據文(wen)旅(lv)部(bu)網站消息，文(wen)化和旅(lv)游部(bu)、國(guo)家發展改(gai)革委、財政部(bu)、自然資源部(bu)、住房城鄉建設部(bu)、交(jiao)通運輸部(bu)、農業農村部(bu)、應急(ji)管(guan)理部(bu)、國(guo)家消防(fang)救援局(ju)等九部(bu)門(men)近日印(yin)發《關(guan)于推(tui)進(jin)旅(lv)游公共服務高(gao)質量發展的指導意見(jian)》。

其中提出，在(zai)加強旅游交通基礎(chu)設施建設方面，推(tui)動打造一批旅游公路。實施國(guo)(guo)家(jia)旅游風(feng)景道(dao)工程，制定國(guo)(guo)家(jia)旅游風(feng)景道(dao)標準(zhun)，在(zai)保障安全通行的前提下(xia)推(tui)出一批配套服務好、道(dao)路風(feng)景美、文化特色鮮明的國(guo)(guo)家(jia)旅游風(feng)景道(dao)。

全文如下：

關于推進旅游公共服務高質量發展的指導意見

旅(lv)游(you)公共服(fu)務是推動現代旅(lv)游(you)業發展(zhan)的(de)重要內容，關系到(dao)廣(guang)大游(you)客切身利益。為貫(guan)徹(che)落實《中華人民(min)共和國旅(lv)游(you)法(fa)》和國務院(yuan)印(yin)發的(de)《“十(shi)四(si)五(wu)”旅(lv)游(you)業發展(zhan)規劃》，持續(xu)推進(jin)旅(lv)游(you)公共服(fu)務高質量發展(zhan)，提出如下意見(jian)。

一、總體要求

以(yi)習近(jin)(jin)平(ping)新時代中(zhong)國特色社(she)會主義(yi)思(si)想為(wei)指導，全面貫徹落實黨的二十大精神，深入學(xue)習貫徹習近(jin)(jin)平(ping)文化思(si)想，以(yi)習近(jin)(jin)平(ping)總書記關于旅游發展(zhan)(zhan)的重(zhong)(zhong)(zhong)(zhong)要論述和(he)重(zhong)(zhong)(zhong)(zhong)要指示(shi)精神為(wei)根本遵循，踐行以(yi)人(ren)民(min)為(wei)中(zhong)心的發展(zhan)(zhan)理念(nian)，圍繞國家重(zhong)(zhong)(zhong)(zhong)大發展(zhan)(zhan)戰(zhan)略，以(yi)重(zhong)(zhong)(zhong)(zhong)大項(xiang)(xiang)目為(wei)抓手，聚焦(jiao)重(zhong)(zhong)(zhong)(zhong)點地區、重(zhong)(zhong)(zhong)(zhong)點環節、重(zhong)(zhong)(zhong)(zhong)點時段，集中(zhong)力(li)(li)量解決旅游公(gong)共服務(wu)領域的短(duan)板和(he)弱項(xiang)(xiang)，穩(wen)步提(ti)升保障能力(li)(li)，完善供(gong)給體系(xi)，持續提(ti)高(gao)旅游公(gong)共服務(wu)水平(ping)，為(wei)旅游業高(gao)質(zhi)量發展(zhan)(zhan)提(ti)供(gong)有力(li)(li)支撐(cheng)，不斷滿(man)足人(ren)民(min)日益增長(chang)的美好(hao)生活需要。

利用(yong)3到5年時間，基本建(jian)成結構完備、標準健(jian)全(quan)、運(yun)行順(shun)暢(chang)、優質高效(xiao)，與(yu)旅游(you)業高質量發展相(xiang)匹(pi)配的(de)旅游(you)公共服(fu)務體系，旅游(you)公共服(fu)務有效(xiao)供給明顯擴大(da)，服(fu)務效(xiao)能明顯提(ti)升，對薄(bo)弱領域、高峰時段(duan)和特殊人(ren)群的(de)服(fu)務保障(zhang)能力明顯增強，人(ren)民群眾對旅游(you)公共服(fu)務的(de)滿意(yi)度明顯提(ti)高。

