The Information Office of Shanghai Municipality held a press conference today (October 17). Chen Jing, secretary general of the Shanghai Municipal Government, introduced the progress and major achievements Shanghai has made over the past year since the official launch of the general portal of one-stop administrative service. Zhu Zongrao, deputy director of the General Office of the Shanghai Municipal Government, Lu Dong, deputy director of the Shanghai Public Security Bureau, Zhong Jingqiu, deputy director of the Shanghai Finance Bureau and Peng Wenhao, deputy director the Shanghai Market Supervision and Management Bureau, were all present at the conference and jointly took questions from the reporters.

The “One-stop Service Platform” is an important measure to build a service-oriented government and deepen the reform to delegate power, improve regulations, upgrade services and better serve the people. During the national “Two Sessions” in 2018, Shanghai took the lead in proposing the “One-stop Service Platform” reform, and issued the “Work Plans for Promoting the ‘One-stop Service Platform’ to Accelerate the Construction of a Smart Government” on March 30 of that year. On April 12, the Municipal Big Data Center was launched. On October 17, the general portal of the “One-stop Service Platform” was officially launched, and today marks its first anniversary.

The Party and state leaders are very concerned about Shanghai’s “One-stop Service Platform” reform. In November 2018, when General Secretary Xi Jinping visited Shanghai, he pointed out that Shanghai should optimize its government affairs service and promote the “One-stop Service Platform” to achieve tangible results. In July 2019, when Premier Li Keqiang visited the Municipal Big Data Center, he emphasized that improving government services through the use of big data is the main content in deepening the reform to delegate power, improve regulations, upgrade services and better serve the people.

The main leaders of the municipal Party committee and the municipal government attach great importance to the “One-stop Service Platform” reform. On April 3, 2019, the city held a conference to accelerate the work of the “One-stop Service Platform.” Shanghai Party Secretary Li Qiang and Shanghai Mayor Ying Yong attended the meeting together and put forward clear work requirements that the city’s various departments should further unify their ideas and efforts to boost the “One-stop Service Platform” reform.

The general portal of the “One-stop Service Platform” has been officially in operation for one year and Shanghai has been focusing on strengthening the top-level design. It has successively issued the “Management Measures for the Shanghai Municipal Public Data and ‘One-stop Service Platform’,” “Interim Measures for the opening of Shanghai Municipal Public Data” as well as a series of supporting documents. At the same time, it focuses on promoting joint efforts of the front-end and the back office; continuously reforms the administrative approval system; and continuously strengthens the construction of the technology platform and builds a solid technical support system. Thanks to the joint efforts of all involved parties in the city, the “One-stop Service Platform” reform has been vigorously promoted in an orderly manner with tangible preliminary achievements.

First, the city will vigorously solve the problem of dispersed government services, and promote the transition from “finding the department” to “finding the overall government.”

The service capability of the “network of all services” platform is the basis for realizing “entering into a network, all can be handled.” Relevant departments adhere to the demand-oriented and effect-oriented principle, constantly optimize and improve the platform functions, and basically realize that the government service can be obtained on one network or on one service desk.

After unremitting efforts, the social benefits of the “network of all services” platform have gradually expanded. At present, the total number of registered users has exceeded 10.08 million, of which registered households account for 4.89 million, constituting 33.8% of the total registered population of the city; the number of registered corporations exceeds 1.99 million, accounting for 92% of the total number of registered corporations in the city. The cumulative services provided by the platform have exceeded 24.89 million, of which cases that can be solved in one time is 13.771 million, accounting for 55.32% of the total. The number of active users of the “Suishenban” app was 3.12 million, accounting for 30.95% of the total number of users.

Services provided by the “network of all services” platform have been continuously enriched. At present, the platform has access to 2035 government services, achieving full coverage of administrative examination and approval matters, and continuously enriching public services and other administrative power matters. Among them, 1,400 items have whole process network management capacity, accounting for 68.80%; 1839 items can be solved once, accounting for 90.37%.

The function of the “network of all services” platform has been continuously improved. It has integrated three major payment channels, WeChat, Alipay and UnionPay, to dock 47 items, and accumulated fee totaled over 1.18 billion yuan. Conduct in-depth cooperation with EMS and SF, have the ability to send materials for 1,142 items, with a total of 896,000 mails. Continue to deepen the APP construction, include 637 high-frequency items, suitable for handling on the mobile side, and continue to optimize the user experience.

The “network of all services” platform expands coverage. Shanghai, Jiangsu, Zhejiang and Anhui provinces worked together to create a “network of all services” platform column in the Yangtze River Delta, and launched the first regional government service “network of all services” flagship store. At present, 164 lines of special windows have been opened in 18 cities, and 51 items have been handled across provinces. The total number of network operations in the Yangtze River Delta is 1.7 million, and the number of offline windows is 729. The regional integration effect of government service is gradually emerging.

Second, the city will transform its business processes and promote the change from “department-centered” to “user-centered.”

Business process transformation is the key to achieve “one network, handle all the issues.” In the past one year, Shanghai set a goal of achieving high efficiency, with “double halving” (halving the time for administrative examination and approval and halving the number of submission materials) and “double 100” (promoting 100 business process optimization and projects and the newly-added 100 personal matters are handled by the whole city). In order to grasp the chance, the city will fully promote business process transformation and effectively improve the sense of satisfaction of the citizens.

