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　　據文(wen)(wen)化(hua)和(he)旅游(you)部(bu)(bu)網站消(xiao)(xiao)息，文(wen)(wen)化(hua)和(he)旅游(you)部(bu)(bu)、國家(jia)發(fa)展改革委、財政部(bu)(bu)、自然資源部(bu)(bu)、住房城鄉(xiang)建設部(bu)(bu)、交通(tong)運(yun)輸部(bu)(bu)、農業農村部(bu)(bu)、應急(ji)管理部(bu)(bu)、國家(jia)消(xiao)(xiao)防(fang)救(jiu)援局等九部(bu)(bu)門近日印發(fa)《關于推進旅游(you)公(gong)共服務(wu)高(gao)質(zhi)量(liang)發(fa)展的指導意見》。

　　原文如下：

　　關于推進旅游公共服務高質量發展的指導意見

　　旅(lv)游(you)公(gong)(gong)共(gong)服(fu)務(wu)(wu)是推(tui)動現代(dai)旅(lv)游(you)業發(fa)(fa)展(zhan)的(de)重要內容，關系(xi)到廣大(da)游(you)客切身利益(yi)。為貫(guan)徹落實《中(zhong)華人(ren)民(min)共(gong)和(he)國旅(lv)游(you)法(fa)》和(he)國務(wu)(wu)院印發(fa)(fa)的(de)《“十(shi)四(si)五”旅(lv)游(you)業發(fa)(fa)展(zhan)規劃》，持續(xu)推(tui)進旅(lv)游(you)公(gong)(gong)共(gong)服(fu)務(wu)(wu)高質量發(fa)(fa)展(zhan)，提出如下意見。

　　一、總體要求

　　以習近(jin)(jin)平(ping)新(xin)時代(dai)中(zhong)國特色社會主義(yi)思想(xiang)為(wei)(wei)(wei)指導(dao)，全面貫徹落實黨(dang)的二(er)十大(da)精神，深入學習貫徹習近(jin)(jin)平(ping)文化思想(xiang)，以習近(jin)(jin)平(ping)總書記關于旅游(you)(you)(you)發展(zhan)的重要論(lun)述和重要指示(shi)精神為(wei)(wei)(wei)根(gen)本遵循(xun)，踐行以人民(min)為(wei)(wei)(wei)中(zhong)心(xin)的發展(zhan)理念(nian)，圍繞國家重大(da)發展(zhan)戰略，以重大(da)項目為(wei)(wei)(wei)抓手，聚焦重點地(di)區、重點環節、重點時段(duan)，集中(zhong)力(li)量解決(jue)旅游(you)(you)(you)公共(gong)服務領域的短板和弱(ruo)項，穩步(bu)提(ti)升(sheng)保障能(neng)力(li)，完善供給(gei)體系，持續提(ti)高(gao)旅游(you)(you)(you)公共(gong)服務水平(ping)，為(wei)(wei)(wei)旅游(you)(you)(you)業高(gao)質量發展(zhan)提(ti)供有力(li)支撐，不斷滿足(zu)人民(min)日益(yi)增長的美好生活需要。

　　利用3到5年時間，基本建成(cheng)結構完備、標準(zhun)健(jian)全、運行順暢、優質(zhi)高效，與旅游業高質(zhi)量發展相匹(pi)配的旅游公(gong)共服(fu)務(wu)體(ti)系，旅游公(gong)共服(fu)務(wu)有效供給(gei)明顯(xian)擴大，服(fu)務(wu)效能(neng)明顯(xian)提升，對薄弱領域、高峰時段(duan)和(he)特殊人群的服(fu)務(wu)保障能(neng)力(li)明顯(xian)增強(qiang)，人民(min)群眾(zhong)對旅游公(gong)共服(fu)務(wu)的滿意(yi)度明顯(xian)提高。

　　二、主要任務

　　（一）優化(hua)旅游公共信息服務

　　1.優化線下旅(lv)(lv)(lv)游(you)(you)(you)服(fu)(fu)(fu)(fu)務(wu)(wu)(wu)中(zhong)(zhong)心(xin)布(bu)局。推動(dong)(dong)實施旅(lv)(lv)(lv)游(you)(you)(you)咨詢(xun)服(fu)(fu)(fu)(fu)務(wu)(wu)(wu)拓展工程。制定旅(lv)(lv)(lv)游(you)(you)(you)服(fu)(fu)(fu)(fu)務(wu)(wu)(wu)中(zhong)(zhong)心(xin)相關標準，進一步明(ming)確旅(lv)(lv)(lv)游(you)(you)(you)服(fu)(fu)(fu)(fu)務(wu)(wu)(wu)中(zhong)(zhong)心(xin)定位，完善信(xin)息(xi)咨詢(xun)、宣傳展示、投訴、便(bian)民等服(fu)(fu)(fu)(fu)務(wu)(wu)(wu)功能(neng)。以提升(sheng)和(he)改造既有(you)設施為(wei)主(zhu)，打造一批互動(dong)(dong)性強、體(ti)(ti)驗感好、主(zhu)客共享(xiang)的新型(xing)旅(lv)(lv)(lv)游(you)(you)(you)服(fu)(fu)(fu)(fu)務(wu)(wu)(wu)中(zhong)(zhong)心(xin)。積極推動(dong)(dong)旅(lv)(lv)(lv)游(you)(you)(you)服(fu)(fu)(fu)(fu)務(wu)(wu)(wu)中(zhong)(zhong)心(xin)和(he)旅(lv)(lv)(lv)游(you)(you)(you)集散中(zhong)(zhong)心(xin)一體(ti)(ti)化建(jian)設，重點(dian)推動(dong)(dong)旅(lv)(lv)(lv)游(you)(you)(you)信(xin)息(xi)服(fu)(fu)(fu)(fu)務(wu)(wu)(wu)進機場、車站、碼頭、高速(su)公路服(fu)(fu)(fu)(fu)務(wu)(wu)(wu)區。鼓勵(li)有(you)條件的地(di)區在酒店(dian)大堂、便(bian)利店(dian)、租車點(dian)等設置旅(lv)(lv)(lv)游(you)(you)(you)信(xin)息(xi)咨詢(xun)點(dian)。

