Shulou(Shulou.com)11/24 Report--

On September 14, 2023, Guangzhou Baiyun District 12345 Hotline Wisdom Management system won the second prize of Digital Government track in the National final of 2023 "Dingxin Cup" Digital Transformation Application Competition.

As an influential national digital transformation application competition in China, this "Dingxin Cup" digital transformation application competition is jointly sponsored by the China Information and Communications Research Institute and the China Communications Standardization Association, a scientific research institution directly under the Ministry of Industry and Information Technology. A total of 6 major directions and 16 thematic tracks have been set up for 5 months. More than 1000 enterprises, scientific research institutes, trade associations, government agencies and other units from 31 provinces, autonomous regions and municipalities directly under the Central Government participated in the competition. After several rounds of competitions such as case collection, national qualifying competition and national finals, Baiyun District of Guangzhou stands out with innovative overall design ideas, perfect overall technical framework and excellent practical achievements. it once again demonstrates the innovation ability of Baiyun District of Guangzhou in the process of promoting the digital intelligence transformation of government services.

Digitally driven innovation and upgrading of urban governance

In recent years, with the rapid development of economy, Baiyun District continues to expand the size of the city, urban functions continue to improve, and gradually developed into the largest area of Guangzhou, the largest resident population of the central city. Data show that the number of hotline work orders in Baiyun District has increased by 250% in the past three years. In 2022, the district accepted nearly 700000 work orders from 12345 hotlines, ranking first in the city, involving thousands of complaints from 48 functional units directly under the district and 24 streets and towns. showing a large number, a wide range of types, many difficult issues and other characteristics. With the development of urban areas and the acceleration of data growth, how to improve the efficiency of work order processing, improve the accuracy of dispatching orders and optimize the service quality of the hotline has become the top priority of the 12345 hotline construction.

In response, Zheng Gang, deputy director of the Baiyun District Government Affairs Service data Administration Bureau of Guangzhou City, said that by building a 12345 hotline intelligent management system, Baiyun District can not only "liberate" the staff from the simple and complicated work of dispatching orders, but also improve the efficiency of handling work orders. further to the 12345 hotline data for multi-dimensional, in-depth analysis and evaluation, from the massive hotline work orders, found that the hot issues of citizens concentrated complaints To achieve the public demand "answer at a call", work order circulation "automatic second dispatch", problem handling "answer immediately", earnestly improve the quality of hotline work order processing, and improve public satisfaction.

Ask for manpower from science and technology to improve efficiency by using AI

Baiyun District 12345 Hotline Wisdom Management system takes the lead in using AI algorithm model for intelligent order dispatch in all districts of the city, combined with Huawei Cloud natural language processing, map engine service and other technical means, so that the system can automatically dispatch and quickly transfer work orders, realizing "asking for manpower from science and technology" and "using AI to improve efficiency". As of September this year, Baiyun District 12345 hotline intelligent management system has achieved a total of about 760600 intelligent dispatch orders, the accuracy has increased to 87.41%, and the appearance of work orders has been reduced by nearly 40% compared with 2021.

At the same time, Baiyun District 12345 Hotline Wisdom Management system also makes full use of AI technology capabilities to mine and analyze work order data and establish a set of "Hotline well-being Index" social evaluation system with Baiyun District characteristics. The system brings together 4690 topics, makes a statistical analysis of the overall situation of work orders from the time and space dimensions, further generates early warning analysis functions such as repeated complaints and high incidence of groups, and explores "handling without complaint". It provides a more scientific decision-making basis for the relevant departments to ensure that the aspirations of the public can be "caught and handled well", and effectively improve the happiness index of residents in Baiyun District.

From improving the efficiency of work order processing to promoting the digital transformation of Baiyun hotline, Baiyun District and Huawei Cloud have built an innovative, efficient and warm "smart hotline" by digital means. In the future, Baiyun District will continue to explore and practice in depth in the field of urban governance. HuaWeiYun will also give full play to its technological advantages to provide more digital solutions for urban governance and jointly contribute to the construction of smart cities and the better life of the people.

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