The city will firmly promote the work of “material reduction” and “time limit reduction.” Four types of materials are not required to be submitted, which are “certificate materials without legal and regulatory basis,” “materials that can be verified by data sharing or network examination,” “licenses that can be obtained through electronic certificate library” and “materials can be solved through the way of notice and confirmation.” At present, the number of Shanghai’s approval materials has reached 50.5 percent and 100 items have achieved “zero material submission”; “time limit reduction” has reached 59.8 percent and all of the annual targets have been completed.

The city will focus on key points and promote business process transformation. This year, Shanghai will focus on the 100 issues which are highlighted by the public and involve cross-departmental and representative projects. Shanghai will focus on promoting the reduction of procedures, time, materials and movements to ensure that the public can enter the network, run once and solve the problem. At present, 88 of the 100 items have clear reform plan, 46 have been prepared to implement, and 6 have been completed, which greatly simplifying the process of citizen and business operation.

The city will continue to promote the work of decentralization. Shanghai will further cancel and adjust administrative examination and approval has been decided by the municipal government to cancel 15 items and adjust 2 items. In the near future, 17 items will be canceled and 2 items will be adjusted. The city will standardize the World Bank’s standards and further optimize the business environment, including obtaining electricity, starting a business, handling construction permits, registering property and cross-border trade. The company’s working time was shortened by 40 percent on the basis of a 50.2 percent reduction last year. Around the point, the formalities were reduced by nearly 50 percent on the basis of a 30.8 percent reduction last year.

Third, the city will address the problem of data integration and sharing, accelerating the transformation from “people walk” to “data walk.”

Data integration and sharing is key to realizing “one-stop service for Shanghai government affairs.” In the past one year, relevant departments gathered isolated data and let them flow in a connected way to make things easier for people.

Accelerating data sharing. Shanghai has established one city-level and 16 district-level data-sharing and data-exchanging platforms to realize accumulated 515 million times of data sharing and data exchanging with 3.04 million uses of national data. Through data sharing, Shanghai further streamlined requirements for filling various application forms to reduce unnecessary proof and let “data walk”.

Accelerating the collection and application of electronic licenses. More than 77 million electronic licenses of 200 kinds have been collected and stored. Companies or people can directly use their electronic licenses if they work online; if they go to offline outlets, they can show the electronic licenses through an app to get exempted from printing or copying the paper licenses. Shanghai also offered “online certification” to provide 22 categories of frequently demanded electronic certificates. So far, data bank for electronic licenses and certificates has been used for 40 million times with average daily visits of 400,000. Altogether 600,000 electronic certificates have been issued.

Besides, Shanghai actively accelerated the social application of electronic licenses and certificates. It has been piloted in areas like traffic law enforcement, hotel check-in and some services sectors. Starting September, people can handle traffic violations and accidents by presenting electronic driving licenses in case of traffic police road inspection. The use of electronic licenses and certificates has been appreciated among people.

Fourth, the city will improve the smart level of government affairs, and promote the transformation from “residens seeking for services” to “services locating the residents.”

To make civil affairs more accessible and the experience more smooth is a fundamental target for one-stop services.

Relevant government departments are using big data resources to provide personalized, accurate, targeted, active and intelligent civil affairs services to users in a timely manner. For example, a notification will be sent to users if their ID cards or relevant credential would soon become expired. After six months when a temporary residential permit is given, a notification will also be offered for residents to apply for a long-term residential permits. The application process can be completed online and the permit would be made ready within 15 working days, and it will be delivered through courier service when completed.

The city is also accelerating the realization of online and offline integration, standard and service integration for a wide range of civil affairs.

This year, a total of 177 new items were added to the one-stop platform which can be accessed all over the city, and the total number reaches of 364 items, which has already exceeded the annual target.

In the city, a “comprehensive window” mechanism of “one window acceptance, classification approval, and one-stop license collection” has been implemented. For example, Xuhui District integrated the original 83 professional acceptance windows into 18 “one-stop acceptance” comprehensive windows, and the service window's personnel now also become “general practitioners” instead of “specialty doctors,” and the waiting time of applicants went down by an average of one third.

For example, the Municipal Public Security Bureau has also set up a “comprehensive window” for 106 police stations in the city, which can handle 43 types of civil affairs including entry and exit, traffic, public security and population management.

An evaluation mechanism for civil affairs services has also been introduced, where residents have the final say of their level of satisfactory of civil services, so that it becomes an open platform that gathers the public comment for government services.

Up to now, a total of more than 210,000 evaluations and comments have been received, including 1,900 reviews that say they have an unsatisfying experience. Each negative review has been carefully analyzed and processed in time as an important basis for future improvement work.

The “One-stop service" is not only an important component of Shanghai's civil affairs service, but also an important measure to optimize the business environment and enhance the city's competence level and core competitiveness.

In the next step, Shanghai will continue to adhere to the user-centered mindset, to push forward a deeper reform and innovation, to strive for business process reshuffling, and at the same time put more emphasis on data sharing applications and more convenience services for corporate and residents. In the future it will drive further improvement and continuous efforts to push the “one network through” reform deeper, and the “one-stop service” as a brand will be better known, as Shanghai continues to enhance the level of satisfaction of the citizens and stakeholders in the market.