Dalian leads the nation in "Internet + Government Services"

Come listen to the stories of several friends and experience different experiences, but the same efficiency!

Zou Xiuxin's Story

No refund for room reservations due to a temporary change of examination venue

Help 12345 One call to solve the problem

Zou Xiuxin's child took the high school entrance exam in June this year. A week before the exam, the school announced the exam location for the candidates. In order to allow the child to get enough rest during the exam, Zou Xiuxin booked a room in a hotel near the exam site and paid a total of more than 900 yuan for two days in advance.

What Zou Xiuxin didn't expect was that on the evening of June 20, she suddenly received a notice from the school that her child's examination room had been temporarily changed, which made her very anxious. She hurried to the hotel to ask for a check-out and a refund of the room fee she had paid in advance, but was rejected by the hotel. In desperation, Zou Xiuxin called the 12345 hotline for help.

Not only Zou Xiuxin's family, but also the 12345 hotline service platform has received complaints from 19 parents of high school entrance examination students since 19:00 on June 20. The situations reported by everyone are basically the same. After the service platform records the situations reported by the parents in detail and issues work orders, the person in charge on duty reports the statistical data and information to the hotline leader as soon as possible. The hotline leader immediately contacted the industrial and commercial consumer rights protection department and asked for proper handling immediately. The leaders of the industrial and commercial consumer rights protection department personally went to the relevant hotels to deal with the matter. After joint efforts from all parties, the hotel managers finally agreed to refund all fees.

The next day, all 19 parents, including Zou Xiuxin, received a refund notice from the hotel. The parents were very grateful for the high efficiency. Zou Xiuxin said that parents and children were doing their best to prepare for the high school entrance examination. It was really annoying and upset to encounter such a thing. He called 12345 just to give it a try, but he didn't expect the problem to be solved in such a short time. He thanked the 12345 staff for being so responsible and the government for always thinking about the people.

The Story of Mou Zhengshou

Internet plus one-stop service

The original two-year procedure

Now it’s done in three months

As the chairman of Dalian AVIC General Aviation Co., Ltd., Mou Zhengshou has been very busy with the company's "Lüshun Sanjianbao General Airport" project in the past year. In order to successfully launch the project, the preparation of preliminary project materials and the approval of procedures are the most important links. Originally, he had prepared for a two-year tug-of-war in his heart, but he did not expect that with the help of the staff of the Municipal Public Administrative Service Center, all the procedures and approvals were "settled" in just three months. Mou Zhengshou said that the efficiency of handling procedures has increased tenfold compared to before.

From the beginning of preparing project materials, Mou Zhengshou, who had experienced many procedures approvals before, kept muttering in his heart, "So many materials, involving more than a dozen relevant departments, and each department has different approval procedures. I have to explore it bit by bit. According to past experience, it will take at least two years to approve all these links and procedures." When he heard that project approval would be stationed in the Municipal Public Administrative Service Center, Mou Zhengshou came to the service hall on the second floor of the center with the materials he had prepared in advance.

After learning about Mou Zhengshou's appeal, the center's leaders personally called together the heads of the Development and Reform Commission, Environmental Protection Bureau, Cultural Relics Bureau and other departments to study the project's approval procedures and help Mou Zhengshou solve his problems. Mou Zhengshou said that since many procedures require online operations, he is not very familiar with them, so the staff at each window acted like a teacher, "coaching" him one-on-one and teaching him how to fill in the materials online.

With the joint efforts of all staff, I completed all the materials in about a week and passed the approval smoothly. During this period, Mou Zhengshou only went to the center hall three or four times. "My company is in Lushun, and it takes more than 200 kilometers to go to the administrative service center. Because most of the operations are online, I don't have to go to the site in person many times. I have saved at least more than 1,000 kilometers of travel."

It took only three months from preparing the preliminary materials to completing the project procedures and approval, which was significantly shorter than he had originally expected. This made Mou Zhengshou very happy. The efficiency of work has been improved, saving a lot of time, manpower and material resources. He thanked the government for doing a practical thing for the company.

Yan Wei's Story

Prepare materials as required online

It only takes three to five minutes to go to the window

Finally, Yan Wei, a migrant worker, was very happy to be able to settle down in Dalian. As he met the talent introduction settlement policy of Dalian, Yan Wei planned to register his wife and children in Dalian first. After preparing the materials according to the online requirements, Yan Wei went to the settlement consultation window of the Population Office of the Municipal Public Administration Service Center to handle the settlement procedures. As the procedures were complete, the procedures were completed smoothly in three to five minutes.

