Chongqing's telephone system, 12333, is “new” and allows citizens to call directly for the revision of basic social security information, the revision of social security cards, the loss of social security cards and the search for social security information. Innovative services such as “appointments” and “go-to-door” are available online to provide proactive, accurate and intelligent community service to callers, to truly achieve “getting data running and people running less” and to create accessible “housekeepers”。
The chongqing city social service (ccs) is the country's first ever 12333 telephone office system — a system that goes beyond “question-solving” and provides active, accurate and intelligent services to callers. The first of the 14 operations, covering the maintenance of information for urban residents, medical reports of injuries at work abroad, resulted in simple direct operations, complex business appointments, door-to-door processing for special groups, and closed management of “demand analysis - business processing - feedback evaluation - follow-up”. The scope of the operation is extended to the three main categories of “direct” “arranged” “involved” services, so that social services for all categories of people can be “one-keyd” and so that the accessibility of public services can be significantly increased。
Direct processing includes the revision of basic social security information, the revision of information on social security cards, the loss of the social security card, the change of the code of the social security card (second generation social security card), the search for social security information, the search for recognition of entitlements, and the search for archives. “direct” can be done “in seconds” after identification by telephone, which closes and saves the cumbersome process of waiting in line。
The appointment process consists of a report of an injury to a foreign worker, an unemployment register, an employment register, the receipt and transmission of a file, an application for a vocational qualification of a skilled person for the change of employment abroad and of an application for a vocational qualification of a lost skilled person. “appointments” are sent to the relevant departments through the “12333 telephone office system” and staff members contact the office themselves within five working days to inform them of the required materials and to travel to the office window after the appointment。
Active services include eligibility for pension benefits. “initiative” is directed primarily to specific groups such as older persons and persons with disabilities and is channelled through the “12333 telephone office system” to the relevant departments, where staff members contact the home on their own initiative within five working days。
The relevant head of the chongqing city social service said that, at the technical level, the platform relies on large data and artificial intelligence to allocate worksheets and track progress in real time. At the service level, the platform has broken down the hierarchy of barriers and set up a network of community associations in cities, districts and townships to avoid crowds running “over and over” and to ensure that services are not “failed”。
The average time taken to conduct direct operations during the platform's operation has been reduced from 30 minutes to 2 minutes, with more than 100,000 visits to the home. The relevant director of the chongqing city social service said that this was not only a technological upgrading, but also an innovation in the concept of service. The platform shifted to “active services” through “passive reception”, making government services more hot。
