Implementation Plan of Shanghai Municipality on Accelerating the 'AI + Government Services' Reform to Promote the 'Streamlined One-Stop Service'

For the purposes of implementing the decisions and deployments of the Central Committee of the Communist Party of China and the State Council on further improving government services, enhancing administrative efficiency, and promoting the "Streamlined One-stop Service", this Implementation Plan is formulated to establish a regularized mechanism for the promotion of the "Streamlined One-stop Service", continuously refine the "Government Online-Offline Shanghai" system, develop the "Smart and User-Friendly Services 4.0" platform, accelerate the "AI + Government Services" reform, improve the integration, clarity, and convenience of policy services, and better serve the high-quality economic and social development.

I. Intensifying Innovation of Government Service Models

1. Promoting centralized handling of affiliated matters. A "One-stop Service" model will be innovated to implement and continuously optimize the nationwide deployment of every batch of key matters to be handled in an integrative way, and to enhance both online and offline services. High-frequency, broad-coverage, high-concern, and strongly interconnected application scenarios will be identified and hence new integrative One-stop Service” will be launched.

2. Promoting policy services to be provided without the need of application. Efforts will be made to vigorously promote the implementation of more pro-enterprise and pro-people policies and services that can provide "Auto-Approval without Application" and "Instant Direct Access", which is supported by enhanced data aggregation and sharing, model algorithms, and big data analytics to precisely identify eligible businesses and individuals. For a matter that application is required by a law, rule or or regulation, "one-click confirmation" of application intent and data-sharing authorization will be enabled to facilitate voluntary application. Clear rules will be formulated for information disclosure, objection handling, and error correction. Efforts will also be made to effectively integrate the "Auto-Approval without Application" service with credit-based supervision.

3. Promoting handling of matters with tolerated omissions based on commitment. The coverage of commitment-based notification reform will be continuously expanded and the approval service models, which feature open standards, fair rules, clear expectations, shared responsibilities, and credit-based supervision will be further improved. Efforts will be made to strengthen the management of the matters subject to commitment-based notification on the "Government Online-Offline Shanghai" platform, refine the templates of letters of commitment-based notification, and optimize processes such as the credit management for commitment-based notification and post-approval verification.

4. Promoting local handling of cross-regional matters. The institutional coordination of government services will be strengthened within the integrated cooperation mechanism of Yangtze River Delta (YRD). The scope of services will be expanded to improve the consistency and accessibility of government services over high-frequency matters within the YRD region and to promote the "remote virtual window" service model at government service centers, with a view to achieving full coverage of government services over 200 high-frequency matters and extending services to all cities at or above prefecture-level across the Three Provinces and One Municipality (Jiangsu, Zhejiang and Anhui Provinces, and Shanghai Municipality). Efforts will also be made to facilitate efficient cross-regional public data flows within the YRD region through the YRD Data Sharing and Exchange Platform and expand the application of high-frequency electronic certificates and licenses.

5. Elevating comprehensive services for foreign-related matters. The "International Services Shanghai" will be further developed by launching more directly accessible online services, covering areas such as visa applications, exit-entry administration, transportation, healthcare, and cross-border marriage registration for foreigners, along with the streamlined services for foreigners to obtain Permanent Resident ID cards. Services provided by "one-stop" comprehensive service centers will be optimized for international visitors at areas such as Pudong International Airport and Hongqiao International Airport, serving as the primary gateway for arrival services. Efforts will be made to upgrade the Shanghai Integrated Service Platform for Enterprises Going Global, simplify approval procedures for outbound business visits, and optimize exit-entry permit procedures, to facilitate both "going global" and "inviting foreign investments" activities.