　　2.加強線上(shang)旅(lv)游公(gong)共信息(xi)服(fu)務。推動實施智(zhi)(zhi)慧(hui)旅(lv)游公(gong)共服(fu)務平臺建設(she)工程。支(zhi)持旅(lv)游目的(de)地政(zheng)府建設(she)內容全面、信息(xi)準確、更新及時、便于查(cha)詢的(de)智(zhi)(zhi)慧(hui)旅(lv)游公(gong)共服(fu)務平臺，鼓勵在政(zheng)府門戶網(wang)站、官方公(gong)眾號、小程序(xu)中(zhong)設(she)置(zhi)旅(lv)游信息(xi)咨詢專欄。推動各地充分(fen)運(yun)用人工智(zhi)(zhi)能技術，積極探索旅(lv)游公(gong)共信息(xi)智(zhi)(zhi)能問(wen)答服(fu)務。

　　3.加強(qiang)旅游(you)(you)公共(gong)信(xin)(xin)(xin)息(xi)(xi)服務(wu)(wu)資源整合。加強(qiang)省市縣之間旅游(you)(you)公共(gong)信(xin)(xin)(xin)息(xi)(xi)服務(wu)(wu)縱向聯動，健(jian)全信(xin)(xin)(xin)息(xi)(xi)采(cai)集、上(shang)傳、發布機制。推動文化(hua)和旅游(you)(you)與交通運輸、氣象、體育、水利(li)、能源、應急管理、消防(fang)、市場監管等(deng)跨部門、跨行業的公共(gong)信(xin)(xin)(xin)息(xi)(xi)數(shu)據共(gong)享，強(qiang)化(hua)旅游(you)(you)交通路(lu)況(kuang)、景區客流預(yu)警(jing)、氣象預(yu)報預(yu)警(jing)、災(zai)害預(yu)警(jing)、重要節慶賽事、旅游(you)(you)經(jing)營單位(wei)及從業人員信(xin)(xin)(xin)用狀(zhuang)況(kuang)和服務(wu)(wu)質量等(deng)重要旅游(you)(you)公共(gong)信(xin)(xin)(xin)息(xi)(xi)的發布，提前(qian)預(yu)報，及時(shi)預(yu)警(jing)，科(ke)學引(yin)導群眾(zhong)錯(cuo)峰出游(you)(you)。

