家政服务中心项目可行性研究报告2.doc

towards a waiting car. one of them was carrying a bag full of money. roy acted quickly and drove the bus straight at the thieves. the one with the money got such a fright that he dropped the bag. as the thieves were trying to get away in their car, roy drove his bus into the back of it. while the battered car was moving away, roy stopped his bus and telephoned the police. the thieves car was badly damaged and easy to recognize. shortly afterwards, the police stopped the car and both men were arrested. lesson36 across the channel 横渡海峡erna hart is going to swim across the english channel tomorrow. she is going to set out from the french coast at five oclock in the morning. erna is only fourteen years old and she hopes lo set up a new world record. she is a strong swimmer and many people feel that she is sure to succeed. ernas father will set out with her in a small boat. mr hart has trained his daughter for years. tomorrow he will be watching her anxiously as she swims the long distance to england. erna intends to take short rests every two hours. she will have something to drink but she will not eat any solid food. most of ernas school friends will be waiting for her on the english coast. among them will be ernas mother, who swam the channel herself when she was a girl.lesson37 the olympic games 奥林匹克运动会the olympic games will be held in our country in four years time. as a great many people will be visiting the country, the government will be building new hotels, an immense stadium, and a fine new swimming pool. they will also be building new roads and a special railway-line. the games will be held just outside the capital and the whole area will be called olympic city. workers will have completed the new roads by the end of this year. by the end of next year, they will have finished work on the new stadium. the fine modern buildings have been designed by kurt gunter. everybody will be watching anxiously as the new buildings go up. we are all very excited and are looking forward to the olympic games because they have never been held before in this country.lesson38 everything except the weather 惟独没有考虑到天气my old friend, harrison, had lived in the mediterranean for many years before he returned to england. he had often dreamed of retiring in england and had planned to settle down in the country. he had no sooner returned than he bought a fine house and went to live there. almost immediately he began to complain about the weather, for even though it was still summer, it rained continually and it was often bitterly cold. after so many years of sunshine, harrison got a shock. he acted as if he had never lived in england before. in the end, it was more than he could bear. he had hardly had time to settle down when he sold the house and left the country. the dream he had had for so many years ended there. harrison had thought of everything except the weather.lesson39 am i all right? 