摘要
政务热线作为政府及时了解民生、有效响应民众关切、参与社会治理的互动通道,动态产生了反映民生诉求的大量数据。如何通过数据赋能实现政务热线转型是数字政府建设的重要议题。在“智能运维(AI-Ops)”视角下,对多来源资料进行文本分析,总结多案例实践经验,结合政务热线的功能定位与运行模式,系统梳理了数据赋能政务热线转型的逻辑,最终构建了政务热线数据赋能机制的关键要素。并基于关键要素,从多方合作、标准规范、专家团队、人机协同等四个维度探讨政务热线数据赋能的优化路径。
The government hotline serves as a dynamic channel for the government to promptly understand people's livelihoods,effectively respond to public concerns,and participate in social governance,generating precise data reflecting public demands.Enabling government hotlines through data empowerment is one of the key issues in the construction of digital governance.This study conducted text analysis on data from multiple sources and systematically examined the logic of transforming government hotlines through data empowerment,based on practical experience from multiple cases,and in conjunction with their functional positioning and operational modes.From the perspective of"Artificial Intelligence for IT Operations(AIOps)",this study drew on the theoretical framework of AIOps to design the key elements of the data empowerment mechanism for government hotlines.Based on these key elements,it explored the main implementation paths of data empowerment for government hotlines from the dimensions of multi-party collaboration,standardization,analysis reporting,expert teams,and human-machine collaboration.
作者
周庆山
刘惠
黄钰婷
黄国彬
ZHOU Qingshan;LIU Hui;HUANG Yuting;HUANG Guobin(Department of Information Management,Peking University,Beijing 100871,China;School of Government,Peking University,Beijing 100871,China)
出处
《档案学通讯》
北大核心
2024年第4期53-61,共9页
Archives Science Bulletin
