Title: One-stop service in government: best practice reports from the Chinese front line

Authors: Jing-Hua Li, Ying Shen

Addresses: Centre of Technology Innovation and Service Management, School of Management, Zhejiang Gongshang University, 18 Xuezheng Road, Hangzhou, 310018 P.R. China. ' School of Software Engineering, Zhejiang University of Technology, Pingfeng Campus, Hangzhou 310023, P.R. China

Abstract: Administration service centers (ASCs) are the beginning of the one-stop service in Chinese government besides electronic government. The purpose of this paper is to provide a practice report and a theoretical analysis of such an organisational innovation in public service. The methodologies are the case study and the statistical test. The finding is that the dominant factor that influences the service performance of an ASC is a traditional department since the ASC is still in its infancy with little force. Therefore, we propose to enhance the legal status of the ASC as one of the practical implications. The value of this paper is the explorative investigation of local organisational innovation of public service in China. First, a literature review is given. Second, the real situation of the ASC in Zhejiang is provided. Third, a concept model and hypotheses are proposed. Fourth, we provide the study process, including observed variables design, sample and data collection, reliability and validity, and model verification result, etc. Fifth, these findings are discussed. Sixth, administration implications are probed. Finally, we present the research limits and directions for further work.

Keywords: one-stop service; public services; organisational innovation; case study; China; one-stop shop; administration service centers; public administration; government services.

DOI: 10.1504/IJSEM.2008.019620

International Journal of Services, Economics and Management, 2008 Vol.1 No.2, pp.99 - 116

Published online: 17 Jul 2008 *

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