Service window to get to the bottom of problems

A new service counter has been set up in Shenzhen, Guangdong province, to streamline the connections between government departments and local residents and businesses, as the city government continues to optimize the business environment and promote high-quality development.

Wang Zhuomin, deputy director of the Shenzhen government service data management bureau, said the Feedback Window for Unfinished Work, is an upgraded version of the former complaints window.

"It has both inheritance and development relationships with the previous complaints window, and improvements in service philosophy, service capabilities and service efficiency," explained Wang.

"While the former focused on the supervision of the government services, the Feedback Window for Unfinished Work focuses on helping companies and the public solve their problems, or help get their work done."

Government service centers at all levels in Shenzhen have had these new service counters since late February.

An official with a government service center in Shahe subdistrict of Shenzhen's Nanshan district, said the Feedback Window for Unfinished Work has provided a channel for face-to-face feedback and problem-solving for the public.

The window is staffed with dedicated complaint coordination personnel to help solve problems and complex issues, added the official surnamed Huang.

"Most of the problems and unfinished work reported to the window are around medical insurance reimbursement, housing rental contract processing and related issues," Huang said.

Xue Lan, a professor with the School of Public Policy and Management at Tsinghua University, said the service counters are a step up in Shenzhen.

"The establishment of the window demonstrates the positive attitude of the local government toward solving problems and overcoming difficulties for local companies and the masses," he said.

"Meanwhile it is necessary to continuously optimize procedures, including making more use of digital technologies and optimizing administrative procedures, to further improve work efficiency," said Xue.

Wang Hailong, a deputy of Shenzhen People's Congress, said the establishment of the window demonstrates the city government's awareness of guaranteeing services for residents and the determination to help local companies and the masses solve their problems.

"The establishment of the window has built a bridge for face-to-face communication and problem-solving between local residents, companies and government departments," he said.