我是否痊愈？while john gilbert was in hospital, he asked his doctor to tell him whether his operation had been successful, but the doctor refused to do so. the following day, the patient asked for a bedside telephone. when he was alone, he telephoned the hospital exchange and asked for doctor millington. when the doctor answered the phone, mr gilbert said he was inquiring about a certain patient, a mr john gilbert. he asked if mr gilberts operation had been successful and the doctor told him that it had been. he then asked when mr gilbert would be allowed to go home and the doctor told him that he would have to stay in hospital for another two weeks. then dr millington asked the caller if he was a relative of the patient. no, the patient answered, i am mr john gilbert. lesson40 food and talk 进餐与交谈last week at a dinner-party, the hostess asked me to sit next to mrs rumbold. mrs rumbold was a large, unsmiling lady in a tight black dress. she did not even look up when i took my seat beside her. her eyes were fixed on her plate and in a short time, she was busy eating. i tried to make conversation. a new play is coming to the globe soon, i said. will you be seeing it ? no, she answered. will you be spending your holidays abroad this year ? i asked. no, she answered. will you be staying in england? i asked. no, she answered. in despair, i asked her whether she was enjoying her dinner. young man, she answered, if you ate more and talked less, we would both enjoy our dinner ! lesson41 do you call that a hat? 你把那个叫帽子吗？do you call that a hat ? i said to my wife. you neednt be so rude about it, my wife answered as she looked at herself in the mirror. i sat down on one of those modern chairs with holes in it and waited. we had been in the hat shop for half an hour and my wife was still in front of the mirror. we mustnt buy things we dont need, i remarked suddenly. i regretted saying it almost at once.you neednt have said that, my wife answered. i need not remind you of that terrible tie you bought yesterday. i find it beautiful, i said. a man can never have too into the cave hoping to find buried treasure. the leader of the party was examining the soil near the entrance to the cave when the machine showed that there was gold under the ground. very excited, the party dug a hole two feet deep. they finally found a small gold coin which was almost worthless. the party then searched the whole cave thoroughly but did not find anything except an empty tin trunk. in spite of this, many people are confident that the revealer may reveal something of value fairly soon.lesson56 faster than sound! 比声音还快！