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文化和旅游(you)部(bu) 國(guo)家發展(zhan)改革委 財政部(bu) 自(zi)然資(zi)源部(bu) 住房城(cheng)鄉建設部(bu) 交通運輸部(bu) 農業農村(cun)部(bu) 應(ying)急管理部(bu) 國(guo)家消防救援局 關(guan)于印發《關(guan)于推進旅游(you)公(gong)共(gong)服務高質量(liang)發展(zhan)的指導意見》的通知

各省(sheng)、自(zi)治區、直(zhi)轄(xia)市(shi)文化和(he)(he)旅(lv)游(you)(you)廳(ting)(ting)（局(ju)）、發展(zhan)改革委(wei)、財(cai)(cai)政(zheng)廳(ting)(ting)（局(ju)）、自(zi)然資源(yuan)主管部(bu)門、住(zhu)房城(cheng)鄉(xiang)建設(she)廳(ting)(ting)（委(wei)、管委(wei)）、交(jiao)通(tong)運(yun)(yun)輸廳(ting)(ting)（委(wei)）、農(nong)業農(nong)村(cun)(cun)（農(nong)牧）廳(ting)(ting)（局(ju)、委(wei)）、應急(ji)(ji)管理(li)廳(ting)(ting)（局(ju)）、消防救援總(zong)隊，新疆(jiang)生產建設(she)兵團文化體(ti)育廣(guang)電和(he)(he)旅(lv)游(you)(you)局(ju)、發展(zhan)改革委(wei)、財(cai)(cai)政(zheng)局(ju)、自(zi)然資源(yuan)局(ju)、住(zhu)房城(cheng)鄉(xiang)建設(she)局(ju)、交(jiao)通(tong)運(yun)(yun)輸局(ju)、農(nong)業農(nong)村(cun)(cun)局(ju)、應急(ji)(ji)管理(li)局(ju)：

　　為全面貫(guan)徹黨的二十大精神，深入學習貫(guan)徹習近平文化思想、習近平總書記關于(yu)旅(lv)游(you)(you)發(fa)(fa)展的重要(yao)論述和(he)重要(yao)指(zhi)示精神，認真落實黨中央(yang)、國(guo)務(wu)院決策(ce)部署，推進旅(lv)游(you)(you)公共服(fu)務(wu)高質量發(fa)(fa)展，文化和(he)旅(lv)游(you)(you)部會同(tong)有關部門(men)制定了《關于(yu)推進旅(lv)游(you)(you)公共服(fu)務(wu)高質量發(fa)(fa)展的指(zhi)導意見》，現印發(fa)(fa)給你們，請(qing)結合實際認真貫(guan)徹落實。

　　特此通知。

　　文(wen)化(hua)和旅游部       國家發展(zhan)改革(ge)委

財政(zheng)部(bu)              自然資源(yuan)部(bu)

　　住房城鄉建設部        交通運輸部

　　農業(ye)農村部           應急(ji)管(guan)理部

　　國家消防救援局

　　2024年6月19日

關于推進旅游公共服務高質量發展的指導意見

　　旅(lv)(lv)游(you)公共(gong)服(fu)(fu)務是推(tui)動現代旅(lv)(lv)游(you)業發展(zhan)(zhan)的(de)重要內容，關系到廣大(da)游(you)客切身(shen)利益(yi)。為貫徹(che)落實《中華人(ren)民共(gong)和(he)(he)國旅(lv)(lv)游(you)法》和(he)(he)國務院印發的(de)《“十四五”旅(lv)(lv)游(you)業發展(zhan)(zhan)規(gui)劃》，持續推(tui)進旅(lv)(lv)游(you)公共(gong)服(fu)(fu)務高(gao)質量發展(zhan)(zhan)，提出如下意見(jian)。

　　一、總體要求

　　以(yi)(yi)習(xi)(xi)近(jin)(jin)平(ping)(ping)新時(shi)代(dai)中(zhong)國(guo)特色社會主義思想為(wei)指導(dao)，全面貫徹落(luo)實黨的(de)二十(shi)大(da)精神，深入(ru)學習(xi)(xi)貫徹習(xi)(xi)近(jin)(jin)平(ping)(ping)文化思想，以(yi)(yi)習(xi)(xi)近(jin)(jin)平(ping)(ping)總書記關(guan)于(yu)旅游發展(zhan)的(de)重(zhong)(zhong)(zhong)要(yao)論述和重(zhong)(zhong)(zhong)要(yao)指示精神為(wei)根(gen)本遵循，踐行以(yi)(yi)人(ren)民為(wei)中(zhong)心的(de)發展(zhan)理(li)念，圍繞國(guo)家(jia)重(zhong)(zhong)(zhong)大(da)發展(zhan)戰略，以(yi)(yi)重(zhong)(zhong)(zhong)大(da)項目為(wei)抓手(shou)，聚焦重(zhong)(zhong)(zhong)點地區、重(zhong)(zhong)(zhong)點環節、重(zhong)(zhong)(zhong)點時(shi)段，集(ji)中(zhong)力量解決(jue)旅游公(gong)共服務(wu)領域(yu)的(de)短(duan)板和弱項，穩(wen)步提(ti)升保障能力，完善供(gong)給體(ti)系(xi)，持續提(ti)高旅游公(gong)共服務(wu)水平(ping)(ping)，為(wei)旅游業高質量發展(zhan)提(ti)供(gong)有力支撐，不斷滿足人(ren)民日益(yi)增(zeng)長的(de)美好生活需要(yao)。

