On the afternoon of February 24th, Grandma Wang, who lives in Liucuijing Lane Community, Qingbo Street, Shangcheng District, received a call from the community. At the other end of the phone, a girl who called herself “Xiaoqing” politely asked the elderly about their application and use of “Hangzhou Health Code”.
“Who is’ Xiaoqing’?” Grandma Wang, who answered the phone, had some doubts. Several social workers in the community basically knew each other, but the voice and name sounded strange. At this moment, it happened that Wang Yin, the deputy secretary of the community party committee, visited and passed by, and gave an explanation, which made Grandma Wang’s doubts dissipate immediately.
Originally, “Xiaoqing” is not a social worker, but a robot. To be exact, it is an artificial intelligence intelligent anti-epidemic prevention and control system jointly developed and put into use by Qingbo Street, Hangzhou Hazhi Robot Co., Ltd. and Zhejiang Thinker Technology Co., Ltd. It is also the first artificial intelligence system for community governance in Hangzhou, and it is currently being piloted in Liucuijingxiang community for the application and promotion of Hangzhou Health Code.
Using this system, the community completed the health code application check of more than 3,000 residents and employees in the jurisdiction in less than 2 days, and achieved the goal of installing everything in 3 days.
“Voice just fell” data generation
Grandma Wang was not the only one who received the phone call. Other residents living or working in the community area and employees of enterprises also successively received sweet inquiries from Xiaoqing, all of which were aimed at Hangzhou Health Code, which is currently promoted and used in the whole city. The energy of this “Xiaoqing” should not be underestimated. She can make more than 2,000 phone calls in one day, which is much faster than the manual efficiency.
“Xiaoqing” can be used for the promotion, publicity and usage statistics of Hangzhou Health Code at the same time through the intelligent group call voice system. “The first call connection rate is 80%, and the effect is good.” In addition to active calls, “Xiaoqing” can also answer passively. Through intelligent voice conversation, it can automatically collect the application and use of Hangzhou health codes of residents and enterprises in the community area, including the applied green codes, red codes, yellow codes, etc. For those who haven’t yet applied for a health code, “Xiaoqing” will also tell them how to apply and explain.
It is worth mentioning that in the process of “Xiaoqing” calling, the whole process of “real-time text+voice” is recorded by the system, and the background will automatically generate corresponding data, which can automatically form an analysis, and compare, screen and classify relevant data, and make it into a chart form, so that social workers can see the health code promotion situation in their jurisdiction at a glance. These are all synchronized with voice calls. “Data can be synchronously formed in the background in 0.5 seconds, and synchronous analysis can be completed within 1 second.” That is to say, the relevant data can be generated and analyzed as soon as the voice just fell.
Perfect connection between offline and offline
In case of abnormal data, “Xiaoqing” can provide immediate feedback, help social workers grasp the usage of health codes in their jurisdiction as quickly as possible, and respond to problems in time. According to the display results of the intelligent system, the community takes targeted visiting and promotion measures online, especially for those who have applied for red code, yellow code or not, and those who haven’t connected the phone, and so on. The responsible social worker will subcontract, track and dock, and make a key return visit, which greatly improves the efficiency of publicity and guidance.
According to the background data, up to now, the application rate of Hangzhou Health Code has exceeded 95% except for the elderly and young children in Liucuijing Lane community. For the remaining 5% sorted out by systematic analysis, the community has arranged social workers to conduct “point-to-point” installation guidance, and through close cooperation between online and offline, it has already been installed. “If this had been put in the past, such a short time would have been completely unimaginable.” People in charge of the community felt deeply that the “Xiaoqing” system greatly improved the service accuracy and the application rate of health codes.
Besides being used for the promotion of health codes, “Xiaoqing” has further improved the accuracy of the current high epidemic screening work, helped the community to efficiently collect the information of people returning to work in Hangzhou, and checked out suspicious epidemic prevention problems and personnel according to the system’s early risk warning, so that social workers can spare more energy and time to do other epidemic prevention and control work, and truly realized digital empowerment and precise intelligent control.
Create the “First Street” of Digital Governance
The situation in Qingbo Sub-district is complicated, and both service and management are faced with problems such as manpower shortage. The joining of “Xiaoqing” artificial intelligence originally required all the staff to go into battle. Now, only one person needs to manage in the background, which can handle an area, and the efficiency has increased by several times, which not only lightens the workload of the grass-roots staff, but also improves the work efficiency and accuracy. It can be said that it is truly “one with one hundred”.
Take Liucuijingxiang Community as an example, which is one of the earliest neighborhood committees established in New China. At present, the proportion of renters among residents is not small, and there are more than 200 enterprises and self-employed households, with a large mobility of staff.
According to the past experience, the community generally spends 1 to 2 times more time and manpower on the management of renters and merchants than permanent residents. If you meet people who flow frequently, you need to keep in touch again and again if you can’t get through the phone, which involves a lot of energy from social workers and reduces work efficiency. This is also the feeling shared by many grass-roots workers.
With the help of artificial intelligence technology and contracting these routine tedious tasks, social workers can spend more time serving residents and enterprises. “Xiaoqing” system can not only deal with, prevent, control and solve unexpected events related to epidemic situations, but also optimize functional modules and apply them to various grass-roots governance work to improve the service level of streets and communities. Shangcheng District is the first area for digital economy application, and Qingbo Street will gradually build the “first street” for grassroots governance of digital technology application through the “Xiaoqing” system, and make the streets “intelligent”.
“We should not only use artificial intelligence to win the epidemic prevention and control war, but also further explore other applications in our grassroots social governance.” The relevant person in charge of the street said that the use of artificial intelligence technology is only the beginning. At present, Qingbo Street is improving the technology and usage mode on a pilot basis, and will further explore and expand the deepening application of artificial intelligence and big data technology in grassroots governance fields such as serving enterprises, caring for the aged at home and cultural construction, such as exploring the “AI Smart Community Service System”, building a street service information platform, integrating and optimizing limited resources, and strengthening services by means of information technology. The street will also digitally shape its work functions, business processes, management mechanisms, service projects, etc., and promote the efficient circulation, integration and sharing of information within its jurisdiction and among the government, enterprises and society.
(Source: Zhejiang Online)