二、主要任務

（一(yi)）優化旅游公(gong)共信息服務

1.優化(hua)線(xian)下旅(lv)(lv)(lv)(lv)游(you)(you)(you)(you)服(fu)(fu)務(wu)(wu)(wu)中(zhong)心(xin)(xin)布局。推動(dong)實施旅(lv)(lv)(lv)(lv)游(you)(you)(you)(you)咨(zi)詢服(fu)(fu)務(wu)(wu)(wu)拓展工程。制(zhi)定旅(lv)(lv)(lv)(lv)游(you)(you)(you)(you)服(fu)(fu)務(wu)(wu)(wu)中(zhong)心(xin)(xin)相關標(biao)準(zhun)，進(jin)一步明確旅(lv)(lv)(lv)(lv)游(you)(you)(you)(you)服(fu)(fu)務(wu)(wu)(wu)中(zhong)心(xin)(xin)定位，完善信息(xi)咨(zi)詢、宣傳展示、投訴(su)、便民等(deng)(deng)服(fu)(fu)務(wu)(wu)(wu)功能。以提升和改造(zao)既有(you)(you)設施為主，打造(zao)一批互動(dong)性強、體驗(yan)感好、主客共享(xiang)的新型旅(lv)(lv)(lv)(lv)游(you)(you)(you)(you)服(fu)(fu)務(wu)(wu)(wu)中(zhong)心(xin)(xin)。積(ji)極推動(dong)旅(lv)(lv)(lv)(lv)游(you)(you)(you)(you)服(fu)(fu)務(wu)(wu)(wu)中(zhong)心(xin)(xin)和旅(lv)(lv)(lv)(lv)游(you)(you)(you)(you)集散中(zhong)心(xin)(xin)一體化(hua)建設，重點(dian)推動(dong)旅(lv)(lv)(lv)(lv)游(you)(you)(you)(you)信息(xi)服(fu)(fu)務(wu)(wu)(wu)進(jin)機場(chang)、車站、碼頭、高速公路服(fu)(fu)務(wu)(wu)(wu)區。鼓勵(li)有(you)(you)條件的地(di)區在酒店大堂、便利店、租車點(dian)等(deng)(deng)設置旅(lv)(lv)(lv)(lv)游(you)(you)(you)(you)信息(xi)咨(zi)詢點(dian)。

2.加(jia)強線上旅(lv)(lv)游(you)公共(gong)信息服(fu)務。推(tui)動實(shi)施智慧旅(lv)(lv)游(you)公共(gong)服(fu)務平臺(tai)建(jian)設工程。支持旅(lv)(lv)游(you)目的地政(zheng)府建(jian)設內(nei)容(rong)全面、信息準確、更新及(ji)時、便于查詢的智慧旅(lv)(lv)游(you)公共(gong)服(fu)務平臺(tai)，鼓勵在政(zheng)府門戶網(wang)站、官方公眾號、小程序中設置(zhi)旅(lv)(lv)游(you)信息咨(zi)詢專欄。推(tui)動各地充分運用人工智能技術，積極探索旅(lv)(lv)游(you)公共(gong)信息智能問答(da)服(fu)務。

3.加強旅(lv)游(you)(you)公共(gong)(gong)信息(xi)服(fu)務資源整合。加強省市(shi)縣之間旅(lv)游(you)(you)公共(gong)(gong)信息(xi)服(fu)務縱向(xiang)聯動(dong)，健全(quan)信息(xi)采集、上傳、發(fa)布機制。推動(dong)文化(hua)和(he)(he)旅(lv)游(you)(you)與(yu)交通運輸(shu)、氣象、體育、水利(li)、能源、應急管理、消防、市(shi)場監管等跨(kua)部門、跨(kua)行業的公共(gong)(gong)信息(xi)數據共(gong)(gong)享，強化(hua)旅(lv)游(you)(you)交通路況(kuang)(kuang)、景區客流(liu)預(yu)(yu)警(jing)、氣象預(yu)(yu)報預(yu)(yu)警(jing)、災害預(yu)(yu)警(jing)、重(zhong)要(yao)節慶(qing)賽事、旅(lv)游(you)(you)經營單位及(ji)從業人員信用狀況(kuang)(kuang)和(he)(he)服(fu)務質量等重(zhong)要(yao)旅(lv)游(you)(you)公共(gong)(gong)信息(xi)的發(fa)布，提前預(yu)(yu)報，及(ji)時(shi)預(yu)(yu)警(jing)，科學引導群眾錯峰出游(you)(you)。

（二）完善(shan)旅游(you)公(gong)共交(jiao)通服務(wu)

