Recently, the inaugural New Beijing News Digital Government Forum and the 2022 Outstanding Cases of Digital Government Construction were held in Beijing. The event was jointly organized by the New Beijing News, the National Development and Strategy Institute of Renmin University of China, the Institute of China Education and Social Development at Beijing Normal University, the Zhou Enlai School of Government Administration at Nankai University, and Qianlong.com, with the New Beijing Think Tank as the organizer. Zhongke Huilian has supported a digital government case: the AICC Government Service Intelligent Q&A Robot on the official website of the Changping District Government in Beijing, which has been selected as one of the leading cases in the practice of digital government construction in 2022.

The forum released a total of 30 outstanding cases of digital government construction. Since the launch of the Outstanding Cases of Digital Government Construction collection activity in July 2022, Zhongke Huilian's digital government case, along with over 200 cases from more than 43 cities in 20 provinces across the country, went through a six-month process of initial selection and online defense by 21 experts. It stood out among the 60 initial cases and was ultimately selected. The evaluation by the reviewing experts was: "There is no limit to technological development, and the goal is to better serve the people." The intelligent robot system developed by Beijing Zhongke Huilian Technology Co., Ltd. for the Changping District Government Service Management Bureau's official website overcame the deficiencies of search engines and resolved the issues of the public and enterprises not being able to find service paths and having no channels for complaints. It enables people to easily find service paths and achieves the goals of a government that is efficient and accessible. In the current era of continuous breakthroughs in next-generation information technology, government services keep up with the pace and utilize technology to serve government affairs and the people.

The release of outstanding cases of digital government aims to extract, summarize, and promote the experiences and achievements of digital government construction in relevant cities. It is helpful in guiding and inspiring the construction of digital government in cities across the country, and it supports the integrated development of a digital nation, digital government, and digital society in China.

By showcasing a group of outstanding cases that promote digital government construction through the application of next-generation digital technologies, it effectively promotes innovation in government management and social governance models. These cases contribute to achieving scientific decision-making, precise social governance, and efficient public services, providing important support for advancing the modernization of the national governance system and governance capacity.

Introduction to the Leading Case of Digital Government Construction Practice

The priority of digital government construction is reflected in government services. Based on the intelligent product AICC Unified Intelligent Interaction Center platform provided by Zhongke Huilian's Customer Service Center, the Intelligent Robot System of the Beijing Changping District Government Portal Website has made breakthroughs in terms of product innovation, intelligence, maturity, credibility, and scalability.

The Intelligent Robot System of the Beijing Changping District Government Portal Website is a key project of the Changping District Government Service Management Bureau to support the construction of a digital and smart government in Changping District in the new era. It directly affects the overall image of intelligent services provided by the Changping District Government and directly influences the level of intelligent services on the Changping District Government website. With the promotion of intelligent services by the Changping District Government, the application and access volume is expected to increase year by year. As the first intelligent voice interaction robot for government websites in China, its design aims to become a benchmark for intelligent services among outstanding government websites nationwide. The launch of the government service robot system by the district government aims to address various issues such as weak business collaboration capabilities, low user satisfaction, insufficient coverage of the government knowledge base, and inadequate coverage of online transaction guidance items.

 The intelligent customer service robot system provides a human-machine collaborative intelligent service of "robot + human", which integrates functions including intelligent semantic understanding and analysis of text robots, intelligent knowledge base management, intelligent search, intelligent voice interaction, intelligent work orders, and online affairs handling. The launch of the intelligent customer service system has improved the level of collaboration in the Changping District government's administrative service industry, increased user satisfaction, and achieved a knowledge base coverage rate of over 95% and an online affairs guide coverage rate of over 90%.