摘 要

我国住房公积金制度建立于20世纪90年代初,经过二十几年的发展,住房公积金

的决策机制、运营体制和监管体系基本形成,截至2013年末,全国住房公积金积累了

大量资金和客户资源。随着住房公积金体制度的完善和信息技术在住房公积金行业的普

及应用,住房公积金行业的运营规模和运作效能都得到了极大提升。在以客户需求为导

向、规避住房公积金业务风险、对不断变化的客户期望迅速给予响应的要求下,借助信

息技术,建立一套以客户为中心的、适用的、安全的住房公积金综合业务系统成为必然

趋势。

本文针对D市住房公积金业务发展的实际情况,通过对现有系统业务功能、流程、

服务渠道和系统架构方面的分析,找出了现行业务流程存在的风险和现有综合业务系统

存在的问题,在总结问题的基础上,运用企业战略目标管理、信息系统规划及项目管理

理论和方法,结合分析当前经济环境、智慧城市和先进系统发展趋势,围绕D市住房公

积金管理中心新的战略发展目标,对D市住房公积金综合业务系统进行了重新规划。在

本规划中,以规范的信息平台为基础,以客户需求和行为为导向,重点加强需求管理和

风险管控,配合与辖区内银行、房屋交易中心和社会保障部门等的业务对接,在电子政

务的支持下,实现与民政部门、公安部门等部门信息共享。在本文中主要描述了比原有

系统的改进部分,核心业务系统、辅助系统以及客户服务系统的业务模式,同时融合决

策分析概念,转变思维模式,注重改进了为各种决策人员提供统计信息的后台管理系统,

提高了工作效率,从而更好的为广大客户提供优质服务。这些规划措施提升了住房公积

金的业务运行安全性、客户服务便捷性,促进了住房公积金管理中心新战略发展目标的

达成。

本文从实际出发,对公积金行业以客户为中心进行综合业务信息系统建设有一定的

参考价值。

关键词:综合业务系统;规划;风险;客户服务

D市住房公积錢合业务系统规划研究

The Planning of Integrated Service System of Residence Fund

Administrative Center of D City

Abstract

House Fund Regulation and system were initiated in the early 90s in China. After 20 years,

the decision-making system, operation system and supervision system are founded. By the end

of 2013, China accumulated a lot of capital and customers. Because of the improvement of

house fund system and the application of information technology in the industry, the scope and

efficiency are both significantly improved. Under the requirements as customer orientated,risk

management and fast response to market expectation, with the help of information technology,

it is a must trend to set up comprehensive business system, which is more closed to market,

applicable and safe.

According to the analysis on the current House Fund business function, process,service

channels and system framework based on the actual situation of D city's house fund business,

the article points out the risks and problems. In order to provide the proper solution to improve

D city's House Fund comprehensive business system to achieve the new strategically target, the

author use the methodology of Strategic Target Management, Information System Planning and

Project Management. In the solution, the main idea is to build up reliable information

communication platform, focus on customer needs, enhance the demand management, improve

risk management,and to cooperate with banks,House Exchange Center and Social Insurance

Function etc,with the support of e-government affairs to share the information with civil

administration department and police department. The solution is mainly about core business

system, administrative system and customer service system business model, applied with the

concept of analysis and decision making. The mindset is changed to focus on providing better

customer service. The plan could improve the business operational security and customer

service efficiency, in order to make sure the new strategic targets can be achieved.

The article is based on the actual situation and can be the reference for House Fund

Integrated Service Improvement.

Key Words: Integrated business system; planning; risk; customer service

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