With rugged terrain and scattered villages, towns in mountainous areas of Fujian Province often face the challenge of traveling dozens or even hundreds of kilometers to reach county-level government service centers. This can take up half a day, and if documents are incomplete, residents may have to make multiple trips – this was once a common frustration for people in rural areas of South China.
To address this issue, the local government of Nanping City has established a 'Remote Cloud Assistance' system covering 121 service points, connecting 34 departments, and handling over 1800 government services. This system uses internet lines and screens to extend public services to the grassroots level, fundamentally transforming the experience of public services through remote video assistance.
Remote video assistance involves using visual video interaction technology to deploy help terminals in townships and village service points. This The linkage mode uses the interaction between the cloud agent of the district and county public services center and the agents at the grassroots sites to realize the residents' nearest application, the staff's real-time video connection and the full guidance and assistance. This model systematically solves three core problems: breaking spatial barriers and allowing people to bid farewell to long-distance travel; breaking professional barriers and verifying materials at one time to avoid repeated errands; optimizing resource allocation so that high-quality approval resources can be shared throughout the region and promoting the upgrade of services from 'easy to handle' to 'easy to handle and quick to handle'。
This innovative model has received official recognition. According to the Fujian Provincial Government website, Nanping's 'Remote Cloud Assistance' system was promoted by platforms such as the Fujian Development and Reform Commission and Southeast Network, and included in the provincial government service efficiency improvement case studies. Promising practice data shows that local business entities have consistently ranked first for satisfaction with government services over three years, achieving six out of seven top rankings in the 2023 Fujian Provincial Business Environment Evaluation, with average processing times for high-frequency matters reduced by more than 80%, and simple matters resolved within just 6 minutes.
The benefits are evident to residents. An individual business owner in Jianyang District completed a 40-kilometer-long business license cancellation process in just 6 minutes through remote assistance; villagers in rural Pu County could handle social security, medical insurance, and other livelihood matters without leaving their town, praising the service as 'right on target.' The 'Remote Help + One-Stop Service' model in Guangling County was recognized as an excellent government transparency experience. Today, this model has expanded from township convenience services to industrial parks, ensuring that businesses can handle affairs within the park and continuously expanding its reach.
The widespread adoption of remote video assistance is a natural progression towards digital transformation in public services. From 'one visit at most' to 'one-stop online service,' the core of government service reform has always been convenience for citizens and enterprises, with remote assistance being a key innovation that transforms the concept from residents seeking services to services delivered to their doorstep.
From its inception in Nanping mountains to provincial replication and promotion, this model offers a replicable solution for grassroots public service reforms across China.
Shanghai Toyou Information Technology Co., Ltd. specializes in digital transformation of government services with a focus on remote video assistance. We offer full-chain solutions including terminal deployment, system construction, and process optimization to help regions effectively extend government services to the grassroots level, ensuring that residents can handle minor issues at their village or town hall and major issues remotely.
