SmartHS: An AI Platform for Improving Government Service Provision.

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 work-flows 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.