once a year a race is held for old cars. a lot of cars entered for this race last year and there was a great deal of excitement just before it began. one of the most handsome cars was a rolls-royce silver ghost. the most unusual car was a benz which had only three wheels. built in 1885, it was the oldest car taking part. after a great many loud explosions, the race began. many of the cars broke down on the course and some drivers spent more time under their cars than in them ! a few cars, however, completed the race. the winning car reached a speed of forty miles an hour-much faster than any of its rivals. it sped downhill at the end of the race and its driver had a lot of trouble trying to stop it. the race gave everyone a great deal of pleasure. it was very different from modern car races but no less exciting. lesson57 can i help you, madam? 你要买什么，夫人？a woman in blue jeans stood at the window of an expensive shop. though she hesitated for a moment, she finally went in and asked to see a dress that was in the window. the assistant who served her did not like the way she was dressed. glancing at her scornfully, he told her that the dress was sold. the woman walked out of the shop angrily and decided to punish the assistant next day. she returned to the shop the following morning dressed in a fur coat, with a handbag in one hand and a long umbrella in the other. after seeking out the rude assistant she asked for the same dress. not realizing who she was, the assistant was eager to serve her this time with great difficulty, he climbed into the shop window to get the dress. as soon as she saw it, the woman said s many ties.and a woman cant have too many hats, she answered.ten minutes later we walked out of the shop together. my wife was wearing a hat that looked like a lighthouse !lesson42 not very musical 并非很懂音乐as we had had a long walk through one of the markets of old delhi, we stopped at a square to have a rest. after a time, we noticed a snake-charmer with two large baskets at the other side of the square, so we went to have a look at him. as soon as he saw us, he picked up a long pipe which was covered with coins and opened one of the baskets. when he began to play a tune, we had our first glimpse of the snake. it rose out of the basket and began to follow the movements of the pipe. we were very much surprised when the snake charmer suddenly began to play jazz tunes and modern pop songs. the snake, however, continued to dance slowly. it obviously could not tell the difference between indian music and jazz!lesson43 over the south pole 飞越南极in 1929, three years after his flight over the north pole, the american explorer, r. e. byrd, successfully flew over the south pole for the first time. though, at first, byrd and his men were able to take a great many photographs of the mountains that lay below, they soon ran into serious trouble. at one point, it seemed certain that their plane would crash. it could only get over the mountains if it rose to 10,000 feet. byrd at once ordered his men to throw out two heavy food sacks. the plane was then able to rise and it cleared the