GB/T 44191-2024政務服務便民熱線知識庫建設指南

ICS

03.080

CCS

A12

中華人民共和國國家標準

GB/T44191—2024

政務服務便民熱線知識庫建設指南

Guidelinesfortheconstructionofknowledgebaseofgovernmentserviceshotline

2024-06-29發(fā)布2025-01-01實施

國家市場監(jiān)督管理總局發(fā)布

國家標準化管理委員會

GB/T44191—2024

目次

前言

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Ⅲ

1

范圍

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1

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)威準確

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4.2

標準統(tǒng)一

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4.3

共建共享

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4.4

實時更新

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4.5

數(shù)字賦能

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5

建設準備

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6

建設實施

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6.1

系統(tǒng)建設

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6.2

內(nèi)容加工

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7

維護更新

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8

評價改進

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3

參考文獻

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4

Ⅰ

GB/T44191—2024

前言

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

定起草。

請注意本文件的某些內(nèi)容可能涉及專利。本文件的發(fā)布機構(gòu)不承擔識別專利的責任。

本文件由全國行政管理和服務標準化技術(shù)委員會（SAC/TC594）歸口。

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

一代標準化研究院有限公司、河北省數(shù)據(jù)和政務服務局、中國標準化研究院、濟南市人民政府辦公廳、

山東省質(zhì)量技術(shù)審查評價中心有限公司、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)

建設兵團政務服務中心、江蘇省數(shù)據(jù)局、中央黨校（國家行政學院）、濰坊市工業(yè)學校、濟南全成政務

智慧產(chǎn)業(yè)發(fā)展有限公司、山東省標準化學會、北京市市民熱線服務中心、濟南市舜耕小學、南陽市委市

政府督查局、青島市城陽區(qū)民聲服務中心。

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

李成學、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、趙婷、陳燕、

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

Ⅲ

GB/T44191—2024

政務服務便民熱線知識庫建設指南

1范圍

本文件提供了政務服務便民熱線（以下簡稱“熱線”）知識庫建設的基本原則、建設準備、建設實

施、維護更新以及評價改進等方面的指導和建議。

本文件適用于熱線知識庫的規(guī)劃、建設和維護工作。

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，僅該日期對應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政務服務便民熱線運行指南

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)威準確

規(guī)范知識內(nèi)容來源，完善知識內(nèi)容儲備，提高知識內(nèi)容質(zhì)量，實現(xiàn)知識內(nèi)容價值，確保形成口徑統(tǒng)

一、準確有效、具有公信力的知識內(nèi)容。

4.2標準統(tǒng)一

明確知識庫系統(tǒng)建設、管理、使用、維護標準，規(guī)范知識內(nèi)容采集、錄入、審核、發(fā)布等各環(huán)節(jié)要

求，實現(xiàn)知識庫建設的標準化、規(guī)范化、系統(tǒng)化。

4.3共建共享

熱線工作機構(gòu)和承辦部門共同維護知識庫建設，共享知識內(nèi)容，拓寬知識庫服務渠道，推動向社會

開放知識內(nèi)容，提升知識庫服務效率。

4.4實時更新

根據(jù)業(yè)務內(nèi)容、最新政策、熱點問題等知識內(nèi)容的變化，及時做好知識庫的補充完善與變更處理，

保障知識內(nèi)容的實用性、準確性、