GB/T 44120-2024Smart city - Guidelines for public information terminal services (English PDF)

1 Scope

The document gives the basic principles of public information services in a smart city context, the content and modes of those services, and the classification of public information terminals together with their service functions.

It applies to guiding the planning, design, construction, operation and maintenance of public information terminal services in a smart city context.

2 Normative references

The document states that it has no normative references.

3 Terms and definitions

3.1 public information terminal services: organized activities in which, according to the information needs of the public, the service provider collects, processes and handles information by various means and methods and supplies information products or services on terminal devices of various kinds.

3.2 smart mobile terminal: a handheld or portable device that can connect to a mobile communication network, that has an open operating system able to offer application programming interfaces, and that can install and run third party application software. Adapted from GB/T 34978-2017, 3.1.1.

3.3 public information self-service terminal: a dedicated device or apparatus provided by the service provider for carrying out self-service. From GB/T 23647-2009, 3.2.

4 Abbreviated terms

ID: identity document.

5 Basic principles of public information services

The following basic principles should be taken into account when public information services are provided.

a) Compliance and legality: the current laws and regulations are observed when information is collected, processed and published.

b) Convenience for the public: the public are given multiple, simple, clear and easy to use ways of obtaining and handling information, so that they can obtain and handle it conveniently and effectively.

c) User friendliness: varied user needs are met, the interface and the functions are designed to be plain and clear, differences in the physical capabilities of users are fully taken into account, and the service offers digital inclusiveness and good human-machine interaction.

d) Timeliness and accuracy: the measures needed are taken to provide timely and accurate information and to safeguard its timeliness, accuracy and completeness.

e) Authenticity and reliability: cryptographic techniques and other means are used to prevent information being stolen, tampered with or forged, safeguarding the security, authenticity, source reliability and authority of the information.

f) Minimum and necessary: the minimum and necessary principle is followed when information for public information services is collected, and over-collection is avoided.

g) Maximum sharing: the greatest possible sharing of information between services of all kinds is achieved, so as to promote interconnection and mutual recognition between services, reduce service costs and safeguard the accuracy, completeness and convenience of the service.

6 Content and modes of public information services

6.1 Content. The information supplied to the public by public information service terminals includes but is not limited to: a) government affairs information, such as laws and regulations, policy measures, administrative licensing, guides to procedures, public safety and public services; b) daily life information, such as employment, social insurance, education, healthcare, property management, weather forecasts, payment notices and travel; c) business information, such as investment promotion, company news, company services and industry markets.

6.2 Modes. The service modes of public information service terminals include but are not limited to: a) information push, a service in which information is sent to the public on the terminal's own initiative, for example as a pop-up message window; b) information enquiry, a service that lets the public find the information they need quickly and conveniently through the terminal; c) information interaction, a service that gives a timely reply to questions or requests sent by the public through the terminal, by remote audio, video, image or text.

6.3.1 Push methods. The push methods of a public information service terminal include but are not limited to: a) direct publication and display of information; b) personalized push, in which search and recommendation algorithms interpret the needs of the user intelligently from the user's past behaviour, preferences and other attributes; c) intelligent matching of specific information to the user's subscriptions, pre-set tags and similar criteria.

6.3.2 Factors to be considered when providing information push services: a) the pushed content complies with the national rules on information push services and with content management norms, avoiding information that is undesirable, unlawful, unapproved, reproduced beyond the permitted scope, plagiarized or distorted; b) the pushed content stays objective and truthful, and avoids language and forms of expression liable to mislead the public or to stir up undesirable feelings and behaviour; c) the form and frequency of the push are disclosed and made clear to the user, the user experience is fully considered, the method and frequency are planned soundly, and pushing is neither malicious nor forced; d) the way to cancel the push is made clear to the user and the cancellation operation is transparent and easy to find; e) the pushed content is monitored regularly and deleted or updated in good time so that it stays current; f) a full and effective content review mechanism is set up, covering editorial review, fact checking, legal review and subject matter review, to safeguard the accuracy, lawfulness and compliance of the push; g) content pushed intelligently is checked by a person, so that the algorithm is not used to spread false information, hate speech or other harmful information.

6.4.1 Enquiry methods. The enquiry methods of a public information service terminal include but are not limited to: a) enquiry by keyword; b) multi-condition compound enquiry according to the user's own needs.

