In the context of an accelerating aging population, ensuring that the elderly are not “left behind” in the digital wave has become an important issue in urban governance. The Dongguan municipal government service team has taken “Guan’ai” (Dongguan love) services as a key initiative, implementing multi-dimensional measures such as elderly-friendly facilities, elderly-friendly processes, elderly-friendly technology, and elderly-friendly services. This effort aims to build a bridge that spans the “digital divide,” ensuring that smart governance not only embodies “technological appeal” but also has a “human touch.”
Elderly-friendly services are fully covered, with thoughtful details showing care
Upon entering the Dongguan municipal and township government service halls, the details of elderly-friendly services are evident everywhere. In the convenience service area, wheelchairs, reading glasses, and first-aid kits are neatly arranged; at the guidance desk, staff proactively ask about needs; in the rest area, water dispensers and massage chairs provide a comfortable waiting environment for the elderly. The Nancheng Subdistrict government service center lobby has even introduced smart blood pressure monitors, self-service certificate printers, and other equipment, integrating health care with service convenience. “I used to worry about my health when coming to handle affairs, but now that the hall is so thoughtful, I feel very reassured,” said Aunt Zhang, who had just completed her retirement procedures.
Government service halls at all levels follow a “prioritized online booking with on-site ticket distribution” system. However, considering that some elderly individuals may be unaccustomed to smartphones or unable to successfully book appointments due to special circumstances, dedicated green channel services have been established. Senior citizens can enjoy walk-in access and priority handling at all government service halls without prior reservations.
Beyond this, both staff members and volunteers have mastered elderly-tailored assistance skills. Within legal and regulatory frameworks, personnel proactively help seniors complete forms, prepare documentation, and provide comprehensive support. For those with mobility challenges, service halls arrange dedicated representatives to offer personalized one-on-one assistance, delivering warmth and care through tangible actions.
One-tap solutions for complex tasks: Smart elderly care warms hearts
To address seniors’ “digital dilemma,” Dongguan’s government services have launched a series of elderly-friendly smart solutions. On the official service platform, simplified and large-font interfaces make information instantly clear; features like “one-tap booking” and “voice navigation” streamline complex procedures into single-click actions. Over 700 services now offer “contactless approval,” eliminating legwork through government-funded mail delivery. Notably, high-frequency tasks like elderly allowance applications and senior benefit card recharges achieve “instant approval,” allowing seniors to complete procedures at neighborhood service points.
At Jinsha Community in Chang’an Town, 82-year-old Uncle Li certified his elderly allowance in minutes using the “Guanjia Government Affairs” self-service terminal. “I used to need my children to accompany me to the service hall – now a simple face scan does it all. The convenience is incredible!” His delight was palpable. Data shows that since the smart elderly-assistance services launched, over 100,000 seniors in Dongguan have benefited from “fingertip convenience.”
For Hong Kong seniors residing in Dongguan, the “cross-border handling” service launched by the Dongguan Government Service Center offers equally thoughtful care. In Comprehensive Service Zone 3, self-service terminals for Hong Kong affairs and “iAM Smart” self-registration stations operate 24/7. Staff provide full-process one-on-one guidance, while voice prompts simplify operations. With staff assistance, Hong Kong resident Uncle Chow completed on-site household registration and “eHealth” system queries. “No more making round trips—handling Hong Kong matters right in Dongguan is such a thoughtful touch!” Uncle Chow plans to share this good news with more Hong Kong friends.
Vanguard Party members in action: Doorstep government services
In the “Guan’ai” initiative, vanguard Party members form a vibrant frontline force. The Municipal Government Service and Data Bureau, collaborating with multiple departments, launched campaigns like “Smart Aid for Seniors, Shared Well-being.” Party members, youth league representatives, and staff enter communities and homes, providing step-by-step guidance on smart devices and handling government affairs on-site. At Boxia Community in Guancheng, a “mobile government service station” operated in the neighborhood square. Staff brought “Guanjia Government Affairs” self-service terminals to residents’ doorsteps, resolving issues like pension eligibility verification and medical insurance payments for over 30 seniors within half a day.
“We deliver services not just to doorsteps, but to seniors’ hearts,” said volunteer Wang, a Party member participant. “Seeing their smiles after mastering new skills reaffirms the significance of this work.” These thoughtful services enhance seniors’ sense of fulfillment while infusing government work with human warmth.
Looking ahead, Dongguan’s government service reform continues unabated. Recently, the bureau optimized the elderly allowance eligibility process, planning data integration with pension systems to eliminate redundant verification for qualified seniors. This measure, set for June implementation, will benefit tens of thousands of elderly residents citywide.
From senior-friendly facilities in service halls to smart services at one’s fingertips; From volunteer home visits to cross-border handling innovations—“Guan’ai” services are crafting Dongguan’s answer to smart elderly care through comprehensive, multi-tiered adaptations. This dynamic city leverages technology and compassion to uphold seniors’ solid happiness, ensuring every elder shares in the fruits of development in the digital age.
