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ICBC Builds a New Model of Intelligent Government Service Through Digital Transformation

To improve the decision-making procedure and service efficiency of the government, ICBC has, by fully leveraging its FinTech strength and working with government departments at all levels, participated in depth in the building of an intelligent government and actively integrated into the government service network, to jointly develop a digital community, where finance and government service are closely combined to contribute “ICBC wisdom” to the digital transformation of the government.

Building an “1+N” intelligent government service product system to empower various government services

Based on leading technology advantage and a solid customer base, ICBC has, through building of service channels and enhancing its strengths in vertical fields, established an “1+N” intelligent government service product system to empower government services in all fields, contributing to the development of a digital government through digital financial services.

First, ICBC has developed the “internet + outlet” government service model to improve government service capability. With the development of e-government, the government’s portal website has gradually become a main channel for the general public to learn about the government’s work and relevant policies and information, as well as an important window for the government to instruct the public on how to follow relevant procedures and enjoy government services online. Based on local governments’ actual needs, ICBC has been deeply engaged in the building of the “internet + government service” portal. By connecting the portal with the system of local government departments and bureaus, the bank has brought online as many government services as possible. New technologies such as biometric identification, artificial intelligence (AI) and blockchain, have been employed to improve customer experience and information security. While providing great convenience to the public, all these measures have enhanced the public credibility of government service. Meanwhile, ICBC, by fully leveraging its outlet channel advantage to share channel resources with the government, has established an outlet network characterized by “banking outlet + government service”. Effectively embedded with the government service functions, these outlets work as a government service window, providing social insurance, housing allowance and enterprise registration services to the public and enterprises.

Second, ICBC has deepened cooperation in vertical government service fields, providing strong support for the development of a “digital government”. In the fiscal field, ICBC has launched the comprehensive government service platform ICBC e-Government Service, providing one-stop financial and industrial services for fiscal and budget government institutions. In the social insurance field, ICBC established ICBC e-Social Security, offering one-stop services including collection and payment of social insurance fees, direct distribution of social security benefits and issuance of electronic social security cards to social security institutions and units and individuals participating in the social security program and so on, based on banking service channels. In the housing construction field, ICBC rolled out the ICBC Government Service Connect platform. By connecting to departments like the urban and rural development bureau, the housing authority and the housing allowance center, the platform realizes online mortgage registration, ownership certificate verification, etc., supports one-stop handling of personal housing mortgage loan, and helps enhance the information-based online oversight service of housing maintenance funds, housing transaction funds and rental funds. In the politics and law field, ICBC developed the intelligent political and judiciary case funds management platform to provide political and judiciary clients, such as courts and public security departments, with services including case funds collection, return and breakdown management, etc.. On healthcare, ICBC launched the Intelligent Healthcare Open Platform, and built the “finance + healthcare” ecosystem centering on key fields involving integration of healthcare, medical insurance and medicine, to assist medical health management departments and hospitals in improving internal management and external services. On education, according to the characteristics of different education customers, ICBC developed exclusive intelligent education service platforms, such as Education and Training Funds Oversight (including After-class Learning), Community Association Cloud and Campus Affairs Management Cloud, for training institutions, industry associations, kindergartens, elementary schools, middle schools, etc.. With regard to Sannong (agriculture, rural areas and farmers) affairs, ICBC, seizing the opportunity of the reform of the rural collective property rights system, introduced the Digital Rural Comprehensive Service Platform, the first of its kind in the industry that adopts the “One Window for All” service mode to meet the information-based management needs of assets, resources and funds of agricultural and rural management departments and rural collective economic organizations. In the labor union field, ICBC developed Intelligent Labor Union to offer standard, efficient, safe and user-friendly digital labor union scenario services to federations of labor unions, labor unions at grass-root enterprises, and employee service centers at all levels.

Employing FinTech to improve intelligent government service experience

In the new round of scientific and technological revolution and industrial reform, FinTech is developing vigorously, with information technologies such as cloud computing, big data, AI and blockchain deeply integrating with finance, providing continuous innovation vitality to the development of finance. ICBC has been applying its FinTech capability in the informatization of government service, thus improving the digital and intelligent levels of government service and meeting the people’s aspirations for a better life.