　　利用(yong)3到5年時間，基本建成結構完備、標準健(jian)全(quan)、運行順暢、優質高(gao)(gao)效(xiao)(xiao)，與旅(lv)(lv)游(you)業高(gao)(gao)質量發展(zhan)相匹配的旅(lv)(lv)游(you)公(gong)共(gong)服(fu)務(wu)(wu)體系，旅(lv)(lv)游(you)公(gong)共(gong)服(fu)務(wu)(wu)有(you)效(xiao)(xiao)供給明顯(xian)(xian)擴大，服(fu)務(wu)(wu)效(xiao)(xiao)能明顯(xian)(xian)提(ti)(ti)升(sheng)，對薄弱領域、高(gao)(gao)峰時段和特殊人群的服(fu)務(wu)(wu)保障能力明顯(xian)(xian)增強，人民群眾對旅(lv)(lv)游(you)公(gong)共(gong)服(fu)務(wu)(wu)的滿意度明顯(xian)(xian)提(ti)(ti)高(gao)(gao)。

　　二、主要任務

　　（一）優化旅游(you)公共信息服務

　　1.優化線(xian)下旅(lv)(lv)(lv)游(you)服(fu)(fu)(fu)(fu)務(wu)(wu)(wu)中(zhong)心布局。推動實施旅(lv)(lv)(lv)游(you)咨詢服(fu)(fu)(fu)(fu)務(wu)(wu)(wu)拓展(zhan)工程。制定(ding)旅(lv)(lv)(lv)游(you)服(fu)(fu)(fu)(fu)務(wu)(wu)(wu)中(zhong)心相關(guan)標準，進一(yi)(yi)步明確(que)旅(lv)(lv)(lv)游(you)服(fu)(fu)(fu)(fu)務(wu)(wu)(wu)中(zhong)心定(ding)位，完(wan)善信息(xi)咨詢、宣傳(chuan)展(zhan)示、投訴(su)、便民等(deng)服(fu)(fu)(fu)(fu)務(wu)(wu)(wu)功能(neng)。以提升和改造既(ji)有(you)設(she)施為主，打造一(yi)(yi)批互動性強、體驗感好(hao)、主客(ke)共(gong)享的新型旅(lv)(lv)(lv)游(you)服(fu)(fu)(fu)(fu)務(wu)(wu)(wu)中(zhong)心。積極推動旅(lv)(lv)(lv)游(you)服(fu)(fu)(fu)(fu)務(wu)(wu)(wu)中(zhong)心和旅(lv)(lv)(lv)游(you)集散中(zhong)心一(yi)(yi)體化建設(she)，重點(dian)推動旅(lv)(lv)(lv)游(you)信息(xi)服(fu)(fu)(fu)(fu)務(wu)(wu)(wu)進機(ji)場、車(che)站、碼頭、高速公(gong)路服(fu)(fu)(fu)(fu)務(wu)(wu)(wu)區。鼓勵有(you)條件的地區在酒店大堂、便利店、租車(che)點(dian)等(deng)設(she)置旅(lv)(lv)(lv)游(you)信息(xi)咨詢點(dian)。

　　2.加強(qiang)線上旅游公共(gong)(gong)(gong)信(xin)息(xi)服(fu)務(wu)(wu)。推(tui)動(dong)實施智(zhi)慧旅游公共(gong)(gong)(gong)服(fu)務(wu)(wu)平臺建設工(gong)程。支(zhi)持旅游目的(de)地(di)政(zheng)府(fu)建設內容全面、信(xin)息(xi)準確、更新及時、便于查詢的(de)智(zhi)慧旅游公共(gong)(gong)(gong)服(fu)務(wu)(wu)平臺，鼓勵在政(zheng)府(fu)門(men)戶網站、官方公眾號(hao)、小程序(xu)中設置旅游信(xin)息(xi)咨詢專欄(lan)。推(tui)動(dong)各地(di)充分運(yun)用人工(gong)智(zhi)能技術，積(ji)極探(tan)索旅游公共(gong)(gong)(gong)信(xin)息(xi)智(zhi)能問答服(fu)務(wu)(wu)。

　　3.加強(qiang)旅(lv)(lv)游公共信息(xi)(xi)服(fu)務(wu)資源整合。加強(qiang)省市縣之間旅(lv)(lv)游公共信息(xi)(xi)服(fu)務(wu)縱向聯(lian)動，健全信息(xi)(xi)采(cai)集、上傳、發布(bu)機(ji)制(zhi)。推動文(wen)化和旅(lv)(lv)游與交(jiao)通(tong)運輸(shu)、氣象(xiang)、體(ti)育、水利、能(neng)源、應急管(guan)理、消防、市場監管(guan)等(deng)跨部門、跨行業(ye)的公共信息(xi)(xi)數據共享，強(qiang)化旅(lv)(lv)游交(jiao)通(tong)路況(kuang)、景區客(ke)流預警、氣象(xiang)預報(bao)預警、災害預警、重要(yao)節慶賽(sai)事、旅(lv)(lv)游經(jing)營單位及從(cong)業(ye)人員信用狀況(kuang)和服(fu)務(wu)質(zhi)量等(deng)重要(yao)旅(lv)(lv)游公共信息(xi)(xi)的發布(bu)，提前預報(bao)，及時預警，科學引導群眾錯峰(feng)出游。

