented approach and improve quality: The quality management system, quality supervision system and quality standard system of personal service industry shall be further improved, specialist development shall be promoted, cultural connotation shall be improved, and service brands shall be created. | | 坚持质量为本，提升品质水平。进一步健全生活性服务业质量管理体系、质量监督体系和质量标准体系，推动职业化发展，丰富文化内涵，打造服务品牌。 |
| Adhering to green development and changing consumption means: The construction of ecological civilization shall be strengthened, green service process and consumption means shall be promoted, the high-level development of personal service industry shall be boosted, and the transformation of lifestyles and the upgrading of consumption structure shall be accelerated. | | 坚持绿色发展，转变消费方式。加强生态文明建设，促进服务过程和消费方式绿色化，推动生活性服务业高水平发展，加快生活方式转变和消费结构升级。 |
| 3. Development orientations. With a focus on the general attention and urgent expectation of the people with respect to personal service industry, the focus shall be on resolving the outstanding contradictions and problems in supply, demand and quality, and the development of facilitative, fine and quality personal service industry shall be promoted. | | （三）发展导向。围绕人民群众对生活性服务的普遍关注和迫切期待，着力解决供给、需求、质量方面存在的突出矛盾和问题，推动生活性服务业便利化、精细化、品质化发展。 |
| (1) Increasing the effective supply of services. Various market participants shall be encouraged, based on development trends such as resident income levels, demographics, and consumption upgrading, to innovate service business types and business models, optimize service supply, increase short services, and develop new services. The urban personal service industry shall follow the development requirements of industry and city integration, industry integration and fitness for living and industries, scientifically plan industry space orientation, reasonably arrange outlets, and improve the service system. The rural personal service industry shall focus on improving essential conditions and meeting farmers' demand, urban personal service industry networks shall be encouraged to extend to rural areas, the construction of information infrastructure such as rural broadband and wireless networks shall be accelerated, and e-commerce and express delivery services shall be promoted in expanding to rural areas, so as to enable urban areas to assist rural areas and change the laggard personal service industry in rural areas as soon as possible. | | 1.增加服务有效供给。鼓励各类市场主体根据居民收入水平、人口结构和消费升级等发展趋势，创新服务业态和商业模式，优化服务供给，增加短缺服务，开发新型服务。城市生活性服务业要遵循产城融合、产业融合和宜居宜业的发展要求，科学规划产业空间定位，合理布局网点，完善服务体系。农村生活性服务业要以改善基础条件、满足农民需求为重点，鼓励城镇生活性服务业网络向农村延伸，加快农村宽带、无线网络等信息基础设施建设步伐，推动电子商务和快递服务下乡进村入户，以城带乡，尽快改变农村生活性服务业落后面貌。 |
| (2) Increasing consumers' demand for services. The personal services in each link from people's clothing, food, housing and travel to physical and mental health and from birth to elderly care shall be developed in depth, the new demand of the general public shall be satisfied, the new demand in the upgrading of the consumption structure shall be met, new service consumption markets shall be actively developed, the network consumption field shall be further expanded, online and offline integration shall be accelerated, new service consumption shall be cultivated, and the growth of emerging industries shall be promoted. The construction of personal service infrastructure shall be strengthened, design concepts shall be innovated, and the humanistic spirit shall be displayed. The management of services shall be improved, the dimensions of services shall be expanded, the links of services shall be more elaborate, the chains of services shall be extended, and smart services shall be developed. Modern information technology such as the Internet shall be actively used to improve the processes of services and increase consumption options. Consumers' demand for information shall be cultivated, and the contents of information consumption shall be enriched. The consumption environment for personal services shall be improved, the regulatory and supervisory management of services shall be strengthened, and the consumer rights and interests protection system shall be improved. The development potential of China's traditional culture, folk customs and regional characteristics shall be exploited in depth, the export of personal services shall be promoted, and the international market shall be developed. | | 2.扩大服务消费需求。深度开发人民群众从衣食住行到身心健康、从出生到终老各个阶段各个环节的生活性服务，满足大众新需求，适应消费结构升级新需要，积极开发新的服务消费市场，进一步拓展网络消费领域，加快线上线下融合，培育新型服务消费，促进新兴产业成长。加强生活性服务基础设施建设，创新设计理念，体现人文精神。提升服务管理水平，拓展服务维度，精细服务环节，延伸服务链条，发展智慧服务。积极运用互联网等现代信息技术，改进服务流程，扩大消费选择。培育信息消费需求，丰富信息消费内容。改善生活性服务消费环境，加强服务规范和监督管理，健全消费者权益保护体系。深度挖掘我国传统文化、民俗风情和区域特色的发展潜力，促进生活性服务“走出去”，开拓国际市场。 |
