CN106230701A - Instant communicating system based on governmental affairs hot-line and method - Google Patents
Instant communicating system based on governmental affairs hot-line and method Download PDFInfo
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L51/00—User-to-user messaging in packet-switching networks, transmitted according to store-and-forward or real-time protocols, e.g. e-mail
- H04L51/04—Real-time or near real-time messaging, e.g. instant messaging [IM]
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- G06Q50/00—Information and communication technology [ICT] specially adapted for implementation of business processes of specific business sectors, e.g. utilities or tourism
- G06Q50/10—Services
- G06Q50/26—Government or public services
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L67/00—Network arrangements or protocols for supporting network services or applications
- H04L67/14—Session management
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L67/00—Network arrangements or protocols for supporting network services or applications
- H04L67/50—Network services
- H04L67/52—Network services specially adapted for the location of the user terminal
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
- H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
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Abstract
The present invention proposes a kind of instant communicating system based on governmental affairs hot-line and method, and instant messaging is applied to government's hot line field, and described system includes that residential customers end, government are attended a banquet and holds and service terminal；Residential customers end reported event, conversate process through service terminal distribution to the government end of attending a banquet that conversates；Government attends a banquet and holds and can create formal event according to the accounts information of event conditions and current feedback people, and the processing procedure of real-time update event, finally the result of event is fed back to reporting events people, event handling situation it can be seen that the list of thing that reported and event handler procedure, and can be evaluated by reporting events people at oneself residential customers end (mobile terminal).Act on the Internet+theory, utilize Internet technology that government and masses' demand, the common people are fed back more accurately, connected easily and efficiently.So that government can more reasonably administer city, formulate the principles and policies that people-oriented more accurately.
Description
Technical field
The present invention relates to communication technical field, be specifically related to a kind of instant communicating system based on governmental affairs hot-line and method.
Background technology
Existing governmental affairs hot-line major part is to use phone customer service or the form of government's mailbox, traditional phone customer service or
Person government mailbox comes with some shortcomings at the aspect such as user's communication, problem feedback, process record, real-time report, such as, and application number
For the open a kind of citizen's service hotline system of patent of invention of [201610179637 .0], represent layer, service application including information
Layer, podium level, data Layer and infrastructural support environment layer；Described reflection problem entrance includes phone, note, Email, online
Registration etc..
But in use yet suffer from problems with:
1, customer service hot line peak period is likely to occur the situations such as the line is busy, it is impossible to ensure the convenient feedback problem easily of user；Electronics postal
The form real-time such as part, note is inadequate, and the feedback of event exists the longer time cycle with processing；
2, problem reporter intuitively expresses the information of presence states, to feedback owing to can not send the information such as photo, video in real time
Problem describe clear not accurately, or feedback people and customer service language communication have obstacle, cause customer service to have the understanding of problem partially
Difference, needs repeatedly to link up；Furthermore, the address that event is occurred by problem reporter is not very clear, need customer service repeatedly inquire and
Confirming, efficiency is linked up in impact, impacts processing in time of event；
3, event handling approving and forwarding flow process is not disclosed, and does not forms hot line closed loop, and i.e. feedback and upper journalist to upper journalist are to event
The evaluation etc. of disposition.
In order to realize " the Internet+" application in government affairs with the more convenient communication of common people, it would be highly desirable to propose one and realize political affairs
Mansion is interactive with the common people, understands the people's livelihood, the system of the will of the people or method in time, so that government can more reasonably administer city,
Formulate the principles and policies that people-oriented more accurately.
Summary of the invention
The technical problem to be solved is to use the shape such as phone customer service or government's mailbox for governmental affairs hot-line
Defect existing for formula, proposes a kind of instant communicating system based on governmental affairs hot-line, forms complete closed loop system: at event
Reason, write instructions and transfer flow process full disclosure, Design Treatment feedback of status, facilitate common people to supervise, and provide upper journalist to reported event at
The evaluation of reason situation, the work incentive of further specification government affairs and responsibility.
