12345政務熱線

建立健全基本公共服務體系,促進基本公共服務均等化,是深入貫徹落實科學發展觀的重大舉措,是構建社會主義和諧社會、維護社會公平正義的迫切需要,是全面建設服務型政府的內在要求,對于推進以保障和改善民生為重點的社會建設,對于切實保障人民群眾最關心、最直接、最現實的利益,對于加快經濟發展方式轉變、擴大內需特別是消費需求,都具有十分重要的意義。便民服務平臺的推出,可以很好地整合政府內部資源,擴展政府為民服務的渠道。通過制定標準化工作環節和服務標準,可以形成無縫隙、全覆蓋的服務標準化網絡,創造黨委領導、政府負責、群眾參與、社會協同的社會管理新模式。

為貫徹落實黨的十九大關于“建設人民滿意的服務型政府”的精神及中央關于推進“放管服”改革的工作部署,根據《國務院辦公廳關于印發“互聯網+政務服務”技術體系建設指南的通知》(國辦函〔2016〕108號)、《中共中央辦公廳、國務院辦公廳關于深入推進審批服務便民化的指導意見》等文件精神,推進深化服務型政府建設,通過“12345”政府熱線有效整合社會資源,受理社會公眾咨詢、求助、意見、建議和投訴等非應急類事項,引導公眾參與、增強政民互動、服務政府決策,確保公眾訴求事項“件件有回音、事事有結果”,以進一步轉變政府職能,提升政府公共服務水平和公眾滿意度。

 

系統技術架構如下圖所示

 

系統的總體架構主要由七個核心體系構成:服務體系、業務應用體系、應用支撐體系、信息資源體系、基礎設施體系、法律法規和標準化體系、信息安全與管理體系。在推進系統建設的過程中,服務是宗旨,應用是關鍵,應用支撐是依托,信息資源是核心,基礎設施是承載,標準化體系是保障。

 

l 基礎設施體系

基礎設施是平臺建設的基礎和前提。基礎設施包括呼叫中心平臺、短信平臺、電子政務網、互聯網、服務器、存儲設備、安全設備等,支持依托政務云平臺進行集約化部署建設。

 

l 信息資源體系

根據統一的信息資源標準規范,建立統一的辦件信息庫、業務知識庫、用戶信息庫等信息資源庫,實現基礎信息的共建共享,為政府熱線服務提供統一的數據支撐。

 

l 應用支撐體系

通過統一的支撐體系為各類業務應用提供一系列通用化的服務,既有效簡化應用系統的設計和實現,避免了重復投資,又規范了各獨立系統的建設,使之更容易進行集成和整合。

 

l 業務應用體系

業務應用體系是12345政府熱線服務平臺建設的主要內容,包含了統一受理系統、業務協同系統、效能監管系統、智能知識庫管理系統、統計分析系統、業務綜合管理系統、數據交換對接系統和后臺配置管理系統。

 

l 服務體系

服務是12345政府熱線服務平臺建設的出發點和落腳點。平臺的服務體系根據服務渠道分為:熱線服務、門戶服務、移動APP服務、微信服務、微博服務、電子郵件服務、短信服務等。

 

l 法律法規和標準化體系

在平臺的建設過程中,標準化是實現互聯互通的保障。本平臺的設計遵循國家和地方相關標準規范,可為實現跨部門、縱向與橫向的數據共享交換提供基礎保障。

 

l 信息安全與管理體系

在平臺的建設過程中,遵循國家及當地的安全規范,并且建設起平臺的維護機制。熱線服務中心與各成員單位要建立聯系人和分管領導負責制,共同促進平臺的健康發展。

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