The Suzhou Municipal Administrative Service Center is located at No 389 Sanxiang Road with adjacent office areas. Its office floor covers an area of 5,300 square meters. The east wing has a first floor area of 2,000 square meters and a second floor of 1,000 sq m. Its west wing has a second floor area of 2,300 sq m.
The building of the Suzhou Municipal Administrative Service Center (hereafter the center) was a project sponsored by the municipal government in 2002 that aimed to change the traditional model and system of examination and approval as well as reform government functions and systems. The center was founded and opened in August 2002 and enlarged in 2004 before it was put into full use on April 18, 2005. After its enlargement, the center added new service items like government purchases, medicine purchases, a legal aid center and document reference center for the convenience of enterprises and citizens.
For the past five years, the center has been exerting efforts to offer better service for civilians and business people. It aims at creating a better image and satisfaction for the people. It sticks to the five criteria of the center, namely, openness of procedures, promptness of handling, convenience, people-friendly management and supervision. It has been enforcing internal management and perfecting service measures to bring new progress in efficiency, quality of work and service level each year. For the time being, it has 53 departments, 481 examination and service items, and 220 servicing clerks. A total of 2,800 cases are processed daily. The center has handled a total of 2.1 million cases with applier satisfaction rate holding at 99 percent. On August 13, 2003, Mr. Wu Guanzheng, member of the Standing Committee of the Communist Party of China and secretary of the Party’s Central Discipline Inspection Committee inspected the center.
The center is a municipal level complex that serves functions such as information collection and consulting, examination, approval, fee collection, administration and coordination, complaint handling and supervision. Its chief duties are: examine and approve foreign and domestic investment applications, issue various documents, proofs and licenses; examine and approve utility use; issue licenses and proof for organizations and civilians; investment, tax policy and relevant proof application consulting, Q&A, data and info publishing; collection of statutory administrative fees; complaint management; and social services.
The municipal government decrees that the center should accept all legitimate cases, deal one case at one place, be fully authorized, and hear as well as close cases. Accepting all legitimate cases means the center deals with all authorized business within the center; dealing one case at one place means the center deals with no cases submitted outside the center; being fully authorized means all servicing windows at the center should be responsible for the original applicant and inform the person comprehensively at one time; hearing as well as closing cases means the center should hear the case and close it on time.
The center’s services aim at legitimate, scientific, standardized and computerized directions with supporting information networking technology as the basis for scientific management. The center has a real-time supervision management platform utilizing processing windows. All departments have Internet connections to shorten examination steps and enhance efficiency. On September 13, 2006, the center passed ISO9000 inspection, a certificate from the international quality control system as a result of the good management level of the center.
While accepting cases, the center strictly abides by an openness principle concerning regulations, applicants, content, procedure, material, deadlines, charges and charging basis. Cases are classified according to its application. For each application, uniform formats and notices are printed; the center has four touch screens for applicant info search. The government decrees that the center function in coordination with all bureaus: the Development and Reform Committee for construction and property issues; Economic and Trade Bureau for technology reform and industry cases; Foreign Trade Bureau for foreign investment; Construction Bureau for city utility; and Industrial and Commercial Bureau for small business.
The center believes that service to people is realized through its daily work and utilizes various communication means to provide convenience for citizens. The staff must be familiar with processing procedures and results, which can be checked through automatic phone service and 128 operators. Finished cases are notified by SMS and website. Consulting counters and disabled aid escalators have been installed. The website is constantly updated.
The center has been sponsoring online services. In Oct 2003, an online examination platform was set up. Office software was upgraded to speed up and reinforce its functions. By the end of 2006, online case handling reached 43,893 cases. To date, 722 total prejudication cases account for 93 percent of total cases. The network has been extended to municipal (county), district levels and the above mentioned 17 bureaus and committees.