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Software platform

Remote Assistance and Video Collaboration

Bring professional service capacity closer through remote video, identity and document collaboration, and assisted processing at local service points.

Service setting: Connect local service points with central staff
Works with: Coordinate software, terminals and service-system interfaces

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Detailed product functions

Remote assistance connects the visitor terminal, central staff station, and business system. Video supports communication; document capture supports collaboration; sample forms, printing, and screen-capture confirmation help staff explain each action.

A closer look at each function

FunctionWhen to use itWhat users and systems doResult

Local queue entry and video connection

Connects community, business-park, and care-facility points with a service centre.

Visitors choose a service and join the remote queue at a local terminal, then connect by video to explain their request and follow staff guidance.

Specialist staff can take over consultation and guidance without first requiring travel to the centre.

Identity reading and document capture

Allows staff to check identity information and inspect supporting paper documents.

Configured ID or social-security card readers, QR scanning, and a document camera capture information. Visitors position documents as guided and check the captured result.

Staff and visitors can review the same captured information rather than relying only on a verbal description.

Sample-form guidance and blank-form printing

For visitors who need an example or a paper form during the interaction.

Staff open sample-form guidance and service guides to explain required fields, then use blank-form printing when the visitor needs a paper copy.

Visitors receive the relevant form and a usable example for the next preparation step.

Image exchange and screen-capture confirmation

Supports shared review and confirmation of documents or service information.

Visitor and staff stations use image exchange to review material. Staff share the relevant view for screen-capture confirmation, with a signature pad used where the workflow calls for it.

Both sides know which material and view are being confirmed, taking the session beyond a video conversation.

Service records and result collection

Covers later review, visitor feedback, and delivery of paper results.

Retain two-way audio/video and service labels under the approved policy. After completion, request feedback and arrange local collection, courier delivery, or a self-service locker.

Records have retrieval context and visitors know how to collect the result.

Mobile home-visit assistance

For people unable to visit the local point, with staff bringing the equipment to them.

Staff bring a tablet running the mobile virtual-counter software with external reading/scanning equipment, a portable printer, and mobile connectivity for identity capture, video assistance, and printed output.

The service channel moves with staff, connecting fixed-point and home-visit workflows.

How software, terminals and interfaces work together

ComponentRole in the workflowDependencies and integration

Visitor-side dual-screen workstation

Combines touch interaction, video, card reading, scanning, capture, and printing.

Pair a document camera, signature pad, and printer with the services that need them; appearance does not establish a standard bill of materials.

Central staff station

Provides video communication, document review, form guidance, and processing.

Provide staffed hours and keep an offline path for complex or unsupported services.

Collaboration tools and business connections

Provides sample guidance, blank forms, image exchange, service guides, and screen-capture confirmation.

Available services come from authorised business workflows, not from the video hardware alone.

Network, records, and document circulation

Connects local points and the centre while organising video, business data, records, and delivery.

Network access, retention permissions, and collection responsibility must fit the existing government network and document policy.

Remote assisted-service workstation; service software and peripherals are configured separately.

WORKED EXAMPLE

Example: a resident completes documents at a community service point

The resident selects a service locally, joins the queue, and connects to staff.
They read the required document and capture materials for shared review.
Staff share an example, guide completion, and use printing or screen confirmation where required.
The resident provides feedback and follows an available result-collection channel.

What the service producesThe resident receives human guidance nearby, with processing, preparation, and result collection forming a continuous journey.

Equipment and product details

Choose the software workflow first, then the equipment for each service point. Open a product below for its operation, reference configuration, and selection notes.

**Remote Assisted-Service Workstation** →
This is the visitor-side terminal for remote assisted service. Video connects a visitor to a specialist while document reading, scanning, and printing support the handling process. Staff can communicate with the person and review the material in the same journey.

**Dual-Channel Service Recording Camera** →
The dual-channel camera captures both sides of a counter interaction, including staff, visitor, and audio. It is a capture device; search, permissions, retention, and quality review belong to the connected recording and management system.

**Smart Document Locker** →
The smart locker connects processing with document collection through QR-code access, SMS notifications, and handover records. It supports extended-hours collection and document exchange at community service points.

Configuration comparison

Remote Assisted-Service Workstation

Video collaboration: A dual-screen terminal supports remote queueing, staff consultation, and guided processing. Identity and documents: Configuration can include ID or social-security card reading, code scanning, and document-image capture for remote review.

Dual-Channel Service Recording Camera

Reference image specification: Single channel: 1080P. Dual channel: 3840×1080. The combined wide image is not a single-channel 4K specification. Reference field of view: 136° wide angle. Check both participants, the document area, and privacy boundaries during installation.

Smart Document Locker

Access: QR-code opening for the configured document-handover workflow. Notifications: SMS communicates availability and collection instructions; a messaging service is required.

Reference configuration: specifications vary by model. Confirm the device model, supported software, peripheral list, and availability before ordering.

How it works

Choose a service and join its queue locally.
Connect with remote staff and confirm identity.
Capture documents and follow staff guidance.
Complete the service and feedback, then collect the result through the agreed channel.

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Core capabilities

1. Remote video consultation and processing

Residents connect from neighbourhood committees, business parks, or elderly-care facilities to specialist service-centre staff through dual-screen terminals, covering ticketing, consultation, and guided processing.

2. Identity and document collaboration

The terminal supports ID and social-security card reading, QR scanning, and document-image capture. Remote staff can review materials in real time, with integration to Service Acceptance System 3.0 for 132 personal service items.

3. Cross-location collaboration

Extend services to local committees, parks, and interprovincial points, with mobile queue access and a home-visit assistance option.

4. Managed service records

Two-way audio and video can be stored automatically with searchable labels for traceability. Post-service feedback can connect to the municipal evaluation platform.

5. Document circulation

Completed materials can be collected through a local committee, delivered by courier, or placed in a 24/7 secure self-service locker.

Use cases

Community service centres extended to neighbourhood committees
Virtual service counters in elderly-care facilities
Business parks and cross-region public-service points

Related products and hardware

Smart Remote Service System, remote queueing, virtual service counters, dual-screen assisted-service terminals, dual-recording cameras, and self-service document lockers.

Project application context

Nearly 2,000 neighbourhood committees in Shanghai, processing more than 10,000 cases per month
Initial Jing'an coverage across 14 subdistricts and 246 neighbourhood committees
24 neighbourhood committees plus business parks in Daning Road Subdistrict, with 132 personal service items

Project adaptation: service items, verification, document circulation, and records follow local authorisation and existing systems.

Confirm the product configuration for your project

Tell us about the service workflow, existing software and required peripherals.

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