4.加強(qiang)旅(lv)(lv)(lv)(lv)(lv)(lv)(lv)游(you)(you)(you)(you)交通(tong)基礎設(she)施(shi)(shi)(shi)建(jian)設(she)。推(tui)(tui)動(dong)(dong)各(ge)地將干(gan)線(xian)公(gong)(gong)路(lu)與A級(ji)旅(lv)(lv)(lv)(lv)(lv)(lv)(lv)游(you)(you)(you)(you)景區(qu)、旅(lv)(lv)(lv)(lv)(lv)(lv)(lv)游(you)(you)(you)(you)度(du)假區(qu)、紅色(se)旅(lv)(lv)(lv)(lv)(lv)(lv)(lv)游(you)(you)(you)(you)景點、鄉村旅(lv)(lv)(lv)(lv)(lv)(lv)(lv)游(you)(you)(you)(you)重點村鎮、美(mei)(mei)麗休閑鄉村、夜間文(wen)化和(he)旅(lv)(lv)(lv)(lv)(lv)(lv)(lv)游(you)(you)(you)(you)消費集聚區(qu)、丙級(ji)以(yi)上(shang)旅(lv)(lv)(lv)(lv)(lv)(lv)(lv)游(you)(you)(you)(you)民宿之間的(de)(de)連接道(dao)(dao)(dao)路(lu)建(jian)設(she)納入交通(tong)建(jian)設(she)規劃(hua)，支(zhi)持有條件的(de)(de)地區(qu)形成連接主要(yao)旅(lv)(lv)(lv)(lv)(lv)(lv)(lv)游(you)(you)(you)(you)區(qu)（點）的(de)(de)旅(lv)(lv)(lv)(lv)(lv)(lv)(lv)游(you)(you)(you)(you)交通(tong)環線(xian)。推(tui)(tui)動(dong)(dong)各(ge)地建(jian)設(she)一批各(ge)具特(te)色(se)、功能(neng)完(wan)備的(de)(de)自(zi)行(xing)(xing)車道(dao)(dao)(dao)、步道(dao)(dao)(dao)等(deng)旅(lv)(lv)(lv)(lv)(lv)(lv)(lv)游(you)(you)(you)(you)綠(lv)道(dao)(dao)(dao)。支(zhi)持旅(lv)(lv)(lv)(lv)(lv)(lv)(lv)游(you)(you)(you)(you)航道(dao)(dao)(dao)建(jian)設(she)。推(tui)(tui)動(dong)(dong)打造一批旅(lv)(lv)(lv)(lv)(lv)(lv)(lv)游(you)(you)(you)(you)公(gong)(gong)路(lu)。實施(shi)(shi)(shi)國家旅(lv)(lv)(lv)(lv)(lv)(lv)(lv)游(you)(you)(you)(you)風(feng)景道(dao)(dao)(dao)工程，制(zhi)(zhi)定國家旅(lv)(lv)(lv)(lv)(lv)(lv)(lv)游(you)(you)(you)(you)風(feng)景道(dao)(dao)(dao)標(biao)(biao)(biao)(biao)準，在(zai)保障安(an)全通(tong)行(xing)(xing)的(de)(de)前提下推(tui)(tui)出一批配套服(fu)務(wu)好、道(dao)(dao)(dao)路(lu)風(feng)景美(mei)(mei)、文(wen)化特(te)色(se)鮮明的(de)(de)國家旅(lv)(lv)(lv)(lv)(lv)(lv)(lv)游(you)(you)(you)(you)風(feng)景道(dao)(dao)(dao)。實施(shi)(shi)(shi)旅(lv)(lv)(lv)(lv)(lv)(lv)(lv)游(you)(you)(you)(you)標(biao)(biao)(biao)(biao)識(shi)標(biao)(biao)(biao)(biao)牌建(jian)設(she)工程。結合(he)周邊(bian)旅(lv)(lv)(lv)(lv)(lv)(lv)(lv)游(you)(you)(you)(you)資源(yuan)，按照相(xiang)關(guan)標(biao)(biao)(biao)(biao)準規范要(yao)求，因地制(zhi)(zhi)宜在(zai)交通(tong)基礎設(she)施(shi)(shi)(shi)中設(she)置(zhi)相(xiang)應旅(lv)(lv)(lv)(lv)(lv)(lv)(lv)游(you)(you)(you)(you)引(yin)導標(biao)(biao)(biao)(biao)識(shi)標(biao)(biao)(biao)(biao)牌，切實提升標(biao)(biao)(biao)(biao)識(shi)標(biao)(biao)(biao)(biao)牌的(de)(de)規范性、辨識(shi)度(du)和(he)文(wen)化內(nei)涵，支(zhi)持各(ge)地探索智能(neng)化旅(lv)(lv)(lv)(lv)(lv)(lv)(lv)游(you)(you)(you)(you)標(biao)(biao)(biao)(biao)識(shi)建(jian)設(she)。鼓勵在(zai)高(gao)速公(gong)(gong)路(lu)或城市(shi)快速路(lu)設(she)置(zhi)4A級(ji)及(ji)(ji)以(yi)上(shang)旅(lv)(lv)(lv)(lv)(lv)(lv)(lv)游(you)(you)(you)(you)景區(qu)旅(lv)(lv)(lv)(lv)(lv)(lv)(lv)游(you)(you)(you)(you)指(zhi)引(yin)標(biao)(biao)(biao)(biao)志，在(zai)普通(tong)省干(gan)線(xian)公(gong)(gong)路(lu)、農(nong)村公(gong)(gong)路(lu)、城市(shi)道(dao)(dao)(dao)路(lu)設(she)置(zhi)3A級(ji)及(ji)(ji)以(yi)上(shang)旅(lv)(lv)(lv)(lv)(lv)(lv)(lv)游(you)(you)(you)(you)景區(qu)旅(lv)(lv)(lv)(lv)(lv)(lv)(lv)游(you)(you)(you)(you)指(zhi)引(yin)標(biao)(biao)(biao)(biao)志。

