Putuo comprehensively upgraded the function of "Digital Government Hall" of the flagship store of Yunputuo, the bidding citizen, and integrated the "online virtual window" service and the exclusive service of intelligent customer service "Xiaoshen" Putuo to create a three-dimensional and diversified service mode.

Putuo uses panoramic VR to build a three-dimensional space platform, and build a digital 24-hour self-service area, consulting service desk, application code experience area, government affairs open service area, comprehensive acceptance window, deputy agency window and Putuo government affairs live broadcast room, etc., to provide citizens with information such as service introduction, service guide, service content, etc., and build a mobile virtual government affairs service hall with multiple functions such as access, browsing, inquiry and service. Enterprises and citizens only need to "touch" the virtual space, and they can enjoy the panoramic view of the space and various government service scenarios.

Putuo realizes the seamless connection between the virtual platform and the real business, promotes the concentration of enterprise affairs to the district-level government service center, and personal affairs to the community affairs acceptance center, and makes every effort to build an online and offline "ubiquitous and accessible" all-round service system. At present, 814 business-related matters and 190 personal matters in the area have entered the "online virtual window". Since it was launched in September 2023, the "Digital Government Hall" of Putuo flagship store has been visited more than 18,000 times.

Relying on the intelligent customer service application system of the city’s "One Network Office" platform, Putuo innovatively established an intelligent customer service consulting service system in the field of "one library, four terminals and three applications". According to the "1+16+N" master plan, Putuo District Knowledge Sub-database is formed, and effective management mechanisms are constantly summarized in terms of knowledge coverage and availability. We will connect Xiaoshen to Shanghai Putuo and the Putuo Flagship Store with the bid, empower online virtual windows, offline integrated windows and government service self-service terminal platforms, continuously expand the application carrier and platform of intelligent customer service Xiaoshen, and establish special knowledge bases with relevant departments, such as civil assistance expert database, to guide the people to find Xiaoshen, use Xiaoshen and approve Xiaoshen. In addition, Putuo also innovated a new knowledge application mode of "government map", continued to deepen the "asking questions while doing things" for high-frequency matters, solved the difficult blocking points in the process of users’ work, and accessed the "online help" service item by item to realize one-on-one manual help. In 2023, Putuo District has accumulated 26,548 articles of knowledge, with an annual knowledge utilization rate of 96.4% and a satisfaction rate of 92.8%. There are 15 online asking services and 103 online help services.

In the next step, Putuo will continue to carry forward the government service concept of "people are reliable (general) and things are done (tuo)", continuously strengthen digital empowerment, optimize the platform construction of "One Network Office" area, strengthen online and offline collaboration, deepen data collection and sharing, and promote smoother online service channels, richer online service content and more convenient online service experience.

(Source: Shanghai Putuo)