基于“一卡通”的城市公民精细化服务研究
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摘要
随着社会飞速的发展进步,城市公民对政府管理服务的要求越来越高,物质生活改善,加速了人们对精神文明的追求。然而当前政府管理与市民丰富的物质生活之间存在差距,主要表现在如下几个方面:一是市民主人翁意识的加强,希望能够参与到城市管理中去,政府信息公开、政策民主的要求比较高;二是政府服务质量和服务水平的改善,部门信息化水平和信息化管理手段需要进一步加强,使市民在办理业务时候能够更方便快捷;三是业务流程化和制度结构化需要理清,在业务处理过程中尽量坚持透明公开的原则,消除吃、拿、卡等“潜规则”,通过网上办公、在线审批等方式,彻底改变以往“事难办、脸难看”的情况;四是针对市民综合服务功能加强,变以往部门管理方式为业务管理方式,消除部门之间的壁垒,避免市民在办事过程中跑部门的现象,而是市民只需提出服务的内容,政府部门之间内部协调,综合服务。
我国从上个世纪末期开始政府信息化工作,经过反复的探索,目前已经进入到数据集成和管理阶段。对于一个城市来说,将与市民生活相关的基础数据进行统一管理,将业务系统集成连通,是当前电子政务建设的重点,“一卡通”系统就是在这个基础上提出的。系统的建设,非常贴近市民生活,能够有效解决政府管理水平和市民需求之间的差距问题,是当前电子政务建设的重点,当前国内很多城市都开展了“一卡通”系统的建设。
“一卡通”系统是指在原有政府部门业务系统的基础上,进行新建、升级、改造,通过建设统一的网络和数据管理系统,将这些系统联合到一起,并通过与银行等事业单位联合,开发大量增值业务。一方面能够方便市民办事,变“部门化”市民管理模式为“事务处理型”新型市民管理模式,另一方面通过政府部门和事业单位联合,能够改善市民基本生活环境,方便市民处理生活中有关问题。通过业务集成,市民可以在系统中统一办理民政、劳动保障、医疗保障、工商、税务、户籍、教育、卫生、计生、人事、残疾、慈善等业务,也可以利用一张统一的“市民卡”在公交、出租、地铁、水费、电费、轮渡、加油、智能化小区、停车场收费、旅游集散中心票务、便利点、连锁超市、体育场馆、公园、电影院等设备场所进行小额消费,避免排队和携带多张卡的麻烦。通过“一卡通”系统的建设实施,市民能够充分享受到政府贴身的服务,也能够了解和参与到政府部分业务当中。
然而,系统建设是一项复杂巨大的工程,牵涉部门多、技术复杂,在建设方法、部门协调、资金筹措、管理维护等方面都存在很大的问题,而关于这方面系统化的研究很少,真正成功的案例几乎没有。城市在系统实施建设方面可以参考的案例比较少,详细的理论指导也很少。本文根据工作经验,加上研究生阶段的理论学习,在广泛调研基础上,将系统建设过程和系统对城市管理的意义加以整理,最终成文,希望能够对系统的建设具有一定指导意义。
The public requirement on the government management is becoming higher with the rapid social development. Their purchase on improvement of material life also accelerates the pursuit of spiritual civilization. At present, the gap between the government management and the citizen demand is mainly manifested in the following some aspects:
Firstly, the strengthening of the sense of ownership makes the public want to participate in city management. So their requirement on public information disclosure and policy democracy is relatively high.
Secondly, the government service and the department information management need to be further strengthened, enabling the public affairs more convenient and efficient.
Thirdly, the business process and institutional structure need to be rationalized. Carry out OA and online approval to eliminate the unreasonable situation.
Fourthly, change the department management to business management, eliminate barriers between departments, strengthen the function of general service
Informatization has been carried out in our country since the end of last century. After the exploration, informatization has entered the phase of data integration and management. For a city, the focus of e-government is to integrate the basic data and business related to the daily life of the public. "City card" system is proposed on this basis. The system construction is close to the public life and can solve the gap between the government management level and the public demand effectively. "City card" system is the focus of present e-government construction and is carried out in many cities of our country.
