政府社团公共管理行业的运营管理研究 ——城市综合服务智慧运营平台建设
摘要
本文围绕政府社团公共管理行业的运营管理展开研究，聚焦于城市综合服务智慧运营平台的建设。项目以提升民生诉求服务智慧化水平为目标，通过端到端业务流程梳理与优化，结合物联网、大数据、人工智能等前沿技术，推动城市治理数字化转型。研究采用标杆案例分析法，借鉴纽约、新加坡及北京等国内外先进城市的治理经验，结合政策解读与技术趋势分析，系统识别出民生诉求业务在规划协同、市民体验、机构制度、市区协同、渠道管理、评价体系、智能化建设、分析研判及运营管理九个方面的关键问题。
在此基础上，研究进一步开展了技术实现能力差距分析，从数据管理、智能化服务、基础设施等维度评估现有能力与目标状态的差距。针对九大关键发现，提出了涵盖短期与长期措施的优化建议，包括强化高位协同机制、完善法规制度、构建智能化服务体系、建立科学评价机制、加强数据治理与人才培养等。本研究旨在为城市综合服务智慧运营平台的建设提供系统化、可落地的实施路径与管理框架，助力实现“一网统管”背景下的民生诉求闭环管理与智慧化运营。
关键词：智慧运营平台；公共管理；数字化转型；民生诉求；一网统管；大数据；人工智能
Research onthe Operation Management of Government, Community and Public AdministrationIndustry
——Construction of Smart OperationPlatform for Urban Comprehensive Services
Abstract
This article focuseson the operational management of the government, community and publicadministration industry, with an emphasis on the construction of a smartoperation platform for urban comprehensive services. The project aims toenhance the intelligent level of services for public demands. Through theend-to-end business process review and optimization, combined with cutting-edgetechnologies such as the Internet of Things, big data and artificialintelligence, it promotes the digital transformation of urban governance. Theresearch adopts the benchmark case analysis method, drawing on the governanceexperiences of advanced cities at home and abroad such as New York, Singaporeand Beijing. By integrating policy interpretation and technology trend analysis,it systematically identifies the key issues in the public demand business innine aspects: planning coordination, citizen experience, institutional system,urban-rural coordination, channel management, evaluation system, intelligentconstruction, analysis and judgment, and operation management.
Based on this, theresearch further conducted an analysis of the technical implementationcapability gap, evaluating the gap between the existing capabilities and thetarget state from dimensions such as data management, intelligent services, andinfrastructure. In response to the nine key findings, it proposed optimizationsuggestions covering short-term and long-term measures, including strengtheningthe high-level coordination mechanism, improving the regulatory system,building an intelligent service system, establishing a scientific evaluationmechanism, and enhancing data governance and talent cultivation. This researchaims to provide a systematic and implementable implementation path andmanagement framework for the construction of the urban comprehensive serviceintelligent operation platform, and help achieve closed-loop management andintelligent operation of public demands under the background of "onenetwork for unified management".
Keywords: Smart operationplatform; Public management; Digital transformation; Public demands; Unifiedmanagement through one network; Big data; Artificial Intelligence
目录
一、 项目背景... - 8 -
二、 项目角色和职责... - 9 -
三、 项目参与人员和分工... - 10 -
四、 时间期限... - 11 -
五、 客户业务战略解读与能力差距分析... - 11 -
5.1 技术趋势... - 16 -
5.2 业界案例分析... - 17 -
5.2.1 国外标杆案例... - 18 -
5.2.2 国内标杆案例... - 23 -
5.3 智慧运营平台建设的技术实现能力差距分析... - 27 -
5.3.1技术支撑... - 27 -
六、 解决问题与差距的优化建议... - 36 -
6.1关键发现K01. - 36 -
6.1.1 现状描述... - 36 -
6.1.2 业务影响... - 37 -
6.1.3 根因分析... - 38 -
6.1.4 优化建议... - 39 -
6.2 关键发现K02. - 40 -
6.2.1 现状描述... - 41 -
6.2.2 业务影响... - 41 -
6.2.3 根因分析... - 42 -
6.2.4优化建议... - 43 -
6.3 关键发现K03. - 44 -
6.3.1 现状描述... - 45 -
6.3.2 业务影响... - 45 -
6.3.3 标杆实践... - 46 -
6.3.4 根因分析... - 47 -
6.3.5优化建议... - 48 -
6.4 关键发现K04. - 49 -
6.4.1 现状描述... - 49 -
6.4.2 业务影响... - 50 -
6.4.3根因分析... - 50 -
6.4.4 优化建议... - 50 -
6.5 关键发现K05. - 52 -
6.5.1 现状描述... - 52 -
6.5.2 业务影响... - 52 -
6.5.3 根因分析... - 53 -
6.5.4优化建议... - 54 -
6.6 关键发现K06. - 55 -
6.6.1 现状描述... - 56 -
6.6.2 业务影响... - 57 -
6.6.3 标杆实践... - 58 -
6.6.4根因分析... - 58 -
6.6.5 优化建议... - 59 -
6.7关键发现K07. - 61 -
6.7.1 现状描述... - 61 -
6.7.2 业务影响... - 63 -
6.7.3 标杆实践... - 64 -
6.7.4根因分析... - 65 -
6.7.5 优化建议... - 66 -
6.8 关键发现K08. - 67 -
6.8.1 现状描述... - 67 -
6.8.2 业务影响... - 69 -
6.8.3 根因分析... - 70 -
6.8.4 优化建议... - 71 -
6.9 关键发现K09. - 72 -
6.9.1 现状描述... - 73 -
6.9.2业务影响... - 74 -
6.9.3根因分析... - 74 -
6.9.4优化建议... - 75 -
七、 项目成效... - 76 -
页:
[1]