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Chinese city launches one-stop shop for citizen services

By integrating government functions and services, the city of Xi’an is enabling more than 70 per cent of services to be processed through a single office.

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The offline and online programme aims to tackle inefficiencies in city service delivery
The offline and online programme aims to tackle inefficiencies in city service delivery

The city of Xi’an, capital of China’s western Shaanxi province has launched a one-stop civil service programme which enables government departments to share databases and avoids the need for citizens and companies to repeatedly submit documents.

 

The Xi’an Municipal Government claims the online and offline programme will reduce requirements for documents by 60 per cent. It forms a key part of Xi’an’s wider smart city project.

 

Integrating government functions

 

The programme aims to deliver time- and cost-saving services by boosting the data and information flow, lowering communication barriers and eliminating information isolation across government sectors.

 

By integrating government functions and services, more than 70 per cent of city services can be ordered and processed through a single office, eliminating the need for citizens to submit documents to different departments.

 

"We’ve launched this programme to tackle the problems of slow response times and inefficiencies of city service delivery," said Bo Wei, deputy director of big data source and management bureau of Xi’an.

 

"By solving internal workflow issues, we can create a one-stop civil service experience, which will be a model of smart administrative process and a crucial element of Xi’an’s larger smart city project."

"We’ve launched this programme to tackle the problems of slow response times and inefficiencies of city service delivery"

Xi’an has established a central hub for data storage, exchange, sharing and use, creating a fast and efficient system for data-sharing, document verification and service pre-ordering and processing.

 

A one-stop city services app was released in March as a hub for more than 500 of the city’s most popular services. In addition, self-service machines and mail boxes will be deployed in crowded areas, enabling 24-hour document reception as well as service ordering and delivering.

 

The app will connect to a national and provincial administrative service platform by the end of the year to form a one-government network between cities and surrounding communities.

 

To bring more convenience to citizens, the programme will apply a 15-minute service delivery standard at community centres and local administrative offices. Half of services can be ordered through community centres this year, with the amount set to increase to 70 per cent by 2020.

 

For people who need intermediary services, the Xi’an government will also introduce an online "intermediary service supermarket" on its administrative service network, further lowering regional boundaries to avoid monopoly issues in the industry. The approach is expected to create open, fair and just market competition with an agreed standard.

 

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