Design Optimization And Practice Of Changsha 12345 Government Hotline System

Changsha 12345 is a non-emergency government service hotline,which is mainly responsible for accepting and handling requests for consultation,help,suggestions,criticism,complaints and reports from the public.In recent years,as the channel of the government hotline is unified to 12345,the telephone volume of the hotline has increased sharply,and the work of telephone service acceptance and case handling is facing a state of load.And the old system is not enough to support and adapt to the rapid development of the hotline business.This project originates from the tutor project that the author participated in during his postgraduate study in Hunan University.Based on the above background,the project mainly optimized the technical problems,process problems and interface problems existing in the Web end products of Changsha 12345 hotline system,so as to improve the office experience of business personnel and the quality of government service.The author mainly participated in the design work of process optimization and interface optimization,and completed the development work in cooperation with the teachers and students of the School of Information of our university.In this thesis,the process of the whole project is described based on the analysis of competing products,user research,product inspection,scheme extraction,system design and on-line feedback iteration.In the early stage,I firstly made a preliminary analysis on the current situation of the government hotline,the government back-end products and customer needs.And through the experience of the existing products to walk to understand the functional structure of the product and existing problems;Through on-the-spot observation and user interviews,the relationship between roles,business scenarios and task processes in the hotline system are summarized,and the pain points and demands of users are excavated.In addition,design opportunities are extracted based on customer expectations and the inspiration of competing products.After establishing the optimization goals of business efficiency improvement,internal management optimization and data application optimization,a systematic solution was produced,including comprehensive revision of the page structure,operation process and function loss of the product,and the output of the interaction and visual design of the two parts of the Web end and the large screen end.After the product was launched,the design effect was recovered from the comparison of business data and user feedback,and the remaining problems were optimized.Through design practice,this project improves the working efficiency and user experience of hotline staff in the experience layer;In the business layer,the redundant flow of the hotline system was reformed and the functional modules were optimized.In the enabling layer,each role can optimize its work management and personal management,excavate the value of the hotline data,and improve the intelligence of the hotline service and management.As a whole,it provides a more optimized system support for the government in serving the public and internal operation and management,reduces the pressure of telephone service,and improves the service efficiency and auxiliary level of Changsha Government Hotline.After the optimized version was launched,the hotline leader fully affirmed the significance of optimizing and revising the version,and the business staff also generally gave positive feedback.