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Deepening the reform of “Maximum One Visit Service Procedure”

The first meeting of the reform commission of CPC Zhejiang Provincial Committee called on the whole province to carry out the reform of “Maximum One Visit Service Procedure” to the end on December 10, 2018.

This appeal, coupled with the implementation of the long-term mechanism for serving for the livelihood issues over more than a decade, insists on making people’s sense of fulfillment more substantial, more secure and more sustainable through reform.

This appeal is inspiring, aiming at leading the whole province to use the reform of “Maximum One Visit Service Procedure” an a leverage to stimulate reforms in various fields, at building a service-oriented government that the people are satisfied with, and at promoting the modernization of the governance system and the governance capacity.

The reform of “Maximum One Visit Service Procedure” was launched to provide one visit services for both people and enterprises in their life span in 2019, and meanwhile it was promulgated to public services, public places, social governance and other fields. With the shift of the concerns of livelihood from quantity to quality, from tradition to new type, and from material to spirit, Zhejiang is constantly deepening the reform of “Maximum One Visit Service Procedure”, fulfilling the promise of“continuously satisfying the people’s growing needs for a better life”.

Sticking to the people-centered orientation

The reform is designed to meet people’s needs. The reform of “Maximum One Visit Service Procedure”is regarded by the people in Zhejiang people as the most significant livelihood issue.

Since it was officially proposed in December 2016, this reform has been always adhering to the requirements of promoting the efficiency of the government authorities that Comrade Xi Jinping vigorously advocated when working in Zhejiang, and to the people-centered development. In the past three years, this reform has benefited both enterprises and the public in Zhejiang.

In May, this year, Lin Huijie from Qingtian completed the retirement procedure with a click of the mouse in the office. However, Wang, her colleague, who retired five months earlier, visited seven departments to submit seven materials in person.

What makes government service so smooth is the “one issue” reform. Zhejiang has developed 24 “one issue” in 9 stages of the whole life cycle of each person from birth to death, including schooling, employment, marriage and giving birth, and retirement, and promoted the implementation of more than 30 key reform projects in the field of people’s livelihood.

This reform broke through the traditional reform from the perspective of the authorities and formed a new approach based on the perspective of the people. This is true for all the reforms of “Maximum One Visit Service Procedure”: firmly based on the value orientation of the people-centered reform.

To persist in taking the people as the center, we must allow the people to participate in the reforms, to benefit from them, and to be satisfied with them.

With the introduction of cloud management called “smart management”, Zhizunong Community in Xiacheng District, Hangzhou has been transformed from an old residential area with poor facilities and dirty environment to a modern and happy home this year. Xu Liqiong, secretary of the Party Committee of the community, said that the key is the active participation of the residents, who not only collectively agreed on the five key aspects to be transformed, but also enthusiastically participated in maintaining the community order during the construction. This participation is “very helpful”.

The community is the “last mile” of urban governance. In the past few years, the “critical minor issues” such as garbage classification and the installation of elevators in old communities have been on the list of issues closely related to people’s livelihood in various places. This year, Hangzhou has been piloting the “Maximum One Visit Service Procedure” renovation of the old community, and plans to renovate about 950 old residential areas by the end of 2022. In this process, the participation of the general public is essential.

The support of the general public is the driving force for the resolution of the hot and difficult issues in the course of the “Maximum One Visit Service Procedure” reform.

During the National Day this year, Hangzhou East Railway Station faced a great challenge of transporting 2,554,000 passengers, an increase of 13.2% year-on-year. This made it the busiest railway hub in the Yangtze River Delta. But what surprised the passengers was that Hangzhou East Railway Station was not as crowded as it was in previous years, thanks to the advanced technologies which enable the passengers to transfer directly from the high-speed train to the subway and to go the the toilet without queuing, and which enable the cars to go out of the parking lot instantly. All this indicate that Hangzhou East Railway Station is on the verge of becoming the “future transportation hub”.