　　（二）完善旅游公共交(jiao)通(tong)服務

　　4.加強(qiang)旅(lv)(lv)(lv)(lv)(lv)游(you)(you)(you)(you)(you)交(jiao)通(tong)(tong)(tong)基(ji)礎設(she)(she)(she)(she)施建(jian)設(she)(she)(she)(she)。推(tui)動(dong)各(ge)(ge)地(di)(di)將干線(xian)公路(lu)(lu)(lu)與A級旅(lv)(lv)(lv)(lv)(lv)游(you)(you)(you)(you)(you)景(jing)(jing)(jing)區(qu)、旅(lv)(lv)(lv)(lv)(lv)游(you)(you)(you)(you)(you)度(du)假區(qu)、紅色(se)旅(lv)(lv)(lv)(lv)(lv)游(you)(you)(you)(you)(you)景(jing)(jing)(jing)點(dian)、鄉村(cun)旅(lv)(lv)(lv)(lv)(lv)游(you)(you)(you)(you)(you)重點(dian)村(cun)鎮、美麗休閑(xian)鄉村(cun)、夜間文化(hua)(hua)和旅(lv)(lv)(lv)(lv)(lv)游(you)(you)(you)(you)(you)消費集聚區(qu)、丙(bing)級以上旅(lv)(lv)(lv)(lv)(lv)游(you)(you)(you)(you)(you)民宿之間的(de)(de)(de)(de)連接道(dao)(dao)(dao)路(lu)(lu)(lu)建(jian)設(she)(she)(she)(she)納入交(jiao)通(tong)(tong)(tong)建(jian)設(she)(she)(she)(she)規劃(hua)，支(zhi)持有(you)條件的(de)(de)(de)(de)地(di)(di)區(qu)形成連接主(zhu)要旅(lv)(lv)(lv)(lv)(lv)游(you)(you)(you)(you)(you)區(qu)（點(dian)）的(de)(de)(de)(de)旅(lv)(lv)(lv)(lv)(lv)游(you)(you)(you)(you)(you)交(jiao)通(tong)(tong)(tong)環線(xian)。推(tui)動(dong)各(ge)(ge)地(di)(di)建(jian)設(she)(she)(she)(she)一批(pi)各(ge)(ge)具特色(se)、功能(neng)完備的(de)(de)(de)(de)自(zi)行車道(dao)(dao)(dao)、步道(dao)(dao)(dao)等(deng)旅(lv)(lv)(lv)(lv)(lv)游(you)(you)(you)(you)(you)綠(lv)道(dao)(dao)(dao)。支(zhi)持旅(lv)(lv)(lv)(lv)(lv)游(you)(you)(you)(you)(you)航道(dao)(dao)(dao)建(jian)設(she)(she)(she)(she)。推(tui)動(dong)打造(zao)一批(pi)旅(lv)(lv)(lv)(lv)(lv)游(you)(you)(you)(you)(you)公路(lu)(lu)(lu)。實(shi)施國(guo)家旅(lv)(lv)(lv)(lv)(lv)游(you)(you)(you)(you)(you)風景(jing)(jing)(jing)道(dao)(dao)(dao)工(gong)程，制(zhi)定國(guo)家旅(lv)(lv)(lv)(lv)(lv)游(you)(you)(you)(you)(you)風景(jing)(jing)(jing)道(dao)(dao)(dao)標(biao)(biao)(biao)準(zhun)，在(zai)保障安全通(tong)(tong)(tong)行的(de)(de)(de)(de)前(qian)提下推(tui)出一批(pi)配套(tao)服(fu)務好(hao)、道(dao)(dao)(dao)路(lu)(lu)(lu)風景(jing)(jing)(jing)美、文化(hua)(hua)特色(se)鮮(xian)明(ming)的(de)(de)(de)(de)國(guo)家旅(lv)(lv)(lv)(lv)(lv)游(you)(you)(you)(you)(you)風景(jing)(jing)(jing)道(dao)(dao)(dao)。實(shi)施旅(lv)(lv)(lv)(lv)(lv)游(you)(you)(you)(you)(you)標(biao)(biao)(biao)識標(biao)(biao)(biao)牌建(jian)設(she)(she)(she)(she)工(gong)程。結合周邊(bian)旅(lv)(lv)(lv)(lv)(lv)游(you)(you)(you)(you)(you)資(zi)源，按照(zhao)相關標(biao)(biao)(biao)準(zhun)規范(fan)要求，因地(di)(di)制(zhi)宜在(zai)交(jiao)通(tong)(tong)(tong)基(ji)礎設(she)(she)(she)(she)施中(zhong)設(she)(she)(she)(she)置相應(ying)旅(lv)(lv)(lv)(lv)(lv)游(you)(you)(you)(you)(you)引(yin)(yin)導標(biao)(biao)(biao)識標(biao)(biao)(biao)牌，切實(shi)提升標(biao)(biao)(biao)識標(biao)(biao)(biao)牌的(de)(de)(de)(de)規范(fan)性、辨識度(du)和文化(hua)(hua)內涵，支(zhi)持各(ge)(ge)地(di)(di)探索智(zhi)能(neng)化(hua)(hua)旅(lv)(lv)(lv)(lv)(lv)游(you)(you)(you)(you)(you)標(biao)(biao)(biao)識建(jian)設(she)(she)(she)(she)。鼓(gu)勵在(zai)高速公路(lu)(lu)(lu)或(huo)城(cheng)市快速路(lu)(lu)(lu)設(she)(she)(she)(she)置4A級及以上旅(lv)(lv)(lv)(lv)(lv)游(you)(you)(you)(you)(you)景(jing)(jing)(jing)區(qu)旅(lv)(lv)(lv)(lv)(lv)游(you)(you)(you)(you)(you)指引(yin)(yin)標(biao)(biao)(biao)志，在(zai)普通(tong)(tong)(tong)省干線(xian)公路(lu)(lu)(lu)、農村(cun)公路(lu)(lu)(lu)、城(cheng)市道(dao)(dao)(dao)路(lu)(lu)(lu)設(she)(she)(she)(she)置3A級及以上旅(lv)(lv)(lv)(lv)(lv)游(you)(you)(you)(you)(you)景(jing)(jing)(jing)區(qu)旅(lv)(lv)(lv)(lv)(lv)游(you)(you)(you)(you)(you)指引(yin)(yin)標(biao)(biao)(biao)志。