　　（二）完善旅游(you)公共(gong)交通服務

　　4.加強(qiang)旅(lv)(lv)(lv)(lv)游(you)(you)(you)(you)(you)交通(tong)(tong)基(ji)礎(chu)設(she)(she)施建(jian)(jian)(jian)(jian)設(she)(she)。推(tui)動(dong)各地將干(gan)線(xian)公(gong)路(lu)與A級(ji)旅(lv)(lv)(lv)(lv)游(you)(you)(you)(you)(you)景區(qu)、旅(lv)(lv)(lv)(lv)游(you)(you)(you)(you)(you)度假區(qu)、紅色(se)旅(lv)(lv)(lv)(lv)游(you)(you)(you)(you)(you)景點、鄉村旅(lv)(lv)(lv)(lv)游(you)(you)(you)(you)(you)重(zhong)點村鎮、美麗(li)休閑鄉村、夜(ye)間文(wen)化和旅(lv)(lv)(lv)(lv)游(you)(you)(you)(you)(you)消費(fei)集聚區(qu)、丙(bing)級(ji)以上(shang)旅(lv)(lv)(lv)(lv)游(you)(you)(you)(you)(you)民宿之間的(de)連接(jie)道(dao)路(lu)建(jian)(jian)(jian)(jian)設(she)(she)納入(ru)交通(tong)(tong)建(jian)(jian)(jian)(jian)設(she)(she)規(gui)(gui)劃，支持有條件的(de)地區(qu)形成(cheng)連接(jie)主要(yao)旅(lv)(lv)(lv)(lv)游(you)(you)(you)(you)(you)區(qu)（點）的(de)旅(lv)(lv)(lv)(lv)游(you)(you)(you)(you)(you)交通(tong)(tong)環(huan)線(xian)。推(tui)動(dong)各地建(jian)(jian)(jian)(jian)設(she)(she)一批各具特(te)色(se)、功(gong)能完備的(de)自行車道(dao)、步道(dao)等旅(lv)(lv)(lv)(lv)游(you)(you)(you)(you)(you)綠道(dao)。支持旅(lv)(lv)(lv)(lv)游(you)(you)(you)(you)(you)航(hang)道(dao)建(jian)(jian)(jian)(jian)設(she)(she)。推(tui)動(dong)打造一批旅(lv)(lv)(lv)(lv)游(you)(you)(you)(you)(you)公(gong)路(lu)。實(shi)(shi)施國家(jia)旅(lv)(lv)(lv)(lv)游(you)(you)(you)(you)(you)風(feng)景道(dao)工(gong)程(cheng)，制定(ding)國家(jia)旅(lv)(lv)(lv)(lv)游(you)(you)(you)(you)(you)風(feng)景道(dao)標(biao)(biao)(biao)(biao)準，在(zai)保障(zhang)安全通(tong)(tong)行的(de)前(qian)提下推(tui)出一批配套服務好(hao)、道(dao)路(lu)風(feng)景美、文(wen)化特(te)色(se)鮮(xian)明的(de)國家(jia)旅(lv)(lv)(lv)(lv)游(you)(you)(you)(you)(you)風(feng)景道(dao)。實(shi)(shi)施旅(lv)(lv)(lv)(lv)游(you)(you)(you)(you)(you)標(biao)(biao)(biao)(biao)識(shi)標(biao)(biao)(biao)(biao)牌(pai)建(jian)(jian)(jian)(jian)設(she)(she)工(gong)程(cheng)。結合周邊旅(lv)(lv)(lv)(lv)游(you)(you)(you)(you)(you)資源，按照相關標(biao)(biao)(biao)(biao)準規(gui)(gui)范(fan)要(yao)求，因地制宜在(zai)交通(tong)(tong)基(ji)礎(chu)設(she)(she)施中設(she)(she)置(zhi)相應(ying)旅(lv)(lv)(lv)(lv)游(you)(you)(you)(you)(you)引導標(biao)(biao)(biao)(biao)識(shi)標(biao)(biao)(biao)(biao)牌(pai)，切實(shi)(shi)提升標(biao)(biao)(biao)(biao)識(shi)標(biao)(biao)(biao)(biao)牌(pai)的(de)規(gui)(gui)范(fan)性、辨識(shi)度和文(wen)化內涵，支持各地探(tan)索智(zhi)能化旅(lv)(lv)(lv)(lv)游(you)(you)(you)(you)(you)標(biao)(biao)(biao)(biao)識(shi)建(jian)(jian)(jian)(jian)設(she)(she)。鼓勵在(zai)高速公(gong)路(lu)或城市快速路(lu)設(she)(she)置(zhi)4A級(ji)及以上(shang)旅(lv)(lv)(lv)(lv)游(you)(you)(you)(you)(you)景區(qu)旅(lv)(lv)(lv)(lv)游(you)(you)(you)(you)(you)指引標(biao)(biao)(biao)(biao)志，在(zai)普通(tong)(tong)省干(gan)線(xian)公(gong)路(lu)、農(nong)村公(gong)路(lu)、城市道(dao)路(lu)設(she)(she)置(zhi)3A級(ji)及以上(shang)旅(lv)(lv)(lv)(lv)游(you)(you)(you)(you)(you)景區(qu)旅(lv)(lv)(lv)(lv)游(you)(you)(you)(you)(you)指引標(biao)(biao)(biao)(biao)志。

