Combined with the implementation of the "Opinions of the General Office on Relying on the National Integrated Government Service Platform to Establish a Normalized Working Mechanism for Improving the Efficiency of Government Services" (Guo Ban Fa 2023 No. 29), from November to December 2023, 56 key cities (including municipalities directly under the Central Government, cities with separate planning, provincial capitals and some prefecture-level cities) carried out experiential evaluation of government service quality. The evaluation scenario is mainly based on "drug business license processing (issuance)", combined with high-frequency matters such as "public place health license processing", "resident temporary ID card processing", "social security card application" and "household registration migration", and the evaluation content includes four aspects: service guide, technical support, matter handling, and interactive communication. The evaluation results show that China's government service hardware equipment and standardization construction are generally good, but the soft service is not in place, and the application of intelligent technology is in the initial stage, and the next step needs to be combined with the implementation of the "Guiding Opinions on Further Optimizing Government Services, Improving Administrative Efficiency, and Promoting "Efficient Doing One Thing" (Guo Fa 2024 No. 3) to promote the accurate improvement of the quality of government affairs.
Finding 1: **Government service quality score 84With 78 points, East and South China performed well.
In 2023, the government service quality score of 56 key cities in the country will be 8478 points. Among them, the technical support score is high, 9465 points, 9174 points, 87 for interactive communication64 points, and the matter handling is 6442 points. Judging from the monitoring situation in recent years, the quality of China's government services is achieving a leap from "good" to "excellent", and the standardization and standardization of government services are constantly improving, especially in terms of technical support and service guidelines, but there is still a gap between the convenience of service and the needs of the enterprise masses. From the perspective of regional performance, East China has the highest score, followed by South China, and Northwest China has the lowest score, showing a gradual decreasing trend from southeast to northwest. The top performers in each region are Shanghai, Shenzhen, Wuhan, Beijing, Guiyang, Dalian and Lanzhou.
Figure 1 The quality of government services in seven regions.
From the perspective of the quality of government services in each city, the quality of government services in 25 cities is "excellent", the quality of government services in 27 cities is "good", and the quality of government services in 4 cities is "average".
Appendix 1 Distribution of government service quality in 56 key cities
Finding 2: The service guide is accurate and easy to obtain, and the pace of implementation of cross-provincial general offices is different.
The service guide is easy to obtain and accurate, and each city can accurately retrieve the service guide through fuzzy search, designated path search, mainstream search engine search, etc., and the accuracy and completeness of the content elements of the matter are better, and the basic list of "one thing at a time" has been implemented in all cities. The problems that still exist include: first, the performance of the first-class guide and assistant function of some urban government service networks is not good, and the response is not timely and the answer is not accurate enough. Second, the implementation of the "inter-provincial general office" task has been mixed, and the five cities have not included all the items in the new task list of the national government service "inter-provincial general office" in 2022 into the "inter-provincial general office" column, and some urban matters are incomplete, and the names of some matters are inconsistent between different cities.
Figure 2 Scores of specific indicators of the service guide.
Finding 3: The basic technical support is strong, and the practicability of intelligent customer service is insufficient.
The convenience, accessibility and effectiveness of the technical support of government services in each city are good, and they can be opened normally through more than two browsers, and the web page runs stably when searching for related matters, and the attachment information of related matters can be normal. The disadvantage is that the performance of intelligent support is not good, and the use of intelligent customer service consultation information cannot be used normally, and the answer is inaccurate, indicating that the current application of intelligent technology in the field of government services is still in the initial stage.
Figure 3 Scores of specific indicators of technical support.
Finding 4: The depth of online and offline integration is insufficient, and it is difficult to share and recognize materials.
Judging from the evaluation results, there are still blockages in the implementation of the whole process of online administrative examination and approval matters. First, the deep integration of online and offline is sufficient, and there is still a situation where "full online handling" matters need to be run offline. Taking the business license handling (issuance) of drug retail enterprises as an example, the government affairs services of 56 cities show that this matter can be handled online, but after consultation and mysterious unannounced visits, 30 cities (5357%) still need to be handled offline. The main reason is that the requirements for this matter are more complex and detailed, the application materials are professional and have more content, and the staff recommends submitting paper materials on the spot. The second is the problem of material sharing and mutual recognition. Taking the drug business license (issuance) as an example, there are only 26 cities (4643%) used electronic certificates in practice. The wide application of electronic certificates is mainly limited by the construction of sharing mechanism, cross-regional recognition, platform support and use security. Third, the service details affect the online service experience, such as the unclear reasons for the rejection of online submitted materials, the lack of guidance for material correction, and the poor experience of using the filling system.
Finding 5: The application of "good and bad reviews" results needs to be strengthened, and there are blockages in the effectiveness of consultation and complaints.
