(Guangdong Provincial Land and Resources Archives)
By analyzing the present situation of geological data service and the factors affecting the quality of geological data service, this paper puts forward some concrete measures, such as perfecting service supporting policies and systems, strengthening the construction of software and hardware facilities, enriching library materials, strengthening publicity, strengthening service informatization and network construction, carrying out service quality evaluation, and attaching importance to the development of geological data public service products, so as to better improve the quality of geological data service.
Keywords geological data service quality
Geological data is the main embodiment of geological work results, and service is an important way to realize the value of geological data. Kristi Grunos, an expert in service quality management in Finland, believes: "Service generally occurs between customers and service employees in an invisible way, a tangible product or service system, and can solve customers' problems." [1] Geological data service quality can be understood as the sum of the characteristics that geological data information services provided by geological data collection institutions meet the existing or potential demand, which is embodied in the satisfaction of users with the services provided by service personnel of geological data collection institutions and the satisfaction of geological data information requirements.
1 Present situation of geological data service in China
Geological data is an important basic information resource formed by geological work. Since the founding of New China, China has formed a huge amount of geological information, which has provided important support for national economic and social development. By the end of 20 1 1, there were 403,000 copies of various geological data in provincial and provincial geological data exchange institutions. 20 1 1 provided geological data services for more than 40,000 people through the traditional service window, and the utilization rate of geological data reached190,000 times (3.324 million times) [2]. The use of electronic reading room for geological data makes the brand-new electronic reading system integrate the functions of borrowing management, data query, data borrowing, data processing, task management, system management and service statistics, which greatly improves the management efficiency and service quality. With the development of network technology, China's geological data exchange institutions have also strengthened their network service capabilities by strengthening the informatization construction of geological data. At present, China has accumulated nearly 240,000 kinds of digital geological data, of which 1.5 million kinds of graphic geological data provide online browsing services to the public, and the total number of hits on the national geological data service website exceeds 4 million [2].
In addition, China has also carried out research on clustering and industrialization of geological data information services, and achieved good results and typical results. China's geological data exchange institutions at all levels actively investigate and grasp the demand, actively carry out the work of providing emergency services for the "double protection project" and drought relief, and put the public service window in front of the demand point [2].
2 factors affecting the quality of geological data service
At present, there are some problems in China's geological data service, such as imperfect service policies and regulations, insufficient comprehensive research on data information, single service mode, weak service ability and insufficient service publicity, which affect the important role of geological data information in national economic and social construction.
2. 1 The policies and regulations of geological data information service are not matched.
China's geological data customer service policy and mechanism are insufficient; The classified management of geological products and users is not perfect; The product price mechanism is not perfect and the service charges are not uniform; The lack of geological data management and the assessment mechanism of collection institutions can not effectively evaluate the work effect and urge improvement and perfection. The policies and regulations on the confidentiality and protection of geological data are not matched, which restricts the development of socialized service of geological data.
2.2 collection resources are not rich enough
The continuous accumulation and updating of geological data is the basis of service. However, for many years, due to the restriction of the system and the influence of the interests of departments, units and individuals, some geological data production units have a weak legal concept, resulting in a large number of geological data can not be submitted on time with good quality and quantity. A considerable amount of geological data has been scattered in the hands of departments, enterprises or individuals for a long time, and many users cannot use the required geological data. For example, although there are more than 8,000 geological data in the Guangdong Provincial Land and Resources Archives, there are still some situations such as1∶ 50,000 geochemical data missing,1∶ 50,000 regional geological map incomplete, and1∶ 200,000 regional geological vector map information simple, which makes it inconvenient to use. Many users can't get the required geological data.
At present, China mainly relies on the National Geological Archives and 3 1 provincial (autonomous regions and municipalities) geological archives to provide geological data services to all sectors of society. At present, the management and service system has not established a smooth channel for data sharing, the extracted information lacks diversity, and the government's planning, guidance and support are insufficient. Without sufficient and authoritative information and data, geological data exchange institutions will inevitably affect the improvement of geological data service quality.
