Luohu's AI-powered government Q&A platform boosts public service efficiency
Recently, the Luohu District government launched a new AI-powered service Q&A platform on its official website. By clicking a digital icon in a sleek blue-and-white color scheme on the homepage, users can access this advanced platform, which officially went live on October 25. Its goal is to streamline public access to a wide range of government services and information.
The Luohu AI Government Q&A platform offers several key features: "Hot Topics," "Convenience Services," and "Personalized Topics," making it easy for users to explore frequently asked questions and customized service categories. Powered by a 3D digital assistant, the platform can respond to over 50,000 preloaded government service inquiries, providing rapid, intelligent answers to citizens' questions. Covering everything from policy details and procedural guidance to essential public services, it is designed to deliver an efficient and satisfying user experience.
As one of Luohu District’s key initiatives this year, the platform centers on citizen-focused improvements in service delivery. It not only enhances service accessibility but also marks a shift in the district's approach to public service, prioritizing both efficiency and quality. One highlight is its integrated one-stop service area, where users can navigate major life events and access government services—with processing times reduced by up to 36.5% and required visits decreased by as much as 60%.
A smarter, more intuitive public service platform
Upon entering the platform, users are greeted by a visually engaging blue-and-white interface featuring hand-drawn illustrations of Luohu landmarks. The AI assistant is ready to answer questions like "How do I apply for a civil service exam?", "What are the requirements for primary school enrollment?", or "How do I apply for public housing?". Acting as a one-stop solution for inquiries about life, work, and policy, the platform brings government services within reach of a simple click.
Built on Luohu’s extensive online resources and integrated with Guangdong’s government service network, the platform taps into a standardized, multi-layered knowledge base covering key areas like education, employment, healthcare, and more. With over 50,000 data points from various government departments, it offers prompt, relevant answers online.
AI-powered efficiency meets government transparency
The platform’s design emphasizes the efficiency and precision of public services. For instance, searching “social security” brings up prompts on pension, maternity, unemployment, and health insurance, helping users easily locate specific information. Users also benefit from multi-round interactions, where the AI assistant addresses follow-up questions, such as "What’s needed for medical insurance? And for recent graduates?". Over time, the platform's adaptive learning enables it to better understand and address complex user needs, delivering smarter, more tailored responses.
Enhancing user satisfaction with feedback and support
Dedicated to high-quality service, Luohu District’s platform integrates Shenzhen's renowned efficiency into its public services. It prioritizes the needs of both businesses and residents, ensuring users feel supported. The digital assistant responds naturally to everyday questions, including those from senior users exploring retirement health benefits, with accessible language and multiple response formats—text, audio, images, video, and customized guides—to create a user-friendly, multi-modal experience.
If a user isn’t fully satisfied with an answer, the AI gathers feedback immediately, analyzing it alongside the conversation history to identify areas for improvement. The platform team then refines the knowledge base or adjusts algorithms to enhance results. User concerns are also managed through the “@Luohu Quick Response” portal, where specific issues are handled by dedicated personnel to strengthen digital governance.
A new era in integrated, citizen-centered government services
On the platform’s right side, a “Personalized Topics” section features a “One-Stop Service” icon, leading users to dedicated pages for essential services like starting a jewelry store, opening a restaurant, or setting up a pet hospital. These options support Luohu’s strategic goal of becoming a model district for Shenzhen-Hong Kong collaboration, covering business setup, employment, and cross-border projects.
For example, the "Opening a Hong Kong (Macao)-Invested Restaurant" page features a welcoming mosaic design reminiscent of a Hong Kong café. This section combines traditional Chinese characters with Luohu’s "Luo Benben" mascot and includes resources like Luohu’s food map, business location guides, and permit application instructions. A smart questionnaire even helps users customize services to their business needs, from restaurant size to renovation budget.
Similarly, the "Pet Hospital Setup" section offers video consultations for remote processing of requirements such as “drainage permits.” Users can schedule an appointment, check in, and complete the process online—eliminating unnecessary trips.
This “One-Stop Service” feature consolidates 82 essential service items across 17 departments, cutting processing times by up to 36.5% and reducing the need for in-person visits by 60%. This significant enhancement reflects Luohu District’s commitment to providing comprehensive, user-centered services and improving citizen satisfaction across all areas of public life.
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