5.提升旅(lv)(lv)游(you)交(jiao)(jiao)通公共(gong)服(fu)(fu)(fu)(fu)務(wu)設(she)(she)(she)施(shi)建(jian)(jian)設(she)(she)(she)和管(guan)理(li)水平。推(tui)動實施(shi)旅(lv)(lv)游(you)集(ji)散(san)中(zhong)心改(gai)造提升工程(cheng)。依托機場、高鐵站(zhan)、大(da)型客運碼頭、汽車(che)客運站(zhan)等(deng)交(jiao)(jiao)通樞紐，新(xin)(xin)建(jian)(jian)、改(gai)造一(yi)批(pi)(pi)旅(lv)(lv)游(you)集(ji)散(san)中(zhong)心，完善(shan)(shan)旅(lv)(lv)游(you)集(ji)散(san)中(zhong)心游(you)客換乘、旅(lv)(lv)游(you)客運專線、接駁接送、聯(lian)程(cheng)聯(lian)運、客運專班、汽車(che)租(zu)賃、票(piao)務(wu)代(dai)理(li)、信(xin)息咨詢、文化展(zhan)(zhan)示等(deng)功(gong)能。拓(tuo)展(zhan)(zhan)跨區域旅(lv)(lv)游(you)集(ji)散(san)服(fu)(fu)(fu)(fu)務(wu)。促進(jin)旅(lv)(lv)游(you)集(ji)散(san)中(zhong)心線上線下業務(wu)融(rong)合發展(zhan)(zhan)。鼓勵各地(di)建(jian)(jian)設(she)(she)(she)一(yi)批(pi)(pi)服(fu)(fu)(fu)(fu)務(wu)于旅(lv)(lv)游(you)區（點(dian)）的旅(lv)(lv)游(you)停(ting)(ting)車(che)場，加大(da)生態停(ting)(ting)車(che)場和立(li)體停(ting)(ting)車(che)場建(jian)(jian)設(she)(she)(she)力度，完善(shan)(shan)停(ting)(ting)車(che)場充電樁(zhuang)等(deng)新(xin)(xin)能源(yuan)服(fu)(fu)(fu)(fu)務(wu)設(she)(she)(she)施(shi)，探索(suo)推(tui)廣智能化停(ting)(ting)車(che)服(fu)(fu)(fu)(fu)務(wu)。推(tui)動各地(di)在旅(lv)(lv)游(you)高峰(feng)期，面向游(you)客自駕(jia)車(che)和旅(lv)(lv)游(you)大(da)巴(ba)增設(she)(she)(she)更多(duo)臨(lin)時停(ting)(ting)靠點(dian)。拓(tuo)展(zhan)(zhan)高速(su)公路(lu)服(fu)(fu)(fu)(fu)務(wu)區文化和旅(lv)(lv)游(you)公共(gong)服(fu)(fu)(fu)(fu)務(wu)功(gong)能，形成一(yi)批(pi)(pi)特色主題服(fu)(fu)(fu)(fu)務(wu)區。推(tui)動有條件(jian)的國省干線公路(lu)在保(bao)障道(dao)路(lu)交(jiao)(jiao)通安(an)全通暢的前提下，增設(she)(she)(she)旅(lv)(lv)游(you)驛站(zhan)、觀景臺、自駕(jia)車(che)旅(lv)(lv)居車(che)營(ying)地(di)、廁所等(deng)服(fu)(fu)(fu)(fu)務(wu)設(she)(she)(she)施(shi)。

6.優化(hua)旅(lv)(lv)(lv)游(you)(you)交(jiao)通運(yun)輸服(fu)務。優化(hua)配(pei)置重點(dian)(dian)旅(lv)(lv)(lv)游(you)(you)城市(shi)列車(che)班(ban)(ban)次，增(zeng)開(kai)重點(dian)(dian)旅(lv)(lv)(lv)游(you)(you)城市(shi)和(he)(he)(he)旅(lv)(lv)(lv)游(you)(you)目的(de)地(di)旅(lv)(lv)(lv)游(you)(you)專列，增(zeng)加(jia)旅(lv)(lv)(lv)游(you)(you)城市(shi)與主要客(ke)源(yuan)地(di)之間航(hang)線航(hang)班(ban)(ban)，增(zeng)加(jia)旅(lv)(lv)(lv)游(you)(you)旺季(ji)航(hang)班(ban)(ban)配(pei)置，鼓勵有(you)條件的(de)地(di)方增(zeng)開(kai)重要旅(lv)(lv)(lv)游(you)(you)區（點(dian)(dian)）直通車(che)和(he)(he)(he)旅(lv)(lv)(lv)游(you)(you)公交(jiao)專線，在旅(lv)(lv)(lv)游(you)(you)景點(dian)(dian)增(zeng)設(she)公交(jiao)站點(dian)(dian)。完善(shan)自(zi)駕車(che)旅(lv)(lv)(lv)游(you)(you)服(fu)務體系。積極推(tui)動旅(lv)(lv)(lv)游(you)(you)交(jiao)通聯程聯運(yun)。支持(chi)重點(dian)(dian)旅(lv)(lv)(lv)游(you)(you)城市(shi)開(kai)通具有(you)當地(di)文化(hua)特色、體驗感(gan)強的(de)旅(lv)(lv)(lv)游(you)(you)觀(guan)光(guang)巴(ba)士線路。支持(chi)國內水路旅(lv)(lv)(lv)游(you)(you)客(ke)運(yun)精品(pin)航(hang)線的(de)建(jian)設(she)和(he)(he)(he)發展。加(jia)強交(jiao)通管理和(he)(he)(he)智慧交(jiao)通技術運(yun)用，緩解旅(lv)(lv)(lv)游(you)(you)高(gao)峰(feng)期擁堵問(wen)題。

