Tianfu New Area, guided by the principles of citizen-centric governance, has launched a comprehensive transformation of its public service delivery model. This strategic initiative prioritizes enhanced accessibility to government services while focusing on measurable improvements in citizen satisfaction and public value creation. Through systematic administrative reforms and service delivery innovations, Tianfu New Area has established new benchmarks in operational efficiency and service excellence, fostering an administrative ecosystem that promotes both civic engagement and business development.

Integrated Service Delivery: Streamlining Administrative Processes

First, Strategic Centralization through the Single-Entry Framework: In compliance with the “Three Centralizations and Three On-Sites” directive, Tianfu New Area has successfully consolidated the delivery of more than 1,500 administrative and public services within the Tianfu New Area Civic Center. The facility implements an innovative “1+6+3+3” service zone configuration, establishing a comprehensive service delivery model that ensures all administrative approvals are processed within a single location. Second, Implementation of Universal Service Windows: The Civic Center has introduced integrated service counters to eliminate departmental boundaries. A comprehensive service catalog comprising 845 administrative procedures has been published, with all services processed and certified through these unified access points, achieving true single-window processing across all departments.

Enhanced Operational Efficiency: Advancing Service Excellence

First, Expansion of Specialized “Single-Process Solutions”: Building upon the national framework of 13 standardized processes, Tianfu New Area has developed three additional specialized service packages: “bookstore establishment”, “labor dispatch company formation”, and “pharmacy registration”. These services are fully integrated into the universal service windows, enabling complete processing through a single access point. Second, Cross-Jurisdictional Service Integration: Through strategic collaboration with Meishan Tianfu New Area, five key administrative processes – enterprise registration, simplified business deregistration, newborn documentation, inter-regional healthcare registration, and new taxpayer service packages – can now be completed through multiple channels, including full digital processing, remote submission and handling, and cross-regional document acceptance. Third, Proactive Service Delivery Enhancement: In the context of newborn registration services, Tianfu New Area has pioneered three proactive insurance enrollment pathways: immediate enrollment during delivery for in-area births; personalized outreach services, including home visits and maternal follow-up consultations for out-of-area births without local medical contact; and streamlined in-hospital enrollment services for infants born elsewhere but receiving pediatric care within the area.

Digital Self-Service Innovation: Expanding Accessibility Through Technology

First, Strategic Deployment of Integrated Service Terminals: Tianfu New Area has built a comprehensive network of 21 advanced self-service terminals across 18 strategic locations, encompassing the Civic Center of Tianfu New Area, Sub-district offices, community centers, industrial parks, financial institutions, postal facilities, and commercial centers. The Civic Center features an automated document retrieval system, establishing an accessible self-service zone operating 24/7. Second, Cross-Sector Service Integration: The self-service platform has been engineered to address high-frequency inquiries, routine transactions, and essential document services. These terminals now integrate functionalities across multiple sectors, including social security administration, healthcare services, housing fund management, taxation, public security, education, civil affairs, housing and construction, and cultural-recreational services. The platform currently supports more than 160 distinct administrative services and applications.

The implementation of these strategic initiatives has yielded significant procedural efficiencies. For the three specialized service packages, documentation requirements have been streamlined by 40%, reducing the required materials from 25 to 15 items. Processing times have decreased by 63%, from 16 to 6 business days. Over 160 consultations across five service categories have been successfully processed under the cross-jurisdictional service framework. The rate of insurance enrollment for the newborn has reached 98%. The modernization of service delivery infrastructure has generated substantial operational efficiencies. The strategic deployment of 21 integrated self-service terminals across communities, industrial zones, financial institutions, postal facilities, and commercial centers has transformed service delivery, resulting in over 8,000 autonomous transactions. This comprehensive network reinforces the area’s commitment to accessibility while establishing a neighborhood-centric service model that brings government services directly to residents’ doorsteps.