As China advances its national strategy for digital government and intelligent service transformation, local governments face an increasing pressure to modernize public administration while preserving cultural identity. Traditional bureaucratic models, often plagued by inefficiencies and lack of personalization, struggle to meet citizens' expectations in the digital era. At the same time, tourism and cultural heritage cities like Dunhuang must balance their historic significance with the need for innovation. How can these regions adopt cutting-edge technologies without compromising their unique cultural narratives?
Dunhuang, a key node on the ancient Silk Road and home to the world-renowned Mogao Grottoes, has emerged as a pioneering example of this transformation. In a strategic move to modernize governance, Dunhuang has implemented an AI-integrated administrative platform, redefining how public services are delivered in a culturally rich context.
A New Model of Smart Governance: AI Integration in Public Services
In November 2023, during the "Winning the Campaign for Western Leadership and National Excellence" series of press briefings, Dunhuang City revealed its breakthroughs in digital governance. The city has officially launched Gansu Province’s first AI-powered government service platform, integrating artificial intelligence into core administrative functions. This technological infrastructure enables round-the-clock automated consultations and policy explanations, significantly improving service efficiency by over 20%.
One of the platform’s standout features is its 24/7 intelligent customer service system. Unlike conventional government service hotlines that operate during business hours, Dunhuang’s AI agents respond instantly to citizen queries via voice or text, even during nights and holidays. This not only reduces wait times but also enhances accessibility, especially for tourists and remote users.
Beyond customer support, the platform streamlines policy delivery through five specialized channels, including agricultural subsidies, exhibition grants, and business incentives. These “policy enablers” use smart algorithms to match eligible applicants with applicable benefits automatically, embodying the concept of “no visit required, benefits received”—a model that supports both businesses and residents.
Cultural Intelligence: Infusing Heritage into Service Design
What truly sets Dunhuang apart is its commitment to merging cultural heritage with technological advancement. The city’s administrative service centers now incorporate elements of Dunhuang’s iconic cave art, with wall designs inspired by the flying apsaras (celestial dancers), creating immersive public spaces.
In recognition of this unique blend, Dunhuang has launched a community service unit known as “The Flying Apsaras Concierge Team.” Staffed by trained civil servants, the team combines AI tools with human judgment to assist individuals, especially small business owners and cultural entrepreneurs, in navigating complex regulations. The name itself reflects the city’s effort to humanize digital interaction by drawing on local cultural symbolism.
According to Zhu Jianjun, Mayor of Dunhuang, “We are not only custodians of history but also pioneers in service innovation.” This philosophy underpins the city’s transformation into a culturally intelligent smart city, where heritage is not a barrier to progress but a source of inspiration.
Building Trust Through Transparent Credit Systems
An essential component of Dunhuang’s governance model is its emphasis on credit-based public administration. As part of a broader project to establish a “Silk Road Culture-Based Credit City,” the city introduced a distinctive public credit symbol called the “Nine-Colored Deer” (Jiuse Lu), inspired by Buddhist Jataka tales and local iconography.
This credit system operates on a “One Code Knows Credit” model, where individuals and businesses receive credit scores based on compliance, transparency, and social contribution. The scores are visible through a QR code accessible via mobile devices, enabling real-time verification of creditworthiness.
To further embed this system in daily life, Dunhuang has developed a “Credit Demonstration Night Market,” where vendors earn higher visibility and customer trust by maintaining good credit records. This practical application promotes accountability and encourages ethical behavior, setting a precedent for other Chinese cities aiming to transform informal economies into structured, trust-based sectors.
Measurable Results and National Recognition
The integration of AI and cultural intelligence has yielded tangible results. In September 2023, Dunhuang achieved a national ranking of 6th in city credit monitoring and secured the top position among Western Chinese cities. This success reflects a broader shift from compliance-based governance to service-oriented, citizen-centric models.
Experts suggest that Dunhuang’s model offers a replicable blueprint for other cities with strong cultural identities. By aligning digital transformation with heritage preservation, it demonstrates that innovation does not have to come at the expense of tradition.
Key Takeaways for Smart City Development
Dunhuang’s experience highlights several best practices for modernizing governance:
AI as an Enabler, Not a Replacement: Automation should enhance human service, not replace it.
Cultural Context Matters: Integrating local symbols and narratives improves public trust and engagement.
Transparency Drives Trust: Clear, accessible credit systems promote civic responsibility.
Sector-Specific Implementation: Tailoring technology to different domains (like agriculture or tourism) ensures relevant impact.
For cities looking to innovate, Dunhuang’s journey suggests that the path forward lies not in choosing between technology and culture, but in synthesizing both into a cohesive, intelligent administrative identity.
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