　　5.提(ti)升旅(lv)(lv)游(you)(you)(you)(you)(you)交(jiao)通(tong)(tong)公(gong)共服(fu)務(wu)設施(shi)建(jian)(jian)設和(he)管理(li)水平(ping)。推(tui)動實施(shi)旅(lv)(lv)游(you)(you)(you)(you)(you)集散(san)(san)中(zhong)心改(gai)造提(ti)升工(gong)程。依托機場(chang)、高鐵(tie)站、大型(xing)客(ke)運(yun)碼頭、汽車(che)(che)(che)(che)客(ke)運(yun)站等(deng)交(jiao)通(tong)(tong)樞紐，新建(jian)(jian)、改(gai)造一批(pi)旅(lv)(lv)游(you)(you)(you)(you)(you)集散(san)(san)中(zhong)心，完善(shan)旅(lv)(lv)游(you)(you)(you)(you)(you)集散(san)(san)中(zhong)心游(you)(you)(you)(you)(you)客(ke)換乘、旅(lv)(lv)游(you)(you)(you)(you)(you)客(ke)運(yun)專線、接駁接送(song)、聯程聯運(yun)、客(ke)運(yun)專班、汽車(che)(che)(che)(che)租(zu)賃、票(piao)務(wu)代(dai)理(li)、信息咨詢、文化(hua)展(zhan)示等(deng)功能。拓展(zhan)跨區(qu)域旅(lv)(lv)游(you)(you)(you)(you)(you)集散(san)(san)服(fu)務(wu)。促進旅(lv)(lv)游(you)(you)(you)(you)(you)集散(san)(san)中(zhong)心線上線下業務(wu)融合發展(zhan)。鼓(gu)勵各地建(jian)(jian)設一批(pi)服(fu)務(wu)于旅(lv)(lv)游(you)(you)(you)(you)(you)區(qu)（點(dian)）的旅(lv)(lv)游(you)(you)(you)(you)(you)停(ting)車(che)(che)(che)(che)場(chang)，加(jia)大生態停(ting)車(che)(che)(che)(che)場(chang)和(he)立體停(ting)車(che)(che)(che)(che)場(chang)建(jian)(jian)設力度，完善(shan)停(ting)車(che)(che)(che)(che)場(chang)充電(dian)樁等(deng)新能源服(fu)務(wu)設施(shi)，探索推(tui)廣智能化(hua)停(ting)車(che)(che)(che)(che)服(fu)務(wu)。推(tui)動各地在旅(lv)(lv)游(you)(you)(you)(you)(you)高峰(feng)期，面(mian)向游(you)(you)(you)(you)(you)客(ke)自(zi)駕車(che)(che)(che)(che)和(he)旅(lv)(lv)游(you)(you)(you)(you)(you)大巴增設更多臨時停(ting)靠點(dian)。拓展(zhan)高速公(gong)路服(fu)務(wu)區(qu)文化(hua)和(he)旅(lv)(lv)游(you)(you)(you)(you)(you)公(gong)共服(fu)務(wu)功能，形成一批(pi)特色(se)主題(ti)服(fu)務(wu)區(qu)。推(tui)動有(you)條件(jian)的國省干線公(gong)路在保障道(dao)路交(jiao)通(tong)(tong)安全(quan)通(tong)(tong)暢的前提(ti)下，增設旅(lv)(lv)游(you)(you)(you)(you)(you)驛站、觀景(jing)臺、自(zi)駕車(che)(che)(che)(che)旅(lv)(lv)居車(che)(che)(che)(che)營地、廁所等(deng)服(fu)務(wu)設施(shi)。

　　6.優化(hua)(hua)旅(lv)(lv)游(you)(you)(you)(you)交(jiao)(jiao)通(tong)運(yun)輸(shu)服務(wu)。優化(hua)(hua)配置重(zhong)點(dian)(dian)旅(lv)(lv)游(you)(you)(you)(you)城(cheng)市(shi)列車班(ban)(ban)次(ci)，增(zeng)開(kai)重(zhong)點(dian)(dian)旅(lv)(lv)游(you)(you)(you)(you)城(cheng)市(shi)和(he)旅(lv)(lv)游(you)(you)(you)(you)目的(de)地(di)旅(lv)(lv)游(you)(you)(you)(you)專列，增(zeng)加旅(lv)(lv)游(you)(you)(you)(you)城(cheng)市(shi)與主(zhu)要客源地(di)之間航(hang)線(xian)航(hang)班(ban)(ban)，增(zeng)加旅(lv)(lv)游(you)(you)(you)(you)旺(wang)季航(hang)班(ban)(ban)配置，鼓勵有(you)條件的(de)地(di)方(fang)增(zeng)開(kai)重(zhong)要旅(lv)(lv)游(you)(you)(you)(you)區（點(dian)(dian)）直通(tong)車和(he)旅(lv)(lv)游(you)(you)(you)(you)公交(jiao)(jiao)專線(xian)，在(zai)旅(lv)(lv)游(you)(you)(you)(you)景點(dian)(dian)增(zeng)設(she)公交(jiao)(jiao)站點(dian)(dian)。完善(shan)自(zi)駕車旅(lv)(lv)游(you)(you)(you)(you)服務(wu)體(ti)系。積(ji)極推動旅(lv)(lv)游(you)(you)(you)(you)交(jiao)(jiao)通(tong)聯程聯運(yun)。支(zhi)持重(zhong)點(dian)(dian)旅(lv)(lv)游(you)(you)(you)(you)城(cheng)市(shi)開(kai)通(tong)具有(you)當地(di)文化(hua)(hua)特色(se)、體(ti)驗(yan)感強(qiang)的(de)旅(lv)(lv)游(you)(you)(you)(you)觀光巴(ba)士線(xian)路。支(zhi)持國內水路旅(lv)(lv)游(you)(you)(you)(you)客運(yun)精品航(hang)線(xian)的(de)建設(she)和(he)發展。加強(qiang)交(jiao)(jiao)通(tong)管理(li)和(he)智慧交(jiao)(jiao)通(tong)技術運(yun)用，緩解旅(lv)(lv)游(you)(you)(you)(you)高峰期擁堵問(wen)題。