　　5.提(ti)升旅(lv)(lv)游(you)(you)(you)(you)(you)交通(tong)公(gong)共服(fu)(fu)務(wu)(wu)(wu)(wu)設(she)(she)施建(jian)(jian)設(she)(she)和(he)管理(li)水平。推(tui)動(dong)實(shi)施旅(lv)(lv)游(you)(you)(you)(you)(you)集(ji)散中心改造提(ti)升工(gong)程。依托機(ji)場(chang)、高鐵站、大(da)型客(ke)運碼(ma)頭、汽車客(ke)運站等交通(tong)樞紐，新(xin)建(jian)(jian)、改造一(yi)批(pi)旅(lv)(lv)游(you)(you)(you)(you)(you)集(ji)散中心，完善旅(lv)(lv)游(you)(you)(you)(you)(you)集(ji)散中心游(you)(you)(you)(you)(you)客(ke)換(huan)乘、旅(lv)(lv)游(you)(you)(you)(you)(you)客(ke)運專(zhuan)線、接駁接送(song)、聯程聯運、客(ke)運專(zhuan)班、汽車租賃(lin)、票務(wu)(wu)(wu)(wu)代理(li)、信息咨(zi)詢(xun)、文化展示等功能(neng)。拓(tuo)展跨區(qu)域旅(lv)(lv)游(you)(you)(you)(you)(you)集(ji)散服(fu)(fu)務(wu)(wu)(wu)(wu)。促進旅(lv)(lv)游(you)(you)(you)(you)(you)集(ji)散中心線上(shang)線下業務(wu)(wu)(wu)(wu)融合發展。鼓(gu)勵各地建(jian)(jian)設(she)(she)一(yi)批(pi)服(fu)(fu)務(wu)(wu)(wu)(wu)于旅(lv)(lv)游(you)(you)(you)(you)(you)區(qu)（點(dian)）的(de)旅(lv)(lv)游(you)(you)(you)(you)(you)停(ting)(ting)車場(chang)，加大(da)生態停(ting)(ting)車場(chang)和(he)立體停(ting)(ting)車場(chang)建(jian)(jian)設(she)(she)力度(du)，完善停(ting)(ting)車場(chang)充(chong)電樁等新(xin)能(neng)源服(fu)(fu)務(wu)(wu)(wu)(wu)設(she)(she)施，探(tan)索推(tui)廣(guang)智(zhi)能(neng)化停(ting)(ting)車服(fu)(fu)務(wu)(wu)(wu)(wu)。推(tui)動(dong)各地在旅(lv)(lv)游(you)(you)(you)(you)(you)高峰期，面向游(you)(you)(you)(you)(you)客(ke)自駕(jia)(jia)車和(he)旅(lv)(lv)游(you)(you)(you)(you)(you)大(da)巴增設(she)(she)更多臨時停(ting)(ting)靠點(dian)。拓(tuo)展高速公(gong)路(lu)服(fu)(fu)務(wu)(wu)(wu)(wu)區(qu)文化和(he)旅(lv)(lv)游(you)(you)(you)(you)(you)公(gong)共服(fu)(fu)務(wu)(wu)(wu)(wu)功能(neng)，形成一(yi)批(pi)特色主題服(fu)(fu)務(wu)(wu)(wu)(wu)區(qu)。推(tui)動(dong)有(you)條件的(de)國省干(gan)線公(gong)路(lu)在保障道路(lu)交通(tong)安全通(tong)暢的(de)前提(ti)下，增設(she)(she)旅(lv)(lv)游(you)(you)(you)(you)(you)驛站、觀景臺、自駕(jia)(jia)車旅(lv)(lv)居車營地、廁所等服(fu)(fu)務(wu)(wu)(wu)(wu)設(she)(she)施。

　　6.優(you)化(hua)(hua)旅(lv)(lv)(lv)(lv)游(you)(you)(you)交通(tong)運輸服務(wu)。優(you)化(hua)(hua)配置重(zhong)點旅(lv)(lv)(lv)(lv)游(you)(you)(you)城(cheng)市(shi)列(lie)車(che)班次(ci)，增開(kai)重(zhong)點旅(lv)(lv)(lv)(lv)游(you)(you)(you)城(cheng)市(shi)和(he)旅(lv)(lv)(lv)(lv)游(you)(you)(you)目的(de)地旅(lv)(lv)(lv)(lv)游(you)(you)(you)專列(lie)，增加旅(lv)(lv)(lv)(lv)游(you)(you)(you)城(cheng)市(shi)與主要(yao)客源地之間航(hang)線航(hang)班，增加旅(lv)(lv)(lv)(lv)游(you)(you)(you)旺季航(hang)班配置，鼓勵(li)有條件(jian)的(de)地方增開(kai)重(zhong)要(yao)旅(lv)(lv)(lv)(lv)游(you)(you)(you)區(qu)（點）直通(tong)車(che)和(he)旅(lv)(lv)(lv)(lv)游(you)(you)(you)公交專線，在(zai)旅(lv)(lv)(lv)(lv)游(you)(you)(you)景點增設(she)(she)公交站點。完善自駕車(che)旅(lv)(lv)(lv)(lv)游(you)(you)(you)服務(wu)體系。積極推(tui)動旅(lv)(lv)(lv)(lv)游(you)(you)(you)交通(tong)聯程聯運。支持重(zhong)點旅(lv)(lv)(lv)(lv)游(you)(you)(you)城(cheng)市(shi)開(kai)通(tong)具有當地文化(hua)(hua)特色(se)、體驗感強的(de)旅(lv)(lv)(lv)(lv)游(you)(you)(you)觀光巴(ba)士線路。支持國內水路旅(lv)(lv)(lv)(lv)游(you)(you)(you)客運精(jing)品航(hang)線的(de)建設(she)(she)和(he)發展。加強交通(tong)管理和(he)智慧交通(tong)技術運用，緩解(jie)旅(lv)(lv)(lv)(lv)游(you)(you)(you)高峰(feng)期擁堵問題。