Hangzhou East Railway Hub is one of the largest transportation hubs in Asia. Before it was “operated”, the relevant departments also hesitated: is it necessary to have a try on another station with less flow of population? However, a consensus was reached immediately: the focus must be on solving the difficult problems related to the people’s livelihood and this “hard nut” must be directly cracked. This implies the extension of the reform of “Maximum One Visit Service Procedure” into the public places.

Theory is the precursor to practice. Adhering to the original aspiration and mission of the people as the center, the reform of “Maximum One Visit Service Procedure” is becoming the “golden key” to the promotion of the modernization of governance system and governance capacity in Zhejiang.

The building of systems

Greater efforts have been made to improve the long-term mechanism.

The power of the system lies in its function of ensuring the orderly governance.

The idea of seeking “long-term effectiveness” in “effectiveness” runs through Comrade Xi Jinping’s deployment of people’s livelihood during his work in Zhejiang. He pointed out that the system is fundamental.

In the past 15 years, CPC Zhejiang Provincial Committee and the People’s Government of Zhejiang Province have continued to improve the system and mechanism of people’s livelihood by making great efforts successively generation after generation.

On New Year's Day this year, the “Regulations on Guaranteeing the Reform of ‘Maximum One Visit Service Procedure’” was officially implemented. This is the first comprehensive local regulation in the field of reforms to streamline administration, delegate powers and improve regulation and services in the country, approving the phased innovative results and explorations worth promulgating in the legislative sense and providing strong judicial guarantees for these results and explorations.

“The tide of reform rushes forward.” On the first working day after the Spring Festival this year, an article entitled “Reform in Zhejiang” was published as the first article on the first page of Zhejiang Daily. This article focuses on a newly established department in Zhejiang: Reform Office of CPC Zhejiang Provincial Committee (Office of the Reform of “Maximum One Visit Service Procedure”).

Deepening the reform of the Party and state institutions is a unified action to promote the modernization of the national governance system and governance capacity. The establishment of the provincial reform office in Zhejiang Province is meant to systematically and vigorously promote the Reform of the “Maximum One Visit Service Procedure” to spread into all the economic and social aspects comprehensively

In the past year, rewarding results have been achieved in various fields intended for the public and enterprises, whether government services, consultation and complaints, or law enforcement supervision, and whether intermediary services, financial services, transportation and travel, or water, electricity and gas utilities.

“There is really no need to leave the village for government service.” In May this year, the community’s “Red Station” reissued the lost one-child certificate for You Weiling, a resident of Chunze Community in Luqiao District, Taizhou City. This small comprehensive service station has undertaken eight categories of 30 convenience and volunteer services delegated or commissioned by higher authorities, covering 96 villages (communities) in the district.

Miao Yan, deputy director of the Organization Department of Luqiao District Committee, said that with powers delegated to the grassroots and regional resources planned overall and shared, the reform of “Maximum One Visit Service Procedure” is profoundly transforming the functions of grassroots organizations, considerably improving the ability of serving the general public at the grassroots level.

At the beginning of this year, the “Maximum One Visit Service Procedure” WeChat public account sponsored by the Reform Office of CPC Zhejiang Provincial Committee and co-organized by Zhebao Group, was officially launched, providing the general public with a regular platform to pay close attention to reform trends, to give suggestions reform decisions, and to promote the implementation of reform.

Since its operation, the platform has attracted more than 200,000 users, and has carried out many activities in the government service center. Particularly, in the three days since the online launch of the service promotion activity in Hangzhou East Railway Station, 181 effective suggestions were received, which led the relevant departments to formulate a reform plan containing 15 key projects. Meanwhile, the “Maximum One Visit Service Procedure” reform in public places was triggered in Quzhou, Jinhua, and other places.

The system of standardization is an important guarantee for the formation of a long-term mechanism for the “Maximum One Visit Service Procedure” reform and for its long-term effects.