　　（三）強化旅游應急救援服務

　　7.加(jia)強旅游(you)應(ying)(ying)(ying)急(ji)救援(yuan)(yuan)機(ji)(ji)制(zhi)(zhi)建設。推(tui)動各(ge)地將旅游(you)應(ying)(ying)(ying)急(ji)管理(li)納入政府應(ying)(ying)(ying)急(ji)管理(li)體系，健全部門(men)聯動的旅游(you)安(an)全應(ying)(ying)(ying)急(ji)救援(yuan)(yuan)機(ji)(ji)制(zhi)(zhi)，落實旅游(you)經營單位(wei)安(an)全主體責任，制(zhi)(zhi)定旅游(you)應(ying)(ying)(ying)急(ji)預(yu)案，建立旅游(you)突(tu)發事件應(ying)(ying)(ying)對(dui)機(ji)(ji)制(zhi)(zhi)，強化預(yu)警(jing)與(yu)應(ying)(ying)(ying)急(ji)響應(ying)(ying)(ying)聯動。強化旅游(you)重點領域和(he)關(guan)鍵環節的安(an)全管理(li)。

　　8.優化(hua)旅(lv)游(you)應(ying)急(ji)救(jiu)援(yuan)設(she)(she)(she)施設(she)(she)(she)備(bei)布局。推(tui)動(dong)(dong)旅(lv)游(you)區(qu)（點(dian)(dian)）配(pei)置(zhi)(zhi)應(ying)急(ji)救(jiu)援(yuan)報警裝置(zhi)(zhi)，完善安全設(she)(she)(she)施設(she)(she)(she)備(bei)配(pei)備(bei)，加強消防車道、自動(dong)(dong)噴(pen)水滅火(huo)系統(tong)、消火(huo)栓(shuan)、消防水源等消防設(she)(she)(she)施建(jian)設(she)(she)(she)改造。推(tui)動(dong)(dong)在游(you)客集中的旅(lv)游(you)區(qu)（點(dian)(dian)）設(she)(she)(she)置(zhi)(zhi)醫(yi)療救(jiu)助站、急(ji)救(jiu)點(dian)(dian)，有條件的地方配(pei)備(bei)急(ji)救(jiu)箱、自動(dong)(dong)體外除顫儀（AED）、應(ying)急(ji)救(jiu)護(hu)一體機等急(ji)救(jiu)設(she)(she)(she)備(bei)設(she)(she)(she)施。推(tui)動(dong)(dong)高(gao)原缺氧(yang)地區(qu)旅(lv)游(you)區(qu)（點(dian)(dian)）、賓館酒店配(pei)備(bei)供氧(yang)設(she)(she)(she)施設(she)(she)(she)備(bei)。指導A級旅(lv)游(you)景區(qu)就近與(yu)縣級以上綜合(he)醫(yi)院(yuan)建(jian)立(li)定向協作(zuo)救(jiu)援(yuan)機制，提高(gao)院(yuan)前醫(yi)療急(ji)救(jiu)能力。

　　9.增強旅(lv)(lv)(lv)游(you)應(ying)(ying)(ying)急(ji)救援(yuan)的(de)社(she)會參與(yu)。引導各地用好旅(lv)(lv)(lv)行社(she)責任保險(xian)(xian)的(de)應(ying)(ying)(ying)急(ji)救援(yuan)服(fu)務功(gong)能，鼓勵游(you)客購買(mai)附加救援(yuan)服(fu)務的(de)旅(lv)(lv)(lv)游(you)意(yi)外險(xian)(xian)。支持各地廣泛(fan)開(kai)展旅(lv)(lv)(lv)游(you)安全(quan)(quan)宣傳教(jiao)育(yu)，將旅(lv)(lv)(lv)游(you)安全(quan)(quan)與(yu)應(ying)(ying)(ying)急(ji)知識教(jiao)育(yu)納入(ru)旅(lv)(lv)(lv)游(you)職業(ye)教(jiao)育(yu)和旅(lv)(lv)(lv)游(you)從業(ye)人(ren)員(yuan)(yuan)在(zai)職培(pei)訓內容，提高(gao)旅(lv)(lv)(lv)游(you)從業(ye)人(ren)員(yuan)(yuan)安全(quan)(quan)意(yi)識和應(ying)(ying)(ying)急(ji)救助技能。

