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 in many domains of government service provision.

Artificial Intelligence and Effective Governance: Legal Framework

“…The US road map "From the Internet to Robotics" 13 describes a package of measures aimed to implement robot systems in different spheres of social life (production, social services, medicine, employeremployee relations and labor market, economics, etc.). The authors point out that the applicable legislation impedes robotics development and indicate the spheres that require legal regulation on the first-priority basis: security, insurance, protection of confidential information, etc.…”

“…In general, the governance structures employ cognitive technologies when an individual in an automated mode is considered qualified for an unemployment benefit, retirement, loss of breadwinner, child birth, social insurance services (Zheng et al, 2018); in case of emergence service calls classification, contagious disease management; 19 civil servant support on immigration issues (Martinho-Truswell, 2018); social media monitoring for public opinion on the state policy and revealing emergency situations, sanitary standards violations; forecasting transport congestions, road accidents and road maintenance needs. 20 Government agencies all over the world use virtual assistants, who help contact with the public and facilitate access to public services.…”

Use of Artificial Intelligence in the Indian Insurance Sector, including Healthcare Companies

“…To step ahead, insurers use predictive analytics, artificial intelligence, and other AI-driven tools to deal with innovative emerging entrants and rising consumer interactions. According to a report by PwC, over 80% of insurance CEOs have claimed that AI is either a component of their company model or that it will be within three years [9].…”

Optimizing smart grid operations from the demand side

“…In order to achieve these objectives, we have extended our framework in (Yu et al 2013a(Yu et al , 2015(Yu et al , 2016(Yu et al , 2017, which has been deployed in our social insurance service provision platform (Zheng et al 2018(Zheng et al , 2020, to enable PIDS to dynamically allocate power consumption adjustment quotas among participating companies. It minimizes variations in the allocated power consumption adjustments among the companies in order to achieve two aspects of fair treatment: (1) the distribution of sacrifice among companies within each round is even, and (2) the fluctuations in the sacrifices made by the companies over time remain small.…”