mountains by 400 feet. byrd now knew that he would be able to reach the south pole which was 300 miles away, for there were no more mountains in sight. the aircraft was able to fly over the endless white plains without difficulty. lesson44 through the forest 穿过森林mrs anne sterling did not think of the risk she was taking when she ran through a forest after two men. they had rushed up to her while she was having a picnic at the edge of a forest with her children and tried to steal her handbag. in the struggle, the strap broke and, with the bag in their possession, both men started running through the trees. mrs sterling got so angry that she ran after them. she was soon out of breath, but she continued to run. when she caught up with them, she saw that they had sat down and were going through the contents of the bag, so she ran straight at them. the men got such a fright that they dropped the bag and ran away. the strap needs mending, said mrs sterling later, but they did not steal anything.lesson45 a clear conscience 问心无愧the whole village soon learnt that a large sum of money had been lost. sam benton, the local butcher, had lost his wallet while taking his savings to the post-office. sam was sure that the wallet must have been found by one of the villagers, but it was not returned to him. three months passed, and then one morning, sam found his wallet outside his front door. it had been wrapped up in newspaper and it contained half the money he had lost, together with a note which said: a thief, yes, but only 5o per cent a thief! two months later, some more money was sent to sam with another note: only 25 per cent a thief now! in time, all sams money was paid back in this way. the last note said: i am 100 per cent honest now!lesson46 expensive and uncomfortable 既昂贵又受罪when a plane from london arrived at sydney airport, workers began to unload a number of wooden boxes which contained clothing. no one could account for the fact that one of the boxes was extremely heavy. it suddenly occurred to one of the workers to open up the box. he was astonished at what he found. a man was lying in the box on top of a pile of woollen goods. he was so surprised at being discovered that he did not even try to run away. after he was arrested, the man admitted hiding in the box before the plane left london. he had had a long and uncomfortable trip, for he had been confined to the wooden box for over广西家政服务网络中心可行性研究报告中国电信南宁市分公司一、项目概述3二、企业概况41、公司基本情况42、企业人员及开发能力43、主导产品情况54、企业财务经济状况55、企业管理状况56、企业现有信息化现状5三、项目内容及实施方式51、系统架构52、总体需求53、实施主体方案63.1解决方案63.1.1设计原则63.1.2设计关键点73.1.3网络设计83.1.4系统安全性设计93.1.5系统平台选型配置113.1.6软件功能设计153.2预期效果18四、项目进度安排18五、经费估算和使用计划18一）独立型平台建设181、资金估算182、资金使用计划19二）混合型平台建设191、资金估算192、资金使用计划19六、可行性分析20七、效益分析21八、项目风险分析及对策22一、 项目概述为贯彻落实国务院办公厅关于搞活流通扩大消费的意见（国办发2008134号）精神，不断满足和扩大城乡居民生活消费需求，服务和谐社会建设，商务部、财政部决定在全国范围内推动家政服务网络体系建设。家政服务与居民日常生活密切相关。