【作者】 雷鸣；

【导师】 谭北海；

【作者基本信息】 广东工业大学 ， 控制科学与工程， 2016， 硕士

【摘要】 市民热线作为市民与政府沟通的直接桥梁,不仅为民众向政府反映诉求提供了便捷、有效的途径,而且为政府掌握民生动态、改进工作方法、提升服务水平起到了积极的促进作用。随着“12345”市民服务热线的快速发展与逐步普及,该热线获得了较高的社会关注度和公众参与度。如何保障“12345”市民服务热线工作机制强力有效的实施；如何提高服务质量,快速、有效地回复市民诉求；如何充分利用收集的市民诉求信息,挖掘市民最关注的民生问题,从而指导政府做出更具针对性、时效性的决策,都已成为政府部门日益关注的焦点。在此背景下,将“互联网+”理念引入到政务平台中来,对于提高政府行政效率,提升政府公共服务能力具有非常重要的现实意义。本文针对政府部门上述迫切需求,并结合移动互联网的发展趋势,研究并实现了一款基于Android平台的市民热线行政版客户端应用。而且,针对目前热线中心没有充分利用现有先进技术对收集的市民诉求信息进行有效挖掘,没能为政府制定相应方针政策提供时效性参考,本文运用数据挖掘技术对市民诉求信息进行聚类分析,对民生热点问题进行了整合,并通过该客户端应用进行了展示。本文研究工作主要包括以下几个方面：(1)优化政府部门内部管理机制。针对目前政府部门在处理市民诉求时,存在敷衍、推诿现象,采用了细化角色、增强监督力度和改善督办机制等方式对政府部门内部管理机制进行了优化。(2)系统体系架构研究。通过比较目前应用最广泛的系统架构模式,并结合本系统需求,对系统总体架构进行了设计。而且分别对服务端架构、客户端架构以及客户端功能模块进行了分析与设计,并对数据库、数据交互方式的选择进行了研究。(3)运用聚类分析对市民诉求信息进行聚类处理。本文对市民诉求信息运用K-means算法进行了文本聚类,并针对K-means算法自身的局限性,通过运用最大最小原则有效克服了对k值和初始聚类中心选择的盲目性。(4)系统具体实现。对系统各功能模块进行了开发与实现,包括登录模块、主功能模块、工单管理模块、知识库信息模块以及账户信息模块。对系统安全问题进行了探讨,通过使用AES算法对SQLite数据库进行加密处理,并使用SSL和VPN技术,保障了系统中数据存储安全和网络安全。目前,本客户端应用已经在东莞、珠海等地投入到了实际应用中,并获得了政府部门的广泛好评。更多还原

【Abstract】 Public hotline as a direct bridge of the public and the government communication, not only provides a convenient and effective way for the people to reflect the appeal to the government, and for the government to master the dynamic of the people’s livelihood, improve working methods, improve the service level plays a positive promoting effect. With "12345" public service hotline of rapid development and gradual popularization, the hotline has received a high degree of social concern and public participation. How to guarantee the working mechanism of "12345" public service hotline strongly effective implementation; how to improve the quality of services for quickly and effectively replying the demands of the people; how to make full use of the collection of public demands information to excavate the most concern of the problem of the people, so as to guide the government to make more targeted and timely decisions, has become the focus of increasing concern to the government. Under this background, the "Internet plus" concept is introduced to the government platform, to enhance the government administrative efficiency, improve government public service ability has very important practical significance.According to the urgent needs of government departments, and combined with the development trend of mobile Internet, this paper studies and implements a public hotline administrative client application based on Android platform. In addition, according to hotline center does not make full use of existing advanced technology to excavate effectively for the collection of public demands information, failes to for the government to formulate corresponding policies provide timeliness of reference. This paper uses data mining technology to public demands information by cluster analysis, the integration of people’s livelihood issues, and shows the hot issues by the client application.The research work of this paper mainly includes the following aspects:(l)Optimize the internal management mechanism of government departments. In view of the present government departments in dealing with the demands of the people, there are perfunctory and prevarication phenomenon, this paper with refining roles, enhancing supervision and improving the supervision mechanism, optimizes the internal management mechanism of government departments.(2)Study on system architecture. By comparing the present the most widely used system architecture model, and combined with the system requirements, this paper designs overall architecture of the system. And respectively on the server architecture, framework for the client and the client function module are analyzed and designed, and the choice of database, data interaction is studied.(3)Clustering analysis is used to deal with the information of public appeal. This paper uses K-means algorithm to carry on text clustering for the public demands information, and according to the limitations of K-means algorithm, through use of maximum and minimum principle effectively overcomes blindness of the selection of k and initial clustering center.(4)The specific implementation of system. Each function module of the system is developed and realized, including the login module, the main function module, the work order management module, the knowledge base module and the account information module. System security problems are discussed in this paper, through use of AES algorithm to encrypt the SQLite database, and use SSL and VPN technology, to ensure the security of data storage and network in the system.At present, the client application has been put into practical application in places such as Dongguan and Zhuhai, and has obtained widespread praise in government departments.更多还原