How Do Digital Technologies Enhance Public Service? A Review of the Governmental Administrative Reform in China
Keywords:
digital technologies, public services, governmental administrative service reform, Zhejiang, ChinaAbstract
Digital technologies play a crucial role in various sectors, enabling governments to provide more efficient, responsive, and transparent public services. China swiftly embraced this concept, and digitalized its governance, implementing the "Visit Once at Most" governmental administrative reform nationwide in 2018. This reform aims to minimize physical interactions between citizens and government agencies by utilizing online services or visiting the one-stop service window once at most in obtaining one service as defined by the citizens. Based on a review of Chinese and English literature, this study finds that the "Visit Once at Most" reform utilizes digital technologies to achieve government objectives, promote public participation, drive internal reform, and transparently deliver essential public services, ultimately leading to digital transformation. Unlike traditional e-government reforms, this reform generates a strong sense of gain for the public. Nevertheless, it also presents challenges related to long-term sustainability, user-friendly ecosystem development, and cross-departmental data sharing and regulatory adjustments.
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