Press Release for Media Briefing of the Shanghai Municipal Government on May 15, 2026

2026.05.15

On the morning of May 15, the Information Office of Shanghai Municipality held a press briefing, where Zhang Xiong, deputy secretary-general of the Shanghai Municipal Government and director of the General Office of the Shanghai Municipal Government, introduced the details of the Action Plan of Shanghai Municipality for Deepening the “Government Online-Offline” Reform and Building the Best Experience Place for “One-stop Government Services.” Zhou Xiaoyan, deputy director of the General Office of the Shanghai Municipal Government, Pu Yapeng, deputy director of the Shanghai Municipal Commission of Economy and Informatization, Zhai Jinguo, deputy director of the Shanghai Municipal Commission of Science and Technology, Fu Chen, deputy director of the Shanghai Municipal Commission of Health, and Qiu Ling, chief of the Exit-Entry Administration of the Shanghai Municipal Bureau of Public Security, attended the briefing and answered questions from reporters.In recent years, Shanghai has continued to deepen the reform of its Government Online-Offline Shanghai platform, while striving to bolster One-stop Government Services. The city has achieved notable progress in enhancing administrative efficiency, improving public services and livelihoods, and optimizing the business environment. Delivering tangible benefits to the public has always been both the starting point and ultimate goal of government services. In line with higher standards for one-stop government services and growing expectations from businesses and residents, Shanghai has formulated the Action Plan of Shanghai Municipality for Deepening the “Government Online-Offline” Reform and Building the Best Experience Place for “One-stop Government Services”.I. Reform Achievements on One-stop Government Services First, Shanghai has continued to improve its government service system under the principle of “one portal for all services.” Online, the city has established the Government Online-Offline Shanghai platform that integrates services across different administrative levels, departments and regions, enabling users to access services through a single portal. The platform currently offers 3,156 service items, with more than 89.27 million registered individual users and over 4.91 million corporate users, while cumulative applications processed have exceeded 805 million. Shanghai has also worked to make government services “as convenient as online shopping.” More than 80% of services can now be handled online, while intelligent pre-filling covers over 70% of high-frequency services and pre-review rates exceed 90%. Offline, the city has promoted the “single-entry, end-to-end service” model by advancing the “two concentrations” reform (a government reform model under which approval functions are consolidated internally within government departments, while administrative approval units are institutionally relocated to government service centers for centralized operations) and integrated service windows, aiming to deliver more accessible and user-friendly government services for residents and businesses.Second, Shanghai has continued to innovate its government service model with a focus on delivering services more efficiently and effectively. The city has strengthened integrated service handling by advancing initiatives such as “Birth-related One-stop Services,” “Business Change One-stop Services,” and “Store Opening One-stop Services,” enabling multiple procedures to be completed through “one-time notification, one unified application form, one set of materials, and one online platform.” Shanghai has also continued to improve cross-regional government services. More than 650 remote virtual service windows have been established across the Yangtze River Delta region, while over 400 services are now available through cross-provincial processing. The coordinated legislation for Yangtze River Delta “Government Online-Offline” officially came into effect on May 1. At the same time, the city has further expanded its “services without application” model. A total of 826 policy programs at both municipal and district levels now provide “benefits upon eligibility without application,” serving enterprises more than 7.06 million times. At the municipal level, 50% of policy programs are now covered by the “no-application-needed” mechanism. Shanghai is also extending the concept of one-stop government services into grassroots governance and industrial development, while broadening it toward the handling of “one category of matters.” The city is exploring new service scenarios such as “Going Global One-stop Services” and “Technology Innovation One-stop Services.”Third, Shanghai has remained committed to a problem-oriented and results-oriented approach to continuously improving the effectiveness of government services. The city has further enhanced feedback channels, including the government service evaluation system, the 12345 citizen service hotline, and dedicated “Hard-to-Process Matters” service windows, to promptly collect, analyze and address issues raised by businesses and residents. Shanghai regards the public evaluation system as both a “customer review platform” for government services and a “barometer” and “thermometer” reflecting public satisfaction with administrative services. While ensuring that complaints are handled immediately and issues are rectified as soon as they are identified, the city has also focused on addressing recurring and underlying problems that concern businesses and residents in their daily lives. Overall public satisfaction rates for government services have consistently remained above 99%.II. Main Contents of the Action Plan First, Shanghai will