II. Strengthening the Construction of Government Service Channels

6. Strengthening the "One-Stop" offline service model. A "15-Minute Government Service Circle" will be built to ensure that all matters of government services are handled in the centralized government service centers. Efforts will be made to advance the standardization and normalization of municipal-level government service centers, establishing a fallback service mechanism. The municipal departments, including those of public security, science and technology, housing and urban-rural development, transport, social security, housing provident funds, and talent services, are encouraged to establish industry-specific government service centers. A citywide "Remote Virtual Window" platform will be established in Shanghai to support cross-level and cross-regional services and to centralize enterprise-related matters in district-level government service centers and individual-related matters in sub-district and community service centers, enabling enterprises and individuals to receive services of equal quality and effect at the nearest service window as they would at the local government service center. Mutual empowerment through “government-bank cooperation” will be promoted.

7. Building online "customized services". Smart customization of portals, personalized subscriptions, and AI-powered policy matching services will be provided. Efforts will be made to optimize intelligent guidance for online services, enhance smart search functionality, and improve cross-referencing of electronic certificates and licenses for precise retrieval and intelligent interaction. Services will be provided to upgrade dedicated user spaces for individuals and enterprises, build "digital spaces" for users with refined message notification mechanisms and improve the ecosystem for personalized, precise, proactive, and intelligent services. Data-driven user profiling and analytics will be strengthened to support the governments of the districts to intensify local operation of "digital spaces".

8. Expanding "easy-to-use" mobile services. Mobile service capabilities will be constantly improved to optimize specialized versions such as the international edition, student edition, family edition, and edition for seniors. Interactive services will be further improved through deeper integration with grassroots-level applications such as the new Community Cloud platform. The applicability of the "Sui Shen Ma" (Shanghai QR Code) will be further developed. The mutual empowerment with trusted third-party mobile applications in finance, media, and other sectors will be enhanced, enabling functional interoperability, resource sharing, and information exchange.

9. Strengthening integrated online-offline coordination. A citywide comprehensive system for service window management will be established for government service centers to standardize district-level comprehensive systems for service window management and coordinate front-back office resources. The management of the matters subject to government services will be enhanced to achieve real-time sharing of the applicants of the "520 High-Frequency Matters" and their information and materials, and to achieve seamless continuity of online-offline processing of handling of the same matter. The focus lies in key sectors such as market access, transportation, social security, healthcare, culture, sports and education with a view to promoting deep integration of online-offline services and enabling efficient interoperability between vertical and horizontal sectors, thereby enhancing the quality and efficiency of window services. Dedicated online-offline pro-enterprise service windows will be created in reliance on the "Government Online-Offline Shanghai" platform and the government service centers, offering value-added services, such as those in legal support, financing, talent recruitment, technology innovation, intellectual property, and international trade. The "Government Service Map" will be perfected to deliver precise recommendations and guided services.

III. Optimizing End-to-End Services for Pro-Enterprise Policies

10. Sorting out existing and new pro-enterprise policies. The coverage of "Auto-Approval without Application" and "Instant Direct Access" services will be progressively expanded, taking into account the pro-enterprise policies focusing on financial subsidies, discounted loan interest, tax and fee reductions, qualification honors, talent incentives, and employment stabilization. The existing pro-enterprise policies will be systematically sorted out as policies with no application requirement, policies with the application process to be optimized, and policies that will be gradually phased out. The newly-added application-based pro-enterprise policies that are qualified for government data-sharing will be incorporated into the "Auto-Approval without Application" system, and efforts will be made to accelerate the integration of all other application-based pro-enterprise policies which meet the requirements into the "Instant Direct Access" system.

11. Digitally publicizing the policy-application requirements. A standardized policy platform will be established on the "Government Online-Offline Shanghai" to strengthen the full-cycle management of pro-enterprise policies, enabling closed-loop processing of unified coding for project applications, fund verification, and fund disbursement. A digital "policy simulator" will be launched to calculate the number and sector distribution of eligible businesses that meet the application requirements and the scale of the funds needed, which will be provided in a "data sandbox" mode to assist the policy-drafting departments in scientifically making and implementing policies. The policy-drafting departments will utilize the simulator to scientifically define application requirements and thresholds for support, and minimize as far as possible the weight of subjective evaluation. After a policy is enacted and issued, the policy-drafting department should fully and accurately state the key points for review, including the application requirements, documentation specifications, and evaluation rules.