（三(san)）強(qiang)化旅(lv)游應急救援服(fu)務(wu)

7.加強(qiang)旅(lv)游應(ying)(ying)急(ji)救(jiu)援(yuan)機(ji)制(zhi)(zhi)(zhi)建設。推動各(ge)地將旅(lv)游應(ying)(ying)急(ji)管理納入政府(fu)應(ying)(ying)急(ji)管理體(ti)系，健全(quan)部(bu)門聯(lian)動的旅(lv)游安(an)全(quan)應(ying)(ying)急(ji)救(jiu)援(yuan)機(ji)制(zhi)(zhi)(zhi)，落(luo)實旅(lv)游經營單位安(an)全(quan)主體(ti)責任，制(zhi)(zhi)(zhi)定旅(lv)游應(ying)(ying)急(ji)預案，建立旅(lv)游突發事件應(ying)(ying)對機(ji)制(zhi)(zhi)(zhi)，強(qiang)化(hua)預警與(yu)應(ying)(ying)急(ji)響應(ying)(ying)聯(lian)動。強(qiang)化(hua)旅(lv)游重點領域和(he)關鍵環(huan)節的安(an)全(quan)管理。

8.優化旅(lv)(lv)游(you)應急(ji)救(jiu)(jiu)援(yuan)設(she)(she)施設(she)(she)備(bei)布局。推動(dong)(dong)旅(lv)(lv)游(you)區(qu)(qu)（點(dian)）配(pei)(pei)置(zhi)應急(ji)救(jiu)(jiu)援(yuan)報警(jing)裝置(zhi)，完善安全設(she)(she)施設(she)(she)備(bei)配(pei)(pei)備(bei)，加強(qiang)消防(fang)車道(dao)、自(zi)動(dong)(dong)噴水(shui)滅火系統、消火栓、消防(fang)水(shui)源等(deng)(deng)消防(fang)設(she)(she)施建(jian)設(she)(she)改造(zao)。推動(dong)(dong)在游(you)客集中的旅(lv)(lv)游(you)區(qu)(qu)（點(dian)）設(she)(she)置(zhi)醫(yi)療(liao)救(jiu)(jiu)助站、急(ji)救(jiu)(jiu)點(dian)，有條件(jian)的地方配(pei)(pei)備(bei)急(ji)救(jiu)(jiu)箱、自(zi)動(dong)(dong)體外除顫(zhan)儀（AED）、應急(ji)救(jiu)(jiu)護一體機等(deng)(deng)急(ji)救(jiu)(jiu)設(she)(she)備(bei)設(she)(she)施。推動(dong)(dong)高(gao)原缺(que)氧(yang)地區(qu)(qu)旅(lv)(lv)游(you)區(qu)(qu)（點(dian)）、賓(bin)館酒店配(pei)(pei)備(bei)供氧(yang)設(she)(she)施設(she)(she)備(bei)。指導A級旅(lv)(lv)游(you)景區(qu)(qu)就近與縣(xian)級以上綜合醫(yi)院建(jian)立定向協作救(jiu)(jiu)援(yuan)機制，提高(gao)院前醫(yi)療(liao)急(ji)救(jiu)(jiu)能力。

9.增(zeng)強旅(lv)游(you)應(ying)(ying)急(ji)救(jiu)援的(de)(de)社(she)會參與(yu)。引(yin)導各地(di)用好旅(lv)行社(she)責任保(bao)險的(de)(de)應(ying)(ying)急(ji)救(jiu)援服務功能，鼓勵游(you)客購買附加救(jiu)援服務的(de)(de)旅(lv)游(you)意外險。支持各地(di)廣泛開展旅(lv)游(you)安(an)(an)全(quan)宣傳教(jiao)(jiao)育，將旅(lv)游(you)安(an)(an)全(quan)與(yu)應(ying)(ying)急(ji)知識(shi)教(jiao)(jiao)育納入旅(lv)游(you)職業(ye)教(jiao)(jiao)育和(he)旅(lv)游(you)從業(ye)人員(yuan)(yuan)在職培(pei)訓內(nei)容，提高旅(lv)游(you)從業(ye)人員(yuan)(yuan)安(an)(an)全(quan)意識(shi)和(he)應(ying)(ying)急(ji)救(jiu)助(zhu)技(ji)能。