　　（四）加強旅(lv)游惠民便民服務

　　10.開(kai)展(zhan)形式多樣(yang)的旅游(you)(you)(you)惠民(min)便民(min)活(huo)動。鼓(gu)勵(li)各地(di)積(ji)極探(tan)索實施旅游(you)(you)(you)消(xiao)費惠民(min)舉措，有效釋放(fang)旅游(you)(you)(you)消(xiao)費潛力。鼓(gu)勵(li)各地(di)聯合(he)舉辦旅游(you)(you)(you)消(xiao)費促進活(huo)動，通(tong)過聯合(he)發行(xing)旅游(you)(you)(you)消(xiao)費一(yi)卡通(tong)等(deng)方式，促進游(you)(you)(you)客跨區(qu)域流動。廣泛開(kai)展(zhan)旅游(you)(you)(you)知(zhi)識公(gong)益教育，推(tui)動旅游(you)(you)(you)知(zhi)識教育進校(xiao)園(yuan)、進社區(qu)。完善旅游(you)(you)(you)投訴受理(li)機(ji)制，提高游(you)(you)(you)客投訴處理(li)效率(lv)。優化(hua)(hua)旅游(you)(you)(you)糾紛(fen)調(diao)解機(ji)制，保護游(you)(you)(you)客切(qie)身利益。制定(ding)旅游(you)(you)(you)志(zhi)愿(yuan)服務(wu)管理(li)辦法，加(jia)快建立旅游(you)(you)(you)志(zhi)愿(yuan)服務(wu)管理(li)和(he)激勵(li)機(ji)制，引導各地(di)常態化(hua)(hua)開(kai)展(zhan)旅游(you)(you)(you)志(zhi)愿(yuan)服務(wu)。

　　11.推(tui)動(dong)(dong)旅(lv)(lv)(lv)游(you)(you)(you)(you)(you)(you)惠民便民設(she)(she)(she)(she)施(shi)建(jian)設(she)(she)(she)(she)改(gai)造。加強(qiang)適(shi)應老年人、未成年人、孕(yun)嬰、殘疾人等群體需求的(de)旅(lv)(lv)(lv)游(you)(you)(you)(you)(you)(you)公共服務(wu)設(she)(she)(she)(she)施(shi)建(jian)設(she)(she)(she)(she)改(gai)造。完善智(zhi)慧(hui)旅(lv)(lv)(lv)游(you)(you)(you)(you)(you)(you)適(shi)老化服務(wu)。推(tui)動(dong)(dong)旅(lv)(lv)(lv)游(you)(you)(you)(you)(you)(you)區(qu)(qu)（點）配備(bei)無障礙旅(lv)(lv)(lv)游(you)(you)(you)(you)(you)(you)設(she)(she)(she)(she)施(shi)。引導相關城(cheng)市及旅(lv)(lv)(lv)游(you)(you)(you)(you)(you)(you)目的(de)地(di)發展(zhan)兒童友好旅(lv)(lv)(lv)游(you)(you)(you)(you)(you)(you)公共服務(wu)。推(tui)動(dong)(dong)實施(shi)旅(lv)(lv)(lv)游(you)(you)(you)(you)(you)(you)廁(ce)所(suo)質量提(ti)升(sheng)工(gong)程。全面(mian)貫(guan)徹落實旅(lv)(lv)(lv)游(you)(you)(you)(you)(you)(you)廁(ce)所(suo)國家標準。重點加強(qiang)中西部欠(qian)發達地(di)區(qu)(qu)，以及高寒、高海拔、缺水、缺電(dian)地(di)區(qu)(qu)旅(lv)(lv)(lv)游(you)(you)(you)(you)(you)(you)廁(ce)所(suo)建(jian)設(she)(she)(she)(she)。加強(qiang)移動(dong)(dong)廁(ce)所(suo)配備(bei)，有效緩(huan)解旅(lv)(lv)(lv)游(you)(you)(you)(you)(you)(you)高峰期“如廁(ce)難”問題。鼓勵有條件的(de)旅(lv)(lv)(lv)游(you)(you)(you)(you)(you)(you)活動(dong)(dong)場所(suo)開展(zhan)智(zhi)慧(hui)旅(lv)(lv)(lv)游(you)(you)(you)(you)(you)(you)廁(ce)所(suo)建(jian)設(she)(she)(she)(she)，持續推(tui)動(dong)(dong)旅(lv)(lv)(lv)游(you)(you)(you)(you)(you)(you)廁(ce)所(suo)電(dian)子(zi)地(di)圖標注(zhu)工(gong)作。推(tui)動(dong)(dong)實施(shi)旅(lv)(lv)(lv)游(you)(you)(you)(you)(you)(you)景區(qu)(qu)環(huan)境(jing)綜(zong)合(he)整治(zhi)工(gong)程。結合(he)鄉村振(zhen)興、城(cheng)市更新、農村人居環(huan)境(jing)整治(zhi)提(ti)升(sheng)等重點工(gong)作，對旅(lv)(lv)(lv)游(you)(you)(you)(you)(you)(you)景區(qu)(qu)及周(zhou)邊環(huan)境(jing)進行(xing)全面(mian)整治(zhi)。