12. Launching "Sui Shen Dui" (One-Stop Query and Disbursement Services) based on the pro-enterprise policies. The "Government Online-Offline Shanghai" will be used as a unified platform to release and provide retrieval of all publicly available pro-enterprise policies, providing a single entry for all application submissions. A "Policy Dual-Match" application is introduced to support both "policies finding enterprises" and "enterprises finding policies". Efforts will be made to continue the upgrade of the "Smart and User-Friendly Services 4.0" platform by streamlining review procedures, reducing required materials, and accelerating disbursement timelines. A dedicated online service zone for pro-enterprise policies and the "Sui Shen Dui" services are launched to offer enterprises one-stop access to policy discovery, inquiries, disbursement, and feedback. The "Policy Calculator" tool is developed to provide precise notifications, intelligent recommendations, and application reminders based on enterprise profiles and customized needs. Meanwhile, the "Service Package" for key enterprises will be continuously optimized, with themed services such as "Opening a Restaurant" and "Opening a Café" included, ensuring comprehensive and targeted policy delivery.

IV. Enhancing Digital Intelligence Empowerment for Government Services

13. Promoting in-depth integration of AI into service processes. The application of AI in public services will be promoted by focusing on the "520 High-Frequency Matters", offering smart services including pre-filling, pre-review, document generation, and automated approval for businesses and individuals, and AI-assisted processing and review for the staff. The review procedures will be streamlined, non-mandatory items will be removed from the application forms, and the materials without substantive points for review will be removed. A "precise notification and one-time notification" system will be fully implemented for rejections (or returns during acceptance) by the relevant department, ensuring the rejection rate after resubmission remains below 10%. Efficiency of both online and offline services will meet the "799" performance standard, with the average application time not exceeding 20 minutes in principle and a 100% on-time completion rate for pledged processing deadlines.

14. Constantly optimizing the intelligent service hub. Efforts will be made to further enhance the development, aggregation, and governance of algorithm models powered by AI technologies such as speech recognition, image recognition, and semantic analysis, and promote the integration of new infrastructure facilities such as clouds, networks, and computing facilities. The application of E-Document Chain will be implemented to enable the reuse and exemption of repeated submission of application materials. A foundational platform for government service large models will be established to safely, steadily, and systematically advance the pilot application of AI large models in government services. The adoption of blockchain and privacy-preserving computing will be accelerated to make government services more secure and convenient.

15. Innovating intelligent approval with drawings. The intelligent technical review in the construction sector will be advanced, enabling multi-department or multi-entity to collaboratively conduct online review and approval. The "Approval with Drawings" feature will be leveraged to introduce innovative intelligent approval services including graphic parsing, automated indicator calculation, online quality inspection, and AI-assisted review, with a view to improving the efficiency of engineering project submission and approval. The AI-powered drawing tools will be innovated based on the key points for review.

16. Upgrading the service capabilities of intelligent customer support. The "Government Online-Offline Shanghai" knowledge base will be upgraded into an intelligent approval knowledge base, integrating policies, rules, regulations, key points for review, and historical case records related to government services. This initiative will rebuild a unified system citywide for knowledge base operation management, and refine the mechanisms for iterative updates, omissions checking, and gap filling of the knowledge base. Technologies such as natural language large models will be applied to optimize the function of intelligent Q&A, smart search, and AI-guided services, thus enhancing the intent recognition and response accuracy of the online AI assistant "Xiao Shen", with a resolution rate of 80%. An interactive approval service model for human-machine collaboration featured by an "AI digital human for government services" will be introduced.

17. Consolidating the "021" smart assistance service system. Efforts will be made to achieve uninterrupted services with "zero" distance, to provide dual channels, i.e., both online and offline, and to ensure the first response from professional human assistance within "one" minute. The professional human assistance covers the "520 High-Frequency Matters" and pro-enterprise policy services, and "remote virtual windows" are encouraged to open for some high-frequency matters. A working mechanism will be improved for leading officials to assist in and facilitate the services.