"City card" system is the integrated net and data management system constructed on the original government department operating system. It can develop a large number of value-added services through cooperating with banks and other institutions. On one hand it facilitates the public affairs, change the department management to business management, creating a new public management; on the other hand it can improve the public living environment and solve related questions through uniteing the government departments and institutions. " City card" system can handle government business covering civil affairs, labor and social security, health care, industry and commerce, taxation, residence, education, health, family planning, personnel, disability and charitable. It also can use "Citizen Card" to provide small-amount payment service covering public transportation, rental, subway, water, electricity, ferry, come on, intelligence community, parking fees, travel ticketing hub to facilitate the point, supermarket chains, stadiums, parks, cinemas and other places. "City card" system makes the public enjoy the government service and understand and participate in the government management.
Well, the system construction is a complex huge project, involving many of the department, technical complexity, the construction methods, department coordination, financing, management, maintenance, etc. But little research is done on this respect and there is no successful case. So the reference cases and theories on the city system construction are very few. Based on a wide range of research, work experience and graduate student studying, I organized the system construction process and significance on the city management to write the paper. I hope it can have some guidance significance on the system construction.
我国从上个世纪末期开始政府信息化工作,经过反复的探索,目前已经进入到数据集成和管理阶段。对于一个城市来说,将与市民生活相关的基础数据进行统一管理,将业务系统集成连通,是当前电子政务建设的重点,“一卡通”系统就是在这个基础上提出的。系统的建设,非常贴近市民生活,能够有效解决政府管理水平和市民需求之间的差距问题,是当前电子政务建设的重点,当前国内很多城市都开展了“一卡通”系统的建设。
“一卡通”系统是指在原有政府部门业务系统的基础上,进行新建、升级、改造,通过建设统一的网络和数据管理系统,将这些系统联合到一起,并通过与银行等事业单位联合,开发大量增值业务。一方面能够方便市民办事,变“部门化”市民管理模式为“事务处理型”新型市民管理模式,另一方面通过政府部门和事业单位联合,能够改善市民基本生活环境,方便市民处理生活中有关问题。通过业务集成,市民可以在系统中统一办理民政、劳动保障、医疗保障、工商、税务、户籍、教育、卫生、计生、人事、残疾、慈善等业务,也可以利用一张统一的“市民卡”在公交、出租、地铁、水费、电费、轮渡、加油、智能化小区、停车场收费、旅游集散中心票务、便利点、连锁超市、体育场馆、公园、电影院等设备场所进行小额消费,避免排队和携带多张卡的麻烦。通过“一卡通”系统的建设实施,市民能够充分享受到政府贴身的服务,也能够了解和参与到政府部分业务当中。
然而,系统建设是一项复杂巨大的工程,牵涉部门多、技术复杂,在建设方法、部门协调、资金筹措、管理维护等方面都存在很大的问题,而关于这方面系统化的研究很少,真正成功的案例几乎没有。城市在系统实施建设方面可以参考的案例比较少,详细的理论指导也很少。本文根据工作经验,加上研究生阶段的理论学习,在广泛调研基础上,将系统建设过程和系统对城市管理的意义加以整理,最终成文,希望能够对系统的建设具有一定指导意义。
The public requirement on the government management is becoming higher with the rapid social development. Their purchase on improvement of material life also accelerates the pursuit of spiritual civilization. At present, the gap between the government management and the citizen demand is mainly manifested in the following some aspects:
Firstly, the strengthening of the sense of ownership makes the public want to participate in city management. So their requirement on public information disclosure and policy democracy is relatively high.
Secondly, the government service and the department information management need to be further strengthened, enabling the public affairs more convenient and efficient.
Thirdly, the business process and institutional structure need to be rationalized. Carry out OA and online approval to eliminate the unreasonable situation.
