The Home Economics Network Service Center provides citizens and enterprises with supply and demand docking services free of charge through telephone, Internet and other information means, and establishes and improves functions such as information consultation, supply and demand docking, talent deployment, standard setting, qualification certification and service supervision. And become the carrier of docking supply and demand, standardizing services and ensuring safety.
Second, the background of domestic service network center
In order to implement the spirit of the Opinions of the General Office of the State Council on Invigorating Circulation and Expanding Consumption (Guo Ban Fa [2008]134), continuously meet and expand the living and consumption needs of urban and rural residents, and serve the construction of a harmonious society, the Ministry of Commerce and the Ministry of Finance decided to promote the construction of a domestic service network system nationwide.
III. Technical Specification for Domestic Service Network Center
1, main function
Public service: recruiting domestic service enterprises for the whole society, responsible for reviewing the basic qualifications of enterprises, standardizing service standards, training service personnel and supervising and evaluating service quality.
Information docking: receiving and recording citizens' telephone calls, short messages, online orders and other demand information, replying and contacting affiliated enterprises to provide services, and paying a return visit to the service results.
Operation management: accepting applications from affiliated enterprises and volunteers, and evaluating the service quantity and quality of affiliated enterprises and volunteers; Collect service information; Organize personnel training, management lectures and other related support work.
System maintenance: responsible for the daily operation and maintenance of the network center, managing the database server, Web server and mail server of the center, managing and maintaining the website of the center, and making some contents of the website of the center.
Quality assurance: supervise and inspect the service quality of the network center and its affiliated enterprises, and handle disputes caused by service quality and price.
2. Service content
Family services: tutor, family nanny, decoration, moving service, room changing service, liquefied gas station, flower etiquette, cleaning and cleaning, family-hospital escort, old-age care, various employees, purchasing goods, student transportation, etc.
Maintenance services: houses, household appliances, vehicles, communication maintenance, power supply, water supply and gas supply equipment, daily necessities, etc.
Old-age care services: respect for the elderly, old-age care, old-age care, medical care and rehabilitation.
Medical services: online medical consultation, expert consultation, medical consultation, online hospital, expert online, online pharmacy, medical knowledge.
Property management: automatic meter reading, electronic patrol, garage management, management fee collection, residential water supply and drainage, regional lighting, supporting electricity consumption, etc.
Community shopping guide: hot sale of goods, second-hand market, shopping mall list, discount express delivery, market quotation, online transaction, etc.
Housing rental and sale: housing purchase files, housing sales files, housing rental inquiries, transaction columns, etc.
Talent recruitment: recruitment information, job search information, vocational training introduction, etc.
Legal services: introduction of law firms, professional legal consulting services and legal knowledge.
Life Pepsi: business license, tax management, driving license vehicle, traffic information, education consultation, health and wellness, fashion trends, decoration world, social etiquette, instant stock evaluation, exchange rate, film and television programs, ticketing information, weather forecast, marriage service, funeral service, instructions for going abroad, national public welfare activities, publicity and consultation on policies and regulations, etc.
3. Service process
Incoming call distribution: according to the principle of citizens' incoming calls and localization, incoming calls are distributed to the county (city) call platforms, which are answered by service seats.
Get information: get the phone number from the switch and call the corresponding service record from the database.
Information processing: the wiring staff records the help-seeking information and gives a direct reply (information consultation), or selects a service enterprise for docking, processing and reply, and records it.
Demand docking: the wiring staff will inform the service enterprise of the public demand information.
Service provision: service enterprises get in touch with citizens, provide services and charge fees.
User return visit: pay a timely return visit to the service results, evaluate the service quality, and record the whole return visit process.
Statistical analysis: according to the operation needs of the network center and the management requirements of relevant government departments, the corresponding report system is formulated to make statistics and analysis on the data.
4. Management system
Constraint mechanism of service enterprises. Sign quality assurance agreements with affiliated enterprises, have a sound quality return visit system for customers, strictly monitor service enterprises, recommend reputable enterprises to the society, punish dishonest enterprises, integrate service and management, and promote orderly and standardized service behavior.
Education and training system. Standardize the training of all kinds of service personnel, and require the new employees of the joining enterprises to receive centralized training before taking up their posts, so as to build a standardized service industry army.
Service quality assurance system. Hire special legal consultants and service quality inspectors to handle disputes caused by service quality and price and supervise the service of the network center.
5. Network composition
Digital program-controlled exchange: used to allocate user calls to service seats.
Database server: used to store all kinds of data and information.
CTI server: used to realize the integration of computer and communication.
Recording server: used to record, manage and retrieve the recording of each call.
Web server: used to support the operation of the central website.