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One-stop e-government system of Cape Town Interconnection Town
I. Background
The rapid development of information technology, especially the Internet, is a new revolution not only for the economic field, but also for the whole society. Using advanced information technology to optimize and innovate the original working mode and service, and to build and develop e-government has become an inevitable choice for the government under the new economy.
E-government means that government agencies use modern information and communication technology to integrate management and services through network technology, realize the optimization of government organizational structure and workflow on the Internet, transcend the limitations of time, space and departmental division, and provide high-quality, standardized, transparent and international management and services to the society in an all-round way.
The earliest stage of e-government construction in China is office automation system (OA), which mainly realizes computer-aided processing of government documents, services and meetings, and is the foundation of e-government construction. Then there is the government internet project. Government departments and institutions at all levels have established their own web pages and published some static government information online. The main purpose of this stage is to make government affairs public. With the development of Internet network technology and the increasing popularity of desktop office system, e-government is taking a qualitative leap-to realize e-government (or online government). The service features of 7X24 hours greatly facilitate citizens and enterprises. "E-government service portal" or "one-stop e-government" has become the main representative at this stage.
One-stop e-government is the inevitable result of the development of e-government. It puts forward new requirements from the application of new internet technology, the optimization of government administrative management concept and management process, the network structure of administrative services, and the mode of providing administrative services. It requires the government to take enterprises and citizens as the center and services as the starting point, rather than government agencies as the center, and requires the information of government agencies to be interconnected and shared to some extent.
Second, township e-government
"The four modernizations are inseparable from informationization". As the first-level government in China, villages and towns directly face the grass-roots public and play an important role in the interaction between the government and the public, and their service efficiency directly affects the broad image of the government. As far as demand is concerned, the construction of township e-government will not only promote the modernization of township industrial industry, but also promote the modernization of township management, improve the modernization of social management and realize the modernization of people in an all-round way.
However, in the information construction of township government, the application mode of the system must consider the following characteristics:
1. As a state-level government agency, villages and towns basically do not have much authority to examine and approve government affairs, but are more a window for grass-roots governments. Therefore, it is more necessary to emphasize the "service" nature of the government to the public, the openness of government affairs and village affairs, and community convenience services.
2. The overall level of public informatization at the township level is lower than that in large and medium-sized cities. Therefore, it is necessary to consider the practicability and diversity of system construction, and establish a complete and three-dimensional e-government service system at the township level through different information means to truly provide services for the general public.
3. The informatization level of government staff at the township level also has certain limitations. Therefore, in addition to doing a lot of training, we should fully consider the maintainability, availability and practicality of the system, and we should not put forward too high technical requirements for users and maintenance personnel.
4. On the application content of the system, on the one hand, considering the government application services that the public actually pays attention to, such as government affairs openness, government affairs consultation, on the other hand, considering the difference of informatization degree of different government agencies, the strategy of step-by-step implementation, first application and then application is adopted.
5. Emphasize the concept of "service-centered" of the first-level government to the grassroots ordinary people, and pay attention to improving the government's work efficiency and decision-making level while emphasizing service.
6. As a first-level government agency, villages and towns are often the last level of China's administrative management system. Therefore, in the construction of township e-government system, we should emphasize the leadership and coordination of the "number one", emphasize the integration of government "rules" public information resources, provide more convenient services for more people, and realize the "one-stop" e-government construction.
Three, UCAP township one-stop e-government
Based on years of research, implementation and accumulation in the field of e-government, and undertaking the national urban informatization pilot and one-stop e-government pilot construction, Cape Internet Information Co., Ltd. has put forward a three-dimensional service system construction mode of modern township e-government which is based on a unified and efficient interactive e-government system, takes service as the center, fully facilitates people and ensures personalization and humanization. The system not only effectively ensures the effective operation of e-government online service information flow, but also provides a good window environment and channel for the operation of real logistics, so that the public at different levels can obtain effective e-government services and feedback through their own channels.
One-stop e-government system for villages and towns fully considers the characteristics of village and town governments, their computer application level and the development trend of village and town e-government. More importantly, the township one-stop e-government system focuses on the construction and planning status of e-government in Guangdong, and is suitable for the whole e-government planning in Guangdong. The whole system is built on a standard and open platform, which avoids the repeated construction of township e-government system.
Characteristics of one-stop e-government system in villages and towns;
One stop-one government, one face;
Service-oriented-service-oriented;
Focus on enterprises and citizens-focus on customers;
Efficient interaction-interaction;
Security integration-security &; complete
Personalization and Humanization-Personalization
Three-dimensional service system of township e-government
Ensure that the public can obtain e-government services in different ways.
