In recent years, Haiyan, a county under Zhejiang, has deepened reforms to enhance the value-added efficiency of government services through digital technologies, transforming its “small government service windows” into “grand ones” that benefit businesses and residents alike.

The Government Service Center of Haiyan has actively built a service environment featuring “instant responses, cross-regional collaboration and full-process follow services”, strengthened partnerships with authorities of Pinghu, Shanghai, etc. Based on the first 87 accessible online processing services, the Center has added another 28 accessible services. Additionally, it has established in an innovative way a virtual service window online, i.e. Yangtze River Delta “One-network” Service Platform, to provide local businesses and residents with the same high-quality services as real service windows.

For the services to enterprises, the Center employs a “closed-loop problem-solving mechanism” to categorize and address enterprises’ problems. It can collect and categorize their problems accurately and deliver them to the targeted service windows to ensure they are accepted, reviewed, notified in one-time way, and addressed within one day for simple problems, two days for complex problems and five days for challenging problems.

By reducing documents and optimizing approval processes, the Center has significantly boosted work efficiency and reduced enterprises’ costs. Take the administrative examination and approval of the commencement and completion of a construction project, the Center has required 20 fewer documents on average for this project, shortened over 30 days for its construction process, and made its “first-pass success rate” for specialized inspections surge from below 30% to 100%.

To assist some residents unfamiliar with the online system, the Center offers “one-on-one guidance” via phones or video calls to ensure they can use the system in one go. Leveraging service platforms like “Haiyan Yueqi” and “Public Service Platform of Zhejiang”, the Center has launched innovative services such as “Smart Online Application for Driver’s License” and “Excellent Police Assistant”, which integrate 21 high-frequency service items for mobile processing and approving to let the data do the walking so that people can run fewer errands for government services.

From people’s “running one errand at most” to “running no errand” for government services, digital technologies have reshaped government service modes. This year, the Center will coordinate efforts to advance “One-stop Government Service Modes” for key issues and deepen more high-demand reforms aligned with public and business needs, which will transform “small service windows” into the “grand” ones for writing a new chapter in serving the people.