How does Zhejiang government network transform government service methods

On June 25, Zhejiang Government Online (“Zheliban”) has been put online for seven years. Since it was launched in 2014, Zheliban has kept refreshing the speed of government services through digital empowerment, which endowed the people and enterprises with more sense of gain and happiness.

At present, the registered users of “Zheliban” have exceeded 69 million, with an average daily active user exceeding 1.78 million, integrating more than 3,600 government services and more than 800 applications.

At present, the digital reform is being comprehensively promoted in our province. As a general portal for citizens and enterprises, “Zheliban” will integrate scene-based applications in the areas of government services, urban life, and community governance across the province, and connect with integrated online government services across the country, so as to bring more changes to Zhejiang.

New fashion of “mobile services”

From driving license application to shared medical insurance account within family members, from the issuance of real estate ownership certificate to business establishment and tax payment… nowadays, you can just move your fingers on Zheliban to get things done without going to government departments.

With materials and documents cut down, steps reduced, and processes simplified, getting things done on mobile office has become a new trend in Zhejiang.

Since “Zheliban” went online in 2014, Zhejiang has gradually built a unified “Internet + government service” system across the province, which has expanded online government functions, promoted model innovation, and optimized service experience. From “maximum one visit” to “no need to visit”, from “people seeking service” to “service seeking people”, “Zheliban” has provided smooth services for the citizens and enterprises with easy access.

It is due to the joint efforts of various departments to break information islands and speed up data sharing that “Zheliban” can bring convenience to the general public and enterprises.

After seven years of exploration and improvement, Zheliban has integrated a number of convenient applications such as “Housing Funds Inquiry” and “Tuition Payment” on the matters most concerned by the people and enterprises. Now if you log onto the APP, you can find more than 40 special services such as “Normalized Epidemic Prevention” and “Human Social Services”. These cross-departmental applications cover almost all kinds of government services needed by the people and enterprises.

In the process of the digital reform, Zhejiang will further enrich the integrated scene applications of Zheliban. In particular, guided by the needs of the people and enterprises, it will promote the service areas to extend from government services to urban life, future communities, and digital villages, comprehensively integrating services most urgently needed by the people and enterprises.

A new picture of “one network for all”

If you take a look at the government service halls all over Zhejiang, you will find very few long queues before the service windows.

In recent years, taking advantage of “Zheliban”, Zhejiang has been bent on promoting “One Network for All Issues”. Whether online or offline, you can run through the procedures with “one network”, which is not only applicable to websites and mobile phones, but also to offline windows and self-service kiosks. Handling businesses at one-stop websites or in nearby halls has become a new mode of accessing to government services in Zhejiang.

Based on “One Network for All Issues”, Zhejiang has also created the nation’s first central platform of government services, which integrates more than 500 business systems across the province, aiming to promote standardization of procedures and fast data sharing. Relying on the platform, the Apps can replace manpower to make judgment about the issues to be approved, which will become more and more intelligent. For matters such as “Family Mutual Aid Filing for Basic Medical Insurance Participants” and “Old Age Allowance”, they can be instantly handled through the back-end data analysis and comparison after the application is submitted.

With the change of online procedures handling, the offline lobby experience has also been upgraded. Nowadays, in the offline government service halls, a number of intelligent “new partners” are on duty, such as self-service filling machines, which can replace manual filling of forms. Through the self-service analysis screens and data display screens, the public can have a clear idea about the government service data and business processes.

This new pattern of “mobile service on top, online offices in the middle, and offline window services at the bottom” has reduced the training cost of lobby staff and the need for offline window handling.

Relying on the digital reform, Zhejiang will also optimize the “One Network for All” model, and encourage various regions to build urban channels on Zheliban platform, so as to improve the capacity and efficiency of self-operations of various regions. At the same time, functions such as Intelligent Search, Intelligent Q & A, Intelligent Recommendation, and User Center will be upgraded iteratively.

New Experience of “Considerate Services”

Now, when elderly users above the age of 60 log on Zheliban to make a medical appointment, they will find an extra heartwarming reminder: “Need to switch to the special version?”

In March of this year, Zheliban released a special edition of medical appointment for the aged, which can provide manual customer service to help complete the registration, and the recently booked hospitals will be shown first, so that the elderly can enjoy simpler, more intimate and convenient services.

In order to allow every citizen, including the elderly, to enjoy the “digital advantages” and fill the “digital gap” that has been highlighted in recent years, Zheliban has been iteratively upgrading and improving the user experience. On the platform, there are more than 180 caring services including helping the disabled, the poor, the elderly, and the young, which provides the users with unimpeded access to mobile services.

In addition, in order to provide convenient services to residents in remote mountainous areas and islands, Zheliban has also launched a series of assistance models such as “Online Assistance” and “Red Agency” which send staff members to the houses of those who need to help them get issues handled.

In the future, Zheliban will focus on user experience, continue to improve government services with digital concepts and digital thinking, and deepen the reform in government services, such as “one network for all” and “cross-provincial services”, so as to make it more convenient for the public, further stimulate the market vitality and facilitate the digital reform.

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