A new digital governance platform powered by artificial intelligence has gone live in Jing'an District's Baoshan Road Subdistrict, promising to eliminate long waits and streamline access to complex policy information. The "Baoshan Road Subdistrict Digital Intelligence Government Service Platform" recently completed its initial development phase and entered trial operation, integrating policy queries, business processing, counter services, and resident assistance into a single intelligent system. This launch marks a significant transition toward "human-machine collaboration" in local government services, with the goal of enhancing both administrative efficiency and resident satisfaction.

The platform addresses growing challenges faced by frontline staff who must memorize vast amounts of frequently updated policies and perform complex calculations. To overcome issues like AI "hallucinations" and vague responses common in general-purpose large language models, the subdistrict developed a unique "proprietary knowledge base" approach. Business experts collaborated to build a specialized database, allowing the AI model to perform precise inference based on local regulations and historical cases, ensuring accurate and authoritative answers. An accompanying AIMS (AI Management System) backend provides four core capabilities: full-process traceability for audit and review, "T+1" rapid policy updates for continuous improvement, automated multi-dimensional data analysis to support decision-making, and strict security protocols including human review for high-sensitivity matters.

At the forefront of this efficiency drive is "Xiaobao," a digital human serving as the platform's ambassador. Phase one of the project equips frontline staff with standardized, lightweight tools, including instant AI-powered policy matching, multimodal intelligent form-filling, and a knowledge base containing 28 real-world cases. These innovations are already delivering tangible benefits to both residents and employees. A resident named Mr. Zhang, who previously spent over half an hour filling out low-rent housing application forms and calculating figures while worrying about missing documents, praised the new system for completing calculations in seconds and auto-filling forms with a simple ID card scan. "It's incredibly convenient," he said.

Frontline staff are equally impressed. A window worker named Xiao Li noted that complex cross-department cases previously required extensive document research and consultations with senior colleagues. Now, with the "smart toolkit" and AI-powered calculations, policy references are immediately clear, allowing even new employees to respond to resident inquiries with the proficiency of seasoned staff. This frees up more time for meaningful communication with the public, he added.

Beyond front-end service tools, the platform serves as a powerful back-end management asset. By integrating operational, service, and quality inspection data, administrative management is shifting from experience-based judgment to data-driven decisions. A new "voice dialogue intelligent detection" feature uses AI speech-to-text to automatically identify non-standard behaviors such as evasion, perfunctory responses, or harsh language, generating quality scores that help management target training efforts. Administrative statistics are streamlined with one-click report generation and automatic root-cause analysis of business anomalies, enabling rapid identification of service bottlenecks.

Li Qifeng, director of the subdistrict's community affairs reception center, explained that previous methods of evaluating service quality and compiling business data were time-consuming and prone to delays. "Now with the AIMS backend, we have clear data on everything from whether staff are evasive to where bottlenecks occur, down to the busiest times of day. Management has moved from relying on experience to analyzing data, achieving comprehensive digital oversight," he said.

Phase one of the project prioritizes a focused, high-quality approach, refining stable scenarios such as precise policy matching and one-click report generation. Future plans include expanding beyond single-question responses to enable linked answers across multiple departments and policies, aiming for "one-stop completion" for residents. The subdistrict also intends to integrate all governance data to create window service profiles and business heat maps, ultimately building a comprehensive AI support system covering employee training assistants, the "Xiaobao" digital representative for residents, and a governance dashboard for leadership. With its manageable, auditable, and iterative AI capabilities, Baoshan Road Subdistrict is committed to enhancing grassroots governance and fulfilling the promise that "data runs more, residents walk less."