The present invention is to use following technical scheme to realize:
The present invention proposes a kind of instant communicating system based on governmental affairs hot-line, attends a banquet hold and clothes including residential customers end, government
Business terminal；Described residential customers end is installed on the mobile apparatus, in order to reported event, then conversates distribution through service terminal
Conversate process to government's end of attending a banquet；
Described residential customers end includes registering login module, reporting events module, event progress module and evaluation module；Described
Service terminal includes that event distributes module, communication module, and described event distribution module receives reporting events module reported event also
Conversate distribution；
Described government end of attending a banquet includes event receiver module, event processing module and feedback module；Described event receiver module
The event content of reception event distribution module assignment and current report of user accounts information, create formal event, and event is created
After Li, by event processing module, event is processed, and event handler procedure and result are fed back to by feedback module
Residential customers end event progress module, and event handling result and processing procedure can be commented by user by evaluation module
Valency.Carry out instant messaging by mobile device terminal, it is ensured that government's end understand complete understand situation that love scene occurs with
And conveniently immediately determining event location, the event that is effectively improved understands and treatment effeciency, saves human cost, and increase to event
The disclosure of reason process and disposition feedback, facilitate common people to supervise, and provides upper journalist to comment reported event disposition
Valency, the work incentive of further specification government affairs and responsibility.
Further, described reporting events module include voice module, video module, character module, picture module and
Position module, and when reporting voice, video, word, pictorial information, reporting position information all simultaneously, simplify report flow, be easy to
The understanding of event and communication, improve the government end staff that attends a banquet and process the efficiency of event.
Further, described event distribution module uses the mode of idleness+random assortment, and described idleness refers to that customer service is worked as
Front accessible visitor's number accounts for the ratio of maximum reception amount, and random assortment refers to when customer service idleness is identical, and system is randomly assigned to appoints
The customer service of what idle condition.When there being new session, system first determines whether the customer service currently whether having " idle " state, if not having
Have, then enter queuing to be accessed；If having, then it is automatically assigned to the customer service that idleness is high, if the idleness of multiple customer service is identical, then
It is randomly assigned to a customer service.One government is attended a banquet and holds customer service can be entered by software management end and several residential customers end subscriber
Row is linked up, thus the work efficiency improved saves human cost.
Further, described service terminal also includes backstage basic database, in order to store at reported event and event
Reason process and object information, can retain communication process record, facilitates customer service to review communication information at any time in time to residential customers
End subscriber feeds back, or derivation communication carries out daily arrangement, analyzes the hot issue that resident is concerned about, is conducive to instructing
Government department works.
The present invention the most also proposes a kind of instant communication method based on governmental affairs hot-line, comprises the following steps:
S1, user open the residential customers end in mobile device, carry out user's registration, login；
S2, user are by residential customers end reported event, and reporting schemes includes voice, word, picture, video and position；
User institute reported event is allocated by S3, service terminal, and is processed by government's end of attending a banquet；
S4, government end of attending a banquet receives reported event content and user account information, and on call time and process, and the most more
Newly process state；
S5, residential customers end obtain event handler procedure and result, and are evaluated it.
Further, in described step S3, event is allocated using the mode of idleness+random assortment, described sky
Not busy rate refers to that customer service currently accessible visitor number accounts for the ratio of maximum reception amount, and random assortment refers to when customer service idleness is identical, system
It is randomly assigned to the customer service of any one idle condition.
Further, in described step S2, reported event position refers to that event occurs position, by voice, video, literary composition
When word, picture reported event information, reporting position information all simultaneously.
Compared with prior art, advantages of the present invention and having the active effect that
1, by the residential customers end in mobile device, using instant messaging mode to reflect problem, problem reporter can pass through
Governmental affairs hot-line instant communicating system, is sent to government in modes such as word, video, picture, voices whenever and wherever possible and attends a banquet end customer service,
Reported event is simple and direct in time；Customer service management end can be dynamically assigned to corresponding customer service according to the state that online customer service is attended a banquet and connect
Enter such that it is able to that compares complete display understands the situation that love scene occurs；
2, reporting events people can share reported event position to customer service by mobile device, thus ensures that customer service is more easily
Solving event location, so that event to be made corresponding scheduling in time, distribution processes；One customer service of attending a banquet can manage end by software
Link up with several residential customers end subscribers, thus the work efficiency improved saves human cost；And ditch can be retained pass through
Cheng Jilu, facilitates customer service to review communication information at any time and feeds back residential customers end subscriber in time, or derives communication
Carry out daily arrangement；Extract the hot and difficult issues that resident pays close attention to, propose to instruct for government department's work；
3, disclosure and the disposition feedback of event handler procedure are facilitated common people to supervise by the increase of this case, and provide upper journalist
Evaluation to reported event disposition, the work incentive of further specification government affairs and responsibility.
Accompanying drawing explanation
Fig. 1 is system architecture diagram described in the embodiment of the present invention；
Fig. 2 is that method flow described in the embodiment of the present invention is with reference to figure.
