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Zhejiang government services reform towards digitalization, networking and intelligence

"Visit us only once--it is our bottom line; visit us online--it is the normal practice; visit us many times—only on rare occasions". Taking advantage of the Internet, the “maximum one visit service reform”, once considered impossible for the people and enterprises, has become a lucky reality in the government services for 57 million Zhejiang people.

From the application and improvement of technology, to the innovation of government governance philosophy and service mechanism, from "four lists and one web" to "maximum one visit" service reform, Zhejiang's government services are being stamped with more and more distinctive features of the time: digitalization, networking, intelligence and in-depth opening and sharing.

The digital transformation of the government is bringing more and more convenience to the people and enterprises of Zhejiang.

Shaping new service philosophy

Taking advantage of data

All for the convenience of the people

On May 6 this year, the Report on the Construction and Development of Digital China (2018) was released. In the report, Zhejiang ranks first in the country in the information service application index for "Internet + government services".

Zhejiang government service has “hit the web” for a long time. In 2014, Zhejiang was the first in the country to put forward "four lists and a web", thus launching a reform for "Internet + government services". On June 25, 2014, Zhejiang government service network was officially put into operation. Since 2016, with the introduction of the "maximum one visit” service procedure reform, which has become a "golden name card" of Zhejiang, it has become a clear goal of Zhejiang to promote the digital transformation of the government services.

For this, an official from the Reform Office of the CPC Zhejiang Provincial Committee has a word to say: "if the information system between different departments were not connected, there would be no way to really reduce materials and procedures. For some necessary materials, it would be too much trouble for the people to provide by themselves, and it would be a waste of manpower for the staff to copy and deliver them. To really solve the problem, we need to make good use of online data, so that we can run through all the procedures online. "

“With the help of the Internet, many convenient reform measures have gradually become a reality," said an official from Zhejiang Big Data Administration. By building a "whole government", we have achieved communication between the data islands of different departments.

On October 8 this year, Xu Xiaoqing, a staff member of the Quzhou Administrative Service Center, was taking his time to handle business registration, transportation, health and other businesses involving different departments for the visitors. "I am now able to handle 968 issues in 35 departments all by myself. People need to visit only once," said Xu Xiaoqing. "At present, “one window for all procedures” service has been achieved throughout the whole province. Thanks to the continuous sharing of data, we can complete multiple tasks on the computer system."

By the end of 2018, Zhejiang Government Affairs Service Network has achieved communication between service systems of 85 provincial departments and 275 municipal and county departments, with more than 28 million registered users. The province's unified license database, population database, legal person database and credit database have been established, and the data sharing system under unified control of the provincial and municipal departments has been basically completed. In 2018, the number of shared data calls on provincial public data platforms reached 180 million times, 14 times of the total in 2017.

A new life style for the people

Handling things on mobile devices become a trend

In May this year, Wang Shenggang, who has been working in Jiangxi Province, came to Longyou County Administrative Service Center to consult about starting a company. Under the guidance of a staff member, he downloaded and opened the "Zheliban" App. After inputting relevant information, he got his business license within half an hour.

He was benefiting from the increasingly powerful "Zheliban" App. In recent years, aiming at becoming "a province of mobile service", Zhejiang has vigorously promoted the mobile Internet government service. Based on the original "Zhejiang Government Service" App launched in 2014, it has optimized and launched the "Zheliban" App to comprehensively promote the "online office" and "mobile office". At present, "Zheliban" has integrated more than 400 convenient service applications such as "social security fund inquiry", "health insurance card application", "real estate ownership certificate", with an average daily visit of more than 14.5 million times.

According to an official from Zhejiang Government Affairs Service Network, Zheliban can greatly simplify the needed materials through the continuous sharing of data from all levels of government departments, and through sharing on the platform, people no longer need to submit materials repeatedly.

With more and more affairs handled at "online office" and "mobile office", fewer and fewer people came to the window to handle business.

Ms. Xu, a mother who works in Hangzhou but has registered permanent residence in Fuchun Sub-district, Fuyang District, has something to say. She has just given birth to a second child. According to the previous regulations, she would have to take relevant certificates to Fuchun Sub-district Office for birth registration. "But I usually work in Hangzhou, so I need to ask for leave to register for birth." In May this year, when she learned that she could "do it at the Mobile office", Ms. Xu sat on the sofa at home and opened "Zheliban" with her mobile phone. Within just five minutes, she completed the birth registration procedure for her second child. The next day, she received an electronic "birth registration service form" on her mobile phone from the District Health Bureau.

