SOLUTION OVERVIEW
Solution overview
Remote assistance is not a standalone video call. It connects consultation, identity verification, document presentation, file collaboration, guided processing, and human service into one continuous workflow.
Remote Assistance and Cross-Location Service Solution
Connect consultation, identity checks, document collaboration, guided processing, and human support into one continuous remote-service journey.
Delivery scope and practical service journeys
Remote service connects a local access point, on-site assistants, and specialist staff for consultation, document review, and result delivery—not just a video call. Establish eligible services and staff responsibilities before configuring dual-screen terminals, document capture, printing, and system interfaces.
Delivery scope and responsibilities
Service stageResponsible usersSystems and equipmentOperational output
Visitor access point | bring services to familiar locations
Residents, family members, or business-park visitors describe their request; on-site assistants help select the service, prepare documents, and use the terminal.
A remote-service workstation or dual-screen terminal is configured with the card-reading, document-capture, and printing facilities needed at that point.
The visitor reaches the appropriate consultation or processing entry point and understands the required documents, with staff help available when terminal use is difficult.
Specialist workstation | explain and review the request
Specialist staff join the session, confirm the request and identity, and guide or process the task within their authority.
The specialist console supports audio and video, screen sharing, and service guides; formal transactions remain in the responsible business system.
The visitor receives an explanation of the specific issue, checkable document requirements, and next steps, including an on-site route where remote processing is not authorised.
Document collaboration | review the same information
On-site assistants help present and capture documents; specialists review them and explain each missing or incorrect item.
Card reading, QR scanning, document-image capture, shared screens, and file display are configured for the document types and authorised interfaces.
Staff clarify whether documents are complete and what must be added, collecting only information needed for the task; video contact does not replace required verification.
Result delivery | complete the task, not only the call
Specialists explain the outcome and collection requirements; visitors or assistants check printed documents, receipts, or follow-up notices.
Local printing and result display support handover; authorised collection, delivery, or lockers are added only where the service rules and actual arrangements permit.
The visitor knows what is complete, what remains, and who will follow up, with collection or enquiry instructions for results that cannot be provided immediately.
Service management | relate sessions to outcomes
Point managers maintain equipment and service schedules, supervisors review eligible tasks and quality, and authorised staff manage records.
Session records, feedback, and required authorised recordings use agreed access permissions, retention periods, and procedures for interrupted sessions.
Staff can trace the access point, specialist, task, and result, with reconnection, an on-site alternative, or staff follow-up after a disconnected session.
An elderly-care access point: a family member prints a care-insurance report locally
While visiting a resident, a family member asks the on-site assistant to print a long-term-care insurance report; staff first confirm that the service is available at this point.
The assistant helps use the dual-screen terminal, prepares the identity documents and materials required for the task, and explains the necessary information use.
The remote-service channel connects to a specialist at the service centre, who confirms the request and required identity checks.
Documents are presented or captured at the local point; the specialist reviews them with video and shared information and explains any questions item by item.
The report is obtained through the authorised business process and printed locally; the visitor and assistant check the result together.
The specialist explains any follow-up, the assistant helps hand over the document, and the visitor can submit feedback through the available channel.
What the service producesThe case shows how specialist service reaches an elderly-care facility through on-site assistance, document-capable terminals, and remote specialists. It does not mean every task can be completed remotely; authorisation and document requirements must be confirmed for each service.
How this works in real projects
PROJECT IN PRACTICE
I can’t leave the hospital due to errands! The city’s first “remote virtual window” service point in a nursing home was launched
In April 2026, Gonghexin Road Subdistrict’s community service centre and the care home established a local access point for residents, visiting family members, and nearby neighbours.
- The point uses a dual-screen workstation; the report lists 189 personal services, including healthcare-insurance queries, disability-related services, and pension eligibility certification.
- A visiting family member printed a long-term-care insurance report and requested a replacement medical-record booklet with staff guidance, demonstrating local assistance combined with specialist service.
- The report also describes a digital policy assistant on remote terminals across 27 neighbourhoods. That is a separate service footprint, not the number of terminals inside the care home.
Service counts and coverage refer to the local arrangements at the time of publication. The image shows the actual service point; it is not a universal feature list or proof of authorisation for a new project.
Read the full project →How to verify the delivered workflow
CheckWhat to testExpected evidence
Eligible tasks match specialist responsibilities
Sample consultation, document guidance, and formal-processing entry points; verify availability, hours, specialist responsibilities, and conditions requiring an on-site visit.
