Shenzhen Bao'an District Government Service Management Office - Survey on Satisfaction with Government Services in Bao'an District, Shenzhen
Company overview
The Shenzhen Bao'an District Government Service Management Office is a government functional department responsible for coordinating, managing, and optimizing the district's government service matters, window platforms, and operational mechanisms. Its responsibilities include the operation and management of all government service halls across the district, the formulation and enforcement supervision of service standards, and a commitment to enhancing the efficiency, fairness, and public satisfaction of government services. As the 'Smart Government' and 'Delegation, Regulation, and Service' (DRT) reforms advance, the Bao'an District Government Service System actively explores public participation mechanisms and introduces third-party monitoring tools to promote continuous optimization and transparent management of government services.
Research background
Government services serve as the first point of interaction between the government and citizens, directly influencing public perceptions of governmental administrative effectiveness and trust. In line with the service philosophy of 'people-centered governance,' and in pursuit of convenient, efficient, and transparent service objectives, the Bao'an District Government Service Management Office urgently needs to employ third-party research methods to systematically assess current levels of satisfaction with government services and identify key weaknesses in the service process. This will enable continuous improvements across all levels of government service halls in the district—particularly in service environments, business procedures, and guidance and consultation—thereby significantly enhancing the citizen experience and sense of service value.
Research scope
From June to July 2015, CEIDEA Research was commissioned by the Bao'an District Government Service Management Office to conduct a comprehensive survey on satisfaction with government services across the entire district. This study covered 71 government service halls and service windows throughout Shenzhen Bao'an District, including district-level functional departments, street-level service halls, and community convenience service points. The research employed a combination of on-site interviews and telephone follow-ups, focusing on three key aspects of government service delivery: first, the overall service environment (including queue waiting times, facility layout, and hygiene and safety conditions); second, the quality of consultation services (covering response efficiency and accuracy in telephone consultations, as well as the attitude and professionalism of on-site guidance staff); and third, the actual experience during service transactions (such as clarity of required documents, simplicity of the service process, service efficiency, and the professionalism of service personnel). All data were collected according to standardized indicators to ensure objectivity and comparability.
Expected outcomes
This government service satisfaction survey will comprehensively reflect the differences in service quality among various government service units across Bao'an District during actual operations, revealing key issues and areas for improvement. The final monitoring report will provide the Bao'an District Government Service Management Office with a quantifiable, trackable, and comparable service quality evaluation framework. Beyond offering concrete guidance for current service improvements, it will serve as a foundational reference for the future development of government service supervision mechanisms and training systems, promoting a scientific, standardized, and refined operational model for government services and continuously enhancing public satisfaction and governmental credibility.
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