Bienvenidos a las Naciones Unidas
To implement government policies more effectively while ensuring online services are more user-friendly, consultable and accessible for both enterprises and people, the Beijing Municipal Online Governmental Service Platform has launched a comprehensive series of people-centric, smart and precise personalized services, including the Guided Instruction, Real-time Guiding Service and the Unified User Space, with the aim to continually accelerating benefits to enterprises and people. The Guided Instruction provides a clear and concise operation manual. To ensure that enterprises and people can understand policies and online services, specific guidance is context-interactive in the form of ask and answer interchangeably. The user’s identity type, whether the user is acting for own self or as an agent for others, other basic information such as requirements under different situations are asked and referred to. According to the user’s answer choices, it will automatically generate a customized, personalized list and workflow, significantly improving the simplicity, friendliness and ease of use of the online service.
The Real-time Guiding Service creates a people-centric (“warm and kind”) “online multi-service window”. To ensure that enterprises and people can get clear answers and to avoid any confusion, the Platform provides a real-time support service, supported by an online team of proficient staff. The team members are composed of municipal, district, and street government service centers, serving as the “multi-service window”. Through texts, voices and videos, they provide live interactive services during working hours, such as one-to-one online problem-solving, information filling guidance, application materials reviewing, etc., creating a real-time, interactive and human-centric online multi-service window. During non-working hours, AI-enabled smart virtual assistants support users through a government service knowledge base, providing consultations to the public in real-time. Through the cooperation between human service and smart virtual assistant, the online guide service is able to provide 7*24 hours of uninterrupted service.
The Unified User Space functions as a personalized, precise and intelligent virtual assistant. To ensure that enterprises and people can find and access various policies and services, the Platform puts unified user space as a central carrier, deploying big data, block chain and other technologies to analyze user needs, conduct user portraits, and actively push various policies and services to the enterprises and people with precision, individuality and intelligence. In this way, the service mode has switched from “people (enterprises) in search for policy and services” to “policy and services in search for people (enterprises)”. Through a personalized mechanism of one file for one person, one file for one enterprise, the service information and electronic certificates, that were originally scattered in various departments, are now classified and stored for centralized management and application. Associating personalized files are realized as information free and certificate free through the innovative service provision. This direct channel allows enterprises to view the current policy and declaration information through the policy calendar, and they can check against compliance of declaration conditions and match relevant policies for their own conditions through the policy examination.
Beijing Municipality
Smart virtual assistant, AI