　　（三）強化旅游應急救援服務(wu)

　　7.加強旅(lv)(lv)游(you)(you)(you)(you)應急(ji)救(jiu)援機制(zhi)建設。推動各地(di)將(jiang)旅(lv)(lv)游(you)(you)(you)(you)應急(ji)管(guan)理納入政府應急(ji)管(guan)理體系(xi)，健全(quan)(quan)部門聯動的(de)旅(lv)(lv)游(you)(you)(you)(you)安(an)全(quan)(quan)應急(ji)救(jiu)援機制(zhi)，落(luo)實旅(lv)(lv)游(you)(you)(you)(you)經營單位安(an)全(quan)(quan)主體責任，制(zhi)定旅(lv)(lv)游(you)(you)(you)(you)應急(ji)預案(an)，建立(li)旅(lv)(lv)游(you)(you)(you)(you)突發(fa)事件應對(dui)機制(zhi)，強化(hua)預警與應急(ji)響應聯動。強化(hua)旅(lv)(lv)游(you)(you)(you)(you)重點領域和關鍵(jian)環節的(de)安(an)全(quan)(quan)管(guan)理。

　　8.優(you)化旅(lv)游應(ying)急救(jiu)(jiu)援設(she)(she)(she)施設(she)(she)(she)備(bei)(bei)(bei)(bei)布局(ju)。推(tui)動旅(lv)游區(qu)(qu)（點(dian)）配(pei)置應(ying)急救(jiu)(jiu)援報警(jing)裝置，完善(shan)安全設(she)(she)(she)施設(she)(she)(she)備(bei)(bei)(bei)(bei)配(pei)備(bei)(bei)(bei)(bei)，加強消防(fang)(fang)車(che)道、自(zi)動噴水(shui)滅(mie)火系統、消火栓、消防(fang)(fang)水(shui)源等消防(fang)(fang)設(she)(she)(she)施建設(she)(she)(she)改(gai)造。推(tui)動在游客集(ji)中的旅(lv)游區(qu)(qu)（點(dian)）設(she)(she)(she)置醫(yi)(yi)療(liao)救(jiu)(jiu)助(zhu)站、急救(jiu)(jiu)點(dian)，有條件的地方配(pei)備(bei)(bei)(bei)(bei)急救(jiu)(jiu)箱、自(zi)動體外除顫(zhan)儀（AED）、應(ying)急救(jiu)(jiu)護一(yi)體機(ji)等急救(jiu)(jiu)設(she)(she)(she)備(bei)(bei)(bei)(bei)設(she)(she)(she)施。推(tui)動高(gao)原(yuan)缺氧(yang)地區(qu)(qu)旅(lv)游區(qu)(qu)（點(dian)）、賓館酒店配(pei)備(bei)(bei)(bei)(bei)供氧(yang)設(she)(she)(she)施設(she)(she)(she)備(bei)(bei)(bei)(bei)。指導A級旅(lv)游景(jing)區(qu)(qu)就近與縣(xian)級以(yi)上綜合醫(yi)(yi)院(yuan)建立定向協作救(jiu)(jiu)援機(ji)制，提(ti)高(gao)院(yuan)前醫(yi)(yi)療(liao)急救(jiu)(jiu)能力。

　　9.增強旅(lv)(lv)游(you)應急(ji)救援(yuan)的社會參與。引導各地用(yong)好旅(lv)(lv)行社責(ze)任保險的應急(ji)救援(yuan)服務功能，鼓勵游(you)客購買(mai)附加救援(yuan)服務的旅(lv)(lv)游(you)意外險。支(zhi)持各地廣泛開展旅(lv)(lv)游(you)安(an)全宣傳教(jiao)育(yu)，將旅(lv)(lv)游(you)安(an)全與應急(ji)知識(shi)教(jiao)育(yu)納入旅(lv)(lv)游(you)職業(ye)教(jiao)育(yu)和旅(lv)(lv)游(you)從業(ye)人員(yuan)在(zai)職培訓內容(rong)，提高旅(lv)(lv)游(you)從業(ye)人員(yuan)安(an)全意識(shi)和應急(ji)救助(zhu)技能。

