How to facilitate the Internet of complaint platform? How to realize the people's appeal of "do it immediately, do it immediately"? How to innovate and realize the new mode of application trusteeship of government information service? How to solve some common complaints through intelligent customer service robot?

In order to implement the notice of the general office of Liaoning Provincial Committee of the Communist Party of China on printing and distributing the work plan of Liaoning Province on carrying out the special rectification of "difficult to handle affairs" (No.37, 2018) and the implementation opinions of the general office of Liaoning Provincial People's Government on carrying out the special action of "focusing on practical work, strengthening implementation and grasping implementation" (No.5, 2018) and According to the spirit of the document "the implementation plan for the construction of the 8890 government service platform for the convenience of the people in Liaoning Province" (liaozheng ban (2018) No. 12), we will further promote the innovation of government service, improve the service level of the convenience of the people, and integrate the content and channels of the government service in Jinzhou City, so as to realize the 8890 government which integrates "consultation and complaint, convenience for the people, benefit for the enterprise, and service decision-making" Service platform. In order to complete the docking with the official website and integrate the 8890 content into the existing official website, all the contents of the 8890 platform need to be built based on the background system of the municipal government portal website, and the platform shall, according to the division of responsibilities of the departments, hand over to the relevant responsible departments for handling the complaints within a limited time. For the demands of consulting services, the platform directly inquires and answers from the information base, or replies within the specified time limit through the way of commitment; for the demands of life services, according to the principle of "proximity, fairness and selection of the best", the platform recommends or dispatches orders to the franchised Enterprises, and the franchised enterprises get in touch with the public within the limited time, and negotiate on-site service matters; for the franchised enterprises, the platform dispatches orders and services The platform will make irregular return visits to the company and its departments on condition and handling of all kinds of handover documents. The return visits will be recorded in the integrity records of the company and its departments, and will be used as the basis for the recommendation of the company for selecting the best and the annual performance appraisal of the government departments. Realize the unified platform management of Jinzhou government affairs service platform.。

Construction objectives

　　1.Relying on the powerful service of mature and advanced content management platform, effectively integrate the content and channel of Jinzhou government service, and build a 8890 government service platform of unified management and service. Through the upgrading and re planning of the "Civil Affairs interaction" column in the website of Jinzhou Municipal government, based on the existing platform of the municipal government portal website, the function of the 8890 government affairs service platform is developed and implemented, the docking between the government affairs service and the municipal government portal website is completed, and the unified management of the website content and government affairs service is realized.

　　2.Adopt the mode of "appeal + demand" and integrate the service content of the appeal service platform to build a comprehensive service platform integrating "consultation and complaint, convenience for people and enterprises, and service decision-making", so as to realize centralized service handling of government appeals such as consultation and help, opinion and suggestion, complaint and report. We will increase the number of people-friendly information queries such as life services, expectation queries, enterprise and government services, education and training, legal services and vehicle services. Integrate mayor's mailbox and hot spot answer content under civil affairs interaction column in government website into 8890 government affairs service platform.

Build an intelligent online consulting service system, build a comprehensive and unified government service knowledge base based on the service content accumulation of government service websites over the years, and realize 7 * 24-hour online consulting services. Through the construction of intelligent robot system, 8890 platform real-time consulting service is realized. To solve the common problems encountered by the citizens in the process of using the 8890 platform, the citizens can communicate with each other on the common problems such as the operation process, use guide and the problems that the platform can solve in the process of using the 8890 platform. Reduce the repetitive workload of staff and improve the public service experience.

　　3.based on the current official account of WeChat V official account, WeChat's public service number and service form are modified and improved. The WeChat version of the 8890 government service platform is built, and 8890 government service and comprehensive service WeChat platform is established. The 8890 is the WeChat government.

　　4. Based on the official website app, integrate the mass appeal service system app, and combine the content of the PC version of the 8890 platform, add the convenience service content and intelligent customer service system, upgrade the existing official website app, and add the IOS version. Build an app on the official government website with more comprehensive service content and richer service means.

1.1 intelligent robot system