First, ICBC has connected isolated islands of government information and significantly improved efficiency of the services relating to people’s livelihood. ICBC has strengthened connection with government departments, and improved the capability and level of services for the public and enterprises, reduced business risks, and truly put in place the service requirement of “making the best of data to reduce legwork” by means of direct connection in the fields of finance, social security, housing, etc.. In the finance field, ICBC has actively participated in the top-level design of the reform of electronizing agent fiscal payment and collection led by the Ministry of Finance, and promoted the reform through “electronization + RPA (Robotic Process Automation)”. Regarding regions that can be directly connected to, ICBC has realized efficient and secure payment through electronic connection; for regions where such direct connection is currently unavailable, ICBC has creatively applied RPA to address the system disconnection between fiscal and banking systems to improve payment efficiency and fund security. In the social insurance field, ICBC has participated, as the only bank, in the preparation of the Design Specifications of Interfaces Between Social Insurance and Commercial Banking Systems, and is the first bank to implement the pilot project, to promote the standardization of the interaction between social insurance and commercial banks, thus improving the standard of services for units and individuals participating in the program. In the housing development field, ICBC, by connecting to the departments like the urban and rural development bureau, the housing authority and the housing allowance center, has realized online mortgage registration, ownership certificate verification, fund oversight, etc., which has simplified housing mortgage loan handling process and shorten handling time.

Second, ICBC has employed new technologies to facilitate intelligent transformation of government services. ICBC actively employs technologies like big data, blockchain and AI, and strengthens deep integration of government service with financial service to make services digital and intelligent. In terms of big data application, ICBC strengthens cooperation with government institutions in all respects, including jointly building models and conducting cross validation with external government service data and internal business data. ICBC launched financial inclusive products like government procurement loan, taxation loan and inclusive loan that review, approve and grant loans in seconds in Shanghai, Beijing, Zhejiang, Chongqing and Henan, to address micro and small enterprises’ difficulties in accessing affordable financing. In terms of blockchain application, ICBC has established the fund appropriation blockchain platform to solve the “transparency” and “precision” problems in government fund appropriation. The platform realizes thorough fund appropriation, provides a new model for oversight of government funds, and effectively supports the building of a clean, transparent government. In terms of AI application, ICBC, applying the “user-first” philosophy and such technologies as face recognition, voice recognition, greatly facilitates business process, realizing intelligent government service recommendation, personalized services, repeated usage of electronic certificates.

Achieving fruitful results in the provision of intelligent government service

After continuous construction and promotion over the past few years, ICBC has built comprehensive service platforms including “My Ningxia” and “Digital Xiongan”. While assisting in the building of digital cities, the platforms have significantly improved financial service supply capabilities.

First, intelligent government service has been widely implemented, where “My Ningxia” has become a model. ICBC has currently reached substantive cooperation or cooperation intention with 28 provincial governments, completed more than 1,200 characteristic government-service scenario outlets, and provided financial services like utilities payment, inclusive financing and credit certification in 21 provincial government portals including Zhejiang, Hebei and Gansu. The app “My Ningxia” that ICBC developed in cooperation with the Ningxia government, covers highly frequently used service scenarios like social security, business service and health care, and more than 1,300 matters that can be handled and 3,300 matters that can be inquired. The app currently has 5.36 million registered users, accounting for nearly 78% of the resident population of Ningxia, and completing 2.82 million pieces of services for the users.

Second, ICBC has advanced vertical government service in depth, with its products and platforms recognized by users. So far, ICBC e-Government Service has served nearly 40,000 government customers, leading the industry in terms of such core indicators as volume of agent fiscal business handled, coverage of agency qualifications, customer expansion on budget institutions, etc.. In particular, during the time when the COVID-19 pandemic was raging, ICBC effectively supported pandemic prevention and control by promoting online business. ICBC e-Social Security provides exclusive one-stop services to social security groups via banking service channels. So far, it has basically covered the whole nation with an annual turnover of nearly RMB180 billion. The ICBC Government Service Connect platform has realized online verification on ownership certificates of collaterals for personal housing loans in 303 cities, accounting for 88% of the cities in the bank’s radar of personal loan business. In addition, it has realized direct connection in 15 cities, supporting one-stop mortgage registration, fund supervision and other services. The Digital Rural Comprehensive Service Platform has signed strategic cooperation agreement with 16 provincial agricultural and rural departments, covering 31 provinces and 157 prefecture-level cities, and reached cooperation with more than 550 prefecture-level and county-level agricultural and rural bureaus. In cooperation with 534 prefecture-level and county-level education departments, Education and Training Funds Oversight has brought online nearly 10,000 education and training institutions. Helping eliminate the risks of “absconding with money” and “refusing to refund” among education and training institutions, the platform is highly praised by the social public.