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SmartHS: An AI Platform for Improving Government Service Provision


Authors: Y. Zheng, H. Yu, L. Cui, C. Miao, C. Leung, and Q. Yang
Title: SmartHS: An AI Platform for Improving Government Service Provision
Abstract: Over the years, government service provision in China has been plagued by inefficiencies. Previous attempts to address this challenge following a toolbox e-government system model in China were not effective. In this paper, we report on a successful experience in improving government service provision in the domain of social insurance in Shandong Province, China. Through standardization of service workflows following the Complete Contract Theory (CCT) and the infusion of an artificial intelligence (AI) engine to maximize the expected quality of service while reducing waiting time, the Smart Human-resource Services (SmartHS) platform transcends organizational boundaries and improves system efficiency. Deployments in 3 cities involving 2,000 participating civil servants and close to 3 million social insurance service cases over a 1 year period demonstrated that SmartHS significantly improves user experience with roughly a third of the original front desk staff. This new AI-enhanced mode of operation is useful for informing current policy discussions on reforms in government service provision in China.
Keywords: 
Conference Name: 30th AAAI Conference on Innovative Applications of Artificial Intelligence (IAAI'18)
Location: New Orleans, USA
Publisher: AAAI Press
Year: 2018
Accepted PDF File: SmartHS_An_AI_Platform_for_Improving_Government_Service_Provision_accepted.pdf
Permanent Link: https://www.aaai.org/ocs/index.php/AAAI/AAAI18/paper/view/16041
Reference: Y. Zheng, H. Yu, L. Cui, C. Miao, C. Leung, and Q. Yang, “SmartHS: An AI platform for improving government service provision,” in Proceedings of the 30th AAAI Conference on Innovative Applications of Artificial Intelligence (IAAI’18). AAAI Press, February 2018, pp. 7704–7711.
bibtex: 
@inproceedings{LILY-c145, 
    author	= {Zheng, Yongqing and Yu, Han and Cui, Lizhen and Miao, Chunyan and Leung, Cyril and Yang, Qiang},
    title	= {{SmartHS}: An {AI} Platform for Improving Government Service Provision},  
    booktitle	= {Proceedings of the 30th AAAI Conference on Innovative Applications of Artificial Intelligence (IAAI'18)}, 
    year		= {2018}, 
    month	= {February}, 
    pages	= {7704-7711}, 
    location	= {New Orleans, USA},
    publisher	= {AAAI Press},
 }