From Government-centric to People-centered Government:

A Reform of the Administrative Services in Zhejiang Province, China

Abstract

The government plays a critical role in providing public services and serving the interests of the public. However, the traditional government-centric mentality tends to prioritize what the government can do rather than considering the needs of the public. This article aims to explore the transformation of the Chinese government from a government-centric approach to a people-centric approach and evaluates the reform efforts. Based on a content analysis of both Chinese and English literature, this study reveals that the Zhejiang government has been engaged in a continuous administrative reform process since 1992, consisting of five distinct phases, leading to a gradual transformation into a citizen-centric government. The recent administrative service reform, known as the "Visit Once at Most”, initiated by the Zhejiang government and implemented nationwide, can most demonstrate the people-centered approach adopted by the government. The  reform places significant emphasis on meeting the public's needs, enhancing satisfaction, and ensuring a sense of gain as fundamental principles for delivering efficient services. The study also finds that administrative decentralization and the establishment of performance legitimacy within the Chinese political and governance system have played crucial roles in facilitating such a transformation. The study concludes with a discussion of the success factors and challenges associated with the ongoing reform efforts.