12345 is the *** number of **external service, and each province and city has a slight difference in the name of 12345, which is nothing more than: 12345 mayor **service government affairs convenience service**, 12345 citizen service ** and other names. Since 1999, when various cities have opened and established 12345**, it has been 20 years, and cities of all sizes across the country have basically established 12345**. With the continuous development of Internet technology and the increase in people's demand for convenience in work, the 12345 function has also changed from a single transfer at the beginning, to centralized processing, to the establishment of an omni-channel service platform, and then to today's omni-channel, multi-unified access, cross-platform and cross-regional management at the city and county level, and the development of smart city mode.
Witnesses and participants in the rapid development of the 12345** system, participated in the construction of dozens of 12345 projects, large and small, and kept up with the pace of development of the times. Below.
12345 Platform Requirement Analysis:
1.Through the unified acceptance, distribution and assessment of the municipal platform, the cross-regional transfer of work orders and multi-level work order scheduling of the multi-level platform of the city and county are realized.
2.Integrate and realize the omni-channel integration service platform of various convenient services and appeal feedback, such as **, network, mobile phone SMS, Weibo, WeChat, forum, APP, etc.
3.Build a 12315 data exchange hub in the city to realize the interconnection of business processes and data.
4.Carry out unified business supervision of multi-level platforms in cities and counties, focusing on the alarm and follow-up supervision of work orders such as cross-regional transfers, departmental prevarication, dissatisfaction, difficulties and complaints.
5.Relying on the unified 12315 data standard specification and the top-down multi-level data exchange system of cities and counties, the 12315 city-wide data resource center will be built.
The city's overall planning and municipal-level command of the "12345" service is an important part of the construction of the "Internet + government service" system, and an important channel and supervision starting point for mass consultation and complaints.
One station is external, and one station is external; Everything has an echo and every piece has a result.
1.The channel unified access platform mainly realizes the unified access of various contact channels, all core businesses are processed by the background, and the front-end interaction process is presented by the channel unified access platform.
2.The 12345 platform mainly realizes the multi-level complaint work order flow of the city and county of the platform.
Transfer, massive knowledge point inquiry, key complaint case sharing, customer service, performance appraisal, statistical analysis and other business functions.
3.The business collaborative scheduling platform is mainly used to realize the standardized management of business collaborative scheduling of third-party platforms, and form unified dispatch, unified supervision, and unified response.
4.The data exchange platform is mainly used to realize business data exchange with third-party systems, so as to realize cross-platform traffic data, knowledge exchange and business supervision data collection, and through the collection of a large amount of data, complete the establishment of the best public service data resource warehouse, and provide data support for subsequent public service big data analysis.
1.The access presentation layer of various external service channels is mainly based on the presentation characteristics of the channel to complete the interaction process with users, and all business logic is processed by the background to ensure the consistency of information content, service process and business logic of each channel.
2.It realizes the unified processing of business logic, the unified entrance of business access, and the unified feedback of business processing results of each channel, and realizes business collaborative processing between channels according to the dynamic monitoring of channels.
3.On the basis of a unified data resource pool, big data analysis tools are used to provide various thematic analysis and judgment data and customized reports.
4.Through the system monitoring center, the collection and monitoring of the operation status and business processing of each system in the omni-channel are completed, and the visual system monitoring and business operation monitoring are formed.
Hotspot Engine Program
As a link between citizens and enterprises, Mayor 12345 has always undertaken the important task of listening to the voice of the society, paying attention to the focus of people's livelihood, and providing services for citizens and enterprises. Call center system manufacturers actively promote the comprehensive upgrading of the 12345 system, so that 12345 can truly become an efficient and mature communication bridge between citizens and the public.
Through the construction of the 12345 integrated service platform, the integration of "1" 12345 cities, the establishment of "2" systems of public service and administrative efficiency, the development of citizen services, enterprise services, and management of "3" types of business, improve the standardization of service processes, the standardization of departmental communication and collaboration, the visualization of urban operation decision-making analysis, and the "4" capabilities of consistent experience of many service channels, and open "5" channels of **, SMS email, Internet, mobile terminals, and social networking, and get ** anytime and anywhere All-round, humanized and active services, and then create a local characteristic and national leading public service platform of "12345, something to find".