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發布2025-01-01實施

國家市場監督管理總局發布

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

規范性引用文件

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3

術語和定義

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4

基本原則

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4.1

權威準確

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4.2

標準統一

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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

系統建設

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6.2

內容加工

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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：標準化文件的結構和起草規則》的規

定起草。

請注意本文件的某些內容可能涉及專利。本文件的發布機構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委員會（SAC/TC594）歸口。

本文件起草單位：山東省市場監督管理局、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、河北省數據和政務服務局、中國標準化研究院、濟南市人民政府辦公廳、

山東省質量技術審查評價中心有限公司、遼寧省大數據局、一窗（北京）互聯網科技研究院、新疆生產

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

智慧產業發展有限公司、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、黃娟、董杲、胡紹武、張紅霞、董嗣來、郝磊、昌業云、曹現強、趙婷、陳燕、

趙乾乾、郭仁斌、李開森、張文玉、趙書舒、孫衛國、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劃、建設和維護工作。

2規范性引用文件

下列文件中的內容通過文中的規范性引用而構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術語和定義

GB/T44189界定的術語和定義適用于本文件。

4基本原則

4.1權威準確

規范知識內容來源，完善知識內容儲備，提高知識內容質量，實現知識內容價值，確保形成口徑統

一、準確有效、具有公信力的知識內容。

4.2標準統一

明確知識庫系統建設、管理、使用、維護標準，規范知識內容采集、錄入、審核、發布等各環節要

求，實現知識庫建設的標準化、規范化、系統化。

4.3共建共享

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

開放知識內容，提升知識庫服務效率。

4.4實時更新

根據業務內容、最新政策、熱點問題等知識內容的變化，及時做好知識庫的補充完善與變更處理，

保障知識內容的實用性、準確性、