18. Intensifying the consolidation and application of electronic certificates and licenses. The coverage of synchronized issuance of electronic certificates and licenses will be expanded to implement national engineering standard reforms, strengthen the principle of "full consolidation as required", and reinforce the dispute settlement mechanism for resolving disputes on electronic certificate and license data to ensure the timeliness, accuracy, and completeness of such data. Efforts will be continuously made to advance the application of electronic certificates and licenses and provide support for key scenarios of "Smart and User-Friendly Services 4.0" in government services. The application and authorization process of electronic seals will be optimized.

V. Optimizing the Performance Coordination Mechanism for Government Services

19. Strengthening the "Good-Bad Performance Review" system to improve the government services. The application scenarios of the "Good-Bad Performance Review" will be expanded to improve the problem-finding mechanism, and innovate a "Direct Access" service for collecting comments from public and businesses. A team composed of "Government Services Reviewers" will be established to conduct regular "health checks" and "fault finding" on both online and offline service procedures and assistance mechanisms. The data linkage between the "Good-Bad Performance Review" system and the 12345 Citizen Service Hotline will be enhanced to further improve the services including "First-Line Response" and "Immediate Handling of Complaints". Government service large models will be developed to analyze the complaints of public and businesses, and establish a closed-loop management mechanism for problem-finding, rectification, feedback, and evaluation, thus "optimizing an entire category of services" by "resolving one complaint".

20. Optimizing the evaluation mechanism for "Government Online-Offline Shanghai". Efforts will be made to establish a scientifically designed assessment framework aligned with the regularized mechanism for promotion of "Streamlined One-stop Service". Guided by the principles of "high efficiency" and "successful completion", the evaluation mechanism will focus on the key areas, such as the "520 High-Frequency Matters", "Smart and User-Friendly Services 4.0", and pro-enterprise policy services. Performance efficiency metrics for both online and offline services will be set up and multi-dimensional evaluations will be developed.

21. Refining the digital operation management of government services. A professional and digitalized government service operation team will be established to strengthen the analysis of performance efficiency metrics across all stages of government service delivery, including application, acceptance, and decision-making, and the analysis of the performance efficiency data of pro-enterprise policy services and the "Auto-Approval without Application" services, with a view to achieving real-time monitoring and dynamic tracking of the operational status of the "Government Online-Offline Shanghai" platform across the city, facilitating unobtrusive, intelligent, and precise evaluation of the performance efficiency of government service.

22. Intensifying the brand operation of the "Smart and User-Friendly Services 4.0" in government services. A system of "Department Directors (Section Chiefs) Lecturing on Policies an Providing Better Services" will be established to promote the unified brand identity, standardized management, and consistent service standards for the "Smart and User-Friendly Services 4.0" platform citywide. The IP branding of "Sui Shen Ban" (Always Accessible Services) and "Sui Shen Dui" will be improved. Reforms and innovations are supported, grassroots-level pioneering initiatives encouraged, "excellence in services" competitions launched, and effective practices summarized to promote their replication and adoption citywide.

All districts and departments shall effectively strengthen organizational leadership, enhance efficient interoperability between vertical and horizontal sectors and coordinatively advance government services within their respective districts, departments, and industries. It is essential to uphold a pragmatic work style, optimize services based on the satisfaction of public and businesses, and resolutely eliminate digital formalism. The Municipal Data Bureau shall provide planning and technical support for the citywide "Government Online-Offline Shanghai" system. The General Office of the Municipal People's Government shall enhance overall coordination, conduct in-depth pre-legislative research on improving administrative performance efficiency through "Streamlined One-stop Service", and strengthen the whole-process performance efficiency supervision of government services by incorporating the third-party evaluations on the "Government Online-Offline Shanghai" platform.