Since the founding of new China, the mode of government service in China has gone through the long period of "political ruling government" mode and "economic construction government" mode. Since 2002, it has gone to the mode of "public service oriented government". Several stages, such as new business form, have formed a deep integration form of Internet and government services. Internet + government service is the breakthrough to realize the development of online government services. It is the inevitable product of the government from "management oriented" to "service-oriented". The development trend of online government service platform is moving towards integration, sharing, innovation, efficiency and interconnection.
Huilan based on years of government service projects, combined with the guidance of the State Council on accelerating the work of "Internet + government services" (Guo Fa 2016 No. 55) and the State Council Office for the issuance of "Internet + government service" technical system construction guidelines notice (State Office letter) With the requirements of 2016, 108, we developed the AiGov government service platform, and built the AI+ Internet + government service solution combined with the artificial intelligence product line with independent intellectual property rights. Through the online hall, service window, mobile client, self-help terminal and other forms, the third party platform was established, providing one-stop processing for natural persons and legal persons (including other organizations, the same below). Government service
The overall logical structure of the system is the core of the system. The Sinotech Federation fully studies the relevant policy requirements, considering the factors such as robustness, scalability, interoperability, stability, portability and security of the architecture, and designs the following AI+ Internet + government service solution logic architecture.
Huilan Internet + intelligent regulatory solution logical framework
Internet and government services solution relying on the aigov government service platform in line with the policy standards and the self-developed artificial intelligence product line, not only meets the basic requirements of the front and back office of the government service network, but also provides intelligent management and service means. On the one hand, it improves the work efficiency of the government service management, on the other hand, it optimizes the use experience of the front desk public. Provide online and offline integrated services, realize the integrated service experience of unified reservation, unified acceptance, unified handling, unified feedback and unified logistics.
Front desk function of government service network: a one-stop comprehensive service network integrating "look", "check", "handle", "ask", "comment" and "my"
Functions of government service management platform: user information management, service item management, service operation management, supervision and statistical analysis, electronic license management, information release management, interactive exchange management, system management, etc.
In order to solve the problems of traditional government affair handling, such as multiple entries, disunity and complex bidding, all the links such as receiving, checking, paying, approving and taking parts need to be dealt with at the scene, which is complicated, long cycle, low efficiency and poor experience. , a solution of intensive service for government affairs with window and domain integration. The schematic diagram is as follows：
Intensive management of service
The solution of the Internet and government service solution is to achieve the functions of registration, unified verification, landing, registration, information management and maintenance of legal person and individual users. After users log in, they can have their own exclusive interface and push information highly related and concerned with users through the platform.
The Internet and government service solution provides functions such as categorization of administrative power matters, convenient service items, display of key elements, publication of work guides, guidance of business affairs, collection and sharing, openness of government affairs and interpretation of policies. There are 7 kinds of classification modes to show and guide government affairs, and standardized guide information release.
The Internet and government service solution implements unified query of information inquiry, progress and result query. Support classified search, navigation guidance, hot spot search and intelligent recommendation of event information, support unified coding, condition filtering and omni-channel query of processing progress and results.
The AiGov intelligent government service platform provides a unified booking service. For the offline business, the public can make appointments through PC sites, mobile websites, WeChat public numbers, government offices, intelligent terminals and other channels, so as to optimize human resources and prevent people from getting together and waiting for queues. Provide a unified interface for all government services, provide basic verification technology and means, and prevent malignant appointment. When making an appointment, the location, spare time and appointment rate of the physical service hall can be announced. Provide reservation access on the website platform to guide the public to handle affairs online.
Through the government affairs service platform, the aigov intelligent government affairs service platform accepts requests from online (including computers and mobile devices), remote (including government affairs workstation, intelligent terminal, personal computer, etc.), window (including service hall and intelligent terminal), so as to achieve one network, one window acceptance.