随着生活水平逐步提高，以及家庭小型化、人口老龄化和生活节奏的加快，居民对家务劳动服务需求日益增加。有关部门调查显示，有近40%的城镇家庭需要社会提供家政服务。据初步统计，目前全国拥有家政服务企业近50万家，年营业收入1600多亿元，从业队伍达1500多万人，其中绝大多数来自城市下岗工人、进城务工农民等就业困难群体。发展家政服务业，不仅能够满足人民群众日益增长的生活需求，破解家庭小型化、人口老龄化带来的社会问题，而且对于缓解弱势群体就业压力具有重要意义，是服务民生、增加就业、扩大内需、构建和谐社会的重要事业。 然而，由于我国家政服务业总体处于起步阶段，缺乏有效培育和规范，服务质量和服务标准参差不齐，现代经营和管理理念落后，特别是由于供需信息不对称，导致居民找不到服务、不敢接受服务，而服务企业又不知道谁需要服务、需要什么服务，严重阻碍了居民服务消费的扩大。支持引导家政服务网络体系建设，是保障广大城乡居民便利、安全消费，扩大服务市场需求的有效途径，也是贯彻落实科学发展观的重要体现，要将其作一项实实在在的民生工程切实抓紧抓好。本项目技术路线是基于南宁电信的网络条件，建立先进、实用、稳定的系统，系统参照信息产业部电子商务实施规则。系统设计考虑到在业务流程中，在保证安全的情况下尽量做到方便、快捷，并制订切实可行的实施计划，使系统能够更加先进、适用。同时使系统后期的维护简单、方便。1、先进性系统设计方案按照先进、长远发展的要求进行设计，系统应达到目前国内领先水平，并符合市场发展的方向。系统采用b/s结构进行开发，同时考虑银行，家政服务公司等互联接口，为未来行业的发展并实现互联打下基础。2、实用性软件系统设计尽量考虑到操作人员的习惯和本地的特点，同时系统设计符合操作人员的工作习惯，使系统操作简单，容易使用。家政服务呼叫中心（call center）与号百的114宽网南宁相结合，实现数据共享，保持数据的唯一性，能更有利于服务的准确性。家政服务融合到短信或彩信功能，更有利于客户的便利性和实用性。3、灵活性同时考虑业务需求未来的变化，系统采用模块化进行开发，各模块可随意灵活使用，不受业务流程的变化影响，同时不影响系统数据的更新和数据完整性。这样系统更加适应未来管理的需要，可方便地实现家政服务行业灵活设置，甚至完全实现移动办公、现场办公等手段。4、易维护性系统采用b/s结构开发，故在软件使用过程中，只需对服务器进行维护管理。因此系统维护变得相当简单，操作人员只要懂简单的电脑基础知识，知道如何上网，就可以方便地使用系统进行工作。5、规范性服务规范化有助于理顺服务市场的管理规范化，政府起到引导服务企业标准化，服务准确化。6、企业诚信公平性系统与114平台进行对接，则由114平台的接线员负责对申请的业务进行预受理，及业务流转，在此业务完成后并进行回访形成一个闭环的管理，并根据回访情况对企业诚信问题进行评定。因为114平台为第三方的人员，不参与到家政服务业中，所以能更公平、更公正的做到企业诚信问题，解决现在政府关注的中小企业诚信度问题。7、系统选型操作系统选用windows2003 企业版；数据库软件选择微软新出的ms-sql2005；开发平台选用微软公司的visual studio .net c# 开发。二、企业概况1、公司基本情况企业名称： 广西电信有限公司南宁市分公司法定地址： 注册时间： 注册资金： 企业登记注册类型： 主管单位(部门)名称：广西电信有限公司2、企业人员及开发能力南宁市电信分公司有着一支健全强大的营销队伍和技术队伍，商务领航的业务延伸，更能体现分公司的综合实力。3、主导产品情况中国电信是在话音基础业务的引领下，大力发展增值业务，“我的e家”，“商务领航”及“3g天翼”的迅速发展给我们带来了更多的新业务。4、企业财务经济状况 南宁市电信分公司通过固定资产投资采用滚动方式，考核以盈利为指标，已进入了良性的盈利阶段。5、企业管理状况 中国电信集团是上市公司，南宁市电信分公司的企业管理进入了标准化建设阶段，绩效考核规范化，岗位设置标准化，业务处理流程化。6、企业现有信息化现状 南宁市电信分公司现在的增值业务比重越来越大，已占总收入的40%以上。三、项目内容及实施方式1、系统架构2、总体需求公共服务：面向全社会吸收家政服务企业加盟，负责对加盟企业基本资质进行审查、服务标准进行规范、服务人员进行培训、服务质量进行监督评价。信息对接：接收并记录市民电话、短信、网上订单等需求信息，答复并联系加盟企业提供服务，对服务结果进行回访。运营管理：接纳加盟企业和志愿者申请，评估加盟企业和志愿者的服务数量和质量；采集服务信息；组织做好人员培训、管理讲座等相关支持工作。系统维护：负责网络中心的日常运行维护，负责中心的数据库服务器、web服务器及邮件服务器的管理，中心网站的管理和维护，中心网站部分内容的制作。质量保障：对网络中心、加盟企业服务质量进行监督检查，处理因服务质量和价格等引起的纠纷。3、实施主体方案3.1解决方案3.1.1设计原则先进性和实用性原则系统设计采用先进的设计思想和设计方法，尽量采用国内外的先进技术,在设计时充分体现先进性和实用性的完美统一。我们在积累网络建设成功经验的基础上，采用成熟的软、硬件集成技术及软件开发的优势，使得整个系统在达到可靠、实用的基础上，可以在长时间内保持系统的先进性。同时坚持一切从实际出发，一切为用户着想的原则，系统的建立以用户的需要作为设计的出发点和归宿，以求得最佳效益。可靠性原则家政服务中心的关键是系统的连续可靠性，同样家政服务中心为门户应用之一，其数据量突发性比较强，系统的可靠性将直接关系到整个系统的运行情况。影响网上数据上传可靠性的因素有两个：系统硬件设备和软件性能。软件性能是保证正常运行的核心，包括能应付日常的网络系统访问和突发用户的访问。如果在某一时刻，网络突发用户数量达到一定的限度，服务器软件系统无法及时响应用户的请求，就会导致整个业务的停顿。因此，如何解决突发访问也成为影响系统可用性的一个关键因素。安全性和信息可信度安全性和信息可信度一直是阻碍电子商务发展的主要原因。呼叫中心（call center）系统与手机短信作为家政服务中心的一种具体形式，首先解决了用户的信息可信度。网络安全问题主要有两个方面：一是保证网络系统的安全，如防止黑客攻击、限制用户的访问权限等；二是数据的安全，如保证数据免受病毒破坏、确保数据在传输过程中的安全性等。整个系统设计中考虑几个方面的安全性及保密性。其一，整个网络安全性，可靠性，主要使用防火墙、双机热备、服务冗余、设备备份、口令限制等手段；其二，数据的可靠性和安全性，（1）采用高可靠性和高安全性的数据存储结构，包括合理设计数据库的访问方式和存储方式。（2）从录入发送到终端数据的接收生成由系统密码认证和数据加密算法来保证数据的安全性，保存了用户所有的上传的数据及操作流程，只有管理部门才能打开查验核实，具有不可抵赖性。可扩展性原则由于家政服务业务的飞速发展和软硬件产品的不断更新，系统的可扩展性显得尤为重要。