How can city managers provide enterprises with efficient one-stop service using advanced information technology?
The online government public service platform has established a unified e-government security platform and a safe and reliable application support platform. The public platform offers support for inter-departmental approvals and provides internet service access and support for intermediary agencies of auditing, appraisal, inspection and testing. Enterprises can access to the online government self-service center with any computer for obtaining one-stop government e-services including administrative application and approval, license annual inspection and examination, and handling of administrative penalties etc. The public platform also provides enterprises and the public with services of approval enquiry, public information enquiry, credit information enquiry, and rights protection.
One-Stop Public Service
The online government service center is an integration of online service systems of all departments.
Industry and Commerce: The industry and commerce online service system offers online enterprise lifecycle management services, including online processing of registration, change, annual inspection, and cancellation. It is also responsible for the supervision of an enterprise’s web-based performance and offers credit and supervision services for e- businesses.
Social Security: It provides enterprises and the public with services of online reemployment, training certification, labor relationship, wages and welfare, insurances, labor disputes handling and labor security supervision.
Finance: It is designed with the online bidding system for bidders, tenderers, agencies and professionals to complete all bidding procedures easily.
Statistics: The enterprises can periodically submit all kinds of statistical data through the online data submission system.
Taxation: It provides taxpayers with tax declaration service through an online taxation system. The taxpayers can declare the payable tax to the tax authorities on the web. The tax authorities then levy the tax based on the submitted data and deduct payment.
Parallel Approval: The parallel approval system changes the traditional sequential approval model. For issues that need to be jointly approved by two or more departments, the system can assign a center (department or office) to coordinate and organize all relevant departments for parallel processing. As such the system realizes “One office submission, parallel approval, unified charge and time-limited closure”.
E-Business Access: It offers all kinds of e-business websites access services for the citizens. The enterprises and public institutions can obtain access to enterprise and university resources and effectively use the university’s “intelligent” resources such as books, research achievements and high-tech project cooperation etc. This system also integrates libraries in the city and provides a digital library system for all citizens.
Specialized Market Public Service: The specialized market public service platform provides market organizers and dealers with hosted self-services, and offers a unified service platform for the organizers’ various authentication services, thus achieving public resources sharing, improved work efficiency and management level, increased trading volume, and reduced operation costs.
Picture 1: Government Online Public Service Platform (a logic diagram)
Picture 2: Government Online Public Service Platform (a functional diagram)
Innovative Construction and Operation Model
Innovative Construction and Operation Model aims to help the city managers to achieve the objective of being an efficient and service-oriented government. Regarding the building of a government public electronic service platform, Insigma has developed a 3rd party service provider model for the government public e-service platform construction. In this model, the enterprise will invest and build the platform, and then the government will outsource the service job to the enterprise. The member enterprises can then enjoy the services provided by the “government public self-service platform” and pay relevant charges for value-added services. By doing so, the government, member enterprises and outsourcing service provider can all achieve win–win- win results.
This information technology-based service outsourcing model has been implemented in many provincial and municipal governments in Zhejiang, Jiangsu and Jiangxi provinces for comprehensive services to the industry and commerce, taxation, and social security, covering more than 200,000 Insigma member enterprises.
In addition to the construction of unified ID management and internet ID authentication platform, the outsourcing public platform service providers also provide the government and member enterprises with unified call center support, technical support, online service, remote assistance, user training, expert consultation services, complaints/complaint processing enquiry and local counter services.
City Managers
- Effectively improve work efficiency
According to statistical data from regions with an online declaration system, the success rate of online declaration reaches 99%, with over 60% of all declarations submitted online. This greatly improves the efficiency of government work.
- Reduce administrative cost, enhance social image
The traditional governmental administrative service model requires employment of huge numbers of personnel to work in various districts, wards, and communities. With the implementation of online declaration, fewer employees will be required and thus costs will be reduced. Under the traditional information system model, local governments experience a lot of pressure from high volumes of telephone enquiries. If these enquiries cannot be handled properly, complaints will soon follow and tarnish the public image of government departments. By outsourcing these services, the government can reduce its administrative cost and at the same time improve its efficiency.
- Increase service satisfaction
Take Keqiao County of Shaoxing, a city in Zhejiang Province for example. At the end of 2008, Keqiao local government carried out a service satisfaction survey. The “Online Reporting System” was voted as the most satisfactory government service project.
Member Enterprises
Instead of going through all the complicated procedures, the applicants now only need to click on the web pages and fill in the necessary forms to get their job done.
- Effectively reduce government-enterprise communication cost
- Significantly reduce enterprise’s labor and financial costs.
In the traditional model, every enterprise needs to deploy dedicated personnel to process all procedures related to industry, commerce, taxation, and social security etc. which may cost the enterprise approximately 70,000 RMB per year in developed regions. After using the online service, the service cost drops to only several thousand RMB.
