Since the 18th National Congress of the Communist Party of China, important instructions have been given on digital construction and optimization of government services. The general secretary made it clear that it is necessary to fully implement the strategy of building a strong network country, widely apply digital technology to first-class management services, promote digital and intelligent operation, and provide strong support for promoting the modernization of the national governance system and governance capacity. As an important starting point for digital construction, after years of development, the reform of government services has entered the stage of cross-level, cross-regional, cross-system, cross-departmental and cross-business integrated collaborative services characterized by technology integration, business integration and data integration, and has played an important role in facilitating the business of the enterprise masses, promoting the transformation of first-class functions, and promoting the modernization of the national governance system and governance capacity. In January 2024, the "Guiding Opinions on Further Optimizing Government Services, Improving Administrative Efficiency, and Promoting "Efficient Completion of One Thing" (hereinafter referred to as the "Guiding Opinions") was issued, which made important arrangements for further promoting the quality and efficiency of government services and realizing "efficient completion of one thing" in more fields and on a larger scale, and put forward new missions, new requirements and new tasks to further improve the capacity and level of government services. Let's talk about a few points of understanding, understanding and learning experience.
Focus on "doing one thing efficiently" to improve the level of government services.
**The general secretary stressed that it is necessary to "better solve the problems of difficult, slow and complicated work that enterprises and the masses strongly reflect" and "bring better government service experience to the people". Premier Li Qiang has repeatedly put forward clear requirements for "doing one thing efficiently", and emphasized at the second plenary meeting that it is necessary to vigorously improve administrative efficiency, strengthen coordination and cooperation, and work together to tackle tough problems around "doing one thing efficiently", and constantly enhance the sense of gain of the masses and enterprises; In the fifth special study, it was emphasized that it is necessary to comply with the escalating needs of the masses and enterprises for government services, and introduce more good practices of "doing one thing efficiently", so that the masses and enterprises can feel the real changes every year. The promulgation of the "Guiding Opinions" adheres to the people-centered, starts from the perspective of enterprises and the masses, and transforms the important decision-making and deployment into specific tasks and endogenous power for government service reform through practical measures and government service matters, so that enterprises and the masses have a greater sense of gain and happiness.
The first is to rely on "one door, one network and one line" to maximize the benefit of enterprises and the people. The "Guiding Opinions" proposes to promote offline services "only one door", online services "one network", and "first-line response" to the demands of enterprises and the masses, and on this basis, a government service system with multi-level coverage and multi-channel integration of "one door, one network and one line" will be formed. Offline, the government service center should provide more efficient and convenient "less errands" and "nearby services" for the enterprise masses with one-window acceptance and one-stop service. Online, relying on the national integrated government service platform, we will continue to improve the ability level of "one-network service" for government services, and promote more high-frequency matters to be handled online, in the palm of your hand, and at one time; Relying on 12345** to build a "total customer service" for government services, establish and improve the mechanism of "handling complaints immediately", timely respond to and efficiently accept various demands such as consultation, complaints, help, suggestions and guidance from the masses of enterprises.
The second is to facilitate entrepreneurship and stimulate the endogenous driving force of economic and social development. The "Guiding Opinions" put forward that it is necessary to realize the diversification of service methods, the optimization of service processes, the simplification of service materials, and the minimization of service costs, which is an effective measure to facilitate enterprises and the masses to start a business and production and operation, and to further optimize the business environment and boost the confidence of enterprises. For example, "one thing" for starting a transportation enterprise, "one thing" for opening a restaurant, and "one thing" for joint installation of water and electricity networks, etc., are all "one thing" that is widely needed by business entities; The "one thing" of credit repair is a new demand brought about by the characteristics of permanent credit retention in the Internet era, benefiting many enterprises. Integrated office, commitment office, cross-domain office and application-free office will have obvious effects in reducing the capital and time cost of enterprises.
The third is to provide comprehensive guarantees to ensure that people's livelihood services are fair and inclusive. The "Guiding Opinions" focus on the parallel of intelligent services and traditional service methods, do not one-sidedly emphasize online office, and propose to enhance the ability of assistant agents, focus on special groups such as the elderly and the disabled, as well as key areas where enterprises have high demand in the process of project promotion, further standardize related services, optimize the working mechanism of assistant agents, and solve problems for the enterprise masses in a timely manner. Extend the service radius in the fields of education, employment, medical care, and elderly care, enrich the supply of public services, and provide enterprises with a more convenient, fast, fair and inclusive service experience.
With the main line of "doing one thing efficiently" to improve the administrative efficiency.