如何保证新业务的灵活加入，并确保在业务规模扩大后，整个网络系统（软、硬件）能够平滑升级，是系统建设必须考虑的问题。数据处理遵循统一的数据规范、协议，并充分考虑现行管理软件的数据库结构，实现了与现行管理数据库的无缝隙连接。同时考虑了与其他系统的预留接口，便于系统的扩展。开放性和标准化原则系统设计的开放性原则是指系统有适应外界环境变化的能力，即在外界环境改变时，系统可以不做修改或仅做少量修改就能在新环境下运行。开放性是系统柔性的体现，具体反映在以下几个方面：能适应计算机软、硬件技术的迅速发展。在硬件上能采用新技术，简便地重新组合成新的支撑环境；在软件上能使基础软件的版本升级所造成的影响局限在可以控制的范围内，或者消除其影响。能满足用户不断提出的新要求。系统在体系结构上应有能力适应这一要求。能适应管理体制和政策的变化。系统设计应充分考虑到我国管理体制目前正在急剧变化之中，系统建成后，当管理体制、政策以及组织机构变化时，只需做相应的调整，就可满足新的要求。而采用国际和本国的标准化技术和协议，有利于提供更好的开放性。严格按照新版的cmm的要求，结合经营企业管理思想，以先进软件技术为实现手段充分考虑系统的可扩展性，采用平台与模块化相结合的方式，便于业务流程的调整和业务的拓展。系统设计参照国际规范、遵循国家标准、符合企业现实需求。系统充分利用面向对象设计优势，以稳定、易用、健壮为前提，保持高可扩展性。易用方便原则系统提供友好的图形界面，人性化的提示和帮助，可以让用户更容易使用和维护系统，减少维护和培训的成本。3.1.2设计关键点软件是核心，平台是基础作为广西家政服务中心，软件系统无疑是决定成败的关键因素。理由如下：家政服务中是一个覆盖面很广的系统。它牵涉到成千上万的潜在客户、家政服务企业的使用，也牵涉到后台若干的系统接口。因此面对这样一个庞杂的系统，如果没有一个好的软件设计，没有良好的扩展性和柔软性，这个系统是很难满足市场需求的。当然，软件固然重要，但是一个坚固和高性能的平台也会对软件起到有力的支撑作用。本项目中，我们首先关注的是如何打造一个好的软件系统，其中我们特别关注软件体系结构的设计。平台方面，我们会遵循安全、可靠、高效的原则来建设，避免单点故障的出现。采用.net2005作为开发平台.net作为目前企业开发大型web架构的应用系统的工业标准，已经被越来越多的企业所接受，并且被得到越来越多的成功应用。本项目中，我们将采用.net作为家政服务中心系统的终端开发和应用平台。采用xml格式作为不同系统间数据交换的标准xml（extensible markup language 可扩展标记语言）作为一种结构化的元数据置标语言，使得数据所表达的意义和之间的关系可以被更加精确、更加清晰的方式表达出来，由此也使得计算机的自动处理可以更为方便。另外，xml的格式定义规则可以确保数据的完整性和有效性，并且各种编程语言和工具所提供的xml语法解析工具可以让编程更为快捷。所以，目前xml已经成为了一种计算机系统之间进行数据交换的标准格式，各行各业也都纷纷用xml在制订本行业的一些电子数据交换标准。在本系统中，家政服务中心门户网站和呼叫中心（call center）、手机短信、移动网站存在许多报表数据的交换，这些数据交换采用xml非常合适。采用电信114呼叫系统或独立呼叫中心系统电信114成熟的呼叫平台可以方便的覆盖全区、并且易于推广。采用负载均衡（load balance）技术实现系统的高性能和高可靠因为家政服务中心系统将来要面对众多企业、客户，并且要保证同时万人在线的处理能力。对于这样一个要求，如果采用高性能的服务器，例如unix小型机来对应的话，存在着初期一次性投资巨大的问题，而事实上数据采集的实施是一个逐步发展的过程，因此这将造成投资的浪费。因此，理想的状态是硬件平台的投资能够随着需求的增大而逐步增加，即实现“按需递增或减少”。这种要求就需要通过“负载均衡（load balance）”技术来实现。顾名思义，负载均衡就是系统的性能能够随着用户的需求递增而递增，随着用户的需求递减而递减，实现一种动态平衡。这种技术对于互联网这种难以预测的商业环境非常有效。现在许多重要的商业网站、银行、政府等企业的门户都采用了这种技术。负载均衡的模型如下图：负载均衡的技术有很多种，分为域名解析（dns）负载均衡、ip地址转换（nat）负载均衡、反向代理（proxy）负载均衡等。根据负载均衡的应用地域范围又分为本地负载均衡和全球负载均衡两种，对于家政服务中心门户网站就属于本地负载均衡，即在一个局域网中实现多台服务器的负载均衡。其中基于ip地址转换负载均衡技术是本地负载均衡使用最多的技术，并且速度很快，在产品方面有硬件设备产品也有软件产品。本系统对于web服务器我们采用windows2003 advanced server操作系统自带的负载均衡功能nlb服务来实现负载均衡，对于ejb组件采用bea公司weblogic所带的ejb负载均衡技术实现。由于负载均衡技术是在若干台服务器上安装了某一应用的同样拷贝，因此它适合于那种readonly的应用，即不需要在本机硬盘上进行写操作的应用（如db操作或写文件），因此对于本系统中非db服务器外的有关服务器均可采用该技术。采用服务器群集技术实现关键事务处理中心的高可靠性前面我们已经提到，并非所有的应用都适合负载均衡，对于存在大量读写事务操作的应用就不适合采用负载均衡了。因此，对于本系统的两个核心服务器：门户网站应用服务器和数据库服务器，为了保证高可靠性，就只能考虑采用服务器群集（cluster）技术来实现了。本系统中，我们采用的是“双机cluster、互为热备份”的模式。考虑到经济的因素，我们建议采用ia架构服务器，操作系统选择windows2003 advanced server，这种操作系统中自带了服务器群集的功能，不需要增加其它的投资。3.1.3网络设计在网络设计方面，我们将尽量利用南宁电信已有的网络基础设施，在南宁电信的的硬件平台进行一些扩充增加。网络拓扑结构图3.1.4系统安全性设计由于门户网站涉及面比较广、使用成人员浮渣；数据在传输、处理、存储过程中会受到各类的攻击，因此对系统安全性的要求较高。下面，我们对系统的安全性设计进行阐述。安全设计原则针对家政服务中心系统可能存在的安全问题来源，我们分析如下：no.问题域目的常用对策n身份识别n 企业身份识别n 采用基于pki体系的ca证书认证n 用户、口令字认证n数据传输n 防窃听n 防篡改n 防丢失n ssl加密传输n 建立安全通道（vpn）n访问控制n 防入侵n 防破坏n 防非授权操作n 安装防火墙（地址转换、包过滤）n 安装物理隔离设备（网闸）n 用户访问控制列表（acl）n 程序中提供完善的权限控制n 通过日志进行监控和管理n数据存储n 防病毒n 防意外灾害n 安装防、杀病毒软件n 采用raidn 数据备份与恢复（磁带备份、异地备份