| (3) Improving the quality of services. A good atmosphere in which the whole society attaches importance to service quality shall be created, and a “Service from China” brand shall be developed. Service companies shall be encouraged to regard service quality as the foundation of their business, adhere to quality first and operation of integrity, heighten their awareness of responsibility for quality, and develop service standards and specifications. The professional development of the personal service industry shall be advanced, and enterprises shall be encouraged to strengthen staff training to enhance the professionalism stressing devotion and professional skills and improve professional quality. New ideas and technologies shall be actively applied to improve service quality. The quality development environment shall be optimized, and the service quality management system and customer satisfaction evaluation system shall be refined. | | 3.提升服务质量水平。营造全社会重视服务质量的良好氛围，打造“中国服务”品牌。鼓励服务企业将服务质量作为立业之本，坚持质量第一、诚信经营，强化质量责任意识，制定服务标准和规范。推进生活性服务业职业化发展，鼓励企业加强员工培训，增强爱岗敬业的职业精神和专业技能，提高职业素质。积极运用新理念和新技术，改进提高服务质量。优化质量发展环境，完善服务质量治理体系和顾客满意度测评体系。 |
| Every endeavor shall be made for a period to achieve: the continual expansion of the holistic size of the personal service industry and the continual cultivation and growth of new business types and new models; the further improvement of personal service infrastructure and the incremental enhancement of the functions of public service platforms; the increasing improvement of urban areas assisting rural areas and urban and rural areas interactive development mechanisms, a more balanced regional structure, and significant progress in consumption upgrading; and the significant improvement of the consumption environment, further improvement of the quality governance system, the manifest acceleration of the professional process, the improvement of service quality and service brands, and the satisfaction of both domestic and foreign customers. | | 经过一个时期的努力，力争实现生活性服务业总体规模持续扩大，新业态、新模式不断培育成长；生活性服务基础设施进一步完善，公共服务平台功能逐步增强；以城带乡和城乡互动发展机制日益完善，区域结构更加均衡，消费升级取得重大进展；消费环境明显改善，质量治理体系进一步健全，职业化进程显著加快，服务质量和服务品牌双提升，国内顾客和国外顾客双满意。 |
| II. Primary tasks | | 二、主要任务 |
| In the near future, the focus shall be on developing personal service fields that closely serve people in their lives and have a great potential for demand a strong ripple effect, driving personal service consumption to make a shift from living, conventional, and material types to development, modern, and service-oriented types, and promoting and driving the development of other personal service fields. | | 今后一个时期，重点发展贴近服务人民群众生活、需求潜力大、带动作用强的生活性服务领域，推动生活消费方式由生存型、传统型、物质型向发展型、现代型、服务型转变，促进和带动其他生活性服务业领域发展。 |
| 1. Resident and household services. The urban and rural resident and household service system shall be improved, the multi-level and multi-form development of the household service market shall be promoted, and residents' demand for personal services in the aspects of supply size and service quality shall be satisfied. Household service enterprises shall be guided in providing specialist personal services through multiple channels and in various forms, scale-based operation and network-oriented development shall be advanced, and a number of well-known household service brands shall be created. Public platforms of household services shall be consolidated, enriched and upgraded, and service networks shall be improved, so as to achieve multiple functions through one network and cross-regional services and use the role of the platform in guiding and supporting urban and rural personal services. Community service outlets shall be improved, personal services such as infant care, nursing, beauty salons, dyeing, and maintenance of home appliances and other daily necessities shall be provided by various means, and the well-regulated and standard development of real estate agency, building leasing and operation, property management, moving and cleaning, home-use vehicle maintenance, and other personal services shall be promoted. The establishment of comprehensive service outlets in rural areas shall be encouraged to improve the living facilitation for rural residents. | | （一）居民和家庭服务。健全城乡居民家庭服务体系，推动家庭服务市场多层次、多形式发展，在供给规模和服务质量方面基本满足居民生活性服务需求。引导家庭服务企业多渠道、多业态提供专业化的生活性服务，推进规模经营和网络化发展，创建一批知名家庭服务品牌。整合、充实、升级家庭服务业公共平台，健全服务网络，实现一网多能、跨区域服务，发挥平台对城乡生活性服务业的引导和支撑作用。完善社区服务网点，多方式提供婴幼儿看护、护理、美容美发、洗染、家用电器及其他日用品修理等生活性服务，推动房地产中介、房屋租赁经营、物业管理、搬家保洁、家用车辆保养维修等生活性服务规范化、标准化发展。鼓励在乡村建立综合性服务网点，提高农村居民生活便利化水平。 |
