天津市12319城建热线业务系统设计与实现

发布时间：2018-07-18 15:42

【摘要】：城市公共服务事业与人民群众的生产、生活密切相关,它涉及到城市建设领域的供水供气、排水防汛、市政建设、市容环卫、城市交通等行业。天津作为一个特大型城市,市民每天对公共服务系统的需求量大面广,为此,许多公用事业单位在为民服务方面作了大量工作,设立了许多规模大小不一、功能齐全不等的热线电话。众多的热线电话为解决市民的求助提供了便利,但同时也带来了不便记忆、资源分散、信息缺乏后续利用、服务水平不均衡等问题。因此,为进一步完善城市建设与管理的运行体制,满足广大市民对公共服务事业日益增长的求助需求,本文实现了一套12319城建热线业务系统,整合资源、更好地为市民服务。本文首先针对市民的实际需求,对12319城建热线业务系统进行了详细的需求分析和系统设计,并将系统按功能划分为了十个功能模块,分别为工单受理模块、审核派单模块、工单录入模块、错派单模块、超时督办模块、回复单审核模块、待办单审核模块、查询模块、座席监控模块和用户及权限管理模块。业务系统中基于Spring框架搭建系统,结合使用JSP/Servlet技术、B/S架构模式、Oracle 10g数据库进行系统开发工作。12319城建热线业务系统旨在实现一个统一的热线服务的工作平台,加快信息化城市建设,促进政府职能转变和流程再造。还可以集中城建领域信息资源,及时分析城市管理中存在的问题,增强处置各类城市管理问题的能力,逐步形成应对城市管理突发事件快速反应机制,从而提升城市管理的能级和水平。
[Abstract]:Urban public service is closely related to the production and life of the people. It is related to water supply and gas supply, drainage and flood prevention, municipal construction, city appearance and sanitation, urban transportation and other industries in the field of urban construction. As a large city, Tianjin has a large demand for public service systems every day. For this reason, many public utilities have done a great deal of work in serving the people and have set up many of them of varying sizes. A full range of hotlines. Many hotlines provide convenience for solving the problem of asking for help from citizens, but at the same time, they also bring problems such as inconvenient memory, scattered resources, lack of follow-up utilization of information, uneven service level, and so on. Therefore, in order to further improve the operation system of urban construction and management and meet the increasing demand for help from the public service, this paper realizes a set of 12319 urban construction hotline business system, integrates the resources, and serves the citizens better. In this paper, first of all, according to the actual needs of the citizens, the 12319 urban construction hotline business system is analyzed in detail and the system is designed, and the system is divided into ten functional modules according to the function, which are the work order acceptance module, the audit and dispatch single module, respectively. Work order input module, wrong assignment single module, overtime supervision module, reply order audit module, to do single audit module, query module, seat monitoring module and user and authority management module. The business system is built based on Spring framework, and the Oracle 10g database is developed by using JSP / servlet technology and Oracle 10g database. The purpose of this system is to realize a unified working platform of hotline service. Speed up the construction of information city, promote the transformation of government functions and process reengineering. It is also possible to concentrate information resources in the field of urban construction, analyze problems existing in urban management in a timely manner, enhance the ability to deal with all kinds of urban management problems, and gradually form a rapid response mechanism to urban management emergencies. Thus raising the level and level of urban management.
【学位授予单位】：天津大学
【学位级别】：硕士
【学位授予年份】：2016
【分类号】：TP311.52

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