Research On The Problems And Countermeasures In The Process Of Implementing The "One Internet Service" By The Shanghai Social Security Center

Shanghai social insurance management center has experienced four stages of information construction(manual operation stage,stand-alone operation stage,district level networking stage,city level networking stage).From the first half of 2018,Shanghai social insurance management center met the requirements of "one website of offices" and promoted the construction of the "one website of offices" of Shanghai social insurance management center.Shanghai social insurance management center has achieved four preliminary results: implement online business actively,process optimization,mobile phone coverage of individual users,and effective relief of counter pressure.However,there are some problems in the process of carrying out the "one website of offices" of Shanghai social insurance management center.For example,whether the "one website of offices" of Shanghai social insurance management center really meets the needs of the masses,what other areas need to be improved and optimized,and what are the reasons behind it,and so on.To some extent,these problems affect the specific implementation effect of "one website of offices" of Shanghai social insurance management center,which in depth analysis and research.The customer-oriented theory regards the public as the customers who enjoy the government service,emphasizes that the government service should be customer-oriented,listen to the customers' opinions in time,meet the customers' needs,and improve the customer value and satisfaction.The theory of customer orientation provides theoretical support for this paper in four aspects: value pursuit,citizen orientation,concept transformation and scope of application.In order to explore the problems in the process of Shanghai social insurance management center's promotion of "one website of offices",a structured questionnaire in this paper was designed to conduct a questionnaire survey,which study the staff who came to Shanghai social insurance management center.The questionnaire investigates the current situation of the "one website of offices" of Shanghai social insurance management center,the willingness to use "one website of offices" in Shanghai social insurance management center,and the opinions or suggestions on the "one website of offices" of Shanghai social insurance management center.As an effective supplement to the questionnaire,this paper interviewed the staff in the hall of Shanghai social insurance management center and the staff in the business department of Shanghai social insurance management center.Through interviews,they listened to their views on "one website of offices" of Shanghai social insurance management center,and sorted out the difficulties and pain points in the process of promoting "one website of offices" of Shanghai social insurance management center.According to the content of the questionnaire and interview,the paper found four problems existing in the implementation process of "one website of offices" of Shanghai social insurance management center: imperfect top-level system design,incomplete data sharing,incomplete matching with customer needs,incomplete information security construction.Combined with the data from the questionnaire and interviews,the paper analyzes the reasons behind: Shanghai social insurance management center's "one website of offices" construction started late,but the function is relatively less;the original top-level design has continuity and inertia,resulting in part of the handling process still staying at the original stage;the focus of information security construction mainly focused on Shanghai social insurance before The internal business operation system of the industry management center;the data exchange channel has not been fully opened;the effective utilization rate of data needs to be improved;different user groups need personalized services;the interface design is not deeply integrated into customer-oriented concept.Based on the above problems and the analysis of causes,paper offers some constructive countermeasures and suggestions from the perspective of customer-oriented theory,mainly including: optimizing the top-level framework design,integrating the online and offline work processes,strengthening the targeted training of employees,improving the utilization rate of shared data,improving the level of data sharing,ensuring the payment security of social security fund,launching personalized services,and improving the emergency response ability in emergency.