Certification of pension qualifications, renewal of residence permits, medical insurance reimbursement... these seemingly trivial "key matters" are actually the "big things" in residents' lives.

Pengpu Xincun Street Community Affairs Acceptance Service Center (hereinafter referred to as the "Center") is guided by the needs of the masses and innovatively launches smart dialing systems, remote assisted service, door-to-door services, etc. to help the masses reduce their sense of frustration, enhance their sense of gain, and realize their desire to "run less and get things done quickly". It has changed from "people looking for services" to "services looking for people" and creating a service platform that "services well and people are satisfied".

Environmental transformation, warm service warms people's hearts

Based on the needs of residents, the center has undergone two rounds of renovations.

In the first renovation, a 24-hour self-service area was added. The "one-stop service" self-service terminal and 24-hour intelligent file access cabinet in the service area basically meet the needs of residents for 24-hour business processing. A guidance area is set up at the number taking place to divert traffic in advance and optimize service flow. Six new dialing display screens and mobile phone text message reminder dialing functions have been added. The stainless steel chairs in the waiting area have been upgraded to soft sofas, and drinking machines and air purifiers have been added. Open an independent maternal and infant room to solve the worries of mothers taking care of their babies.

 

 

The transformation of the environment not only improves the service experience, but also vividly demonstrates the center's people-oriented philosophy. In the second all-round upgrade, lighting facilities, soundproofing cotton, and barrier-free facilities were added. In 2025, barrier-free toilets will be installed, non-slip floors will be laid, handrails and calling equipment will be installed to allow wheelchairs to rotate freely, and barrier-free facilities such as low-level service desks will be provided to show care for special groups in every detail.

 

Service comes first, and policies are smart and in line with public opinion.

If some residents come to the center just for consultation, can they get policy information without queuing? Based on the existing queuing and calling system, the center innovated and launched the "service front-loading" function. When the center receives a call for consultation or a visitor expresses consultation only, the staff can accurately push the information required for the business point-to-point through mobile phone text messages, providing a "zero-run" service for the caller and a waiting-free service for the visitor.

 

The center concentrates all the information required for business on one system. Through the service management PAD, it connects with systems such as queuing, good and bad reviews of public services, and service guide management to realize functions such as performance management, functional guidance, service assistance, and policy message push, so that services can be front-loaded again.

Xiaoyifang PAD is not only a mini version of the data cockpit, but also fills the service vacuum period for personnel from waiting to take the number to waiting for processing.

Intelligent empowerment and digital empowerment benefit people’s livelihood

Green channel priority

The center has opened a "green channel" for special groups such as the elderly, veterans, and disabled people. Through inter-departmental data sharing, more than 1,500 elderly people living alone, more than 2,000 severely disabled people, and more than 4,200 retired military personnel and preferential care recipients in the jurisdiction have been included in the first batch of "priority service" care lists. Their information is imported into the call system. Once people on the list get a number with their personal documents, through the intelligent management and flexible configuration of the call system, they can enjoy the heart-warming service of "number insertion + priority".

Door-to-door helper cares for you at home

"My wife and I both have bad legs and feet, and it's inconvenient to go out to do errands. What should we do?"

"Door-to-Door Assistance" will solve it for you! In response to the needs of special residents such as the elderly, the weak, the sick, the disabled and pregnant, the center has moved from the "last mile" to the "zero-distance service". Residents can apply for door-to-door services through the center's WeChat official account, hotline, QR code scanning, etc., and can handle services at home.

 

Members of the center's door-to-door service team are in groups of two, carrying tablet computers, portable printers, card readers, call headsets and other "mobile virtual window door-to-door service" equipment. They shuttle through 33 residential areas every day, transferring the physical counter space in the reception hall to residents' homes, allowing "data running" to replace "residents running errands".

Full coverage of remote assisted service

This year, with the exception of Pengyi Neighborhood Committee, which has not yet moved back due to old renovation, the remaining 32 residential areas of Pengpu Xincun Street have set up remote virtual extension points. At the same time, all 14 windows of the center can connect to remote assistants, and release information through the WeChat public account, post self-made posters in residential areas, and use the neighborhood committee electronic bulletin screen to scroll information to expand residents’ awareness.

Create a WeChat contact group, with central business backbones responsible for corresponding to each neighborhood committee, to coordinate and resolve various issues in the process of assistance, so that residents can do things without running errands.

In the next step, the Pengpu Xincun Street Community Affairs Acceptance Service Center will adhere to a problem-oriented and demand-oriented approach, and continue to explore a new path for public services in which "people run less errands and use more data". Taking digital transformation as an opportunity, they will make good use of new technologies such as big data, the Internet, and "AI assistants" to implement online services. We will implement a new model of deeply integrated public services, pay more attention to people's sensitivity, and continuously improve the convenience of services, so that "warming people's hearts" services are down to the details, "accommodating public opinion" mechanisms run through the entire process, and "benefiting people's livelihood" matters are implemented with actual results, and promote the construction of the "15-minute senior living circle" in Pengpu New Village to a new level.