（四(si)）加強旅游惠(hui)民便(bian)民服務

10.開展形式多樣的旅(lv)(lv)(lv)游(you)(you)惠(hui)民便民活動。鼓(gu)勵各地(di)積(ji)極探索實施旅(lv)(lv)(lv)游(you)(you)消費(fei)惠(hui)民舉措，有效釋放旅(lv)(lv)(lv)游(you)(you)消費(fei)潛力。鼓(gu)勵各地(di)聯(lian)合舉辦旅(lv)(lv)(lv)游(you)(you)消費(fei)促進活動，通過(guo)聯(lian)合發(fa)行(xing)旅(lv)(lv)(lv)游(you)(you)消費(fei)一卡通等(deng)方式，促進游(you)(you)客跨(kua)區域流動。廣泛開展旅(lv)(lv)(lv)游(you)(you)知識公益(yi)教(jiao)育(yu)，推動旅(lv)(lv)(lv)游(you)(you)知識教(jiao)育(yu)進校園、進社(she)區。完善旅(lv)(lv)(lv)游(you)(you)投訴受理(li)機(ji)制(zhi)，提高游(you)(you)客投訴處理(li)效率。優化旅(lv)(lv)(lv)游(you)(you)糾紛調解機(ji)制(zhi)，保護游(you)(you)客切身(shen)利益(yi)。制(zhi)定旅(lv)(lv)(lv)游(you)(you)志愿服(fu)(fu)務管理(li)辦法，加快建立(li)旅(lv)(lv)(lv)游(you)(you)志愿服(fu)(fu)務管理(li)和(he)激(ji)勵機(ji)制(zhi)，引(yin)導各地(di)常態(tai)化開展旅(lv)(lv)(lv)游(you)(you)志愿服(fu)(fu)務。

11.推(tui)動(dong)旅(lv)(lv)(lv)游(you)(you)惠(hui)民便民設(she)(she)施建(jian)設(she)(she)改(gai)造(zao)(zao)。加(jia)強(qiang)適應老年(nian)人(ren)(ren)、未成年(nian)人(ren)(ren)、孕嬰、殘疾人(ren)(ren)等群體需求的旅(lv)(lv)(lv)游(you)(you)公共(gong)服務(wu)設(she)(she)施建(jian)設(she)(she)改(gai)造(zao)(zao)。完(wan)善(shan)智慧(hui)(hui)旅(lv)(lv)(lv)游(you)(you)適老化服務(wu)。推(tui)動(dong)旅(lv)(lv)(lv)游(you)(you)區(qu)（點(dian)）配(pei)(pei)備(bei)無障礙旅(lv)(lv)(lv)游(you)(you)設(she)(she)施。引導相關城市(shi)(shi)及(ji)旅(lv)(lv)(lv)游(you)(you)目的地(di)(di)發展(zhan)兒童友好(hao)旅(lv)(lv)(lv)游(you)(you)公共(gong)服務(wu)。推(tui)動(dong)實(shi)施旅(lv)(lv)(lv)游(you)(you)廁(ce)所(suo)(suo)質量提升(sheng)工程。全(quan)面貫徹落實(shi)旅(lv)(lv)(lv)游(you)(you)廁(ce)所(suo)(suo)國家標準。重點(dian)加(jia)強(qiang)中西部(bu)欠發達地(di)(di)區(qu)，以及(ji)高(gao)寒、高(gao)海(hai)拔、缺水、缺電地(di)(di)區(qu)旅(lv)(lv)(lv)游(you)(you)廁(ce)所(suo)(suo)建(jian)設(she)(she)。加(jia)強(qiang)移動(dong)廁(ce)所(suo)(suo)配(pei)(pei)備(bei)，有效(xiao)緩(huan)解旅(lv)(lv)(lv)游(you)(you)高(gao)峰期“如廁(ce)難”問題。鼓勵有條件的旅(lv)(lv)(lv)游(you)(you)活動(dong)場(chang)所(suo)(suo)開展(zhan)智慧(hui)(hui)旅(lv)(lv)(lv)游(you)(you)廁(ce)所(suo)(suo)建(jian)設(she)(she)，持續(xu)推(tui)動(dong)旅(lv)(lv)(lv)游(you)(you)廁(ce)所(suo)(suo)電子地(di)(di)圖標注工作(zuo)。推(tui)動(dong)實(shi)施旅(lv)(lv)(lv)游(you)(you)景區(qu)環境(jing)綜合(he)整治(zhi)工程。結合(he)鄉村(cun)振興(xing)、城市(shi)(shi)更新、農(nong)村(cun)人(ren)(ren)居環境(jing)整治(zhi)提升(sheng)等重點(dian)工作(zuo)，對旅(lv)(lv)(lv)游(you)(you)景區(qu)及(ji)周邊環境(jing)進(jin)行全(quan)面整治(zhi)。

