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

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.