6.4.2 Factors to be considered when providing information enquiry services: a) support for several languages, for users of several languages; b) multimodal enquiry, including but not limited to text, image and voice; c) extensibility, so as to meet enquiry needs in different fields and application scenarios and information needs that keep changing; d) where the enquiry involves the user's privacy, the display and handling of the information complies with privacy protection laws and standards; e) where an intelligent enquiry function is provided, it should have natural language processing capability, so as to understand the natural language entered by the user and generate the corresponding enquiry result.

6.5.1 Interaction methods. The interaction methods of a public information service terminal include but are not limited to interaction by text, by image, by audio and by video.

6.5.2 Factors to be considered when providing information interaction services: a) natural language processing capability, so as to understand the natural language entered by the user and respond effectively; b) suitable encryption and identity authentication measures during the interaction, preventing leakage and misuse of information and safeguarding the security of user data; c) a fault handling mechanism that gives the user clear error information when an interaction goes wrong and offers a solution or guides the user to the correct operation; d) a monitoring mechanism that detects potential problems in good time and offers the user a channel for feedback; e) the user guidance functions needed, so that the user quickly learns how to interact correctly with the terminal; f) a degree of fault tolerance, able to handle input errors or unclear interaction requests from the user; g) prompt response to user requests, reducing waiting time; h) the ability to understand and use context information so as to respond intelligently and effectively to user requests and supply the relevant information.

7 Classification of public information terminals and their service functions

7.1 Terminal classification. Terminals providing public information services fall mainly into five classes. a) Mobile terminals, that is smart mobile terminals: the public obtain information of various kinds and handle affairs online through smart mobile communication terminals, tablet computers and professional handheld mobile terminals, using service applications and mini programs. b) Computer terminals: the public obtain information and handle affairs online through a web page or an application on a computer. c) Self-service terminals: the public obtain information and handle affairs online through self-service terminals in their working and living environment. d) Television terminals: the public obtain information through a smart television. e) Information display screens: the public obtain information through indoor and outdoor information display screens.

7.2.1 Basic service functions of mobile terminals: a) support for information push; b) support for information enquiry; c) support for interaction between government and the public, interaction with public service enterprises and industry information interaction; d) protection of the right of the public to choose the information services they want, with a function for making that choice; e) a response time of not more than 500 ms when a member of the public triggers an information service.

7.2.2 Extended service functions of mobile terminals: a) support for planning and designing human-machine interaction schemes independently, including but not limited to generating operating steps, the system interface framework and function flows; b) support for presenting basic information and statistical data of various kinds in three-dimensional visual form, including but not limited to the spatial distribution, address information and communication information of people, materials and city components, so that information on emergencies, transport and city services can be obtained quickly in a mobile setting; c) support for searching city public information resources by keyword, displaying the results by category and allowing them to be expanded for detail; d) support for scrolling message broadcasts, including but not limited to news items and notices; e) a mechanism and channel for sharing login account information between different mobile terminals, with unified user authentication and rights management.

7.2.3 Operating conditions for mobile terminals: a) the hardware security, system security, application software security, communication connection security and user data security of the mobile terminal follow GB/T 39720-2020; b) the functionality, performance efficiency, compatibility, usability, reliability, security and maintainability of the mobile terminal application software providing public information services follow GB/T 37729-2019; c) where personal information is processed, GB/T 34978-2017 should be followed.

7.3.1 Basic service functions of computer terminals are similar to those of mobile terminals, supporting information push, information enquiry, information interaction and the function of choosing services independently.

7.3.2 Extended service functions of computer terminals include but are not limited to: a) support for keyboard, handwriting, voice and other input methods; b) support for text, audio, video, image and other forms of information exchange; c) support for presenting information in the form of charts; d) support for intelligent recommendation, intelligent search and intelligent interaction; e) support for saving and printing the information browsed.

7.3.3 Operating conditions for computer terminals: a) the hardware design, software design, appearance and structure, safety, electromagnetic compatibility, environmental adaptability and reliability of desktop microcomputers follow GB/T 9813.1-2016; b) the same characteristics of portable microcomputers follow GB/T 9813.2-2016.

7.4.1 Basic service functions of self-service terminals: a) support for information push, such as policies and regulations, guides to procedures, news items, health and medical care, education, tourism, property management, progress of applications, travel, business support policies, financial information, sports events and weather forecasts; b) support for information enquiry, such as health and medical care, education, insurance, life services, government services and travel; c) support for information interaction, such as social assistance, childbirth and adoption, insurance, employment, housing support, newborn matters, issue of certificates, local tax services, national tax services, judicial fairness, military service, exit and entry administration, payment of charges and the issue of commonly used certificates; d) a response time of not more than 500 ms when a member of the public triggers an information service.