12.提(ti)(ti)升入(ru)境(jing)旅游(you)(you)(you)公共服(fu)務(wu)(wu)(wu)水平(ping)。加強(qiang)入(ru)境(jing)游(you)(you)(you)客較(jiao)為集中(zhong)區(qu)域的(de)(de)(de)旅游(you)(you)(you)服(fu)務(wu)(wu)(wu)中(zhong)心外(wai)語(yu)咨詢(xun)服(fu)務(wu)(wu)(wu)，提(ti)(ti)供必要(yao)的(de)(de)(de)中(zhong)外(wai)文旅游(you)(you)(you)地圖、旅游(you)(you)(you)指南等免(mian)費旅游(you)(you)(you)宣傳材料，完善旅游(you)(you)(you)服(fu)務(wu)(wu)(wu)中(zhong)心“i”標識(shi)設(she)置。鼓勵重點(dian)旅游(you)(you)(you)城市(shi)面向入(ru)境(jing)游(you)(you)(you)客提(ti)(ti)供外(wai)文版線上(shang)(shang)信息咨詢(xun)服(fu)務(wu)(wu)(wu)。在重點(dian)旅游(you)(you)(you)城市(shi)公共場所以及A級旅游(you)(you)(you)景區(qu)、旅游(you)(you)(you)度假區(qu)等開(kai)展(zhan)外(wai)語(yu)標識(shi)牌規范化(hua)建(jian)設(she)行動(dong)(dong)。推動(dong)(dong)入(ru)境(jing)游(you)(you)(you)客較(jiao)多的(de)(de)(de)景區(qu)開(kai)發多語(yu)種(zhong)預約(yue)界(jie)面，將(jiang)護照等納(na)入(ru)有(you)效預約(yue)證件，并保留(liu)必要(yao)的(de)(de)(de)人(ren)工服(fu)務(wu)(wu)(wu)窗口。優(you)化(hua)入(ru)境(jing)旅游(you)(you)(you)支(zhi)(zhi)(zhi)付環境(jing)，加強(qiang)相關(guan)軟硬件設(she)施配備，暢通移動(dong)(dong)支(zhi)(zhi)(zhi)付、銀行卡(ka)、現金等支(zhi)(zhi)(zhi)付渠(qu)道(dao)，提(ti)(ti)升入(ru)境(jing)游(you)(you)(you)客線上(shang)(shang)線下購買文化(hua)和旅游(you)(you)(you)產品與服(fu)務(wu)(wu)(wu)的(de)(de)(de)支(zhi)(zhi)(zhi)付體驗。推動(dong)(dong)入(ru)境(jing)游(you)(you)(you)客快(kuai)速通關(guan)、住宿(su)登(deng)記、交通出行、電(dian)信業務(wu)(wu)(wu)、生活消費、景點(dian)預約(yue)等事務(wu)(wu)(wu)辦理便利化(hua)。

（五）促進公(gong)共文化服務和旅(lv)游公(gong)共服務融(rong)合發展(zhan)

13.促(cu)進文(wen)(wen)化(hua)(hua)(hua)和旅(lv)(lv)(lv)(lv)(lv)游(you)(you)公(gong)共服(fu)(fu)務(wu)(wu)(wu)(wu)設施功能融合(he)。鼓勵有條(tiao)件的(de)地(di)(di)(di)方推(tui)動公(gong)共圖(tu)書館(guan)(guan)、文(wen)(wen)化(hua)(hua)(hua)館(guan)(guan)（站）、基層(ceng)綜(zong)合(he)性文(wen)(wen)化(hua)(hua)(hua)服(fu)(fu)務(wu)(wu)(wu)(wu)中(zhong)心(xin)和旅(lv)(lv)(lv)(lv)(lv)游(you)(you)服(fu)(fu)務(wu)(wu)(wu)(wu)中(zhong)心(xin)一體化(hua)(hua)(hua)建設。推(tui)動將(jiang)閱讀、非遺展示、藝(yi)術表演等(deng)文(wen)(wen)化(hua)(hua)(hua)服(fu)(fu)務(wu)(wu)(wu)(wu)融入旅(lv)(lv)(lv)(lv)(lv)游(you)(you)服(fu)(fu)務(wu)(wu)(wu)(wu)中(zhong)心(xin)、旅(lv)(lv)(lv)(lv)(lv)游(you)(you)集散中(zhong)心(xin)等(deng)旅(lv)(lv)(lv)(lv)(lv)游(you)(you)公(gong)共服(fu)(fu)務(wu)(wu)(wu)(wu)場(chang)所。推(tui)動在(zai)游(you)(you)客比例較(jiao)高的(de)文(wen)(wen)化(hua)(hua)(hua)設施中(zhong)，增(zeng)加(jia)旅(lv)(lv)(lv)(lv)(lv)游(you)(you)信(xin)息咨詢、旅(lv)(lv)(lv)(lv)(lv)游(you)(you)地(di)(di)(di)圖(tu)、旅(lv)(lv)(lv)(lv)(lv)游(you)(you)指(zhi)南等(deng)旅(lv)(lv)(lv)(lv)(lv)游(you)(you)公(gong)共服(fu)(fu)務(wu)(wu)(wu)(wu)內容。鼓勵地(di)(di)(di)方在(zai)保(bao)(bao)護的(de)前提下(xia)，依法合(he)理利用文(wen)(wen)物建筑，豐富其旅(lv)(lv)(lv)(lv)(lv)游(you)(you)公(gong)共服(fu)(fu)務(wu)(wu)(wu)(wu)功能。在(zai)文(wen)(wen)物保(bao)(bao)護單位和歷史(shi)文(wen)(wen)化(hua)(hua)(hua)名(ming)城（街區(qu)、村鎮）的(de)保(bao)(bao)護范圍及建設控(kong)制地(di)(di)(di)帶建設旅(lv)(lv)(lv)(lv)(lv)游(you)(you)公(gong)共服(fu)(fu)務(wu)(wu)(wu)(wu)設施應符合(he)相關保(bao)(bao)護要求。