Fourthly, change the department management to business management, eliminate barriers between departments, strengthen the function of general service
Informatization has been carried out in our country since the end of last century. After the exploration, informatization has entered the phase of data integration and management. For a city, the focus of e-government is to integrate the basic data and business related to the daily life of the public. "City card" system is proposed on this basis. The system construction is close to the public life and can solve the gap between the government management level and the public demand effectively. "City card" system is the focus of present e-government construction and is carried out in many cities of our country.
"City card" system is the integrated net and data management system constructed on the original government department operating system. It can develop a large number of value-added services through cooperating with banks and other institutions. On one hand it facilitates the public affairs, change the department management to business management, creating a new public management; on the other hand it can improve the public living environment and solve related questions through uniteing the government departments and institutions. " City card" system can handle government business covering civil affairs, labor and social security, health care, industry and commerce, taxation, residence, education, health, family planning, personnel, disability and charitable. It also can use "Citizen Card" to provide small-amount payment service covering public transportation, rental, subway, water, electricity, ferry, come on, intelligence community, parking fees, travel ticketing hub to facilitate the point, supermarket chains, stadiums, parks, cinemas and other places. "City card" system makes the public enjoy the government service and understand and participate in the government management.
Well, the system construction is a complex huge project, involving many of the department, technical complexity, the construction methods, department coordination, financing, management, maintenance, etc. But little research is done on this respect and there is no successful case. So the reference cases and theories on the city system construction are very few. Based on a wide range of research, work experience and graduate student studying, I organized the system construction process and significance on the city management to write the paper. I hope it can have some guidance significance on the system construction.
引文
[1]于海澜.企业架构与SOA有效整合[EB/01] http://www.ileader.com.cn/20081124/6684.htm;
[2]斯蒂芬·哈格等著,严建援等译.信息时代的管理信息系统[M].北京:机械工业出版社,2004:2-4;
[3]胡锦涛在党的十七大上的报告.[EB/01]新华网: http://news.xinhuanet.com /newscenter/2007-10/24/content_6938568.htm;
[4] John A. Zachman. Framework for Enterprise Architecture[M].Zachman Framework AssociatesMetadata Systems Software Inc ;
[5] Understanding and Measuring e-Government. [EB/01] unpan1.un.org/intradoc/groups /public/documents/UN/UNPAN023686.pdf ;
[6]黄梯云.管理信息系统[M].北京:高等教育出版社,2005:15—50;
[7]李磊.什么是电子政务.中国电子政务研究中心http://www.lusin.cn/ ebjichu/zhengwu/2006-6-11/10828.htm;
[8]电子政务的理念及其全球发展概况http://it.sohu.com/20041012/ n222456594.shtml;
[9]柳新华主编.中小城市电子政务建设探索与实践[M].北京:经济科学出版社, 2005:1-10;
[10]柳新华主编.国产软硬件集成应用[M].北京:经济科学出版社, 2005:249-256;
[11]国家信息研究中心.电子政务总体设计与技术实现.北京:电子工业出版社,2003:23—26
[12]王长胜.中国电子政务发展报告.北京:社会科学文献出版社,2003:15—23
[13]林林.政府信息门户(GIP)在电子政务中的应用[J].情报科学2003(7)
[14] zulman,shelley. Dressing up data. Oracle magazine. January-february 1995 p3A.