　　（四）加強旅游(you)惠(hui)民便民服務

　　10.開展(zhan)形式多樣(yang)的旅(lv)(lv)(lv)游惠民便(bian)民活動。鼓(gu)勵各地積極探索實施(shi)旅(lv)(lv)(lv)游消(xiao)(xiao)(xiao)費(fei)惠民舉措，有效(xiao)(xiao)釋(shi)放旅(lv)(lv)(lv)游消(xiao)(xiao)(xiao)費(fei)潛力。鼓(gu)勵各地聯合舉辦(ban)旅(lv)(lv)(lv)游消(xiao)(xiao)(xiao)費(fei)促(cu)進活動，通(tong)過聯合發行旅(lv)(lv)(lv)游消(xiao)(xiao)(xiao)費(fei)一卡通(tong)等(deng)方式，促(cu)進游客(ke)跨區域流動。廣泛開展(zhan)旅(lv)(lv)(lv)游知識(shi)公(gong)益(yi)教育(yu)，推動旅(lv)(lv)(lv)游知識(shi)教育(yu)進校(xiao)園、進社(she)區。完善旅(lv)(lv)(lv)游投訴受理(li)(li)機制(zhi)(zhi)，提高游客(ke)投訴處理(li)(li)效(xiao)(xiao)率。優化旅(lv)(lv)(lv)游糾紛調解機制(zhi)(zhi)，保護游客(ke)切身利益(yi)。制(zhi)(zhi)定(ding)旅(lv)(lv)(lv)游志愿服(fu)務(wu)(wu)管(guan)理(li)(li)辦(ban)法，加快建立旅(lv)(lv)(lv)游志愿服(fu)務(wu)(wu)管(guan)理(li)(li)和激勵機制(zhi)(zhi)，引導各地常態化開展(zhan)旅(lv)(lv)(lv)游志愿服(fu)務(wu)(wu)。

　　11.推(tui)動(dong)(dong)旅(lv)(lv)(lv)游(you)惠民(min)便民(min)設施(shi)建設改造。加強(qiang)(qiang)適(shi)應老(lao)年(nian)人(ren)、未成年(nian)人(ren)、孕嬰、殘疾人(ren)等(deng)群(qun)體需求的旅(lv)(lv)(lv)游(you)公共服(fu)務設施(shi)建設改造。完善智(zhi)慧旅(lv)(lv)(lv)游(you)適(shi)老(lao)化服(fu)務。推(tui)動(dong)(dong)旅(lv)(lv)(lv)游(you)區（點）配(pei)備(bei)(bei)無障礙(ai)旅(lv)(lv)(lv)游(you)設施(shi)。引(yin)導相關(guan)城(cheng)市(shi)及旅(lv)(lv)(lv)游(you)目(mu)的地(di)發(fa)展兒童友好旅(lv)(lv)(lv)游(you)公共服(fu)務。推(tui)動(dong)(dong)實施(shi)旅(lv)(lv)(lv)游(you)廁(ce)所(suo)(suo)(suo)質量提升工(gong)程。全(quan)面貫徹落實旅(lv)(lv)(lv)游(you)廁(ce)所(suo)(suo)(suo)國家標(biao)準。重(zhong)點加強(qiang)(qiang)中西部欠發(fa)達地(di)區，以及高寒、高海拔、缺(que)水、缺(que)電地(di)區旅(lv)(lv)(lv)游(you)廁(ce)所(suo)(suo)(suo)建設。加強(qiang)(qiang)移動(dong)(dong)廁(ce)所(suo)(suo)(suo)配(pei)備(bei)(bei)，有效(xiao)緩解旅(lv)(lv)(lv)游(you)高峰期“如廁(ce)難”問題。鼓勵(li)有條(tiao)件的旅(lv)(lv)(lv)游(you)活動(dong)(dong)場(chang)所(suo)(suo)(suo)開展智(zhi)慧旅(lv)(lv)(lv)游(you)廁(ce)所(suo)(suo)(suo)建設，持續推(tui)動(dong)(dong)旅(lv)(lv)(lv)游(you)廁(ce)所(suo)(suo)(suo)電子地(di)圖標(biao)注(zhu)工(gong)作。推(tui)動(dong)(dong)實施(shi)旅(lv)(lv)(lv)游(you)景區環境(jing)綜合(he)整治(zhi)工(gong)程。結合(he)鄉村(cun)振興、城(cheng)市(shi)更新、農村(cun)人(ren)居(ju)環境(jing)整治(zhi)提升等(deng)重(zhong)點工(gong)作，對旅(lv)(lv)(lv)游(you)景區及周邊環境(jing)進行(xing)全(quan)面整治(zhi)。

　　12.提(ti)(ti)升入境旅(lv)(lv)(lv)游(you)(you)(you)公共服(fu)務(wu)水平。加強入境游(you)(you)(you)客(ke)(ke)(ke)較(jiao)(jiao)為集中區(qu)域的(de)旅(lv)(lv)(lv)游(you)(you)(you)服(fu)務(wu)中心外(wai)語(yu)咨詢(xun)(xun)服(fu)務(wu)，提(ti)(ti)供(gong)必(bi)要的(de)中外(wai)文旅(lv)(lv)(lv)游(you)(you)(you)地圖、旅(lv)(lv)(lv)游(you)(you)(you)指(zhi)南等(deng)(deng)免費(fei)旅(lv)(lv)(lv)游(you)(you)(you)宣傳材料(liao)，完(wan)善旅(lv)(lv)(lv)游(you)(you)(you)服(fu)務(wu)中心“i”標識設(she)(she)置。鼓勵重(zhong)點(dian)旅(lv)(lv)(lv)游(you)(you)(you)城(cheng)市(shi)面(mian)向入境游(you)(you)(you)客(ke)(ke)(ke)提(ti)(ti)供(gong)外(wai)文版線上信息咨詢(xun)(xun)服(fu)務(wu)。在重(zhong)點(dian)旅(lv)(lv)(lv)游(you)(you)(you)城(cheng)市(shi)公共場所以及A級旅(lv)(lv)(lv)游(you)(you)(you)景(jing)區(qu)、旅(lv)(lv)(lv)游(you)(you)(you)度假區(qu)等(deng)(deng)開展外(wai)語(yu)標識牌(pai)規(gui)范化(hua)建設(she)(she)行(xing)動(dong)。推(tui)動(dong)入境游(you)(you)(you)客(ke)(ke)(ke)較(jiao)(jiao)多的(de)景(jing)區(qu)開發多語(yu)種預約界面(mian)，將護(hu)照等(deng)(deng)納入有效預約證件，并保(bao)留必(bi)要的(de)人(ren)工(gong)服(fu)務(wu)窗口。優化(hua)入境旅(lv)(lv)(lv)游(you)(you)(you)支付環(huan)境，加強相關(guan)軟硬件設(she)(she)施配備(bei)，暢通(tong)移動(dong)支付、銀(yin)行(xing)卡、現(xian)金等(deng)(deng)支付渠道，提(ti)(ti)升入境游(you)(you)(you)客(ke)(ke)(ke)線上線下購買文化(hua)和旅(lv)(lv)(lv)游(you)(you)(you)產品與服(fu)務(wu)的(de)支付體驗。推(tui)動(dong)入境游(you)(you)(you)客(ke)(ke)(ke)快速通(tong)關(guan)、住(zhu)宿登記、交(jiao)通(tong)出行(xing)、電(dian)信業務(wu)、生(sheng)活消費(fei)、景(jing)點(dian)預約等(deng)(deng)事務(wu)辦理(li)便(bian)利化(hua)。