14.豐富旅游(you)(you)(you)場(chang)所公(gong)(gong)共(gong)文(wen)(wen)化(hua)服(fu)務內(nei)容。推(tui)動實(shi)施公(gong)(gong)共(gong)文(wen)(wen)化(hua)服(fu)務進旅游(you)(you)(you)場(chang)所工(gong)程。積極開(kai)展鄉(xiang)村(cun)文(wen)(wen)化(hua)旅游(you)(you)(you)節(jie)(jie)慶(qing)活動。推(tui)動廣場(chang)舞、村(cun)晚、村(cun)超、“村(cun)BA”、藝(yi)術節(jie)(jie)慶(qing)、群(qun)眾歌詠(yong)等文(wen)(wen)化(hua)體育活動，民間文(wen)(wen)化(hua)藝(yi)術、群(qun)星獎作品、文(wen)(wen)化(hua)講座、美術展覽(lan)、優(you)秀劇(ju)目(mu)等優(you)質文(wen)(wen)化(hua)資(zi)源(yuan)進景區等旅游(you)(you)(you)場(chang)所。在游(you)(you)(you)客較為集中的(de)旅游(you)(you)(you)街(jie)區設(she)置表演點位，積極開(kai)展街(jie)頭藝(yi)術表演等文(wen)(wen)化(hua)活動。搭建各類民間文(wen)(wen)化(hua)藝(yi)術團體與旅游(you)(you)(you)經營場(chang)所的(de)溝通橋梁(liang)，進一(yi)步豐富旅游(you)(you)(you)場(chang)所的(de)文(wen)(wen)化(hua)內(nei)涵。

15.增強公共(gong)文(wen)化(hua)場所(suo)旅(lv)游吸引(yin)力。推動博物(wu)館(guan)(guan)、美術(shu)館(guan)(guan)、公共(gong)圖(tu)書(shu)館(guan)(guan)、文(wen)化(hua)館(guan)(guan)、紀念(nian)館(guan)(guan)、劇院、非(fei)物(wu)質(zhi)文(wen)化(hua)遺產展示(shi)場所(suo)、考古遺址公園等(deng)完善旅(lv)游服務(wu)配套設施，提升旅(lv)游公共(gong)服務(wu)水平(ping)，培育主客共(gong)享的美好生活新空間。在確(que)保文(wen)物(wu)安全的前提下(xia)，支持有條件的公共(gong)文(wen)化(hua)場所(suo)創(chuang)建A級旅(lv)游景區(qu)，鼓勵文(wen)博單位在旅(lv)游旺季科學調(diao)整開(kai)放(fang)時段。

三、組織保障

用好旅(lv)(lv)(lv)游(you)(you)(you)發展基金等(deng)既有專項資金，引導社會力量加(jia)大投(tou)入(ru)，加(jia)強資金保障。推(tui)(tui)動將旅(lv)(lv)(lv)游(you)(you)(you)公(gong)共(gong)(gong)(gong)服(fu)務(wu)(wu)設(she)(she)施(shi)(shi)用地納入(ru)國土空間(jian)規劃(hua)統籌(chou)考慮(lv)，在年(nian)度(du)土地供(gong)應中(zhong)合理(li)安排旅(lv)(lv)(lv)游(you)(you)(you)服(fu)務(wu)(wu)中(zhong)心(xin)、集散中(zhong)心(xin)、旅(lv)(lv)(lv)游(you)(you)(you)停車場、公(gong)共(gong)(gong)(gong)營地等(deng)旅(lv)(lv)(lv)游(you)(you)(you)公(gong)共(gong)(gong)(gong)服(fu)務(wu)(wu)設(she)(she)施(shi)(shi)新增建(jian)設(she)(she)用地，支持農村(cun)集體建(jian)設(she)(she)用地依(yi)法(fa)依(yi)規用于(yu)旅(lv)(lv)(lv)游(you)(you)(you)公(gong)共(gong)(gong)(gong)服(fu)務(wu)(wu)設(she)(she)施(shi)(shi)建(jian)設(she)(she)。實施(shi)(shi)城鄉(xiang)旅(lv)(lv)(lv)游(you)(you)(you)公(gong)共(gong)(gong)(gong)服(fu)務(wu)(wu)標準(zhun)化建(jian)設(she)(she)工程(cheng)。制(zhi)定實施(shi)(shi)城市旅(lv)(lv)(lv)游(you)(you)(you)公(gong)共(gong)(gong)(gong)服(fu)務(wu)(wu)、鄉(xiang)村(cun)旅(lv)(lv)(lv)游(you)(you)(you)公(gong)共(gong)(gong)(gong)服(fu)務(wu)(wu)標準(zhun)，引導全國重(zhong)點旅(lv)(lv)(lv)游(you)(you)(you)城市、全國鄉(xiang)村(cun)旅(lv)(lv)(lv)游(you)(you)(you)重(zhong)點村(cun)鎮貫徹落實標準(zhun)要求，充分發揮其引領和(he)帶動作用，為推(tui)(tui)進旅(lv)(lv)(lv)游(you)(you)(you)公(gong)共(gong)(gong)(gong)服(fu)務(wu)(wu)高質(zhi)量發展提供(gong)實踐示(shi)范(fan)和(he)制(zhi)度(du)建(jian)設(she)(she)經驗。