城市生命线监测运营服务标准体系构建

Development of a standard system for urban lifeline operationalmonitoring services

为规范城市生命线监测运营服务内容及质量,构建城市生命线监测运营服务标准体系。基于监测运营服务成熟经验,参照《服务业组织标准化工作指南第2部分:标准体系构建》的要求,构建的标准体系包括服务通用基础标准体系服务提供标准体系、服务保障标准体系及岗位标准体系。从标准化实施基础、运营服务内容、服务质量保障及岗位职责方面,建立形成规范化、系统性的监测运营服务流程,全面保障城市生命线监测运营服务质量。结果表明:城市生命线监测运营服务标准体系可以解决城市生命线监测运营服务面临的预警联动响应不及时、岗位职能交叉等问题,但需结合行业发展趋势不断更新完善,全面推动标准体系落地应用。

To standardize the content and quality of urban lifeline operational monitoring services,a standard system for urban lifeline operational monitoring services was proposed.Based on the mature experience of operational monitoring services and"Guidelines for standardization of organizations in service sector—Part 2:Standard system construction",the proposed standard was divided into a general service basic standard system,service provision standard system,service guarantee standard system,and position standard system.A standardized and systematic operational monitoring service process was developed from the aspects of standard implementation foundation,operation service content,service quality assurance,and job responsibilities,to comprehensively guarantee the quality of urban lifeline operational monitoring services.The results indicated that the urban lifeline operational monitoring services standard system effectively addressed issues,such as untimely early warning responses and overlapping job functions.However,it should be continuously updated and improved in conjunction with industry development trends to fully promote the standard system implementation.