Since the founding of new China, the mode of government service in China has gone through the long period of "political ruling government" and "economic construction government". Since 2002, it has been moving towards the Internet plus service. Several stages, such as new business form, have formed a deep integration form of Internet and government services. Internet plus government services are the breakthrough for the development of online government services, and the inevitable outcome of the government from "management" to "service oriented". The development trend of online government service platform is moving towards integration, sharing, innovation, efficiency and interconnection.
Beijing Zhongke Hui Polytron Technologies Inc (hereinafter referred to as "Sina union") has accumulated the following years' government service projects, and has been guided by the State Council's guidance on accelerating the work of "Internet plus government services" (Guo Fa 2016 55) and the State Council Office for issuing the "Internet plus government service" technical system construction guidelines (State Office letter). 2016, No. 108, AiGov, the government service platform is developed, and the AI+ Internet plus government service solution is built with the intellectual property product line of independent intellectual property. Through the form of online hall, service window, mobile client, self-help terminal, and other forms, the third party platform is established, providing one-stop processing for natural persons and legal persons (including other organizations, the same below). Government services. AI can empower the Internet plus government affairs, intelligent management in the whole area, one window accepts, one network runs, and the digital government enters the new era of AI.
The overall logic structure of the system is the core of the system. The Sinotech Federation fully studies the relevant policy requirements, considering the robustness, scalability, interoperability, stability, portability and security of the architecture, and designs the following AI+ Internet plus government service solution logic architecture.
The logical framework of the Internet plus government service solution
The Internet plus government service solution of China Science and technology union, relying on the AiGov government service platform that accords with the policy standard and the self-developed artificial intelligence product line, provides intelligent management and service means while satisfying the basic requirements of the front and back stage of the government service network. On the one hand, it improves the efficiency of the administration of the political service, and on the other hand, 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.
The front desk function of the government service network is a one-stop comprehensive service network integrating "look", "check", "do", "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.
Entrance Internet plus government service solution to solve the problems of traditional government affairs in many aspects such as multiple entries, disunity and complex bidding, and many aspects such as receiving, checking, paying, approving, and picking up parts need to be handled by the sponsor, which is complicated, long cycle, inefficient and poor experience. Combined with &ldquo, Internet plus government service ” According to the requirements of the construction, it provides an intensive solution of government affairs services that integrates online, remote, and window wide integration. The schematic diagram is as follows:
Intensive management of service
China Internet plus government service solution realizes 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.
China Internet plus government service solution implements functions such as classification of administrative power matters, convenient service items, display of key elements, guidance on business affairs, guidance on services, 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 plus government service solution of Zhongke Hui union 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 official account union AiGov intelligent government service platform provides unified booking services. For the offline business, the public can make appointments through PC websites, 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 of China Union of science and technology uniformly 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 acceptance, business system processing, etc. is conducted online, and the applicant does not need to go to the site for processing;
(2) Remote processing channel: provide the nearest intelligent service terminal or set up government affairs workstation, and provide remote service to remote towns, communities, streets, industrial parks and other public and enterprises through intelligent interactive technology, without running, and 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 receiving and accepting the documents uniformly, the aigov intelligent government service platform of China Union of science and technology will be distributed to the relevant business departments by the administrative center clerks in the background for handling. The administrative center clerks are responsible for the back-end circulation of general office parts involving a single department or comprehensive office parts involving multiple departments, without the need for the public to run more.
The aigov intelligent government service platform of China Union of science and technology is based on artificial intelligence to help solve some problems such as identity authentication and data audit encountered in online and remote processing.
(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: it integrates the functions of certificate recognition, material scanning, voice call, payment, etc., and supports self-service appointment, consultation, handling, etc;
(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 work efficiency;
(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 service platform of China Union of science and technology provides a unified feedback function. No matter in the process of handling matters or after completion, the public can obtain feedback information by any way of online, remote, hall or even hotline number.
The aigov intelligent government service platform of China Science and technology union provides the unified logistics management function, realizes the 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, official account number, APP and other channels. Through real-time tracking and SMS / wechat push capability, users can be notified actively in advance in key links such as on-site pick-up or delivery.
The Internet plus government service solution provides a unified interactive service. The AIKF hotline customer service platform provides a unified interactive entrance for the public / enterprise. The public / enterprise can interact with each other through government channels, government portal, mobile site, WeChat platform, APP application, intelligent robot, intelligent terminal, hotline and short message platform. Dynamic request and 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, and 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 plus government service solution provides a unified evaluation function to achieve feedback and feedback from online government services, and is related to performance appraisal and electronic monitoring.
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