Subsystem 1: one-stop e-government service portal
The main carrier of e-government online service information flow, convenient and flexible government service background management.
It provides functions such as making government affairs public, village affairs public, organization setting, policies and regulations management, information release, e-government services (including enterprise services, citizen services, civil service services and services for migrants), consultation and complaints, mayor's mailbox, forum, online survey, form center, content approval, question answering, on-site search, online application and pre-approval of government services, and system maintenance.
One-stop administrative service hall service system integrating logistics
Integrate the call center system and its background management to facilitate users to receive government electronic services by telephone.
Integrate the OA system and business office system within the government to speed up the efficiency of pre-approval of services.
Integrate urban e-community, e-medical and e-commerce systems, and integrate government portals at the next higher level.
E-government online services already provided (142 items ***4 categories)
-Government to the public (G2C)
Marriage, family, education, work, transportation, tourism, social security, medical care and judicial procedures.
–Government-to-business (G2B)
Research, law, registration, taxation, industry and commerce, construction engineering, recruitment, social security, training, patent application, annual inspection of licenses, technical supervision, safety, environmental protection, scientific and technological innovation, high-tech enterprises and government procurement.
-Government-to-Civil Servant (G2E)
Agency introduction, policy inquiry, laws and regulations, mobilization and recruitment, study and training.
–Government Response to Immigrant Population (G2S)
License processing, foreign population management, social insurance
Subsystem 2: Government internal business subsystem
Users of government internal business systems are mainly divided into three categories: clerks, staff and system administrators. Handling personnel mainly refer to the handling personnel of the public and enterprises. The staff includes ordinary government workers and leading cadres. Ordinary staff mainly use internal business systems for business processing, while leading cadres mainly use decision support functions such as query and analysis to exercise supervision functions. The system administrator is responsible for system management and system maintenance, including workflow customization and table format customization.
The internal business subsystem of the government includes the following modules:
–Proxy service module
The agency service module mainly deals with internal government business, including e-mail, document sending and receiving, meeting notification, reporting/forwarding, business handling (service registration form and business form filling), weekly diary, information release from external network and consultation and complaint handling.
–Leadership Management Module
Government leaders can use the leadership management system to handle official business, get decision support, evaluate the performance of subordinates and supervise the work of relevant departments. Specific functions include e-mail, sending and receiving documents, meeting notices, reports, and performance management of subordinate departments (handling registration statistics and weekly diary).
–Corporate Manifesto
Can develop a separate enterprise reporting client software, enterprises can directly declare the data needed by the government through this software; You can also set up an enterprise declaration column on the external network. After the user's identity and password are verified, the enterprise can directly fill in the declaration form online.
–Rights management
According to the different responsibilities of leaders and the specific division of labor of government workers, the system provides flexible authority management functions. For specific users, you can assign the use rights of related modules according to roles and specific responsibilities.
Subsystem 3: Convenience Service Station (information kiosk)
Convenience service station, also known as information kiosk, refers to e-government service stations located in village committees, street offices, large supermarkets and other places, mainly including a touch screen and an e-government service system specially designed for touch screens. Citizens can use the information station to obtain e-government services conveniently.
The construction of information kiosks is a very important way of information communication in the construction of one-stop e-government in villages and towns, which is very suitable for the present situation of township informatization. As a landmark project, it will play an irreplaceable role in the construction of one-stop e-government in villages and towns.
Kiosk consists of the back-end management and operation center and the front-end kiosk terminal display and query equipment. Its network structure is shown in the following figure:
information source
The information source of the kiosk comes from the management and operation center in the background, and the display terminal in the front end is connected with the management and operation center in the back end through ADSL/ISDN or 10M/ 100M Ethernet.
–Multifunctional self-service
As a multifunctional self-service e-government service machine facing the era of e-government, the township e-government kiosk integrates many high and new technologies, including computer technology, touch screen technology, network technology and multimedia technology. Implementing the "floor-standing" e-government model is an effective means to quickly improve the informatization level of cities and governments. Its convenient and diverse functions not only bring great convenience to citizens' daily life, but also become an important part of "e-government".
–24-hour uninterrupted service
As a new type of public network terminal in the information age, township e-government kiosks can use touch screens for real-time and 24-hour uninterrupted e-government service information release and query.
System 4: Citizen E-government Call Center
The purpose of establishing e-government call center is to provide all kinds of terminal support for e-government, so that users who are inconvenient to use computers can get e-government services by telephone.
The call center system includes such service functions as "consultation", "complaint" and "service result inquiry".
