From "walking through one door and doing many things" to "getting things done at the doorstep", changes in public services are quietly happening around the masses. Each community affairs acceptance service center in Xuhui District has created a number of unique service brands based on the characteristics of the jurisdiction. Xuhui public services' "One Center One Product" tour series focuses on innovative exploration and heart-warming services at the grassroots level. Through vivid cases, it tells how public services can be closer to the needs of the people and respond to people's livelihood concerns.
"I didn't bring all the materials. Was my trip today in vain?" Not long ago, in the service hall of the Community Affairs Acceptance and Service Center of Xujiahui Street, Xuhui District, Mr. Zhang was a little anxious when he came to handle the determination of employment difficulties. Due to the lack of one piece of material, according to past experience, he needed to prepare new materials and queue up again.
Unexpectedly, the staff first entered the existing materials into the system and archived them. A week later, Mr. Zhang filled in the materials and came to the lobby again. The window staff quickly called up the previous information records, and the process was successfully completed by just filling in the missing materials. Subsequently, the system automatically triggered a "yellow warning" before the expiration of three months based on its "Employment Difficulty" label. The staff proactively called to remind him to apply for flexible employment payment, and successfully helped Mr. Zhang enjoy social security payment subsidies and elderly living subsidy policy benefits within the specified time, avoiding the possibility of loss of rights and interests.
In recent years, the center has continuously optimized the service process around common problems such as "repeated submission of materials, repeated filling in of information, and inability to remember policies" in the process of serving the masses. According to the relevant person in charge of the center, the center is making every effort to create a characteristic service brand of "Smart Communication·Heart-warming Office". Through system upgrades, process reengineering and service extension, it will promote the leap from "able to handle" to "easy to handle, fast to handle, and smart to handle".
What Mr. Zhang has benefited from is the "labeling" management system that the center has continuously improved in recent years. After three upgrades in five years, the center now implements labeling, classification and hierarchical management, coloring according to urgency and generating a "timeline of to-do items", changing "passive waiting" to "active phone reminder", forming a closed loop of services, effectively preventing people from missing out on benefits.
In addition to reducing people's repeated submission of materials, the center has also simplified the form-filling process for many high-frequency matters during the window handling process. The center has launched the "Intelligent Government Assistant", which not only analyzes residents' portraits through AI technology and generates personalized "welfare lists" for residents, but also records "unable to do" cases, and improves service quality through case review and forward tracking. For the elderly and some special groups, this "assistant"'s "intelligent quick form filling" is very considerate.
One day, Aunt Li, who came to apply for a residence permit endorsement, came to the lobby alone. Due to her poor hearing, she used to worry about missing requirements and filling out the wrong forms when handling business. After the staff retrieved the basic information through the ID card reading function, the "intelligent form filling" function automatically completed most of the filling. Aunt Li only needed to check and confirm to complete the process.
"It's not that many elderly people don't know how to do it, but they are worried about doing it wrong." The relevant person in charge of the center said that the center has included many high-frequency forms into the scope of intelligent filling, reducing repeated filling in through data sharing, so that people can spend more time confirming information rather than copying information.
During the business processing, the staff discovered through the AI intelligent assistant that she had previously returned to Shanghai for review, and took the initiative to check the processing items, required materials and precautions for the return to Shanghai subsidy review, as well as the next processing deadline for the residence permit endorsement, on the personalized receipt. It is reported that 18 types of key reminders, such as payment time limits and residence permit endorsement validity periods, have been embedded in the call system.
While digital services are constantly being upgraded, the center is also working hard to prevent some elderly people from being blocked from smart services. In 2023, the center established a youth volunteer service team, which regularly visits residential areas, commercial buildings and community service points to carry out policy publicity and smart elderly assistance services, and continues to promote service models such as "door-to-door service" and "remote assisted service".
Not long ago, resident Uncle Li was anxious because his photo review was delayed during the residence permit application process. After understanding the situation, the staff brought mobile devices to the door to provide services. Not only did they help the elderly complete the business processing, but they also taught the elderly how to use their mobile phones to check the progress of the processing, transforming obscure digital operations into "homely words" that the elderly could understand and learn, which vividly explained the warmth and resilience of public services in the digital age.
With the continuous deepening of the "Smart Communication·Warm Heart Office" brand building, the efficiency and satisfaction of public services have been significantly improved. From the center's perspective, the purpose of digital construction is not to make the masses adapt to the system, but to make the system better serve the masses, truly achieve the deep integration of technical services and humanistic care, and let civilized customs be deeply rooted in the hearts of the people.