Yan Wei introduced himself as an employee of CRRC Dalian Qiqihar Railway Co., Ltd., responsible for comprehensive office management, and he has been working at the Dalian production base in Lushun Development Zone for many years. On September 14 this year, the company officially issued a document: employees who have worked at the Dalian base for a long time can settle down in Dalian, which made Yan Wei and his family very happy. Since he still has some connections in Qiqihar City, Yan Wei decided to handle the settlement procedures for his wife and children first.

Yan Wei had no idea where to start when going through the settlement procedures for the first time. Under the guidance of the staff, Yan Wei first logged into the Dalian online approval system to learn about the settlement procedures and rules and regulations, and then prepared the materials according to the requirements and uploaded them to the Internet for review. About a week later, Yan Wei received feedback from the platform and took the relevant materials to the window to go through the first procedure. The entire window processing time was three to five minutes. The procedures that were originally thought to be very cumbersome became very simple after going through the Internet. Wang Yang, an on-site staff member, told reporters that in the past, when going through the settlement procedures, one had to first go to the relevant departments to understand the settlement policies and the materials that needed to be prepared, and then go to the local police station, civil affairs bureau and other departments to issue certificates. After completing the settlement procedures, it took about a month, but now it can be completed in about a week.

The "five major platforms" of the Public Administration Service Center are like five fingers clenched into a fist. Let's see how they work together.

Government Affairs Disclosure Platform

1. Achieve "all-in-one" information collection

Interpretations of hot and difficult issues that citizens are concerned about can be found on the government affairs disclosure platform. Dalian City is based on openness and interaction, focusing on unblocking the "Internet + government affairs disclosure" service channels. By establishing mechanisms, building platforms, and strengthening guarantees, it has explored and formed a new model of government affairs disclosure and public participation that integrates the Internet, hotlines, radio stations, interviews, press conferences, and reading points, laying the foundation for the transformation of unilateral government affairs disclosure to government-civilian interaction.

On the government portal website of "China Dalian", 1 to 2 "Online Interview" columns are launched every week, and the media will announce them one day in advance. The column mainly invites leaders in charge of various regions and departments to be guests, and answer the hot social issues that citizens are concerned about recently, becoming a link and bridge for communication between netizens and government departments.

The government affairs disclosure platform proactively discloses government information in the most timely, comprehensive and effective manner, and covers government information disclosure and public enterprises and institutions' public affairs disclosure in one fell swoop. Citizens can submit applications for government information disclosure in accordance with the law through the platform, and relevant departments must accept and reply online in accordance with the law within the statutory time limit. Citizens can also inquire and pay water, electricity, gas and heating fees on the platform. At present, the platform has included 128 public enterprises and institutions, more than 1,900 public enterprises and institutions and industry associations, and more than 9,000 online service projects, and has achieved full coverage of the four levels of city, district, street (township), and community (village). The standard system for the construction of the public affairs column under the platform has become a local standard in Liaoning Province.

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Administrative Approval Platform

2. Online approval "one-stop service"

Taking administrative approval services as a breakthrough point, the Internet is used to "slim down" the approval process, "shorten" the approval time, and "speed up" the approval efficiency, which has stimulated the passion and vitality of corporate entrepreneurship.

Dalian City has continuously promoted the reform of relatively centralized administrative approval power, continuously optimized administrative approval services, and achieved “three concentrations and one separation”.

• Each department with administrative approval functions shall set up an approval office and move it into the Municipal Public Administrative Service Center as a whole.
• All administrative approval matters and convenient administrative services are concentrated in the Public Administrative Service Center
• The approval services of the center are centralized in the online service hall (all included in the online approval system)

While doing a good job in the construction of the physical approval hall, this year the Approval Coordination Office of the Center promoted the implementation of "Internet + Approval", developed and built a new online approval platform and a comprehensive network platform, and strived to achieve data exchange between application systems of different departments, and promoted network interconnection, information sharing, business collaboration and approval process optimization between administrative service centers at different levels. Zhang Ning is the financial director of Dalian Roma Electronics Co., Ltd. He told reporters that in the past, the company had to go to the tax department window to operate the "VAT special invoice certification", but now this certification can be achieved in front of the company's computer, which is very convenient.

Starting from September 30 this year, Dalian's administrative approval platform and the enterprise registration network system of the Provincial Administration for Industry and Commerce have officially connected to achieve "three certificates in one" and "one license and one code". Relying on this platform, Dalian took the lead in the province to build an online approval and supervision platform for investment projects and was the first to connect with the national platform. On the platform, citizens can conduct online consultations, online appointments, download approval forms, apply for approval projects online, check approval progress and approval results online, and make online appointments for approval. Mobile APPs for enterprises, citizens and approval personnel have been developed. Advanced technologies and equipment such as "high-speed scanners", "barcode guns", "digital certificates", "electronic signatures and electronic seals", and WeChat online services will be fully used in the administrative approval service process to fully realize the electronic approval. According to the current standards clearly defined by the state, Dalian has achieved 100% online approval.

