Standardization management rules on government affairs service were recently released by the Beijing municipal government on its official website for soliciting public opinions, which will help to build a unified standard for the government to provide service.

According to the rules, government service centers at all levels should set up a hotline and assign operators. The rate of phone calls that get through should be above 90%. In addition to the manual service, the government service center should incorporate an intelligence internet system with the enterprise hotline 12345.

Government service can be accessed by companies and individuals either online or in person. If the applications are submitted in person, the departments shall conduct on-site examination of the materials and make a decision on whether to accept or not. If the applications are submitted online, the decision on whether to accept the application shall be made within one working day.

For those who need to provide supplementary materials, the department should issue a notice to inform the materials needed and the time limit. The city will also establish a code system for handling items, and implement the policy of "one enterprise, one case, one code." Relevant departments shall monitor the whole process of handling items.

In the future, government service centers at all levels will extend their working time to provide government affair services. First, during every working day, government service center will extend one working hour in the morning and the evening respectively to deal with the affairs appointed before. Second, lunch hours will be used to handle government affair services to meet the needs of citizens and companies. Third, major service affairs such as social security, medical insurance, civil administration, public security, housing security and affairs related to those who are disabled can be handled on Saturdays.

The hotline for complaints will be incorporated into Beijing 12345 citizen hotline. In addition, government service centers at all levels should consciously accept oversight from citizens and companies by disclosing information such as names, job descriptions, and contact information of government workers.

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