In August this year, typhoon "Lekima" hit Zhejiang Province. Before that, Zhezhengding, the unified government online office system of Zhejiang Province, had gathered all the information about the typhoon. In addition to the typhoon situation map, traffic information and other contents, the flood control departments can also receive the flood feedback from the front line at any time on "Zhezhengding " while effectively issuing the typhoon prevention instructions.

Zhejiang Province has built a command platform for typhoon prevention and natural disaster risk mitigation on "Zhezhengding" Mobile Office. When the typhoon comes, all relevant personnel can receive the information from the front line and the instructions from the leaders, and take action at the first time.

The high efficiency and immediacy brought about by the Internet makes "Zhezhengding" a magic tool for Zhejiang to build a "Province of Mobile Office". As of September 2019, the app has covered five level organizations, namely, provincial, municipal, county (city, district), township (town, street), and village (community), with 1.21 million active users, 0.7 million daily active users, 0.26 million organizations, 0.25 million working groups, and more than 720 mobile applications.

The wide use of "zheliban" and "zhezhengding" is an epitome of Zhejiang becoming a "Province of Mobile Service" and a "Province of Mobile Office". By making effective use of the data, the citizens and the enterprises may save time by visiting only once or doing it online at home, which has greatly improved the efficiency of government departments and accelerate the digital transformation of the government.

New functions

Aim at more issues concerning people’s livelihood

This summer, Chen Youchu, a villager in Dongcun Village, Shaxi Town, Xinchang County, received a notice of "urgency" for the balance of electricity charges. So he went to the Convenient Service Agency in the village, and with the help of Yu Weili, an agent, he quickly completed the renewal formalities. For Chen Youchu, who used to take a bus for more than one hour to the town to pay the fees, it's a pleasant surprise that he can handle it nearby.

As Xinchang is a mountainous county where villages scatter here and there, it is not easy for the villagers to visit the town hall to get things handled. For this reason, Xinchang has especially developed system which enables the villagers to handle things without leaving the village. Through an online “village-town-departments” three-level linking mechanism, nearly 200,000 villagers can handle relevant matters nearby within a 10-minute drive.

With the help of the shared data on the Internet, many affairs covered by the “maximum one visit” reform need only "one visit to nearby service terminals" or need "no visit at all". Throughout the province, thousands of 24-hour self-service terminals are distributed in communities or along the streets. Simply by placing their ID card on a machine for identification, the villagers can handle more than 100 matters by themselves.

"User driven products are an embodiment of Internet thinking. And in terms of our specific work, we must do what the people call for," said an official from the Reform Office of the Provincial Party Committee.

In the first half of this year, the "maximum one visit" service procedure reform extended to public places, to Hangzhou East Railway Station at first. The Reform Office specially launched the "golden suggestions wanted" activity at Hangzhou East Railway Station to seek advice from the passengers through WeChat pulic account. Within only three days, they received 181 effective suggestions from 19 provinces and cities including Zhejiang, Beijing, Shanghai and Guangdong.

On May 28, Hangzhou East Railway Station launched a system that enabled the drivers to "leave first and pay later"; From September 25, if you transfer to the subway after getting off the train, you may be exempted from the security check"... Reforms came into being one after another to change people’s way of doing things through the Internet.

In the sphere of education, as of June this year, students at 6,636 schools can “scan the code to pay tuition", and can apply for 12 certificates on mobile devices, including achievement certificates and certificates of academic qualifications at high schools.

In the medical field, in the first half of this year, the outpatient intelligent settlement rate reached 75.27% at provincial and municipal hospitals, the ward intelligent settlement rate reached 65.58%, and the average queuing time at provincial and municipal hospitals decreased from 8.26 minutes to 2.83 minutes in peak period.

In the field of culture, tourism and sports, electronic tourist guide has been used at 60 key scenic spots and featured towns, and the navigation of toilets and more than 300 B&Bs in the province has also been integrated...

A single flower does not make spring. With the continuous progress of Internet technology, the "maximum one visit" service reform is covering more and more aspects of people's livelihood. The Internet, which has brought about many new ways of doing things and living, is constantly turning people's imagined intelligent life into reality. From the digital transformation of government services, 57 million Zhejiang people are enjoying the convenience and ease brought by the Internet.

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