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Citizens’ Comprehensive Demand Platform

3. Realize the "one-number acceptance" of 12345

In any area of ​​Dalian, as long as citizens have demands for government consultation, complaints or reports, they can just dial 12345 and they will receive a timely response.

In August 2015, Dalian City took the lead in the province to integrate and establish a unified platform for citizen complaints - the 12345 Citizen Service Platform, which is also the only fully integrated citizen complaint platform in the province.

The 12345 Citizen Service Platform adopts a unified construction approach, that is, a unified demand service system platform is built for the four working levels of the entire city, including city, district (city), county (pilot area), street (township), and community (village), to achieve "full coverage" of the four-level areas, and provide channels for public opinion demands through multiple methods such as telephone, text messages, websites, and WeChat.

The platform has integrated the complaint hotlines of 61 functional departments in Dalian. Ten "short number" hotlines of Industry and Commerce, Quality Supervision, Culture and Broadcasting, Service Committee, Environmental Protection, Price, Safety Supervision, Health and Family Planning, Tourism and Disabled Persons' Federation have been successfully transferred to the 12345 Citizen Service Platform, and a "three-party call" appeal handling mechanism has been established with the remaining 77 second-level hosting units, which enables operators, organizers and citizens to communicate online at the same time. The platform accepts consumer complaints, reports of economic violations and complaints about administrative efficiency 24 hours a day, 365 days a year.

The platform collects business knowledge of various commissions, offices and bureaus to form a knowledge base, and the call center platform answers and resolves general inquiries and demands of citizens; the hotline implements "big data" management, and the 12345 citizen hotline collects demands from all parties and forms daily, weekly and monthly reports on the handling status, reflecting the dynamics of citizen demands, analyzing the causes of citizen demands, and reporting to city leaders for reference in a timely manner, providing accurate and powerful decision-making references for the Municipal Party Committee and Municipal Government.

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Public resource trading platform

4. Realize “full electronicization”

Walking into the supervision room of Dalian Public Resources Trading Center on the seventh floor of the center, a large screen wall composed of dozens of small screens was displayed in front of the reporter. All the real-time images of the bid evaluation room and bid opening room were clearly visible. PPP, public car auction and other projects will be carried out here. "At present, experts are conducting intensive research and evaluation to determine who will win the bid for the project in the end." Director Pang Jun said, pointing to the screen of a bid evaluation room.

Dalian City completed the integration of project bidding, government procurement, land and mineral rights trading, and state-owned property rights trading platforms and launched a unified trading platform on December 28 last year. The platform has a high starting point and high standards, and has widely absorbed the platform construction and application experience from all over the country, taking the lead in the country.

Dalian also took the lead in connecting with the Liaoning Provincial Public Resources Trading Platform under construction. The trading platform has currently realized functions such as transaction information announcement, online bidding registration, online tax deposit payment, download of bidding documents, upload of bidding documents, online bidding, online public announcement of transaction results, and online supervision of audio and video of the transaction process and automatic recording and retention. In addition to realizing the "four major markets" trading functions, the platform has successively carried out electronic transactions in ports, water affairs, transportation, forestry, urban construction, and medical equipment, and has also undertaken projects such as PPP, public car auctions, and providing financing services for winning small and medium-sized enterprises.

Dalian City has established the original trading platforms in Changxing Island, Bonded Area, Lushun and Zhuanghe as branches of the city's public resource trading platform, forming a city-county network and creating an integrated city-county operation model with "on-site + remote" bidding and evaluation and experts participating in the bidding evaluation nearby.

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E-government platform

5. Provide "one-stop" technical support

Dalian's e-government external network has achieved interconnection between drivers in the city, districts, counties, streets, towns and communities. The government cloud platform and disaster recovery and information security center are being built at an accelerated pace. The "China Dalian" government portal has become a unified portal for "Internet + government services".

Next, Dalian will build:

• An e-government extranet cloud computing center and disaster recovery backup system that meets the needs of e-government development in Dalian
• Standardize the construction, management and application of e-government networks in government systems
• Strengthen the construction and management of government websites and expand public service functions
• Establish a unified, standardized, safe and reliable operation and maintenance supervision system to guide the healthy and coordinated development of Dalian’s e-government.

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Data speaks