upgrade full-process services for pro-business policies and expand the efficiency and coverage of “benefits upon eligibility without application” and “direct and fast policy delivery.” The city will deepen the “three synchronizations” reform (ensuring that information disclosure is carried out simultaneously with incident handling, public response, and public opinion guidance) in the formulation of pro-business policy documents, striving to ensure that policies can be implemented through the “no-application-needed” mechanism as soon as they are introduced. Shanghai will also strengthen coordination in policy services by enhancing collaboration between municipal and district authorities, enabling policies across the entire industrial chain to be delivered more effectively through “benefits upon eligibility without application” and “direct and fast delivery.” In addition, the city will further improve policy implementation outcomes by upgrading the “Suishendui” platform to provide unified policy application and disbursement services.Second, Shanghai will advance the integration of artificial intelligence with government services in a safe, prudent and orderly manner, further promoting “smart and user-friendly services” and making government procedures simpler and easier to handle. The city will continue to optimize the Government Online-Offline platform and enhance the digital and intelligent capabilities of the “Suishenban” platform by upgrading its dual engines for intelligent assistance and smart approval. Shanghai will also develop AI-powered government assistants to support staff through a “learning through working” approach, while exploring AI-enabled services that allow businesses and residents to “communicate while handling services.” At the same time, the city will strengthen its governance framework for intelligent government services and ensure the implementation of relevant security responsibilities and safeguards.Third, Shanghai will enhance the integrated “online + offline” service experience and build a new government service model featuring efficient coordination and complementary service channels. The city will promote greater alignment between online and offline procedures through unified standards and coordinated workflows, ensuring consistent service quality across channels. Shanghai will also accelerate the “dual optimal” reform for online and offline services by creating the “shortest-path” service workflows while ensuring that administrative procedures remain “as simple as possible while fully compliant.” In addition, the city will further improve the internationalization of government services by strengthening the service capabilities of the “Shanghai International Portal” and launching a dedicated integrated service section for “Going Global One-stop Services” to better support enterprises expanding overseas.Fourth, Shanghai will balance the leading role of core cities with the unique strengths of different regions to further advance Yangtze River Delta “Government Online-Offline.” The city will promote greater cross-regional business coordination and institutional innovation, while expanding service models such as sequential processing, integrated processing and “no-application-needed” services across the Yangtze River Delta region. Shanghai will also improve the management and dynamic updating mechanism for the Yangtze River Delta government service catalog. Taking the implementation of the coordinated legislation on Yangtze River Delta “Government Online-Offline” as an opportunity, the city will support pilot initiatives in areas including the Yangtze River Delta Eco-Green Integrated Development Demonstration Zone, the G60 Science and Technology Innovation Corridor, the Jiading-Kunshan-Taicang Collaborative Innovation Core Circle, and the Shanghai-Nanjing Industrial Innovation Belt, with the aim of creating new benchmark scenarios for cross-provincial government services.Fifth, Shanghai will improve its feedback and suggestion resolution mechanisms and strengthen closed-loop management to enhance the responsiveness and effectiveness of government services. The city will further leverage the role of “government service experience officers” to assess whether procedures are smooth, services are efficient and user experiences meet expectations from the perspective of businesses and residents. Shanghai will also explore cross-regional coordination mechanisms for handling public and corporate service requests within the Yangtze River Delta region, while incorporating “benefits upon eligibility without application” policies into the government service evaluation system. At the same time, the city will increase the disclosure of issues related to negative service evaluations and regularly publish representative cases to the public. In addition, Shanghai will strengthen mechanisms for immediate response to public complaints and for using evaluations to drive improvements, shifting from resolving individual cases to systematically addressing broader categories of issues.“As a city, Shanghai strives to make life better, and better services make that experience even warmer.” As a people-centered city, Shanghai is committed not only to reserving the best resources for the people, but also to providing businesses and residents with higher-quality government services. Shanghai will continue to deepen reform efforts and pursue further optimization and upgrading, with the goal of becoming the best experience place for one-stop government services. The city also welcomes broad public participation and support in advancing the reform of one-stop government services, so that through joint contribution, governance and shared benefits, government services and user experiences can continue to improve.