　　（五）促(cu)進公(gong)共文(wen)化(hua)服務(wu)和旅(lv)游公(gong)共服務(wu)融(rong)合發展

　　13.促進文(wen)(wen)(wen)(wen)化和(he)旅(lv)(lv)(lv)(lv)游(you)(you)(you)(you)公(gong)共服(fu)務(wu)設施功能融(rong)合。鼓勵有條件(jian)的(de)地方推(tui)動公(gong)共圖(tu)書館、文(wen)(wen)(wen)(wen)化館（站）、基(ji)層綜合性文(wen)(wen)(wen)(wen)化服(fu)務(wu)中(zhong)(zhong)(zhong)心(xin)和(he)旅(lv)(lv)(lv)(lv)游(you)(you)(you)(you)服(fu)務(wu)中(zhong)(zhong)(zhong)心(xin)一(yi)體化建(jian)設。推(tui)動將閱讀、非遺展示、藝術(shu)表演等文(wen)(wen)(wen)(wen)化服(fu)務(wu)融(rong)入旅(lv)(lv)(lv)(lv)游(you)(you)(you)(you)服(fu)務(wu)中(zhong)(zhong)(zhong)心(xin)、旅(lv)(lv)(lv)(lv)游(you)(you)(you)(you)集散中(zhong)(zhong)(zhong)心(xin)等旅(lv)(lv)(lv)(lv)游(you)(you)(you)(you)公(gong)共服(fu)務(wu)場所。推(tui)動在游(you)(you)(you)(you)客比例較高的(de)文(wen)(wen)(wen)(wen)化設施中(zhong)(zhong)(zhong)，增加(jia)旅(lv)(lv)(lv)(lv)游(you)(you)(you)(you)信(xin)息咨(zi)詢、旅(lv)(lv)(lv)(lv)游(you)(you)(you)(you)地圖(tu)、旅(lv)(lv)(lv)(lv)游(you)(you)(you)(you)指南等旅(lv)(lv)(lv)(lv)游(you)(you)(you)(you)公(gong)共服(fu)務(wu)內容。鼓勵地方在保(bao)(bao)護(hu)的(de)前提下，依法合理利(li)用文(wen)(wen)(wen)(wen)物(wu)建(jian)筑，豐富(fu)其(qi)旅(lv)(lv)(lv)(lv)游(you)(you)(you)(you)公(gong)共服(fu)務(wu)功能。在文(wen)(wen)(wen)(wen)物(wu)保(bao)(bao)護(hu)單位(wei)和(he)歷史文(wen)(wen)(wen)(wen)化名城（街(jie)區、村鎮(zhen)）的(de)保(bao)(bao)護(hu)范圍及建(jian)設控制地帶建(jian)設旅(lv)(lv)(lv)(lv)游(you)(you)(you)(you)公(gong)共服(fu)務(wu)設施應(ying)符合相關保(bao)(bao)護(hu)要求。