（1）Online processing channel: the whole process of information submission, background receiving acceptance, business system processing, etc. is carried out online, and the sponsor does not need to go to the site for processing
（2）Remote handling channel: provide the nearest intelligent service terminal or set up government affairs workstation, and provide remote handling services to the public and enterprises in remote towns, Community streets, industrial parks, etc. through intelligent interactive technology, without running, it can be done nearby
（3）Offline processing way: for matters that cannot be handled online or remotely, the offline receiving processing of the approval module and the unified acceptance through the government approval platform are exempted from the secondary entry of the business system
After the aigov intelligent government affairs service platform receives and accepts the documents in a unified way, the administrative center clerks will distribute the documents to the relevant business departments for handling in the background. The administrative center clerks will be responsible for the background circulation of the general documents involving a single department or the comprehensive documents involving multiple departments, without the need for the public to run more
Aigov intelligent government affairs service platform solves some problems such as identity authentication and data audit encountered in two ways of online processing and remote processing based on artificial intelligence
（1）Face recognition authentication: when a new user registers and handles the online authentication process, he / she can use the face recognition authentication technology to authenticate his / her identity, so as to ensure that the registration is legal and effective and prevent malicious authentication;
（2）Intelligent service terminal: integrated with certificate recognition, material scanning, voice call, payment and other functions, supporting self-service appointment, consultation, handling and other functions
（3）Intelligent government work station: to build credit service space and intelligent government work station to provide remote and self-service services for the public and enterprises
（4）Intelligent acceptance of handling items: the system has built-in identity of the sponsor and the conditions for passing the material review, so that the system can automatically compare and approve some items after they are submitted and complete the acceptance, so as to improve the efficiency of handling
（5）Intelligent service interaction: the intelligent interactive terminal integrates voice call, remote assistance, intelligent acquisition, face recognition and other technologies to support remote service interaction
（6）Image recognition technology: use OCR recognition technology to build intelligent recognition model, which can meet the requirements of intelligent extraction and intelligent audit of image material content, and effectively improve audit efficiency.
The aigov intelligent government affairs service platform provides a unified feedback function. The public can obtain feedback information through any way of online, remote, hall, or even hotline, no matter in the process of handling matters or after completion
Aigov intelligent government service platform provides unified logistics management function, realizes unified logistics task, address and delivery result tracking management, realizes one-time address entry, multi-point sharing, unified order scheduling and intelligent distribution. Support online banking, WeChat, Alipay payment and other means of online payment of logistics costs. Support the unattended container to send and receive objects, and realize "close handling". The logistics platform is connected with the link of Material upload and completion to promote the whole process of online service. The original can be submitted through the hall and logistics during pre examination or verification, and the approval result can also be obtained through the hall self collection and logistics delivery. If the user has to provide physical certificates or materials, the logistics door-to-door pick-up service can be provided, and the approval result can be delivered through logistics. The whole process does not need to go to the hall, so as to provide the service experience of no leaving home. Real time acquisition of logistics status and track, to achieve the whole process follow-up. The open interface provides logistics query service for government service network, government public number, APP and other channels. Through real-time tracking and SMS / wechat push capabilities, users can be notified actively in advance in key links such as on-site pick-up or delivery
The Internet + government service solution provides a unified interactive service. The AIKF hotline customer service platform provides a unified interactive entry for the public / enterprise. The public / enterprise can make interactive requests through any channel such as government portal, government portal, mobile site, WeChat platform, APP application, intelligent machine, intelligent terminal, hotline and short message platform. The request information can be transmitted to the unified interactive processing center for processing, including real-time interaction and non real-time interaction. The unified interactive processing center will uniformly dispatch relevant business departments and resources to deal with public / enterprise problems, and push them to relevant business systems for processing and feedback if necessary. In the three-dimensional interactive management mode of robot + manual seat + work order, 80% of the routine repetitive questions are completed by the robot. The questions that cannot be answered by the robot are transferred to the manual seat. The questions that cannot be answered by the manual seat are transferred to the work order, and the professional replies are made by the personnel of the business department
The Internet and government service solution provides a unified evaluation function to achieve evaluation feedback on online government services, and is related to performance appraisal and electronic monitoring.
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