[15] Wu ZhaoHui,Chen HuaJun,Xu JieFeng.Knowledge Base Grid:A Generic Grid Architecture for Semantic Web.Journal.Computer.Science&Technology,July 2003 Vol.18,No 3 pp 462-473
[16]张俊义,城市社区采用双界面智能卡建立一卡通系统的设计,科技论坛,2007.3
[17]陈庆、卢义明,城市一卡通信息查询系统的设计与实现,计算机应用,2002.7
[18]吕华明、黄新建、吴成辉,金华IC城市“一卡通”的思考,金卡工程,2005.1
[19]文军,城市一卡通及其应用分析,金卡工程,2007.8
[20]钱君德,对“一卡通”管理的思考,计算机周刊,2006.5
[21] Frederick P. Brooks,Jr. The Mythical Man-Month: Essays on Software Engineering, Anniversary Edition (2nd Edition) .Addison–Wesley:2002,20-25
[22]赵立宁、赵连友,大连“城市一卡通”的实施与发展思考,中国信用卡,2004.1
[23]建华,“城市一卡通”在苏州的实践与应用,金卡工程
[24]齐文忠,打造城市“一卡通”样板——广州“羊城通”发展侧记,金卡工程,2004.1
[25]袁泽春,打造金保工程“金钥匙”——江苏省无锡市社会保障一卡通主体工程通过专家验收,中国劳动保障,2007.6
[26]张雷,关于规划实施“城市一卡通”项目的建议,太原科技,2007.8
[27] Greg Tomsho,Ed Tittel,Greg Johnson著冉晓旻郭炎等译.计算机网络.北京:清华大学出版社.2005,36-66
[28]刘启原,刘怡.数据库与信息系统的安全[M].北京:科学出版社,2000,35-55
[29]蒋旭东周立柱.利用实物化视图实现OLAP查询.兰州大学学报:自然科学版,1999,35:242-247.
[30] Tom Hammergren曹增强等译.数据仓库技术[M].北京:中国水利电力出版社,1998 55-75
[31] Ian Foster, carl kesselman. The grid blueprint for a new computing infrastructure.(影印版)北京:机械工业出版社,2005:391-426
[32]科学发展观. http://news.xinhuanet.com/ziliao/2005-03/16/content_2704537.htm
[33]汪中求,吴宏彪,刘兴旺.精细化管理[M].北京:新华出版社,2005
[34]汪中求,《细节决定成败》北京:新华出版社,2004;
[35]汪中求,《细节决定成败II》北京:新华出版社,2007;
[36]温德诚,《细化管理II:执行力升级计划》北京:新华出版社,2005;
[37]孙念怀,《精细化管理III操作方法与策略》北京:新华出版社,2006;
[38]罗宾斯等著,孙健敏等译,管理学,北京:中国人民大学出版社,2004:99-110
[39]山东烟台试行“市民卡”探索城市“一卡通”http://unn.people.com.cn/GB/14748 /7405161.html
[40]行在香港四通八达的“八达通”http://news.xinhuanet.com/newscenter/2005-02 /06/content_2555951.htm
[41]城市一卡通收费系统,http://www.rfidchina.org/readinfos-34339-151.html
[42]吴名,上海市公共交通一卡通的现状与发展,金卡工程,2007.12
[43]曼昆著,梁小民译.经济学原理:微观经济学分册,北京:北京大学出版社出版,2006
[44]王凤慧,城市一卡通项目中的集团利益分析,中国科技信息,2005.17
[45]李发辉,数字化城市及城市一卡通建设思路,金卡工程
[2]斯蒂芬·哈格等著,严建援等译.信息时代的管理信息系统[M].北京:机械工业出版社,2004:2-4;
[3]胡锦涛在党的十七大上的报告.[EB/01]新华网: http://news.xinhuanet.com /newscenter/2007-10/24/content_6938568.htm;
[4] John A. Zachman. Framework for Enterprise Architecture[M].Zachman Framework AssociatesMetadata Systems Software Inc ;
[5] Understanding and Measuring e-Government. [EB/01] unpan1.un.org/intradoc/groups /public/documents/UN/UNPAN023686.pdf ;
[6]黄梯云.管理信息系统[M].北京:高等教育出版社,2005:15—50;
[7]李磊.什么是电子政务.中国电子政务研究中心http://www.lusin.cn/ ebjichu/zhengwu/2006-6-11/10828.htm;
[8]电子政务的理念及其全球发展概况http://it.sohu.com/20041012/ n222456594.shtml;
[9]柳新华主编.中小城市电子政务建设探索与实践[M].北京:经济科学出版社, 2005:1-10;
[10]柳新华主编.国产软硬件集成应用[M].北京:经济科学出版社, 2005:249-256;
[11]国家信息研究中心.电子政务总体设计与技术实现.北京:电子工业出版社,2003:23—26
[12]王长胜.中国电子政务发展报告.北京:社会科学文献出版社,2003:15—23
[13]林林.政府信息门户(GIP)在电子政务中的应用[J].情报科学2003(7)
[14] zulman,shelley. Dressing up data. Oracle magazine. January-february 1995 p3A.
