The Design And Realization Of Traffic Service Hotline System Based On Process Management

To compliant with the development of modern society, Jinan Transportation Bureau has built the call center - Jinan Traffic Service Hotline System, which could help to build an open government department. This system can also satisfy the citizens who want to know the policies and business information. It actualized the telephony service system of the transportation consultation for government affair in Jinan, and of the travel information service in the whole province. The main modules are consultation module, telephone form, OA-hotline, citizen travel, system management, statistical analysis and the CTI Server.This system provided transportation consultation and complaint operation around the city, and the consultation operation for travel all over ShanDong province. This system accorded with the requirement for transportation information construct. With its implementation, the transportation management service system may come into being with the transportation service hotline, cooperation between each department and prompt actions. The hotline would bring a great improvement of Jinan transportation management and service.Transportation service hotline "96596" is based on both CTI and workflow technology, It provides the public transportation information service via telephony network. It was designed with the MVC(model view controller) design pattern and Struts framework, and combined with OA system. In OA system, We developed a application module based on workflow technology.The architecture of this system is very reasonable. It can split the application into business module, application controlling module and data displaying module efficiently, and improve flexility of the application. It is also convenient for integrate, maintain and upgrade.Though its effect of application in reality is very good, but it will improve these functions below:1. Service hotline software can access data directly from the Business Intranet.2. To enhance the application of workflow technology in other parts.3. Perfect the CTI server to manage, identify and record the users who called in.