An eligible-task list, access-point and specialist responsibility matrix, and clear explanations for tasks that cannot be processed remotely.
Document capture and printing complete the handover
Test authorised identity documents, supporting materials, and printable results for capture clarity, specialist visibility, local output, and missing-document guidance.
A document-type and peripheral list, capture and printing test samples, and records for requests needing additional documents.
A disconnected session has a follow-up owner
Simulate a network interruption, unavailable specialist, and device fault; check messages, reconnection, contact ownership, and on-site alternatives.
An interruption-handling procedure, local and remote contacts, and fault-resolution and recovery records.
Recording scope and permissions are explicit
Check required notices, service-record fields, recording settings, viewing roles, and retention periods; verify that feedback relates to the correct session.
Record and retention settings, a permission matrix, and sampled session-to-feedback links.
Full construction brief
The retained construction material describes product options and reference projects. Historical figures and delivery periods apply to their original project scope, not a universal performance or delivery promise.
1. Local access points
Deploy dual-screen assisted-service terminals at neighbourhood committees, elderly-care facilities, and business parks.
2. Remote collaborative processing
Support remote ticketing, specialist video sessions, card reading, QR scanning, and document capture, with integration for 132 personal service items.
3. Traceable service and feedback
Automatically retain two-way audio and video where authorised, with evaluation connected to the municipal service-rating platform.
4. Document circulation
Complete delivery through local collection, courier services, or 24/7 self-service lockers.
5. Cross-location services
Support interprovincial services and business-park points while retaining human fallback and offline channels.
Measured support
- Nearly 2,000 Shanghai neighbourhood committees and more than 10,000 monthly cases
- 14 subdistricts and 246 neighbourhood committees in the initial Jing'an rollout
- 24 neighbourhood committees plus business parks in Daning Road Subdistrict
Service items, authorisation, and document circulation follow local rules and existing systems.
Delivery priorities
Define the workflow, staff responsibilities and existing systems, then select the products for each service stage.
01
Local access points
Deploy dual-screen assisted-service terminals in local committees, elderly-care facilities, and business parks.
02
Remote collaborative processing
Capture cards, QR codes, and document images at the visitor endpoint. Specialists review and guide through video, shared screens, and service guides; eligible service items follow system authorisation.
03
Traceable service and feedback
Retain service records and required authorised audio, video, and document links, with agreed search permissions, retention periods, and feedback connections.
04
Document circulation
Complete delivery through local collection, courier services, or 24/7 self-service lockers.
05
Cross-location services
Support interprovincial and business-park service points with human fallback and offline channels.
How the service moves from start to finish
The steps connect visitors, service teams, and configured systems.
- 01
Choose a service and access point
Visitors choose a request at a community, elderly-care, or business-park point, with staff assistance for the terminal and required documents.
- 02
Join a session and confirm identity
Join the remote queue and connect to a specialist, completing the required notice and identity verification for the service.
- 03
Review documents and guide processing
Use cards, QR codes, document capture, and shared screens to review information; specialist staff explain processing steps and additional documents.
- 04
Collect results and provide feedback
Arrange digital results, local collection, delivery, or document lockers as applicable, then collect feedback and retain authorised service records.
Plan around your setting and existing foundation
Suitable service points
Neighbourhood, community, elderly-care, and business-park points that connect to specialist staff; cross-location requests use agreed rules between the participating authorities.
Information needed before planning
Eligible consultation and processing items, staffing and point locations, identity checks, document requirements, system interfaces, and network conditions.
How to select the equipment
Use a multifunction workstation or dual-screen terminal at the visitor point; add recording, document capture, and lockers where required, with specialist workstations at the service centre.
When on-site processing is needed
Staff explain offline routes for original-document inspection, dedicated equipment, or services without remote authorisation. A video session does not change formal processing authority.
Service-point counts and eligible items in public cases relate to their original location and project period. New projects confirm authorisation, record retention, document flow, and local interfaces individually.
Related products
Products are drawn from the original public website archive. The final combination depends on site conditions, existing systems, and project scope.
Project evidence
Archived images from publicly presented projects show how the solution fits real service environments.
Related project cases
Explore the project context, public delivery information, and archived site material.
PUBLIC CASEI can’t leave the hospital due to errands! The city’s first “remote virtual window” service point in a nursing home was launchedView case →PUBLIC CASEFrom "worried" to "liked"! Jing'an residents can get things done without leaving home, and the secret lies in this "virtual window"View case →PROJECT DISCUSSION
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