GB/T 44191-2024政務(wù)服務(wù)便民熱線知識(shí)庫建設(shè)指南

ICS

03.080

CCS

A12

中華人民共和國(guó)國(guó)家標(biāo)準(zhǔn)

GB/T44191—2024

政務(wù)服務(wù)便民熱線知識(shí)庫建設(shè)指南

Guidelinesfortheconstructionofknowledgebaseofgovernmentserviceshotline

2024-06-29發(fā)布2025-01-01實(shí)施

國(guó)家市場(chǎng)監(jiān)督管理總局發(fā)布

國(guó)家標(biāo)準(zhǔn)化管理委員會(huì)

GB/T44191—2024

目次

前言

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1

范圍

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2

規(guī)范性引用文件

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3

術(shù)語和定義

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4

基本原則

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4.1

權(quán)威準(zhǔn)確

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4.2

標(biāo)準(zhǔn)統(tǒng)一

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4.3

共建共享

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4.4

實(shí)時(shí)更新

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4.5

數(shù)字賦能

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5

建設(shè)準(zhǔn)備

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6

建設(shè)實(shí)施

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6.1

系統(tǒng)建設(shè)

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6.2

內(nèi)容加工

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7

維護(hù)更新

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3

8

評(píng)價(jià)改進(jìn)

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3

參考文獻(xiàn)

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Ⅰ

GB/T44191—2024

前言

本文件按照GB/T1.1—2020《標(biāo)準(zhǔn)化工作導(dǎo)則第1部分：標(biāo)準(zhǔn)化文件的結(jié)構(gòu)和起草規(guī)則》的規(guī)

定起草。

請(qǐng)注意本文件的某些內(nèi)容可能涉及專利。本文件的發(fā)布機(jī)構(gòu)不承擔(dān)識(shí)別專利的責(zé)任。

本文件由全國(guó)行政管理和服務(wù)標(biāo)準(zhǔn)化技術(shù)委員會(huì)（SAC/TC594）歸口。

本文件起草單位：山東省市場(chǎng)監(jiān)督管理局、海南省三亞市12345政府服務(wù)熱線管理辦公室、山東新

一代標(biāo)準(zhǔn)化研究院有限公司、河北省數(shù)據(jù)和政務(wù)服務(wù)局、中國(guó)標(biāo)準(zhǔn)化研究院、濟(jì)南市人民政府辦公廳、

山東省質(zhì)量技術(shù)審查評(píng)價(jià)中心有限公司、遼寧省大數(shù)據(jù)局、一窗（北京）互聯(lián)網(wǎng)科技研究院、新疆生產(chǎn)

建設(shè)兵團(tuán)政務(wù)服務(wù)中心、江蘇省數(shù)據(jù)局、中央黨校（國(guó)家行政學(xué)院）、濰坊市工業(yè)學(xué)校、濟(jì)南全成政務(wù)

智慧產(chǎn)業(yè)發(fā)展有限公司、山東省標(biāo)準(zhǔn)化學(xué)會(huì)、北京市市民熱線服務(wù)中心、濟(jì)南市舜耕小學(xué)、南陽市委市

政府督查局、青島市城陽區(qū)民聲服務(wù)中心。

本文件主要起草人：馬曉鷗、郭大雷、張媛、呂雪、岳建華、趙國(guó)鈞、張博崳、畢玉琦、王滿傳、

李成學(xué)、吳澤衛(wèi)、黃娟、董杲、胡紹武、張紅霞、董嗣來、郝磊、昌業(yè)云、曹現(xiàn)強(qiáng)、趙婷、陳燕、

趙乾乾、郭仁斌、李開森、張文玉、趙書舒、孫衛(wèi)國(guó)、張冬燕、潘瑛、魏述杰、趙航、趙英、李杰。

Ⅲ

GB/T44191—2024

政務(wù)服務(wù)便民熱線知識(shí)庫建設(shè)指南

1范圍

本文件提供了政務(wù)服務(wù)便民熱線（以下簡(jiǎn)稱“熱線”）知識(shí)庫建設(shè)的基本原則、建設(shè)準(zhǔn)備、建設(shè)實(shí)

施、維護(hù)更新以及評(píng)價(jià)改進(jìn)等方面的指導(dǎo)和建議。

本文件適用于熱線知識(shí)庫的規(guī)劃、建設(shè)和維護(hù)工作。

2規(guī)范性引用文件

下列文件中的內(nèi)容通過文中的規(guī)范性引用而構(gòu)成本文件必不可少的條款。其中，注日期的引用文

件，僅該日期對(duì)應(yīng)的版本適用于本文件；不注日期的引用文件，其最新版本（包括所有的修改單）適用

于本文件。

GB/T44189政務(wù)服務(wù)便民熱線運(yùn)行指南

3術(shù)語和定義

GB/T44189界定的術(shù)語和定義適用于本文件。

4基本原則

4.1權(quán)威準(zhǔn)確

規(guī)范知識(shí)內(nèi)容來源，完善知識(shí)內(nèi)容儲(chǔ)備，提高知識(shí)內(nèi)容質(zhì)量，實(shí)現(xiàn)知識(shí)內(nèi)容價(jià)值，確保形成口徑統(tǒng)

一、準(zhǔn)確有效、具有公信力的知識(shí)內(nèi)容。

4.2標(biāo)準(zhǔn)統(tǒng)一

明確知識(shí)庫系統(tǒng)建設(shè)、管理、使用、維護(hù)標(biāo)準(zhǔn)，規(guī)范知識(shí)內(nèi)容采集、錄入、審核、發(fā)布等各環(huán)節(jié)要

求，實(shí)現(xiàn)知識(shí)庫建設(shè)的標(biāo)準(zhǔn)化、規(guī)范化、系統(tǒng)化。

4.3共建共享

熱線工作機(jī)構(gòu)和承辦部門共同維護(hù)知識(shí)庫建設(shè)，共享知識(shí)內(nèi)容，拓寬知識(shí)庫服務(wù)渠道，推動(dòng)向社會(huì)

開放知識(shí)內(nèi)容，提升知識(shí)庫服務(wù)效率。

4.4實(shí)時(shí)更新

根據(jù)業(yè)務(wù)內(nèi)容、最新政策、熱點(diǎn)問題等知識(shí)內(nèi)容的變化，及時(shí)做好知識(shí)庫的補(bǔ)充完善與變更處理，

保障知識(shí)內(nèi)容的實(shí)用性、準(zhǔn)確性、