The Future of Services

By Li Xiaoyu

Li Cheng is close to fulfi lling his dream of starting his own business in the Optics Valley of China， situated in Wuhan， capital city of the central province of Hubei. All that he has left to do is to register his startup with the local government. Li logged on to the Optics Valleys service account on WeChat， Chinas premier social media app， and made an appointment for a convenient time. The system advised him of the required documents， the procedures and even the means of transport available. The next day， it took him just 30 minutes to file his application.

“With this online service， I dont have to go to the Administrative Service Center like in the past. And by booking an appointment through a mobile app， I spared myself a long wait on queue，” the young entrepreneur said.

Launched in mid-November by the Management Committee of the Optics Valley， this new online service is part of Wuhans efforts to streamline its procedures for public service. To achieve this goal， using new technologies， like big data and artifi cial intelligence （AI）， has been essential.

Established in 1988， the Optics Valley is part of the first batch of national hi-tech zones approved by the State Council， Chinas cabinet. Since its founding， it has pioneered administrative reforms to create a better business climate. In early 2014， it embarked on streamlining the administrative approval process， and since then， startups are no longer obliged to go to different departments to register. Now， all documents can be filed at a one-stop service counter at the service center， which is responsible for examining the fi les to see if they are complete before forwarding them to relevant departments.

“So far， our reform has focused on the integration of and coordination between various government departments， with positive results. We will continue this reform because room for maneuver will be limited if we continue with traditional methods，” said Gong Xueyi， Deputy Director of the center.

The valley will also create a platform to gather data from different departments and then design a smart administration system， stressing that the digitalization of the administrative service is the first step， according to Gong， who is also deputy director of the Bureau of Big Data of the Optics Valley.

“With the smart system， we want to further streamline the approval process. It will enable our customers to have an experience similar to online shopping，” he added.

Another advantage of the new online service is that it is more resource-efficient. For example， with precise data regarding how many people it needs to serve， enough counters can be arranged at the administrative service center in advance to meet demand.

Chen Jie is a resident of the Optics Valley. He found that a manhole cover near his home had been removed， causing a potential danger to residents. Before， there were few channels for him to fi le a complaint for a solution to such a problem. But now， a single hotline， which connects to an AI administration network， can quickly respond his complaint. This network can sort and prioritize what complaints should be dealt with fi rst， and pass on the information to relevant departments in a timely manner.

Currently， the city has put in place three levels of management： district， neighborhood and community. In Chens case， the network passes on his complaint to his community. If the request is beyond its responsibility， it will submit it to the neighborhood administrators， and so on， until it reaches the right competent department. “By doing this， we seek to solve the problems of residents and businesses as quickly as possible，” said Gong.

For Gong， the success of this platform will be the cornerstone of smart city construction. With many different demands from communities， the platform takes into account all aspects of municipal governance， including public security， taxation， civil affairs， trade and industry. To be operational， it is necessary for all government departments to act together and share their data. “If this reform is completed， we will not be far from e-governance， and therefore a smart city，”Gong concluded.