超清版 GB/T 44191-2024 政务服务便民热线知识库建设指南
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资料介绍
ICS 03.080
CCS A 12
中华人民共和国国家标准
GB/T 44191—2024
政务服务便民热线知识库建设指南
Guidelines for the construction of knowledge base of government services hotline
2024-06-29 发布2025-01-01 实施
国家市场监督管理总局
国家标准化管理委员会发 布
目 次
前言 ····································································································· Ⅲ
1 范围 ·································································································· 1
2 规范性引用文件 ······················································································ 1
3 术语和定义 ··························································································· 1
4 基本原则 ······························································································ 1
4.1 权威准确 ························································································· 1
4.2 标准统一 ························································································· 1
4.3 共建共享 ························································································· 1
4.4 实时更新 ························································································· 1
4.5 数字赋能 ························································································· 1
5 建设准备 ······························································································ 2
6 建设实施 ······························································································ 2
6.1 系统建设 ························································································· 2
6.2 内容加工 ························································································· 2
7 维护更新 ······························································································ 3
8 评价改进 ······························································································ 3
参考文献 ·································································································· 4
前 言
本文件按照GB/T 1.1—2020《标准化工作导则 第1 部分：标准化文件的结构和起草规则》的规
定起草。
请注意本文件的某些内容可能涉及专利。本文件的发布机构不承担识别专利的责任。
本文件由全国行政管理和服务标准化技术委员会（SAC/TC 594）归口。
本文件起草单位：山东省市场监督管理局、海南省三亚市12345 政府服务热线管理办公室、山东新
一代标准化研究院有限公司、河北省数据和政务服务局、中国标准化研究院、济南市人民政府办公厅、
山东省质量技术审查评价中心有限公司、辽宁省大数据局、一窗（北京）互联网科技研究院、新疆生产
建设兵团政务服务中心、江苏省数据局、中央党校（国家行政学院）、潍坊市工业学校、济南全成政务
智慧产业发展有限公司、山东省标准化学会、北京市市民热线服务中心、济南市舜耕小学、南阳市委市
政府督查局、青岛市城阳区民声服务中心。
本文件主要起草人：马晓鸥、郭大雷、张媛、吕雪、岳建华、赵国钧、张博嵛、毕玉琦、王满传、
李成学、吴泽卫、黄娟、董杲、胡绍武、张红霞、董嗣来、郝磊、昌业云、曹现强、赵婷、陈燕、
赵乾乾、郭仁斌、李开森、张文玉、赵书舒、孙卫国、张冬燕、潘瑛、魏述杰、赵航、赵英、李杰。
1 范围
本文件提供了政务服务便民热线（以下简称“热线”）知识库建设的基本原则、建设准备、建设实
施、维护更新以及评价改进等方面的指导和建议。
本文件适用于热线知识库的规划、建设和维护工作。
2 规范性引用文件
下列文件中的内容通过文中的规范性引用而构成本文件必不可少的条款。其中，注日期的引用文
件，仅该日期对应的版本适用于本文件；不注日期的引用文件，其最新版本（包括所有的修改单）适用
于本文件。
GB/T 44189 政务服务便民热线运行指南
3 术语和定义
GB/T 44189 界
CCS A 12
中华人民共和国国家标准
GB/T 44191—2024
政务服务便民热线知识库建设指南
Guidelines for the construction of knowledge base of government services hotline
2024-06-29 发布2025-01-01 实施
国家市场监督管理总局
国家标准化管理委员会发 布
目 次
前言 ····································································································· Ⅲ
1 范围 ·································································································· 1
2 规范性引用文件 ······················································································ 1
3 术语和定义 ··························································································· 1
4 基本原则 ······························································································ 1
4.1 权威准确 ························································································· 1
4.2 标准统一 ························································································· 1
4.3 共建共享 ························································································· 1
4.4 实时更新 ························································································· 1
4.5 数字赋能 ························································································· 1
5 建设准备 ······························································································ 2
6 建设实施 ······························································································ 2
6.1 系统建设 ························································································· 2
6.2 内容加工 ························································································· 2
7 维护更新 ······························································································ 3
8 评价改进 ······························································································ 3
参考文献 ·································································································· 4
前 言
本文件按照GB/T 1.1—2020《标准化工作导则 第1 部分：标准化文件的结构和起草规则》的规
定起草。
请注意本文件的某些内容可能涉及专利。本文件的发布机构不承担识别专利的责任。
本文件由全国行政管理和服务标准化技术委员会（SAC/TC 594）归口。
本文件起草单位：山东省市场监督管理局、海南省三亚市12345 政府服务热线管理办公室、山东新
一代标准化研究院有限公司、河北省数据和政务服务局、中国标准化研究院、济南市人民政府办公厅、
山东省质量技术审查评价中心有限公司、辽宁省大数据局、一窗（北京）互联网科技研究院、新疆生产
建设兵团政务服务中心、江苏省数据局、中央党校（国家行政学院）、潍坊市工业学校、济南全成政务
智慧产业发展有限公司、山东省标准化学会、北京市市民热线服务中心、济南市舜耕小学、南阳市委市
政府督查局、青岛市城阳区民声服务中心。
本文件主要起草人：马晓鸥、郭大雷、张媛、吕雪、岳建华、赵国钧、张博嵛、毕玉琦、王满传、
李成学、吴泽卫、黄娟、董杲、胡绍武、张红霞、董嗣来、郝磊、昌业云、曹现强、赵婷、陈燕、
赵乾乾、郭仁斌、李开森、张文玉、赵书舒、孙卫国、张冬燕、潘瑛、魏述杰、赵航、赵英、李杰。
1 范围
本文件提供了政务服务便民热线（以下简称“热线”）知识库建设的基本原则、建设准备、建设实
施、维护更新以及评价改进等方面的指导和建议。
本文件适用于热线知识库的规划、建设和维护工作。
2 规范性引用文件
下列文件中的内容通过文中的规范性引用而构成本文件必不可少的条款。其中，注日期的引用文
件，仅该日期对应的版本适用于本文件；不注日期的引用文件，其最新版本（包括所有的修改单）适用
于本文件。
GB/T 44189 政务服务便民热线运行指南
3 术语和定义
GB/T 44189 界