[15] Wu ZhaoHui,Chen HuaJun,Xu JieFeng.Knowledge Base Grid:A Generic Grid Architecture for Semantic Web.Journal.Computer.Science&Technology,July 2003 Vol.18,No 3 pp 462-473
[16]张俊义,城市社区采用双界面智能卡建立一卡通系统的设计,科技论坛,2007.3
[17]陈庆、卢义明,城市一卡通信息查询系统的设计与实现,计算机应用,2002.7
[18]吕华明、黄新建、吴成辉,金华IC城市“一卡通”的思考,金卡工程,2005.1
[19]文军,城市一卡通及其应用分析,金卡工程,2007.8
[20]钱君德,对“一卡通”管理的思考,计算机周刊,2006.5
[21] Frederick P. Brooks,Jr. The Mythical Man-Month: Essays on Software Engineering, Anniversary Edition (2nd Edition) .Addison–Wesley:2002,20-25
[22]赵立宁、赵连友,大连“城市一卡通”的实施与发展思考,中国信用卡,2004.1
[23]建华,“城市一卡通”在苏州的实践与应用,金卡工程
[24]齐文忠,打造城市“一卡通”样板——广州“羊城通”发展侧记,金卡工程,2004.1
[25]袁泽春,打造金保工程“金钥匙”——江苏省无锡市社会保障一卡通主体工程通过专家验收,中国劳动保障,2007.6
[26]张雷,关于规划实施“城市一卡通”项目的建议,太原科技,2007.8
[27] Greg Tomsho,Ed Tittel,Greg Johnson著冉晓旻郭炎等译.计算机网络.北京:清华大学出版社.2005,36-66
[28]刘启原,刘怡.数据库与信息系统的安全[M].北京:科学出版社,2000,35-55
[29]蒋旭东周立柱.利用实物化视图实现OLAP查询.兰州大学学报:自然科学版,1999,35:242-247.
[30] Tom Hammergren曹增强等译.数据仓库技术[M].北京:中国水利电力出版社,1998 55-75
[31] Ian Foster, carl kesselman. The grid blueprint for a new computing infrastructure.(影印版)北京:机械工业出版社,2005:391-426
[32]科学发展观. http://news.xinhuanet.com/ziliao/2005-03/16/content_2704537.htm
[33]汪中求,吴宏彪,刘兴旺.精细化管理[M].北京:新华出版社,2005
[34]汪中求,《细节决定成败》北京:新华出版社,2004;
[35]汪中求,《细节决定成败II》北京:新华出版社,2007;
[36]温德诚,《细化管理II:执行力升级计划》北京:新华出版社,2005;
[37]孙念怀,《精细化管理III操作方法与策略》北京:新华出版社,2006;
[38]罗宾斯等著,孙健敏等译,管理学,北京:中国人民大学出版社,2004:99-110
[39]山东烟台试行“市民卡”探索城市“一卡通”http://unn.people.com.cn/GB/14748 /7405161.html
[40]行在香港四通八达的“八达通”http://news.xinhuanet.com/newscenter/2005-02 /06/content_2555951.htm
[41]城市一卡通收费系统,http://www.rfidchina.org/readinfos-34339-151.html
[42]吴名,上海市公共交通一卡通的现状与发展,金卡工程,2007.12
[43]曼昆著,梁小民译.经济学原理:微观经济学分册,北京:北京大学出版社出版,2006
[44]王凤慧,城市一卡通项目中的集团利益分析,中国科技信息,2005.17
[45]李发辉,数字化城市及城市一卡通建设思路,金卡工程