　　14.豐(feng)富(fu)(fu)旅(lv)游(you)場(chang)所(suo)(suo)公(gong)共(gong)(gong)文(wen)(wen)(wen)(wen)(wen)化(hua)(hua)服(fu)務(wu)內容。推(tui)(tui)動(dong)實施公(gong)共(gong)(gong)文(wen)(wen)(wen)(wen)(wen)化(hua)(hua)服(fu)務(wu)進(jin)旅(lv)游(you)場(chang)所(suo)(suo)工程。積極(ji)開展鄉村(cun)文(wen)(wen)(wen)(wen)(wen)化(hua)(hua)旅(lv)游(you)節(jie)慶(qing)活動(dong)。推(tui)(tui)動(dong)廣(guang)場(chang)舞、村(cun)晚、村(cun)超、“村(cun)BA”、藝術(shu)節(jie)慶(qing)、群眾(zhong)歌詠等文(wen)(wen)(wen)(wen)(wen)化(hua)(hua)體育活動(dong)，民間文(wen)(wen)(wen)(wen)(wen)化(hua)(hua)藝術(shu)、群星獎(jiang)作品、文(wen)(wen)(wen)(wen)(wen)化(hua)(hua)講(jiang)座、美(mei)術(shu)展覽、優(you)秀劇目等優(you)質文(wen)(wen)(wen)(wen)(wen)化(hua)(hua)資源進(jin)景(jing)區(qu)等旅(lv)游(you)場(chang)所(suo)(suo)。在游(you)客較為(wei)集(ji)中(zhong)的(de)(de)旅(lv)游(you)街(jie)區(qu)設置表演點(dian)位，積極(ji)開展街(jie)頭藝術(shu)表演等文(wen)(wen)(wen)(wen)(wen)化(hua)(hua)活動(dong)。搭建各類(lei)民間文(wen)(wen)(wen)(wen)(wen)化(hua)(hua)藝術(shu)團(tuan)體與旅(lv)游(you)經營場(chang)所(suo)(suo)的(de)(de)溝通橋梁，進(jin)一(yi)步豐(feng)富(fu)(fu)旅(lv)游(you)場(chang)所(suo)(suo)的(de)(de)文(wen)(wen)(wen)(wen)(wen)化(hua)(hua)內涵。

　　15.增強(qiang)公共(gong)文(wen)化(hua)場所旅(lv)游吸引力。推動博(bo)物館(guan)(guan)、美術館(guan)(guan)、公共(gong)圖書館(guan)(guan)、文(wen)化(hua)館(guan)(guan)、紀念館(guan)(guan)、劇院、非物質文(wen)化(hua)遺(yi)產展示場所、考(kao)古遺(yi)址公園(yuan)等完善(shan)旅(lv)游服務配套設(she)施，提(ti)升旅(lv)游公共(gong)服務水平，培育主客共(gong)享(xiang)的美好(hao)生(sheng)活(huo)新空間。在確保(bao)文(wen)物安(an)全的前提(ti)下，支持有(you)條件的公共(gong)文(wen)化(hua)場所創建A級旅(lv)游景區(qu)，鼓勵文(wen)博(bo)單位在旅(lv)游旺季科學調整(zheng)開放時段(duan)。

　　三、組織保障

　　用(yong)好旅(lv)(lv)游(you)(you)(you)(you)發展(zhan)基金等(deng)既有專項資金，引(yin)導社會力量加(jia)大投入，加(jia)強資金保障。推動將旅(lv)(lv)游(you)(you)(you)(you)公(gong)共(gong)(gong)(gong)服(fu)(fu)務(wu)設(she)(she)(she)施用(yong)地(di)納入國土空間規劃(hua)統(tong)籌考慮，在年度土地(di)供應中(zhong)合理安(an)排旅(lv)(lv)游(you)(you)(you)(you)服(fu)(fu)務(wu)中(zhong)心(xin)、集散中(zhong)心(xin)、旅(lv)(lv)游(you)(you)(you)(you)停車(che)場、公(gong)共(gong)(gong)(gong)營地(di)等(deng)旅(lv)(lv)游(you)(you)(you)(you)公(gong)共(gong)(gong)(gong)服(fu)(fu)務(wu)設(she)(she)(she)施新增建(jian)設(she)(she)(she)用(yong)地(di)，支持(chi)農村(cun)集體(ti)建(jian)設(she)(she)(she)用(yong)地(di)依(yi)(yi)法依(yi)(yi)規用(yong)于旅(lv)(lv)游(you)(you)(you)(you)公(gong)共(gong)(gong)(gong)服(fu)(fu)務(wu)設(she)(she)(she)施建(jian)設(she)(she)(she)。實(shi)施城(cheng)鄉(xiang)旅(lv)(lv)游(you)(you)(you)(you)公(gong)共(gong)(gong)(gong)服(fu)(fu)務(wu)標(biao)準化建(jian)設(she)(she)(she)工程。制(zhi)定(ding)實(shi)施城(cheng)市(shi)旅(lv)(lv)游(you)(you)(you)(you)公(gong)共(gong)(gong)(gong)服(fu)(fu)務(wu)、鄉(xiang)村(cun)旅(lv)(lv)游(you)(you)(you)(you)公(gong)共(gong)(gong)(gong)服(fu)(fu)務(wu)標(biao)準，引(yin)導全(quan)國重(zhong)點(dian)旅(lv)(lv)游(you)(you)(you)(you)城(cheng)市(shi)、全(quan)國鄉(xiang)村(cun)旅(lv)(lv)游(you)(you)(you)(you)重(zhong)點(dian)村(cun)鎮貫(guan)徹落實(shi)標(biao)準要求，充分(fen)發揮其引(yin)領(ling)和帶動作(zuo)用(yong)，為推進旅(lv)(lv)游(you)(you)(you)(you)公(gong)共(gong)(gong)(gong)服(fu)(fu)務(wu)高質量發展(zhan)提供實(shi)踐(jian)示范和制(zhi)度建(jian)設(she)(she)(she)經驗。