一.政府事业行业背景 从整体上来看,我国目前的政府信息化的发展还很不平衡,但是国内政府信息化已经步入成长期,成为各级政府的一项重要工程。从省级政府到地、市级政府纷纷为了提高与市民日常生活息息相关的政府事业的服务水准,而诞生了建立市民服务中心(呼叫中心)的需求,以便于为广大市民提供咨询信息以及业务受理的投诉等综合性服务,其业务范围之广泛更是涵盖自来水、公交、管道燃气、液化气、市政、环 I. Background of Government Business Industry As a whole, the development of government informationization in our country is still not balanced at present. However, the informatization of domestic government has entered a growth stage and has become an important project of governments at all levels. From the provincial government to the prefectural and municipal governments, they have created the need to set up citizen service centers (call centers) in order to improve the service standards of government businesses closely related to the daily life of citizens in order to provide consultation information and business acceptance to the general public Complaints and other comprehensive services, its business scope is more extensive coverage of tap water, buses, pipeline gas, liquefied petroleum gas, municipal, Central