In recent years, the Wuliqiao Street Community Affairs Acceptance Service Center in Huangpu District has explored a Wuli characteristic government service model of "window office" + "extension office" + "remote office" + "door-to-door office" + "handheld office" through continuous visits and surveys, combined with the geographical distribution characteristics and population distribution characteristics of the area.
Since 2022, the acceptance center has successively opened a "24-hour self-service area", set up extended service points, and launched a new remote assisted service acceptance model, allowing residents to handle administrative affairs at their doorsteps, greatly reducing the time people spend traveling back and forth.
Mobile virtual windows provide door-to-door services to help upgrade public services
During the survey, the acceptance center found that there are many elderly people in Wuliqiao community who have limited mobility and it is very difficult to go out. Most of them do not know how to use smartphones. They believe that offline processing and real-time processing will make them feel at ease. However, it is inconvenient for them with limited legs and feet to go to the reception center lobby or the nearest help point to handle the matter. Based on the reality of the elderly in the community, the center has launched a new "virtual service window door-to-door service" business. This kind of business is no longer a simple matter of visiting the elderly to collect materials and run errands, but moves the remote virtual terminal to the residents' homes. It is like moving the center's service window directly in front of the residents, so that they can directly face the center staff through remote video to provide consultation and handle various community administrative services. Currently, 183 personal matters among the 194 matters in the acceptance center can be handled through the virtual window.
Grandma Sun, a community resident, is a lonely old man who has been bedridden for a long time. She is a target of assistance from the street and is also a physically disabled person. Grandma Sun usually lives in a nursing home. This time her long-term care insurance expired and she had no relatives around to handle the end-of-term evaluation of the long-term care insurance. After learning about Grandma Sun's situation, the center took the initiative to provide services to her. It used the "virtual service window" equipment to conduct remote video and business acceptance. Through remote operation of the equipment, the remote staff directly entered her personal information into the system, scanned the certificate and directly printed the acceptance form. The entire acceptance process was exactly the same as the operation at the center window. This made Grandma Sun feel very at ease, and she did not have to worry about whether the online office had successfully accepted the application. Now you can easily apply directly at the "window" without going out. Grandma Sun repeatedly praised: "Now we can still apply in this way, which really provides convenience for our elderly people with limited mobility."
The virtual service window system is a new attempt by the Wuliqiao Subdistrict Reception Center in the remote assisted service model. It opens up the "last meter" of convenient services, extends the government service space, and transforms passive services into active services, achieving the goal of "finding people for policies and finding people for services." The service groups served by door-to-door services are mainly vulnerable groups such as elderly people over 90 years old who live alone, people with disabilities and dementia who cannot attend on-site services, and disabled people. These special groups have an increasing demand for public services. While ensuring the safety and convenience of the system, various data have made great efforts in the closed-loop and traceability of the system to ensure that "door-to-door services" and "window services" are the same.
This innovative initiative of Wuliqiao Subdistrict Acceptance Center has built a new online service system of "window office" + "extended office" + "remote office" + "door-to-door office" + "handheld office". "Door-to-door service" is a supplementary model of remote assisted service, which injects new vitality into the remote assisted service model. At the same time, the center's first "service officer" service collaboration platform has achieved real-time monitoring of queuing status, window acceptance status, etc. in the center's service management. If there is a problem at the window, it can intervene in advance and help residents solve problems through front-end and back-end collaboration, which improves residents' work efficiency and improves the center's service level. The center will continue to deepen, refine and implement "doorstep" services, create a "10-minute government service circle" with Wuli characteristics, and form a new government service model with Wuli characteristics.
Mobile virtual windows provide door-to-door services to help upgrade public services
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