The establishment of the "good and bad reviews" system and the consultation and complaint handling mechanism is an important measure to establish a positive interaction mechanism of mutual trust, interaction and win-win between the first and the staff. The evaluation results show that all cities have established an interactive exchange mechanism, but there are two problems: first, the application of the results of "good and bad reviews" in some cities is not sufficient, which is reflected in the failure to publish the specific data of "good and bad reviews", the failure to publish the evaluation results, and the lack of publicity of the work process. Second, the smoothness and effectiveness of the consultation and complaint channels are not ideal, such as the consultation and complaint module cannot be opened, the content cannot be submitted, the reply is not timely, and the consultation is only informed or the clerk is allowed to contact and find by himself.
Based on the above analysis, combined with years of experience in tracking the quality of government services across the country, the Zero Point Count project team puts forward the following suggestions:
First, we will coordinate the construction and implementation of the standard system at a high level, and promote the development of government affairs at the same frequency across the country. In some cities, the implementation of the "inter-provincial general office" task is not in place, and the names of matters are inconsistent, reflecting the lack of construction and implementation of government service standards. It is recommended to continue to promote the standardization work from the national level, and on the basis of the full implementation of the management of the list of administrative licensing items, gradually incorporate service items into the list management, strengthen the refined management of the elements and content, such as the standardization of the text of the application materials for the "cross-provincial general office", the unification of the general format of the form, etc., and introduce intelligent means to carry out normalized special verification, so as to promote the development of local government services at the same frequency.
Second, accelerate the implementation of "large model + professional model" application scenarios and improve the level of intelligence in the whole process. The phenomenon that intelligent customer service cannot understand and answer correctly reflects that the application of intelligent technology in the field of government service is not yet mature. The recently released "Guiding Opinions on Further Optimizing Government Services, Improving Administrative Efficiency, and Promoting "Efficient Completion of One Thing" (Guo Fa 2024 No. 3) has clearly stated that it is necessary to explore the application of natural language large models and other technologies to improve the intention recognition and accurate answer capabilities of online intelligent customer service. National and provincial government service management institutions need to strengthen the application of "large model + professional model", focus on the high-frequency scenarios of the daily work of the enterprise masses, gather the capabilities of professional institutions in vertical fields, dispatch data in vertical fields, gather professional experience, pre-train a large number of proprietary models and continue to integrate, and finally improve the intelligent level of the whole process of government service perception, cognition, and disposal.
Third, establish a catalogue of classified problems, and build a smart discovery mechanism for government service blocking pain points. There are many departments, many evaluation channels, and a wide range of evaluation points involved in government services, which endows the service blockage with the characteristics of fragmentation and fragmented distribution, and it is difficult to realize the standardized management, continuous monitoring and development trend tracking of service blockages. It is suggested that at least at the provincial government service management level, establish a unified classification and dispatch directory of government service problems, and collect the opinions and suggestions of different enterprises and the masses such as "good and bad reviews", complaints and suggestions in the government affairs hall, "can't do things" window, and business environment evaluation results into a real-time database, and build a smart discovery mechanism for government service blocking pain points through big data modeling, so as to facilitate the dynamic processing, analysis, research and judgment of blocking problems, and help speed up the whole process of "acceptance, transfer, handling, feedback, and completion".
Fourth, focus on user experience and improve the ability of online and offline integrated services. In view of the lack of depth of online and offline integration, it is recommended that all localities carry out in-depth normalized enterprise mass service experience activities, focus on the high-frequency matters of poor business handling process feedback from employees, as well as complex matters with long handling processes, many materials required, and detailed review points, sort out the key pain points to be solved in each link of the online and offline process, fully respect and take care of the service needs and personalized service preferences of different types of groups in each link, and continuously enrich and improve the design of government service functions. Do a good job in the management of government service interfaces.
Fifth, strengthen sharing and coordination, and promote government services to a new level. The next step to improve the quality and efficiency of government services is inseparable from the full cataloging, efficient aggregation, overall management, and on-demand sharing of data resources. For the current problems faced by data sharing, such as online and offline non-integration, non-sharing between departments, and poor return of vertical management system data to local platforms, it is necessary to pay attention to three cross-collaborations: first, cross-service mode collaboration, relying on the background system to achieve offline service supply side traces, coordinate online and offline service data, and realize data sharing between different service models; The second is cross-departmental collaboration, taking advantage of the opportunity of the successive establishment of data management institutions in various regions to further rationalize the division of responsibilities for data sharing and promote the integration of cross-departmental business data; The third is cross-regional coordination, further clarifying the inter-provincial implementation of technical specifications at the national level, and increasing overall planning at the provincial level to supervise the continuous standardization of prefecture and city work.