Government's doorstep services making it easier

Government agencies of the Pudong New Area are now making it much easier for residents to get access to services in the community.
Huang Jianjian

Staff members deal with residents’ problem at Yinqiao doorstep service spot in Puxing Road community.

Government agencies of the Pudong New Area are now making it much easier for residents to get access to services in the community.

Since the beginning of the year the government has provided 42 services in seven categories, including government affairs, life, law, health and culture.

Pudong covers an area of 1,210 square kilometers and previously locals had to visit several different offices to get access to services over the vast land of the new area. But the new grassroots management system has been a breakthrough for government services and is now more accessible and easier to use.

In the first half of this year, Pudong government established service spots in the Lujiazui community, Puxing Road community, Chuansha Town and Shuyuan Town. And this local service system was expanded to 700 neighborhoods in all 36 communities and towns in Pudong.

Around 60 percent of locals will be able to enjoy the service by the end of this year and the system is expected to cover the entire new area by the end of next year.


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Wanyou market, one of the doorstep services in Lujiazui community

The service spot at Puxing Road community offers locals multiple services in just one single room.

Tangbei Village, at Shuyuan Town, is around 4 kilometers away from the township community service center. It is too far for local elderly people who have mobility issues. A service spot in the village has been built to enable villagers to apply for daily services such as taking ID photos, dealing with social security issues, receiving or replacing health records (log book), which means part of community affairs services are accessible on the villagers’ doorsteps.

Pudong Party secretary Weng Zuliang said that service spots on a local level should abandon their previous practices of one government agency dealing with just one service and that some services should be outsourced to improve efficiency and quality.

Among the four pilot communities and towns, some service spots cooperate with community service companies, while some others introduced professional institutes, such as law firms, and social organizations to expand resources for the creation of multiple community services.


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Residents inquire information at Shimin doorstep service spot in Lujiazui community.

The new area construction and transportation commission, environmental protection bureau and agricultural commission have referred housing administration, greenery and sanitation as well as agricultural services to Tangqiao community, Nanmatou community and Zhuqiao Town.

As a matter of fact, the doorstep service system is testing the coordination among different government agencies as well as their working capabilities.

When the fundamental services are accessible at local communities, community workers need to deal with all of the stuff involved.

For example, an online platform “community worker assistant” that Lujiazui community developed to integrate all information for the management is able to search residents’ service demands, explain government policy and deal with general matters online, which greatly facilitates the living and working of many office workers and young residents in the area.


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The information board writes the services provided from Tangbei Village doorstep service spot in Shuyuan Town.

Puxing Road community has prepared 251 questions and how they want them answered. The staff are then trained to master the Q&A to better serve and understand the locals’ needs.

Almost all of the neighborhood committees at the piloted communities and towns have changed their office layout and prepared service counters, meeting room and concierge for applicants to public services.

To reduce local residents’ unnecessary travel, Chuansha New Town, for instance, has established a service center at township level, six sub-centers at local residential quarters and 85 service spots on residents’ doorsteps.

Puxing Road community set up six professional service centers, six comprehensive service centers and 40 service spots at doorsteps.

According to the Shanghai 2040 Master Plan, all the community public service facilities will be accessible in 15 minutes by 2040. The doorstep service system is based on the concept.

Chuansha New Town covers a large piece of land and has a large population. Apart from the 85 service spots in the local community, more than 350 stations and workshops have been established to further cut the service radius.



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The entrance of Changdao Road residential area doorstep service spot in Puxing Road community

Puxing Road community establishes one comprehensive service center every square kilometer to provide residential quarters nearby to instant services.

There are also a number of online platforms help to improve the doorstep service system. At Beicai Town, people can book public services online, pay bills or buy groceries at the smart service station installed at each residential quarter.

Almost at the same time, a total of 142 doorstep care centers have covered 21 towns in Pudong. The next step is to build 100 more such facilities every year so there will be more than 500 by 2020.

The 24 towns throughout the new area have nearly 500,000 elderly people but they lack any elderly care service.

As a new mode of elderly care service emerges in Pudong’s rural areas, the establishment of doorstep care centers is a major step on the supply side of the elderly care service. It plays an important role to create and improve a social system for the elderly.

Apart from taking care of elderly people, the centers are also looking into resolving difficulties of the needy and ways of negotiating neighborhood disputes to promote peace, security and enhance cohesion among local communities.

Huang Jianjian

The doorstep service spot at Shimin residential area in Lujiazui community

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