Research On The Smart Government Management Of Rui-an

China’s government service hotline has developed for more than 30 years.From the earliest telephone and operator to the government service hotline center with dozens of people and digital and intelligent technology,it can be said that great changes have taken place.As an important "window" for 24-hour reception of problems from the masses,12345 government service hotline is an important way for citizens to express their interest demands and provide public services by grass-roots governments.Hotline can not only help to enhance the government’s ability to respond to the needs of the masses in a timely manner,but also help to open up channels for the public to participate in social governance.At the same time,it also improves the coordination ability among government departments.It plays the role of smart government in urban emergency risk early warning,emergency coordination and other aspects,becoming a smart government,service-oriented government,service-oriented government representative cases and important symbols of holistic government.In the context of a new round of scientific and technological revolution and digital change,the party and the government pay more and more attention to the importance of digital enabled social governance.The central government has proposed to strengthen and innovate social governance,accelerate the pace of Digital China Construction and other social governance concepts.If local governments at all levels can seize the opportunity to promote the reform and development of smart government management,It will benefit a lot.However,the objective reality is that in the specific practice process,taking 12345 hotline as an example,the government service hotline in large and medium-sized cities cannot provide satisfactory help for smart government,and there is still a long way to go to improve the management level of the hotline center.Based on the theories of service-oriented government,social governance and holistic government,this paper starts from the connotation of smart government,analyzes the relevant research results of domestic and foreign scholar sand attempts to explore the role and role of 12345 government service hotline in the process of smart government.Taking Ruian City,a representative county-level city in southeast Zhejiang Province,as a case study,this paper makes a statistical analysis of the basic information of 12345 hotline in Ruian City,such as work order acceptance,on schedule handling,appeal resolution,standardized handling,representative cases,and knowledge base maintenance,and lists the specific measures and achievements of 12345 hotline center in Ruian City in terms of smart government,and shows the management operation,Analysis of its significance.In terms of research methods,through reading a large number of domestic and foreign literature research materials,comparing the operation status of smart government in other regions in the same period,and obtaining first-hand information through field investigation,interview and dialogue with the relevant person in charge,managers and telephone operators of Ruian12345 hotline center,and obtain some historical data that can be disclosed by Ruian 12345 hotline,This paper analyzes the shortcomings and problems in the smart government in Ruian City,and on this basis,puts forward countermeasures and suggestions to optimize the smart government management.The research shows that there are some problems in the aspect of smart government in Ruian City,such as the lack of standardized statistics and analysis module in the information platform,the later remedy is greater than the prior prevention,the government’s response to the increasingly diversified demands and expectations of the public is not in place,the transfer of supervision is not smooth,such as the overlapping of department functions,and the low efficiency of supervision;Through the analysis and research,the main causes of these problems are the corresponding lack of investment in software and hardware,poor job treatment,lack of talent attraction,low degree of government information resource sharing,lack of service and public demand screening mechanism,such as some people advocate private interests excessively,abandoning self responsibility,easy to cause "tragedy of the commons" and other reasons.In view of the existing problems and causes,from the perspective of smart government,learning from the advanced experience at home and abroad,combined with the actual situation of Ruian City,from the aspects of increasing software and hardware investment,such as optimizing the self-service query of progress and the whole process electronic function,improving the treatment of telephone operators,strengthening personnel training,improving the internal talent competition mechanism,knowledge base co construction and sharing,etc Improve the appeal screening mechanism,such as unreasonable repeated appeal disposal,optimize the service process,expand data analysis channels and other aspects,put forward suggestions and measures to improve the smart government of county government.It is hoped that these suggestions and measures can provide some reference for Ruian City to improve its smart government in the next step.