浙江省12333咨询服务建设的问题及对策研究

发布时间：2018-03-12 20:19

本文选题：12333咨询服务　切入点：公共服务　出处：《宁波大学》2017年硕士论文　论文类型：学位论文

【摘要】：在新形势下,随着党和国家着力推进服务型政府的建设工作,我国人力资源和社会保障工作正在发挥着日益显著的作用。为解决日益突出的民生问题,为切实服务广大人民群众,搭建一个宣传政策的平台、倾听民声的窗口,即12333咨询服务系统成为关乎民生的关键一项。浙江省12333咨询服务中心于2006年12月开通以来,为全省广大人民群众提供包括电话、网络、手机平台等全方位、多视角、立体化的公共服务,基本实现全省各县市区全覆盖,总体运行情况良好。目前,12333咨询服务在快速的发展中也面临着巨大的挑战。本文旨在分析眼前存在的问题,科学的提出对策研究,努力提升12333的服务能力,加强人社部门信息化建设,推动公共服务体系建设,加快政府职能转换,塑造服务型政府良好形象。文章第一部分结合国内外的研究成果引出本文的研究目的、研究方法和创新之处。文章第二部分通过学习新公共服务理论、发展传播学理论等基础性理论,将系统管理和有效的行政沟通过程等方式结合到12333咨询服务体系中。文章第三部分通过对我国及浙江省12333咨询服务建设发展历程的研究,提出12333咨询服务在公共服务体系构建中的具体实践意义。第四部分归纳出浙江省12333咨询服务建设存在组织机构待完善、思想观念不到位、专业人才队伍薄弱等问题。第五部分借鉴北京市在12333工作中建设经验,提出了引进服务外包形式的启示。第六部分从观念转变、机构健全、队伍建设、平台搭建及体制完善等角度提出若干个人建议,第七部门是结语和展望,期盼笔者能够对浙江省12333咨询服务系统及人社信息公共服务体系的大力发展提供参考。
[Abstract]:Under the new situation, with the efforts of the Party and the state to promote the construction of a service-oriented government, the work of human resources and social security in our country is playing an increasingly prominent role. In order to effectively serve the broad masses of the people, build a platform for propaganda policies and listen to the voice of the people, that is, the 12333 consulting service system has become a key item concerning the people's livelihood. Since the opening of the 12333 Consulting Service Center in Zhejiang Province in December 2006, To provide a comprehensive, multi-perspective, three-dimensional public service for the broad masses of the people in the province, including telephone, network, mobile phone platform, etc., so as to basically achieve the full coverage of all counties and urban areas in the province. The overall operation is good. At present, the consulting service is also facing a huge challenge in the rapid development. This paper aims to analyze the immediate problems, scientifically put forward countermeasures, and strive to improve the service capacity of 12333. The first part of the article leads to the research purpose of this paper, which is to strengthen the information construction of human society, to promote the construction of public service system, to speed up the transformation of government functions, and to create a good image of service-oriented government. Research methods and innovations. The second part of the article through the study of the new public service theory, the development of communication theory and other basic theories, The system management and the effective administrative communication process are combined into the 12333 consulting service system. The third part of this paper studies the development course of the 12333 consulting service construction in China and Zhejiang Province. The author puts forward the practical significance of 12333 consultation service in the construction of public service system. Part 4th concludes that the construction of consulting service of 12333 in Zhejiang Province needs to be perfected, and the ideas and ideas are not in place. Part 5th draws lessons from Beijing's experience in building service outsourcing in 12333, and puts forward the enlightenment of introducing service outsourcing form. 6th part changes from the concept, the organization is sound, the team construction, This paper puts forward some personal suggestions from the angle of platform construction and system perfection. The 7th department is the conclusion and prospect. I hope the author can provide a reference for the development of the 12333 consultation service system and the information public service system of Zhejiang Province.
【学位授予单位】：宁波大学
【学位级别】：硕士
【学位授予年份】：2017
【分类号】：D630

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