Bao'an adopts 'AI+government services'

From intelligent Q&A and application filing to automated approvals, video assistance and proactive alerts, artificial intelligence (AI) is reshaping government services across every stage in Bao’an District.

The district has adopted eight application areas aimed at making public services faster, simpler and more responsive for residents and businesses.

Smart Q&A offers instant answers

Bao’an has built a district-level government AI platform based on Tencent’s Hunyuan Large Model, DeepSeek and a dedicated government-service knowledge base. Working with government departments, the platform has also developed specialist databases that bring together frequently used information, such as service guidance and application procedures, and keep it updated.

The government-service AI model combines policies, procedures and answers to common questions, supporting a process in which an inquiry can lead directly to an application. Users can review information and begin an application in one place. Bao’an is also turning procedural guidance and policy explanations into videos to make them easier to understand and follow.

Smart applications streamline the process

To address complaints about lengthy forms, extensive paperwork and repeated corrections, Bao’an has introduced “AI Smart Services” for government applications. The service provides intelligent guidance, pre-fills forms, checks supporting documents and conducts preliminary reviews of eligibility for 42 frequently used services. The goal is to make applying for services as straightforward as using a familiar mobile app.

Smart approvals enable rapid processing

Bao’an has developed models for rapid online approvals and decision support, along with rules that allow some applications to be processed automatically. Across the district, 294 service items can be approved in seconds, 52 support integrated instant filing and approval, 699 are available without in-person visits, and 328 support “no-need-to-apply” applications, in which eligible users need take little or no action.

Some benefits, including subsidies for students at private schools and children in kindergartens, are available automatically to eligible recipients, without an application.

The district also applies automated approvals to business-support policies, including industrial development funding and science and technology grants. Government departments share data to check a company’s operating status and credit information, shifting parts of the review process from manual checks to system verification and helping businesses access support more quickly.

Smart assistance enabled by video consultations

Bao’an’s visual government-service platform lets staff guide residents through processes using screen sharing and on-screen annotations. The one-to-one service helps users complete online applications with real-time assistance.

Businesses can also complete remote identity checks and submit site information through features including authentication, location services and electronic signatures. The platform has handled 66,900 service transactions and assisted 144,500 residents and businesses to date.

A staffer uses Bao’an’s visual government-service platform.

Smart matching helps businesses access services

The district’s direct government-business service platform uses AI and data to build digital profiles of local companies. Drawing on 12 categories of information, including company profiles and operating conditions, the system creates business portraits based on 1,500 data points and assigns more than 700 types of company tags.

It then matches companies with relevant policies and pushes information to eligible businesses as soon as policies are published. Companies can apply with one click, while the system automatically fills in application forms, helping firms spend less time on paperwork and making it easier for them to claim the support they qualify for.

Smart integration offers one-stop service for businesses

Bao’an has integrated platforms including “AI Smart Space” to bring together services businesses may need throughout their development, from choosing a location and setting up to moving in and expanding.

It is designed to connect companies with the right support at each stage, helping them begin operations as soon as they establish a presence in the district. It has served more than 1,000 companies and matched 277 businesses with 1.1 million square meters of space. The initiative is expected to help generate 28 billion yuan in annual output or revenue.

Smart alerts enable early intervention

Bao’an has established a tiered alert mechanism to identify public-service requests, intervene earlier and resolve issues before they escalate. In the area of public concerns, the @Bao’an – Public Sentiment Express platform uses AI to move from simply receiving requests to identifying potential problems and addressing them at an early stage.

Smart office work powered by AI

The Bao’an District Government Services and Data Administration has piloted the WorkBuddy AI office assistant in 18 district departments. Staff can use it to draft routine documents, organize materials and consolidate multiple files into summaries, while focusing on reviewing the content and ensuring consistent messaging.

The tool can also remove duplicate information from scattered documents and help staff search and compare policy wording, reducing the time spent on initial drafting and document preparation.

Bao’an’s innovations in government services have received recognition in a range of regional and national programs.