–Consultation
Citizens and enterprises can directly call the call center to inquire about government business, such as inquiring about enterprise registration procedures, re-issuing resident identity cards, and identifying standards for high-tech enterprises. Call center service personnel can give detailed answers. If fax service is needed, relevant information can be faxed to enterprises and citizens.
–complaints
Call center can accept complaints from citizens and enterprises, such as reflecting the service attitude of government staff, and employees complain that enterprises violate labor laws and regulations. After receiving the complaint, the call center will forward it to the responsible department for handling. Citizens and enterprises can query the processing results through the call center after a certain period of time.
–service result query
The call center can also be combined with the business system of government agencies to provide services for querying work results. Through the "service query" module, you can query the results of the "one window" service.
Subsystem 5: One-stop administrative service hall system
The construction of one-stop service hall is the key to e-government construction. Only when the system is implemented in specific applications and used by various departments can it have vitality. It is very important to build a one-stop administrative service hall in villages and towns, really take it to a higher level, really make good use of the system, and really benefit the people and the people. Only by building a one-stop administrative service hall, concentrating relevant functional departments in the service hall, providing various services for enterprises and residents, and cooperating with the information flow on the Internet, can we realize the one-stop service of "one window in, one window out" for citizens and enterprises.
One-stop administrative service hall system includes the following modules:
–Appointment module: For government affairs with complicated procedures, citizens and enterprises will make an appointment in the service hall first, and the hall will arrange the processing time in advance.
–Inquiry module: citizens and enterprises can inquire about the service guide, processing results and other information through the inquiry module in the service hall.
–Queuing module: When enterprises and citizens go to the service hall to handle business, after selecting the service department on the queuing machine, the queuing module will automatically queue up for the clerk, and the clerk only needs to rest and wait in the waiting area, thus avoiding the trouble of queuing.
–Receipt module: enterprises and citizens go to the service hall to handle affairs. If there is a charge, this module can print the receipt; If there is no charge, you can print a receipt to prove that the information has been received.
Electronic imaging module: Documents submitted by enterprises and citizens can be saved as electronic documents through electronic imaging module, which is convenient for management and internal examination and approval.
–Complaint handling module: Enterprises and citizens can make complaints directly in the service hall. After the lobby accepts the complaint, it can be directly transferred to the complaint handling procedure or transferred to the responsible department for handling.
–Workflow module: The workflow module can easily set up internal government workflow, and can dynamically modify the workflow according to work needs.
Fourthly, the advantages of one-stop e-government system in cities and towns.
This scheme refers to the planning of Guangdong provincial government's informatization construction, and avoids the incompatibility between township system and planning. The township one-stop e-government system has been successfully applied in Shilong, a national informatization pilot town. Practice has proved that its feasibility and applicability include the government-oriented internal business system, which can provide or provide online administrative office system in an integrated way and form a center within the government. Including one-stop e-government service portal for enterprises and citizens, information kiosk system and e-government call center; It also includes a one-stop administrative service hall system for entity circulation, which makes overall consideration.
Provide the interface with the government e-government service platform at the next higher level and the government internal office system.
Integrate the one-stop administrative service hall service system to realize one-stop online service circulation and one-window offline entity voucher circulation.
Integrate the telephone call center and information kiosk management system, so that citizens at different levels can use e-government services in a way suitable for them.
Considering the high proportion of floating population in many cities and towns, mobile kiosks and telephone call centers are used to provide integrated e-government services for the urban public.
Give full consideration to the needs of village-level public for e-government and their own informatization level, and provide integrated village public information service stations for village-level public.
To truly realize dynamic and interactive e-government services, you can submit complaints, service consultation, leadership mailbox and online application services in real time, and government staff can receive these information in real time through the OA system within the government and feed them back to service applicants in time.
The management and maintenance of the platform is convenient and easy to use, and the design interface is concise and clear, and users do not need professional training.
Shilong Town is one of the "four famous towns" in Guangdong Province. /kloc-0 was designated as the first batch of national informatization pilot towns by the National Informatization Office and the Ministry of Information Industry at the end of 1999, and was designated as the pilot unit of one-stop e-government construction in Dongguan, Guangdong Province in 2002.
Content of e-government construction
One-stop e-government service integration framework
One-stop e-government service portal
"One Window" Convenience Administrative Service Hall
Multimedia convenience service information kiosk
Multimedia village affairs public information kiosk
Convenient call center service system
Integrate the office automation system of Dongguan Municipal Committee and the graphic office automation system of Shilong Town Urban Construction Office.
You can go to Huairou to learn from their successful experience.