The first is to emphasize systematic deployment and holistic design. The "Guiding Opinions" clearly put forward that it is necessary to take "doing one thing efficiently" as an important starting point for optimizing government services and improving administrative efficiency, focusing on the overall integration and development of online and offline government services, focusing on the two-wheel drive of reform guidance and digital empowerment, focusing on overall development and security, emphasizing the overall design, and proposing to comprehensively strengthen the construction of government service channels, deepen the innovation of government service models, strengthen the digital empowerment of government services, promote the expansion and efficiency of government services, and consolidate the foundation of government services. It is divided into 16 specific measures, forming a set of logical, systematic and forward-looking top-level designs, which have become the leading documents for promoting the reform of government services in the new stage.
The second is to emphasize technology empowerment and reduce expenditure and increase efficiency. On the basis of the actual exploration and innovation experience of various regions, the "Guiding Opinions" require further optimization of business processes and strengthening model innovation. It is proposed to strengthen technological empowerment, innovate and carry out the application of new technologies such as big data, blockchain, and artificial intelligence, and promote the transformation of government services from human service to human-computer interaction, and from empirical judgment to data analysis. Encourage the exploration and application of natural language large models and other technologies, optimize services such as intelligent question answering, intelligent search, and intelligent guidance, and better guide enterprises and the public to work efficiently and conveniently. From the perspective of its own efficiency, at present, it is necessary to reduce expenditures by living a "tight life" on the one hand, and on the other hand, it is necessary to provide value-added services, which requires digital intelligence technology to support public services "without increasing prices". The "Guiding Opinions" also require to improve the public support capacity of the provincial platform and the application innovation ability of the municipal platform, and in principle, no longer build a separate government service platform below the municipal level, so as to reduce the repeated construction, multi-head maintenance and grassroots burden of the platform, which requires digital intelligence technology to gather data and connect services, so as to "reduce the burden but not reduce the service".
With "doing one thing efficiently" as the traction, we will deepen our own reform.
The first is to promote the comprehensive transformation of government services from the first supply side to the demand side of the masses. The essential requirement of "doing one thing efficiently" is to strengthen empathy, and find the starting point and focus of government service reform and innovation from the perspective of enterprises and the masses. At all levels, we must adhere to the concept of "service first", change from "serving dishes" to "ordering dishes" for the masses, conform to the escalating needs of enterprises and the masses for government services, solve the urgent and difficult problems of enterprises and the masses according to local conditions and time conditions, and optimize and iterate the list of "one thing". This requires cross-departmental and cross-regional policy, business and system coordination, and can be adjusted in a timely manner with the changes in the needs of enterprises and the masses, and the cross-departmental business handling process is reconstructed in a timely manner.
The second is to consolidate the data responsibility and linkage ability of each position. In recent years, various regions and departments have continuously deepened the reform of government services, and launched a series of reform measures such as "only entering one door", "running at most once" and "non-face-to-face approval", which have achieved positive results in reducing links, time, materials and runs, but on the whole, problems such as business non-coordination, system non-interoperability, data non-sharing, and non-uniform standards still exist to varying degrees, and the root cause is that online and offline reforms are not synchronized, and the relationship between business departments and data management departments is not smooth. The degree of collaboration between online and offline processes and businesses needs to be improved, and the demand for online services and the management system of the whole network do not match. It is necessary to take "doing one thing efficiently" as the fulcrum to clarify the data responsibilities of each link of the service, build a solid data foundation for "doing one thing efficiently", force various departments and departments to strengthen coordination and cooperation, and break down key constraints and institutional barriers.
The third is to promote the construction of the first self and better adapt to the service requirements of the digital era. The continuous advancement of various government service reforms and the online operation of the national integrated government service platform have solved the problem of "one network" and "from scratch" in government services, and are developing "from existing to excellent, from excellent to refined", realizing a comprehensive leap in the overall level of national government services, and comprehensively improving the level of facilitation, precision and intelligence on the basis of standardization and standardization of government services, and promoting the continuous iterative upgrading of online offices, handheld offices, fingertip offices, and code offices, so as to achieve easier services, intelligent offices, and willing services. Let the department know that the demands of the enterprise masses are as ubiquitous and timely as the first platform, so that the service experience of enterprises and the masses is as convenient and fast as "online shopping", and let the best service for the people and enterprises be as accurate and high-energy as "artificial intelligence".
Promote the implementation of the first batch of key items of "doing one thing efficiently" this year, and the implementation time is tight and the task is heavy. By 2027, it is necessary to basically form an efficient government service system that is ubiquitous, intelligent, convenient, fair and inclusive, and realize the efficient completion of "one thing" in the two important stages of the whole life cycle of enterprises and individuals. It is expected that all levels and relevant parties will take action, formulate work plans and implementation paths one by one, and implement various tasks in detail, so that enterprises and the masses can truly feel the continuous improvement and upgrading of government services.
The author is a professor at the University of the Chinese Academy of Social Sciences).