Design And Implementation Of Community Public Service Platform Based On Call Center Technology

With the integrated development of economy and society in our country, theprocess of urbanization accelerates continuously, the structural reform deepensgradually, and the social structure adjusts continuously. These cause various socialproblems which appear in chaos. And the complex social contradictions and interestgroups emerge. People’s requirement of material and cultural increase gradually, andbecome more and more complicated and diversified. So it is very important and worthyboth for research and practical value, that how to carry out the research and applicationof community public service platform in use of information technology.This thesis is the response of these problems, which is based on the research of12349community public service platform in Wuxing, Huzhou city. Through theconstruction of three-level service network system, we integrate various kinds ofresource, such as government, society and market, to research and develop acomprehensive12349government public service platform for Wuxing. It has thefunction of being smart, interconnected and collaborative, and combines governmentpublic service, life service and social service as a whole part. The main content of thisthesis is as follows:1. On the basis of analysis of the domestic and foreign research status anddevelopment prospects of the public service model, this thesis proposes the new12349community public service model in the information age. This model has a specialintermediary platform–the12349public service platform, which manages publicinformation as kind of public product and a belt to contact the planning side, theproduction side and the demand side. This platform has quite strong public and fusionproperties, and forms good partnership with the three sides. It also gives the basic flowof12349social services, and a detailed process for consulting, business and other kindof stuff.2. Relying on Call Center technology, this thesis proposes network and softwarearchitectures of the12349community public service platform. And the thesis also givesmethod of how to realize related system functions. The platform establishes a positive interaction between the above three sides, and effectively integrates the resources ofgovernment, market and society.3. The thesis gives a basic framework of the construction of12349communitymanagement system, and elaborates the main content. The platform has functions ofdata exchange, community work, analysis and decision-making, and information service.It can realize multi-angle and multi-level data analysis, and provides effective serviceand content support for the operation of public service platform. And reasonableinteraction between the two systems also operates well.