Research On The Application Of Call Center In E-Government Public Service System

The concept "public centric" has become one of the basic principles in the E-Government construction today. Now, the E-Government projects conducted by each country all concentrate on how to fetch information quickly and interactively. Whether the pubic can achieve the pubic service quickly and conveniently has become the key problem during the e-Government development. Our country has make great progress in E-Government these years, but still a lot of problems exists in the public service system in E-Government, such as a lack of fetch information channels, a lack of interactive between publics and government, and little useful information. Call center is the customer service system which accelerates information transferring by integrating voice, video and data based on public network. Modern call center will evitable improve the public service of E-Government system.On the basis of researching on the existing problems in public service system in E-Government and the key problem to be solved when applying call center in public service system of E-Government, the thesis establishes a heterogeneous database integration based on XML, uses VoiceXML to realize the integration between PSTN calls and Internet calls. Then the thesis establishes a new public service platform of E-Government based on call center. The platform can response the public's requests through traditional Telephone Call, Fax, Web, E-mail, Voip, WAP and so on., thus improve the public service of E-Government evidently.Finally, based on "Inspection and Quarantine information service system of Fujian province", the thesis interprets the concrete application of the new generation public service system constructed on the base of call center, and also implement two core subsystems.