　　12.提升入(ru)(ru)境(jing)(jing)旅(lv)(lv)(lv)游(you)(you)(you)(you)公共服(fu)務(wu)(wu)水平(ping)。加(jia)強入(ru)(ru)境(jing)(jing)游(you)(you)(you)(you)客(ke)(ke)較為集中(zhong)(zhong)區(qu)(qu)域的(de)旅(lv)(lv)(lv)游(you)(you)(you)(you)服(fu)務(wu)(wu)中(zhong)(zhong)心(xin)外語咨(zi)詢服(fu)務(wu)(wu)，提供必(bi)要的(de)中(zhong)(zhong)外文(wen)旅(lv)(lv)(lv)游(you)(you)(you)(you)地圖、旅(lv)(lv)(lv)游(you)(you)(you)(you)指南等(deng)免費旅(lv)(lv)(lv)游(you)(you)(you)(you)宣傳材(cai)料，完善旅(lv)(lv)(lv)游(you)(you)(you)(you)服(fu)務(wu)(wu)中(zhong)(zhong)心(xin)“i”標(biao)識(shi)設置。鼓勵重點(dian)旅(lv)(lv)(lv)游(you)(you)(you)(you)城市(shi)(shi)面(mian)向入(ru)(ru)境(jing)(jing)游(you)(you)(you)(you)客(ke)(ke)提供外文(wen)版線上信(xin)息咨(zi)詢服(fu)務(wu)(wu)。在重點(dian)旅(lv)(lv)(lv)游(you)(you)(you)(you)城市(shi)(shi)公共場所(suo)以及(ji)A級旅(lv)(lv)(lv)游(you)(you)(you)(you)景區(qu)(qu)、旅(lv)(lv)(lv)游(you)(you)(you)(you)度假區(qu)(qu)等(deng)開展外語標(biao)識(shi)牌(pai)規范化(hua)建設行動(dong)。推動(dong)入(ru)(ru)境(jing)(jing)游(you)(you)(you)(you)客(ke)(ke)較多(duo)的(de)景區(qu)(qu)開發多(duo)語種預約(yue)界面(mian)，將護照等(deng)納入(ru)(ru)有效預約(yue)證件，并保(bao)留必(bi)要的(de)人(ren)工(gong)服(fu)務(wu)(wu)窗口。優(you)化(hua)入(ru)(ru)境(jing)(jing)旅(lv)(lv)(lv)游(you)(you)(you)(you)支付(fu)(fu)環境(jing)(jing)，加(jia)強相關軟硬件設施配(pei)備，暢通移動(dong)支付(fu)(fu)、銀行卡、現金等(deng)支付(fu)(fu)渠(qu)道，提升入(ru)(ru)境(jing)(jing)游(you)(you)(you)(you)客(ke)(ke)線上線下購買文(wen)化(hua)和旅(lv)(lv)(lv)游(you)(you)(you)(you)產品與服(fu)務(wu)(wu)的(de)支付(fu)(fu)體驗(yan)。推動(dong)入(ru)(ru)境(jing)(jing)游(you)(you)(you)(you)客(ke)(ke)快速通關、住宿登記、交通出行、電信(xin)業務(wu)(wu)、生活消費、景點(dian)預約(yue)等(deng)事(shi)務(wu)(wu)辦(ban)理便利化(hua)。

　　（五(wu)）促進公(gong)共文化服務和(he)旅游(you)公(gong)共服務融合發(fa)展

　　13.促(cu)進文化(hua)(hua)和旅(lv)(lv)游公(gong)(gong)(gong)共(gong)(gong)服務設施功能(neng)融合。鼓勵有條件的地(di)方(fang)推動(dong)公(gong)(gong)(gong)共(gong)(gong)圖書館(guan)、文化(hua)(hua)館(guan)（站）、基層(ceng)綜(zong)合性文化(hua)(hua)服務中(zhong)心和旅(lv)(lv)游服務中(zhong)心一體化(hua)(hua)建(jian)設。推動(dong)將閱讀、非遺展示(shi)、藝術(shu)表演等(deng)文化(hua)(hua)服務融入旅(lv)(lv)游服務中(zhong)心、旅(lv)(lv)游集散(san)中(zhong)心等(deng)旅(lv)(lv)游公(gong)(gong)(gong)共(gong)(gong)服務場(chang)所。推動(dong)在游客比例較高的文化(hua)(hua)設施中(zhong)，增加旅(lv)(lv)游信息咨詢、旅(lv)(lv)游地(di)圖、旅(lv)(lv)游指南等(deng)旅(lv)(lv)游公(gong)(gong)(gong)共(gong)(gong)服務內容。鼓勵地(di)方(fang)在保護(hu)的前(qian)提(ti)下，依法合理利用文物建(jian)筑，豐富其(qi)旅(lv)(lv)游公(gong)(gong)(gong)共(gong)(gong)服務功能(neng)。在文物保護(hu)單位(wei)和歷史文化(hua)(hua)名城（街區、村鎮）的保護(hu)范圍及(ji)建(jian)設控制地(di)帶建(jian)設旅(lv)(lv)游公(gong)(gong)(gong)共(gong)(gong)服務設施應符合相關保護(hu)要求。