2.3 Simple service mode
It is understood that the current geological data service mode is the coexistence of tradition and modernity, with traditional services as the main service, and most geological data services belong to the passive service mode of waiting for people to come to the door. At present, the geological data service activities of some geological data collection agencies are used by users because of the needs of project work or the projects arranged by the higher authorities of the collection agencies. Collection agencies actively explore users themselves, and there are few cases of communication with users. At the same time, due to the confidentiality of geological data, most of them provide metadata services for catalogues and some geological data, query, browse and download a small number of database data, and offline services for major geological databases. , the amount of information that can provide online services is less.
2.4 service publicity work is not enough
At present, there are still some problems in geological data service, such as insufficient publicity, single publicity method and narrow publicity scope. According to the statistics of clients used by Guangdong Provincial Land and Resources Archives for many years, 95% of users who come to our library to consult and copy geological data are concentrated in departments and units of land, geology, nonferrous metals, coal, metallurgy, environment and other industries, and the remaining 5% of users are mostly universities and consulting companies, but they are also limited to geological majors in universities and companies engaged in geological consulting services. They have a better understanding of geological data services. However, some potential users, such as tourism and safety supervision, can't know the service information released by geological data collection agencies in time.
3 Measures to improve the quality of geological data service
3. 1 Improve supporting policies and rules and regulations.
By strengthening the tracking of the latest development of geological data management and technical services at home and abroad, the development strategy, planning and deployment, and policy system of geological data management services are studied; Carry out research on the mechanism of geological data exchange and cooperation benefit sharing and the management policy of classified geological data; Establishing a practical and efficient geological data collection, processing, processing and storage mechanism and perfecting the national geological data resource construction and storage management policy can effectively solve the problem that the existing service policies and regulations are not matched.
According to the professional work and service standards of geological data collection institutions, the work flow chart is compiled, the management measures and methods of the work flow are documented, and a complete documented management system is established. For example, Guangdong Provincial Archives of Land and Resources has formulated the methods and processes of borrowing geological data, the methods and processes of using geological data, the borrowing system of geological data, and the regulations of electronic reading room, so that users can know the basic requirements and precautions of using geological data in advance, avoid detours and make it convenient to use geological data.
3.2 Improve the software and hardware facilities to ensure the quality of service data.
Providing users with good facilities is an important factor to ensure the quality of service. However, the infrastructure conditions of most provincial geological data exchange institutions are poor, especially the lack of information service facilities to provide network services, which greatly reduces the service quality. Therefore, if conditions permit, geological data collection agencies should introduce advanced technology and equipment to better serve users. At the same time, it is necessary to strengthen the construction of facilities and pay attention to the design and layout of the overall environment. Guangdong Provincial Archives of Land and Resources has set up a special service hall, divided the paper file reading area and the electronic reading room, equipped with air conditioning, electronic touch screen, special computer for confidential information, etc. , and place newspapers, tea, etc. Provide a humanized environment for users in the reading room.
3.3 Enrich the collection materials and ensure the source of service materials.
The quantity and quality of geological data in collection is the basis of geological data service. Without enough high-quality geological data, services can only become passive water. Geological data collection institutions should conscientiously do a good job in the construction of geological data collection resources, strengthen exchanges and contacts with national geological data service institutions, and establish a cohesive service system; Strengthen the collection of geological data and improve the quality of geological data collection and submission; Linking geological data with geological work input and economic responsibility assessment at all levels; Increase penalties for not submitting or not submitting geological data in time, and carry out administrative law enforcement on geological data. , to ensure that the collection institutions have a "continuous" source of geological data, adhere to the construction of geological data collection resources and geological data information construction, and constantly enrich the geological data collection.
3.4 Strengthen the informationization and networking of services and broaden the service methods.
With the development of society and the popularization of computer and network technology, geological data service has changed from traditional paper service to electronic information service. Therefore, geological data collection agencies should constantly speed up the pace of digital construction of geological data, and comprehensively digitize the collected geological data; Accelerate the construction of information systems such as geological data electronic reading room and * * * service platform; Accelerate the construction of geological data network system to facilitate network retrieval and library borrowing; Strengthen interaction with users, speed up the development of online services, and timely release the latest authoritative geological data information with development and utilization value to the society, so as to facilitate users to use geological data.
