ICS号：03.080 中国标准文件分类：A12 团 体 标 准 “上海品牌”评价认证依据：公众物业 管理服务认证要求 “ShanghaiBrand”certificationcriteria：requirementsforservicecertification ofpublicpropertymanagement 2019-12-31发布 2019-12-31实施 上海市认证协会 上海市物业管理行业协会 联合发布T/CSCA120028-2019 全国团体标准信息平台 T/CSCA120028-2019 1目次 1范围.................................................................................................................................................................................3 2规范性引用文件.............................................................................................................................................................3 3术语和定义.....................................................................................................................................................................3 4服务要求.........................................................................................................................................................................4 4.1物业管理服务项目机构与人力资源配置要求..........................................................................................................4 4.2公众服务......................................................................................................................................................................5 4.3专项服务......................................................................................................................................................................8 4.4特定活动、客流与车流高峰保障服务......................................................................................................................8 4.5公共秩序维护..............................................................................................................................................................9 4.6环境与卫生................................................................................................................................................................10 4.7绿化养护....................................................................................................................................................................11 4.8建筑物及附属设施设备运行与维修保养................................................................................................................12 4.9突发公共事件应急处置............................................................................................................................................13 4.10服务质量检验方法..................................................................................................................................................14 5管理要求.......................................................................................................................................................................14 5.1通用要求....................................................................................................................................................................14 5.2特定要求....................................................................................................................................................................15 5.3基本要求....................................................................................................................................................................18 6服务认证评价...............................................................................................................................................................18 6.1认证准则....................................................................................................................................................................18 6.2认证模式....................................................................................................................................................................19 6.3认证结果....................................................................................................................................................................19 附录A（规范性附录）物业管理服务要求测评工具..............................................