7.4.2 Extended service functions of self-service terminals: a) support for assisted online and self-service office functions, such as file upload, electronic seals, self-service copying, self-service printing, self-service issue of invoices and service rating; b) support for user identification functions, such as reading of documents, face recognition, barcode recognition, fingerprint recognition and voiceprint recognition; c) support for convenient payment functions, such as cash payment, card payment, QR code payment, credit card repayment and transfers; d) support for online customer service functions, such as online text, voice and video customer service; e) support for operating prompts, including but not limited to text, voice, animated and video prompts.

7.4.3 Operating conditions for self-service terminals: a) the hardware design, software design, appearance and structure, hardware equipment, software configuration, safety, interfaces, environmental adaptability and reliability of the terminal follow GB/T 23647-2009; b) the user interface is designed from the point of view of convenience and friendliness, reducing the operations required and making it easy to browse and search the content, and takes account of groups with differing physical capabilities; c) the terminal is connected under secure network conditions, the installation and deployment environment meets security requirements, and information classified as a state secret is neither stored nor processed on the terminal; d) maintenance is graded according to the level of the fault and carried out on site or remotely, with periodic equipment checks and performance tuning; e) support for reading the ID code, device information or an information digest; f) support for access authentication by ID recognition, digital certificate, or binding of the internet protocol address to the media access control address; g) installation of security certified malicious code scanning software, with support for alarm and handling of malicious code intrusion; h) detection of and alarm on abnormal behaviour of normal communication instructions, with matching protective measures; i) logging and auditing of security events; j) a built-in terminal security client that starts with the terminal, is protected against unlawful shutdown or removal, and supports security management of the peripherals of the terminal.

7.5.1 Basic service functions of television terminals: a) support for live television, video on demand and time-shifted television; b) support for information push, such as news items, policies and regulations, weather forecasts and emergency warnings; c) support for information enquiry, such as policy enquiry, public credit information enquiry and general convenience enquiries.

7.5.2 Extended service functions of television terminals: a) support for information interaction, such as television shopping, medical appointments, health consultations, remote meetings, municipal supervision and security alarms; b) support for convenient payment functions, such as bank card payment and QR code payment; c) support for multi-screen interaction between the television terminal and other smart terminals, allowing multimedia content such as audio, video and images to be transmitted, parsed, displayed and controlled; d) support for an open operating system, so that users can download and install third party applications freely and extend the content and functions of the terminal.

7.5.3 Operating conditions for television terminals: a) the television terminal desktop provides the operating interface, function guidance and application launching; b) the television terminal management system authenticates the legitimacy of the terminal, with function modules for broadcasting client number management, terminal activation and terminal authentication; c) support for desktop upgrade management; d) the television terminal should supply the internet television supervision platform with electronic programme guide information, programme information, technical indicators and other data required by the supervisory authorities; e) the television terminal should supply the internet television supervision platform with the accounts and information it needs, connect over a secure dedicated network, open the interfaces required, provide the matching software and hardware support environment, and connect to the content service platform so that programme broadcasting can be supervised and reported.

7.6.1 Basic service functions of information display screens: a) support for information push, such as notices, news items, weather forecasts, life services, tourism and entertainment, traffic conditions and public service advertising; b) targeted information push according to the requirements of the operating organization and the attributes of the information; c) support for adding, deleting, changing and searching material such as text, images, audio and video; d) support for producing and managing programmes from that material; e) support for configuring and managing the programme broadcast schedule; f) support for reviewing material, programmes, schedules and other resources; g) support for remote publication management of programmes, with the number of terminals, the period and the schedule configurable as required and the publication status visible.

7.6.2 Extended service functions of information display screens: a) support for emergency command; b) support for traffic guidance; c) support for three-dimensional visualization of city blocks; d) support for smart transport stop signs.

7.6.3 Operating conditions for information display screens: a) support for switching on and off, restarting, starting and stopping playback, starting and stopping inserted broadcasts and remote upgrading over the network; b) support for managing the identity of the logged-in user, operating rights and log records; c) support for reporting the operating status of the device, including processor utilization, working temperature, disk usage, publication status and playback status; d) the degree of protection of the enclosure of outdoor equipment should follow GB/T 4208-2017; e) support for real-time monitoring of the content played and detection of unauthorized replacement.