At present, the province has sorted out 1,925 main items of provincial, city and county affairs, formulated a series of action plans named “10+N” for the optimization of the business environment, and built a constantly renewed standard system consisting of 9 provincial local standards and 29 municipal local standards. “Is this work standardized?” became the “catchword” of the participants of the “Maximum One Visit Service Procedure” reform in Zhejiang.

Digital governance

Big data boosting intelligent services

Big data has a lot to do to improve the level of modernization of state governance, and to guarantee and improve people’s livelihood.

"What kind of ‘Maximum One Visit Service Procedure’ issue do you enjoy?” “Do you have any good suggestions?”... On October 21, a network questionnaire on the “Maximum One Visit Service Procedure” reform was released, attracting nearly 100,000 netizens to participate within 5 days.

How to accurately identify people’s needs at a lower cost is a common problem faced by public management practices in all countries around the world. Yu Jianxing, dean of the School of Public Administration of Zhejiang University, said that Zhejiang should seize the opportunity of the “Maximum One Visit Service Procedure” reform using digital technology, to further optimize the demand identification algorithm to cover more complex public governance fields and thus to provide scientific reference for public decision-making.

How to better “manage”? How to better “serve”? In Quzhou, the pilot place of the “Maximum One Visit Service Procedure” reform, modern information technology has become a “trump  card” for the local government to deepen the “Maximum One Visit Service Procedure” reform  and to optimize the business environment.

Quzhou improves the precision of government services through big data and realizes intelligent navigation for services. Wang Xin, a new citizen in Quzhou, tried “mobile service” for the first time, successfully applying for insurance registration for the freelance in less than two minutes. He said excitedly that “it is as convenient as online shopping”. In the three years since the implementation of the “Maximum One Visit Service Procedure” reform, Zhejiang drew on modern information technology and information platform to successively launch high-tech services including “simplified service through ID card”, “face identification without ID card”, “hand-held mobile service”, and other services” which cover food, clothing, housing and travelling to entrepreneurship and innovation. Only through the “Service in Zhejiang” mobile APP can 420 convenience services be provided, such as inquiries about social insurance, entry and exit endorsement, and water, electricity and gas payment.

Using data to drive the transformation of governance is also a major strategy for the reform of the “Maximum One Visit Service Procedure”. This reform adheres to the methodology, the superiority theory and the innovation theory of “Double Eight Strategies”, completing the “key leap” forward in deepening the government’s own reform in Zhejiang

All localities of Zhejiang are actively promoting the building of “smart government”, to make governance decisions more scientific, services more refined, and regulations more effective. In Hangzhou, the “urban brain” is available 24 hours a day, analyzing the traffic conditions in time and making decisions in time. This helps to reduce the travel time in the pilot area by 15.3%...

Putuo District, Zhoushan City, extended the concept of “Maximum One Visit Service Procedure” to the grassroots social governance, by building a comprehensive social service center in an innovative manner. This center houses 15 departments which settle the largest number of conflicts and disputes, as well as 12 professional and industrial mediation organizations. People can solve their problem only by visiting one service window. Since 2018, the center has solved a total of 78,000 conflicts and disputes, of which 96.5% have been settled through “Maximum One Visit Service Procedure”, with the satisfaction rate of the public reaching 99.2%.

The reform, called “Maximum One Visit to an Authority”, was grandly introduced at the Zhejiang special press conference to celebrate the 70th anniversary of the founding of the People’s Republic of China. Thus, “Fengqiao Practice” was once again upgraded in Zhejiang.

The Big data is like the “Eagle Eye”, helping to build a transparent government. At present, all localities of the province are making new efforts to be committed to provide substantial services. The big data secures the establishment of a dynamic tracking mechanism for people’s livelihood, ensuring the success of each livelihood issue.

Decision-making, management, and services based on data to maximize the benefits of the reform has become a new mission for people in Zhejiang .

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