Residents of Baoshan Road Subdistrict in Jing'an District can now access government services with unprecedented ease, as the newly launched "Baoshan Road Subdistrict Digital Intelligence Government Service Platform" began trial operations. This innovative platform leverages artificial intelligence to address common pain points in grassroots public services, including sluggish policy searches, complex business calculations, and lengthy cross-departmental procedures.
The platform's core philosophy centers on AI empowerment, knowledge base-driven operations, human-machine collaboration, and secure controllability. By seamlessly integrating policy inquiries, business processing, counter services, and resident-facing functions, it marks the subdistrict's official transition into the intelligent era of human-machine collaborative governance. This digital transformation serves dual purposes: strengthening internal administrative capacity while delivering tangible benefits to residents and enhancing community warmth.
Building a dedicated knowledge base to power AI capabilities
The expanding scope of government services has placed significant demands on counter staff, requiring extensive policy memorization and high-level computational skills. To overcome the limitations of general-purpose large language models, which often produce inaccurate or vague responses, Baoshan Road Subdistrict has pioneered a "dedicated knowledge base-driven" technological approach. Business experts from the subdistrict have collaboratively developed a specialized knowledge repository, allowing the large model to perform precise fine-tuning and inference based on localized policies, regulations, and a vast archive of historical cases. This methodology guarantees authoritative and trustworthy responses.
Complementing this system is the AIMS (AI Management System) integrated backend, which demonstrates four key capabilities. First, it ensures complete process traceability, logging every operational step for audit and review purposes. Second, it enables rapid "T+1" policy updates, supporting ongoing iteration of intelligent analysis capabilities. Third, it delivers multi-dimensional automated data analysis to inform management decisions. Fourth, it upholds rigorous security standards by retaining human review authority for highly sensitive matters, ensuring strict compliance with government regulations.
Digital human "Xiaobao" enhances experiences on both sides of the counter
The digital human assistant, aptly named "Xiaobao," serves as the platform's ambassador, spearheading a revolution in counter service efficiency. The initial phase of the platform equips frontline staff with standardized, lightweight tools, introducing three key features: second-level intelligent policy matching, multimodal smart form-filling, and a case library containing 28 real-world scenarios. These digital intelligence solutions are delivering tangible benefits to both residents seeking services and frontline employees.
Local resident Mr. Zhang shared his positive experience with the new system. "Previously, applying for low-rent housing involved filling out forms and performing calculations that took at least half an hour, and I was always worried about missing some document. Today, after the staff entered my information, 'Xiaobao' calculated everything in just a few seconds. Many forms could even be automatically printed and signed by scanning my ID card. It's incredibly convenient!" The elimination of redundant paperwork and the streamlined "fill less, submit less" process have significantly reduced waiting times for residents.
Counter staff member Xiao Li echoed these sentiments. "There are many types of livelihood policies, and they're frequently updated. In the past, tackling complex cross-departmental cases meant sifting through volumes of documents or consulting veteran colleagues. Now, with the 'smart playbook' and AI-assisted precise calculations, the relevant policy basis is easily accessible. Even newly hired staff can respond to residents' questions quickly and accurately, just like veterans. It's given me much more confidence, and we can devote more energy to communicating directly with residents."
Transitioning from experience-based to data-driven management
The Digital Intelligence Government Service Platform is not merely a customer-facing tool; it also functions as a powerful backend management asset. By integrating operational, service, and quality inspection data, the subdistrict's administrative management is shifting from relying on "experience judgment" to embracing "data-driven decision-making."
Regarding service standards, the platform features an intelligent voice conversation detection capability. AI-powered speech-to-text technology automatically identifies non-compliant behaviors such as prevarication, perfunctoriness, or a harsh tone, generating automated quality inspection scores that help management departments deliver targeted training. For administrative statistics, the system enables one-click export of periodic performance reports, complete with automated root-cause analysis for business anomalies, assisting managers in swiftly identifying bottlenecks in lobby operations.
Li Qifeng, Director of the Baoshan Road Subdistrict Community Affairs Service Center, elaborated on the broader implications. "Introducing AI isn't just about easing the burden on frontline staff; it's about reshaping the entire administrative management model at the grassroots level. Previously, evaluating counter service quality and compiling business statistics were reliant on manual labor, which was time-consuming and often lagging. Now, with the AIMS backend, we have direct data support on everything from whether service calls are being evaded to identifying business bottlenecks, even down to pinpointing the busiest times of day. Our management has truly evolved from 'relying on experience' to 'following the data,' enabling comprehensive digital control across all dimensions."
Future plans for a comprehensive digital government intelligence hub
The current first phase of the project adheres to a "curated and high-quality" principle, focusing on refining mature and stable applications where the system delivers clear advantages, such as precise policy matching and one-click report generation. In the future, the platform will transcend its current single-question-and-answer format to provide linked responses covering multiple policy areas and business lines within a single consultation, with the ultimate goal of enabling residents to complete transactions in a single visit.
Furthermore, the subdistrict plans to integrate all government data to generate comprehensive service profiles and business heat maps. This foundation will support the development of a three-pronged AI companion system: an AI training assistant for employees, the "Xiaobao" digital representative for residents, and a governance dashboard for leadership. With manageable, auditable, and continuously iterating AI capabilities, Baoshan Road Subdistrict is committed to enhancing grassroots governance efficiency and fulfilling the promise of this digital "intelligent hub" to enable smoother processes, less hassle, and more convenience for all residents.