　　14.豐富旅(lv)游(you)(you)(you)(you)場所公(gong)共文(wen)(wen)(wen)(wen)化(hua)(hua)服務內容。推動(dong)(dong)實施公(gong)共文(wen)(wen)(wen)(wen)化(hua)(hua)服務進(jin)旅(lv)游(you)(you)(you)(you)場所工程。積極(ji)開展鄉村文(wen)(wen)(wen)(wen)化(hua)(hua)旅(lv)游(you)(you)(you)(you)節慶活動(dong)(dong)。推動(dong)(dong)廣場舞、村晚、村超、“村BA”、藝術(shu)節慶、群(qun)眾歌(ge)詠等文(wen)(wen)(wen)(wen)化(hua)(hua)體育(yu)活動(dong)(dong)，民(min)間(jian)文(wen)(wen)(wen)(wen)化(hua)(hua)藝術(shu)、群(qun)星獎作品(pin)、文(wen)(wen)(wen)(wen)化(hua)(hua)講座、美術(shu)展覽、優秀劇(ju)目(mu)等優質(zhi)文(wen)(wen)(wen)(wen)化(hua)(hua)資源進(jin)景區(qu)等旅(lv)游(you)(you)(you)(you)場所。在游(you)(you)(you)(you)客較為集中的(de)旅(lv)游(you)(you)(you)(you)街(jie)區(qu)設置表(biao)演點位，積極(ji)開展街(jie)頭藝術(shu)表(biao)演等文(wen)(wen)(wen)(wen)化(hua)(hua)活動(dong)(dong)。搭(da)建(jian)各類民(min)間(jian)文(wen)(wen)(wen)(wen)化(hua)(hua)藝術(shu)團體與(yu)旅(lv)游(you)(you)(you)(you)經(jing)營場所的(de)溝通橋梁，進(jin)一步豐富旅(lv)游(you)(you)(you)(you)場所的(de)文(wen)(wen)(wen)(wen)化(hua)(hua)內涵。

　　15.增強公共(gong)(gong)(gong)文(wen)化(hua)(hua)場所旅(lv)游(you)吸引力。推(tui)動博物(wu)館(guan)(guan)、美(mei)術(shu)館(guan)(guan)、公共(gong)(gong)(gong)圖書(shu)館(guan)(guan)、文(wen)化(hua)(hua)館(guan)(guan)、紀(ji)念館(guan)(guan)、劇院、非(fei)物(wu)質文(wen)化(hua)(hua)遺(yi)產展示場所、考(kao)古(gu)遺(yi)址(zhi)公園等完(wan)善旅(lv)游(you)服務配套設施，提(ti)升旅(lv)游(you)公共(gong)(gong)(gong)服務水平，培育主客共(gong)(gong)(gong)享的(de)美(mei)好生活新(xin)空間。在確保文(wen)物(wu)安全的(de)前提(ti)下，支持有(you)條件的(de)公共(gong)(gong)(gong)文(wen)化(hua)(hua)場所創建A級旅(lv)游(you)景區，鼓勵文(wen)博單位在旅(lv)游(you)旺季科學(xue)調(diao)整開(kai)放時段(duan)。

　　三、組織保障

　　用(yong)好旅(lv)游(you)(you)(you)發展(zhan)基金(jin)等(deng)既有專項資金(jin)，引(yin)導社會力(li)量加(jia)大投(tou)入，加(jia)強(qiang)資金(jin)保(bao)障。推動將旅(lv)游(you)(you)(you)公(gong)(gong)共(gong)(gong)服(fu)(fu)務設(she)(she)施(shi)(shi)(shi)用(yong)地(di)(di)納入國(guo)土空(kong)間規劃統籌考(kao)慮，在年(nian)度(du)土地(di)(di)供應中合理(li)安排旅(lv)游(you)(you)(you)服(fu)(fu)務中心、集散(san)中心、旅(lv)游(you)(you)(you)停車場、公(gong)(gong)共(gong)(gong)營地(di)(di)等(deng)旅(lv)游(you)(you)(you)公(gong)(gong)共(gong)(gong)服(fu)(fu)務設(she)(she)施(shi)(shi)(shi)新增(zeng)建設(she)(she)用(yong)地(di)(di)，支持農村(cun)集體(ti)建設(she)(she)用(yong)地(di)(di)依(yi)法依(yi)規用(yong)于(yu)旅(lv)游(you)(you)(you)公(gong)(gong)共(gong)(gong)服(fu)(fu)務設(she)(she)施(shi)(shi)(shi)建設(she)(she)。實(shi)(shi)施(shi)(shi)(shi)城鄉旅(lv)游(you)(you)(you)公(gong)(gong)共(gong)(gong)服(fu)(fu)務標準化(hua)建設(she)(she)工程。制(zhi)(zhi)定實(shi)(shi)施(shi)(shi)(shi)城市旅(lv)游(you)(you)(you)公(gong)(gong)共(gong)(gong)服(fu)(fu)務、鄉村(cun)旅(lv)游(you)(you)(you)公(gong)(gong)共(gong)(gong)服(fu)(fu)務標準，引(yin)導全國(guo)重(zhong)點旅(lv)游(you)(you)(you)城市、全國(guo)鄉村(cun)旅(lv)游(you)(you)(you)重(zhong)點村(cun)鎮貫徹落(luo)實(shi)(shi)標準要求，充分(fen)發揮(hui)其(qi)引(yin)領和(he)帶(dai)動作用(yong)，為推進旅(lv)游(you)(you)(you)公(gong)(gong)共(gong)(gong)服(fu)(fu)務高質量發展(zhan)提(ti)供實(shi)(shi)踐示范和(he)制(zhi)(zhi)度(du)建設(she)(she)經驗。