| 2. Health services. With a focus on improving or raising the health literacy and level of the general public, a health service system covering the whole life cycle, with rich business types and a reasonable structure, shall be gradually established. The development of diversified health services such as health checkups, health consulting, health culture, health tourism, and sporting and fitness shall be encouraged. The quality of medical services shall be actively improved, the allocation of medical resources shall be optimized, the unreasonable restrictions on social medical facilities shall be removed, and the formation of a diversified medical facility pattern shall be accelerated. The development of professional and well-regulated care services shall be promoted. Chinese medicine and health services shall be comprehensively developed, scientific and well-regulated Chinese health care knowledge and products shall be promoted, Chinese medicine and health service capabilities shall be improved, the technological means for Chinese medicine and health services shall be innovated, and the kinds of Chinese medicine and health service products shall be increased. Medical institutions and elderly care institutions shall be driven to strengthen cooperation, and community-based health and elderly care shall be developed. The development of third-party health service survey and rating institutions such as medical service rating, health management service rating, and health market survey shall be supported, and health service industry clusters shall be cultivated. Health insurance shall be actively developed, commercial health insurance products shall be enriched, and diversified health insurance services shall be developed. | | （二）健康服务。围绕提升全民健康素质和水平，逐步建立覆盖全生命周期、业态丰富、结构合理的健康服务体系。鼓励发展健康体检、健康咨询、健康文化、健康旅游、体育健身等多样化健康服务。积极提升医疗服务品质，优化医疗资源配置，取消对社会办医的不合理限制，加快形成多元化办医格局。推动发展专业、规范的护理服务。全面发展中医药健康服务，推广科学规范的中医养生保健知识及产品，提升中医药健康服务能力，创新中医药健康服务技术手段，丰富中医药健康服务产品种类。推进医疗机构与养老机构加强合作，发展社区健康养老。支持医疗服务评价、健康管理服务评价、健康市场调查等第三方健康服务调查评价机构发展，培育健康服务产业集群。积极发展健康保险，丰富商业健康保险产品，发展多样化健康保险服务。 |
3. Elderly care services. With a focus on meeting the growing demand for elderly care services, service facilities shall be improved, the regulation of services shall be strengthened, and the construction level of the elderly care service system shall be raised. The integrated and innovative development of elderly care services and related industries shall be encouraged, and the development of elderly care services in basic living care, rehabilitation care, emotional comfort, cultural services, emergency relief, hospice care and other fields shall be promoted. Network information technology shall be actively used to develop emergency call, health consulting, on-behalf procurement of goods and other service programs suitable for the elderly, innovate the modes of home-based elderly care service, and improve the home-based elderly care service system. The advancement of the building of the elderly care giver team shall be accelerated, and vocational education and training for practitioners shall be strengthened. The education for the elderly shall be vigorously developed, the development of various types of senior universities and other educational institutions shall be supported, the supply of educational resources for the elderly shall be increased, and the combination of care and education shall be promoted. Specialist elderly care institutions shall be encouraged to use their own advantages to train and guide community elderly care service organizations and personnel. Social forces shall be directed to organize elderly care institutions, social capital shall be encouraged to enter the elderly care service industry by private management of government-backed establishments and other means, and overseas capital shall be encouraged to invest in the elderly care service industry. Exploration and innovation shall be encouraged, and methods of elderly care services that meet the actual needs in rural areas shall be actively developed.
．．．．．． | | （三）养老服务。以满足日益增长的养老服务需求为重点，完善服务设施，加强服务规范，提升养老服务体系建设水平。鼓励养老服务与相关产业融合创新发展，推动基本生活照料、康复护理、精神慰藉、文化服务、紧急救援、临终关怀等领域养老服务的发展。积极运用网络信息技术，发展紧急呼叫、健康咨询、物品代购等适合老年人的服务项目，创新居家养老服务模式，完善居家养老服务体系。加快推进养老护理员队伍建设，加强职业教育和从业人员培训。大力发展老年教育，支持各类老年大学等教育机构发展，扩大老年教育资源供给，促进养教结合。鼓励专业养老机构发挥自身优势，培训和指导社区养老服务组织和人员。引导社会力量举办养老机构，通过公建民营等方式鼓励社会资本进入养老服务业，鼓励境外资本投资养老服务业。鼓励探索创新，积极开发切合农村实际需求的养老服务方式。
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