Detailed description of the invention
In order to be more clearly understood from the above-mentioned purpose of the present invention, feature and advantage, below in conjunction with the accompanying drawings and implement
The present invention will be further described for example.Elaborate a lot of detail in the following description so that fully understanding the present invention,
But, the present invention can be different from other modes described here with employing and implement, and therefore, the present invention is not limited to following public affairs
The specific embodiment opened.
Embodiment one, reference Fig. 1, instant communicating system based on governmental affairs hot-line, including the residence installed on the mobile apparatus
People's client, government attend a banquet and hold and service terminal；Residential customers end is by mobile phone reported event, conversate through service terminal
Distribute to government's end of attending a banquet conversate process；Described residential customers end includes registering login module, reporting events module, event
Progress module and evaluation module；Described service terminal includes that event distributes module, communication module, and described event distribution module connects
Receive reporting events module reported event the distribution that conversates；Described government end of attending a banquet includes event receiver module, event handling
Module and feedback module；
Described event receiver module receives event content and current report of user accounts information, the wound of event distribution module assignment
Build formal event, after event is founded, by event processing module, event is processed, and by event handler procedure and result
Feed back to residential customers end event progress module by feedback module, and user can be by evaluation module to event handling result
And processing procedure is evaluated.Use instant messaging mode, it is ensured that clear the most complete understand situation that love scene occurs and
Conveniently immediately determining event location, the event that is effectively improved understands and treatment effeciency, saves human cost, and increases event handling
The disclosure of process and disposition feedback, facilitate common people to supervise, and provides upper journalist's evaluation to reported event disposition,
The further work incentive of specification government affairs and responsibility.
Residential customers end described in the present embodiment may be mounted in the mobile device such as mobile phone, pad, it is achieved on the instant time
Report, event handling mould processes event procedure and connects with relevant governmental department, command centre.In order to simplify report flow, just
In understanding and the communication of event, improve the government end staff that attends a banquet and process the efficiency of event, reporting events described in the present embodiment
Module includes voice module, video module, character module, picture module and position module, by corresponding functional module
Notify breath, and when reporting voice, video, word, pictorial information, reporting position information all simultaneously.
Attend a banquet for raising government further and hold staff's work efficiency, event distribution module employing idleness+divide at random
The mode joined, described idleness refers to that customer service currently accessible visitor number accounts for the ratio of maximum reception amount, such as: the maximum of customer service A
Reception amount is set to 10, current reception 4 people, it is also possible to receive 6 people, then the idleness of customer service A is 60%；Idleness is the highest, preferentially
Distribution session.Random assortment refers to that, when customer service idleness is identical, system is randomly assigned to the customer service of any one idle condition.When having
During new session, system first determines whether the customer service currently whether having " idle " state, if not having, then enters queuing to be accessed；If having,
Then it is automatically assigned to the customer service that idleness is high, if the idleness of multiple customer service is identical, is then randomly assigned to a customer service, political affairs
Attended a banquet and hold customer service can be linked up by software management end and several residential customers end subscriber in mansion, thus the work efficiency improved
Save human cost.
Service terminal described in the present embodiment also includes backstage basic database, in order to store at reported event and event
Reason process and object information；Residential customers end real-time report event to government attends a banquet end, and end customer service is attended a banquet to reported event by government
Arrange and store to backstage basic database, command centre distribute to event handling relevant departments and process, event handling
Relevant departments are by result Real-time Feedback command centre, command centre's real-time update backstage basic database, residential customers end
Directly obtain event handler procedure and state from backstage basic database, communication process record can be retained simultaneously, facilitate customer service
Review communication information at any time in time residential customers end subscriber to be fed back, or derivation communication carries out daily arrangement, point
Live separately the hot issue that the people are concerned about, be conducive to instructing government department to work.
Concrete example: residential customers end subscriber finds some social phenomenons or the accident of periphery appearance, such as
Resident Wang Nvshi finds that on road, gully well lid is aging extremely dangerous, then draws out mobile phone shooting photo, passes through client event
Reporting module, by on-the-spot photo, reports with the form of word+voice, is submitted to service terminal, command centre's distribution attend a banquet
End customer service processes, and customer side directly just can obtain state-event and position, and arrange related work department to process,
Facilitate command centre can understand the field condition of event more accurately, take significantly more efficient measure in time；Reporting events
People Wang Nvshi can understand list and the event handler procedure of institute's reported event situation under event progress module in time,
Whole process and result that gully well lid processes can show at king's women mobile phone end, and Mrs Wang can be by evaluation module to thing
The process of part provides the satisfaction evaluation of oneself, such as satisfied, general, dissatisfied etc., it is also possible to provide suggestion.Government and resident
The most interactive, increase work efficiency, reduce personnel assignment and cost, laminating people's life, there is wide promotion prospect.