3.5 Improve the quality of service personnel and strengthen the consultation and guidance for users.
Geological data service personnel are the main body of service and the practitioners to improve service quality. Therefore, geological data service personnel should change users' service concepts and service quality concepts, establish good information service awareness and library image awareness, actively communicate with users, so that users can get convenient, accurate and efficient services and meet their geological data information and psychological needs to the maximum extent. Secondly, the knowledge structure, knowledge level and comprehensive quality of personnel are the key factors to determine the quality of information service. Therefore, geological data service personnel must broaden their horizons, actively pay attention to the present situation and development trend of geological data work and other related fields, establish the concept of lifelong learning, not only master the relevant knowledge of geology and archival science, but also skillfully use professional functions such as network communication technology, information storage technology and multimedia technology, actively participate in on-the-job training, on-the-job training and professional skills training, and strive to cultivate themselves into compound talents who adapt to the digitalization, informationization and modernization of geological data archives.
3.6 Strengthen external publicity and change passive service into active service.
The passive service of geological data collection institutions should be active publicity and service, break away from convention, make full use of public media such as internet, television, newspapers and periodicals to publicize, improve the social visibility of geological data collection institutions, expand the public influence of geological data collection institutions, and tap potential geological data users. Through the preparation of service manuals and service guides, geological data products and services are publicized, so that geological data users can better understand geological data resources and meet the needs of geological data users. Actively provide services for national key projects and people's livelihood projects, meet the needs of projects and projects for geological data, and provide timely, efficient and high-quality geological data services and support. At the same time, pay attention to service details, collect user demand information through multiple channels by means of network and on-site service, and actively serve users.
At present, China's geological data exchange institutions are changing from data producers and custodians to paid processing service providers of data services and professional knowledge. In the formulation and approval of projects, it is an important measure to arrange a certain proportion of funds for publicity work, which is to expand the service of geoscience database. China must attach great importance to this trend.
3.7 to carry out service quality assessment, timely understanding of user opinions and needs.
The evaluation of the service quality of geological data collection institutions takes the service as the evaluation object and the service quality as the evaluation content, and uses certain methods or standards to judge the service work and its service products and estimate their value. In order to evaluate the service quality of geological data, we can not only use the traditional questionnaire survey method, but also make full use of the electronic reading system of geological data management system. Users can immediately evaluate the quality of this service and put forward suggestions on the future service utilization after using the electronic reading system to obtain their own geological data information. Through statistical analysis of users' evaluation and feedback data, the geological archives can quickly and systematically find out the shortcomings in the work and make improvement plans; Obtain user needs to further meet user needs; Strive for the participation of users to make the service more targeted; So that the service has a certain lead, exceeding the expectations of users.
3.8 Pay attention to the development of geological data service products.
In the storage and utilization of geological data, we can adopt the development mode of coexistence of public welfare and commerce, actively participate in geological survey projects between countries and regions on the basis of the original government budget, raise funds through multiple channels, and provide paid services for the developed geological data products and services in time; Make detailed geological data price list according to different geological data, and improve the public service ability of geological data. Therefore, according to the requirements of Scientific Outlook on Development, we should adhere to the principle of organic combination of public welfare geological work and commercial geological work, explore some investment in commercial geological work under the market economy system, guide geological work to meet the requirements of the socialist market economy system, and promote the healthy development of public welfare geological work and commercial geological work.
4 conclusion
Faced with the increasing demand for geological data from all walks of life, geological data collection agencies can better improve the quality of geological data services, provide users with the required geological data services in a timely and effective manner and give full play to the indispensable and important role of geological data in the sustainable development of the national economy only by constantly improving supporting policies, software and hardware equipment, enriching geological data, speeding up the construction of information networks, broadening service means and improving service skills.
Take the exam and contribute.
Kristi Gronos. 1988. service marketing management [M]. Shanghai: Fudan University Press.
[2] Department of Mineral Resources and Reserves, Ministry of Land and Resources, National Geological Data Management and Service 20 1 1. /zwwk/zytz/20 1205/t 20 1205 14 _ 1096335 . htm。
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