In order to further promote the convenience of social security handling services and meet the needs of citizens for more convenient and higher-quality social security services, on June 14, the Dongguan Social Security Fund Management Center (hereinafter referred to as the "Municipal Social Security Fund Center") held a "Press the service fast-forward button to create people's happiness" social security handling service seminar at Dongguan University of Technology Changping Intelligent Manufacturing College.
Photo provided by the organizer of the seminar
At the briefing meeting, Chen Xiongtao, deputy director of the Municipal Social Security Fund Center, said in his speech that in recent years, the Municipal Social Security Fund Center has launched various convenient services such as intelligent customer service, city-wide general office, and social-bank cooperation, promoting the extension of social security handling services to the grassroots end, and striving to create a government service brand of "nearby service, one-time service".
Up to now, eight knowledge bases for intelligent customer service have been built and collected nearly 1,300 knowledge points on various social security services, effectively meeting the people’s growing, increasingly diverse, and anytime, anywhere social security consulting needs; 108 “city-wide” social security matters have been launched, and nearly 40 social security service matters have been promoted to village (community) party and mass services. Center; 55 "social-bank cooperation" self-service points and 26 comprehensive service points have been built in 19 towns and streets across the city, providing the masses with a variety of services such as window offices, online offices, self-service offices, and guidance offices, consolidating the construction of a "15-minute social security convenient service circle", making high-quality services within reach, and dynamically upgrading happiness "at the doorstep".
It is understood that the social security intelligent customer service created through AI training and knowledge graph technology can realize "7×24 hours" online service to answer all questions, accurate identification and consultation and other functions. Since its launch in April 2021, the service has covered ten new media channels such as the "Dongguan Human Resources and Social Security" mini program and the "Dongguan Social Security" WeChat official account, serving a total of 1.9065 million people, with a problem resolution rate of over 98.76%. While effectively reducing the pressure of traditional manual customer service, it has achieved "zero waiting", "zero errands" and "second replies" for mass consultations.
Social security services tend to be more convenient, intelligent and high-quality. Photo provided by the organizer
Next, the Municipal Social Security Fund Center will continue to make social security services more convenient, intelligent, and high-quality as the direction of efforts, thoroughly implement "precise distribution, refined services, and refined management" of social security management, optimize the social security management service model in an all-round and multi-step manner, continue to promote intelligent customer service to improve quality and efficiency, keep up with the development of artificial intelligence technology, and provide unquestioned services based on user insurance data and usage scenarios. Provide personalized services such as first-responder and customer-facing services; continuously expand the scope of social security handling services, implement government window guidance services, extensively build "social-bank cooperation" integrated outlets, promote all types of social security services to be handled nearby, quickly and well, open a new chapter of "people can do things conveniently, and handling services improve quality and efficiency", and strive to show new responsibilities and make new contributions in the overall high-quality development of social security.