In the present embodiment, government's end of attending a banquet can also realize following functions: interactive function: with visitor's session and customer service with
Thing session, maximum reception number is set, message alert tone is set, adds visitor's data, add common-use words, switching session, invitation
Evaluate, add conversation tag, terminate session.Function to be accessed: access waiting session.Message-leaving function: check and process and stay
Speech.Historical session function: check the session terminated, derive historical session record.Derive management function: download the history derived
Conversation recording.Customer service information: edit customer service information, customer service greeting is set.Message center function: check system message, system
Function is more perfect, extensibility is strong.
Attend a banquet and can carry out exchanging repeatedly with user, and then the relevant letter of event can be checked on more accurately
Breath, mobile phone terminal user has sharing position function, including automatic sharing position and actively sends position, and automatic sharing position is main
Being when a session is established, active user is just sent in commander by mobile terminal APP application by the position coordinates that GPRS positions
The heart, command centre, according to coordinate, obtains better address, can represent with the form of GIS map.Actively send position, mainly
Mobile terminal APP user manually selects transmission position, and then is shared position.
Currently for the hot line of government, major part is all the form of phone or mailbox, problem feedback the level of detail and
Ageing unsatisfactory.Use current instant messaging form docking government staff, it is possible to whenever and wherever possible, real-time more
Add the concrete field condition that represents, and then can guarantee that command centre takes measures the most accurately.System contains event
The transparent disclosure of processing procedure, the perfect closed loop flow process of feedback, the user's Function of Evaluation etc. of attending a banquet.So ensure that action by government quilt
Common people supervise, and processing procedure is transparent, and the common people carry out satisfaction evaluation, the honesty of the effective government services system ensured
Product of events polarity is processed with government.
Embodiment two, the present embodiment propose instant messaging side based on governmental affairs hot-line based on system described in embodiment one
Method, concrete principle is as follows: when mobile phone terminal user sends Word message or pictorial information to system entry, and background system is according to thing
The best distribution principle selection is suitably attended a banquet and user creates session, communication problem, and user can send word, figure
Sheet, video etc., it is also possible to select position to share, obtain mobile phone longitude and latitude by GPS, submit to command centre, command centre's root
Call GIS map according to latitude and longitude information, map displays the details of position and the periphery road conditions of user.Seat personnel by with
Family is linked up, and in conjunction with the rule handled affairs, can click on establishment and initiate handling process, automatically by currently logged on user ID and working flow process
Binding, facilitate the detailed process of user's real time inspection handling process, process event can be distributed to refer to by backstage command centre
Determine department to process, after department has processed, feed back to command centre, and by command centre, disposition is replied also
Renewal processes state, and user can carry out marking at mobile phone A PP end to result and processing procedure and evaluate.
With reference to Fig. 2, the present embodiment, based on system described in embodiment one, proposes following methods, comprises the following steps: S1, note
Volume and login: the registration of mobile phone terminal residential customers end subscriber, login；S2, residential customers end subscriber pass through mobile phone reported event, report
Mode includes voice, word, picture, video and position；Customer incident is allocated by S3, service terminal, government attend a banquet
End processes；S4, government end of attending a banquet receives reported event content and user account information, and on call time and process,
And real-time update processes state；S5, residential customers end obtain event handler procedure and result, and are evaluated it.
In order to improve government's customer side service quality and efficiency, facilitate the whole of timely, clear, the complete understanding event of customer service
Individual process, in described step S3, is allocated using the mode of idleness+random assortment to event, and described idleness refers to visitor
Taking currently accessible visitor's number and account for the ratio of maximum reception amount, random assortment refers to when customer service idleness is identical, system random assortment
To the customer service of any one idle condition；And in described step S2, reported event position refers to that event occurs position, passes through language
When sound, video, word, picture reported event information, all with positional information.
Method described in the present embodiment can ensure that a customer service of attending a banquet just can be by software management end and several resident visitor
Family end subscriber is linked up, thus the work efficiency improved saves human cost, and by increasing the public affairs to event handler procedure
Open and disposition feedback facilitates common people to supervise, and upper journalist's evaluation to reported event disposition is provided, advise further
The work incentive of model government affairs and responsibility.
The above, be only presently preferred embodiments of the present invention, is not the restriction that the present invention makees other form, appoints
What those skilled in the art changed possibly also with the technology contents of the disclosure above or be modified as equivalent variations etc.
Effect embodiment is applied to other field, but every without departing from technical solution of the present invention content, according to the technical spirit of the present invention
Any simple modification, equivalent variations and the remodeling being made above example, still falls within the protection domain of technical solution of the present invention.
Claims (7)
1. instant communicating system based on governmental affairs hot-line, it is characterised in that: include that residential customers end, government are attended a banquet and hold and service
Terminal；Described residential customers end is installed on the mobile apparatus, in order to reported event, then through service terminal conversates and distributes to
Government's end of attending a banquet conversates process；
Described residential customers end includes registering login module, reporting events module, event progress module and evaluation module；
Described service terminal includes that event distributes module, communication module, and described event distribution module receives in reporting events module
Report event the distribution that conversates；
Described government end of attending a banquet includes event receiver module, event processing module and feedback module；
Described event receiver module receives event content and current report of user accounts information, the wound of event distribution module assignment
Build formal event, after event is founded, by event processing module, event is processed, and by event handler procedure and result
Feed back to event progress module by feedback module, and user can be by evaluation module to event handling result and processing procedure
It is evaluated.
Instant communicating system the most according to claim 1, it is characterised in that: described reporting events module includes voice mould
Block, video module, character module, picture module and position module, and when reporting voice, video, word, pictorial information, all
Reporting position information simultaneously.
Instant communicating system the most according to claim 1, it is characterised in that: described event distribution module employing idleness+
The mode of random assortment, described idleness refers to that customer service currently accessible visitor number accounts for the ratio of maximum reception amount, and random assortment refers to
When customer service idleness is identical, system is randomly assigned to the customer service of any one idle condition.
Instant communicating system the most according to claim 1, it is characterised in that: described service terminal also includes basis, backstage
Data base, in order to store reported event and event handler procedure and result data.
5. instant communication method based on governmental affairs hot-line, it is characterised in that: comprise the following steps:
S1, user open the residential customers end in mobile device, carry out user's registration, login；
S2, user are by residential customers end reported event, and reporting schemes includes voice, word, picture, video and position；
User institute reported event is allocated by S3, service terminal, and is processed by government's end of attending a banquet；
S4, government attend a banquet to hold and receive reported event content and user account information, process reported event, and real-time update
Process state；
S5, residential customers end obtain event handler procedure and result, and are evaluated event handling situation.
Instant communication method the most according to claim 5, it is characterised in that: in described step S3, event is allocated
Using the mode of idleness+random assortment, described idleness refers to that customer service currently accessible visitor number accounts for the ratio of maximum reception amount,
Random assortment refers to that, when customer service idleness is identical, system is randomly assigned to the customer service of any one idle condition.
Instant communication method the most according to claim 5, it is characterised in that: in described step S2, reported event position is
There is position in self-explanatory characters' part, during by voice, video, word, picture reported event information, and reporting position information all simultaneously.
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| CN201610719135.2A CN106230701A (en) | 2016-08-25 | 2016-08-25 | Instant communicating system based on governmental affairs hot-line and method |
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Cited By (5)
| Publication number | Priority date | Publication date | Assignee | Title |
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| CN107679827A (en) * | 2017-09-25 | 2018-02-09 | 北京云海寰宇信息技术有限责任公司 | Towards the management platform of ordinarily resident |
| CN108229910A (en) * | 2017-12-14 | 2018-06-29 | 四川虹慧云商科技有限公司 | A kind of classification processing method of resident's reported event |
| CN109213910A (en) * | 2018-09-12 | 2019-01-15 | 杭州数梦工场科技有限公司 | A kind of government intelligence customer service method, system, electronic equipment and storage medium |
| CN109447579A (en) * | 2018-10-12 | 2019-03-08 | 成都北科维拓科技有限公司 | The dedicated method of calling of government system |
| CN109525740A (en) * | 2018-10-12 | 2019-03-26 | 成都北科维拓科技有限公司 | A kind of event-handling method and system |
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| CN101557360A (en) * | 2008-04-11 | 2009-10-14 | 北京亿企通信息技术有限公司 | Method and system of online customer service instant messaging |
| CN103986784A (en) * | 2014-05-30 | 2014-08-13 | 小米科技有限责任公司 | Communication method and device |
| CN104468324A (en) * | 2014-11-17 | 2015-03-25 | 杭州海康威视***技术有限公司 | Information interaction system |
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| CN109213910A (en) * | 2018-09-12 | 2019-01-15 | 杭州数梦工场科技有限公司 | A kind of government intelligence customer service method, system, electronic equipment and storage medium |
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