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Convenient and high-quality urban public services are an important factor affecting the public's sense of gain and satisfaction, and the quality or failure of public services should be evaluated by citizens. In order to understand the public's feelings and evaluations of the convenience of public services in various districts of Guangzhou, to evaluate and promote construction, and to enhance the sense of public service experience, the Nandu Poll Center has carried out public service convenience surveys and research for the third consecutive year, and recently released the "Guangzhou Urban Public Service Convenience Report (2021)" (hereinafter referred to as the "Report"). The report was compiled by the Nandu Poll Center on the convenience of public services in various administrative districts of Guangzhou, based on the understanding of the evaluation of 11 public services in the area where they live in the government service (including community convenience service), water supply service, power supply service, pipeline gas service, cable TV and communication network service, ecological environment and urban environment, public transportation, cultural and sports services, medical services, education services, and pension services, and used the survey data to quantitatively evaluate the convenience of public services in Guangzhou.
The report shows that the convenience score of 11 public services in Guangzhou has further improved compared with the previous two years. Among them, the convenience evaluation of government services (including community convenience services) jumped to the first place for the first time this year, and the score was significantly higher than that of other public services; power supply, pipeline gas and water supply services followed closely behind and continued to maintain higher scores; the scores of old-age services and cultural and sports services were significantly improved compared with last year. From the perspective of different regions, the comprehensive score of public service convenience obtained by each district has increased to varying degrees compared with last year, and the gap between districts has further narrowed, of which the comprehensive score of public service in Yuexiu District and Liwan District has led the city for three consecutive years, followed by Haizhu District, Huangpu District and Nansha District, and the comprehensive score of Huangpu District has increased most obviously compared with last year.
Government services (including community convenience services): More than 90% of respondents gave praise
In this survey, the respondents evaluated the convenience of public services in their areas of residence one by one. According to the statistical results, the respondents' praise rate for government services (including community convenience services) reached 91.78%, and the convenience score was 92.29 points, ranking first for the first time.
In recent years, Guangzhou has taken many measures to improve the quality of government services, which has greatly improved the experience of citizens. The results of this survey reflect the effectiveness of the reform, and the respondents' evaluation of the convenience of government services has improved significantly. Specific to different regions, the three old cities of Haizhu, Liwan and Yuexiu continued to cover the top three in the convenience score of government services (including community convenience services); the scores of Zengcheng District and Haizhu District increased by 10.26 points and 10.07 points respectively compared with last year, and the progress was quite obvious.
Specifically, respondents were most satisfied with the environmental hardware of the government service hall, followed by handling, approval efficiency, online convenience, and staff service attitudes. However, some respondents said when filling out the questionnaire that the location of the government service center in some districts is not convenient enough, and it takes a long time to go to the office, hoping to further do a good job in supporting the community, optimize the community to handle the nearest, and facilitate the citizens to do things.
Power supply, water supply and pipeline gas services: Huangpu District scored more
In the survey for three consecutive years, the convenience scores of power supply services, pipeline gas services and water supply services have always been high, and the score of this survey also ranked second to fourth. In terms of power supply services, 85.09% of the respondents gave a positive review, and the convenience score was 89.78 points. Among them, yuexiu district still has the highest praise rate among respondents, followed by Liwan District, Huangpu District, Haizhu District and Baiyun District. Huangpu District's power supply service convenience score increased by 13.05 points from last year, the largest increase among all districts in the city. Specifically, respondents were the most satisfied with the convenience of electricity inquiries and payment, followed by the stability of power supply, and the satisfaction rate with online handling, inspection and maintenance, fault repair, billing accuracy and other aspects also exceeded 40%.
In terms of gas services, 81.86% of respondents used pipeline gas. Among the respondents who used pipeline gas, 85.12% praised the public service, and the convenience score was 89.04 points. Specific to each district, the "old three districts" Haizhu District, Yuexiu District and Liwan District still won the top three in the convenience score of pipeline gas services; Huangpu District scored 88.29 points, an increase of 9.02 points over last year, the greatest progress.
In terms of water supply services, 82.53% of the respondents gave it a positive review, and the convenience score was 88.97 points. The highest score among the districts was still Yuexiu District, with 92.68 points, followed by Liwan District and Haizhu District with 92.18 points and 90.92 points, respectively. The service also improved the most, with a score of 88.95 points this year, an increase of 9.91 points from last year. Specific to the different aspects of water services, respondents were most satisfied with the stability of water supply (46.59%) and the ease of inquiry and payment (45.32%).
In terms of water supply pressure, Huangpu, Tianhe, Liwan and Panyu have respondents who have raised the unstable water pressure of residential buildings, hoping that the water supply company can assist in overhauling or replacing the pressurization system; in terms of water quality, some respondents in Liwan District have proposed that the water coming out of the faucet has unknown impurities, hoping that the public water quality testing report can provide more details or analysis. In addition, some respondents hope that the number of offline service points can be appropriately increased to facilitate on-site business.
Public health care: More than 80% of respondents believe that it is convenient to seek medical treatment near their home
In the survey, 66.95% of the respondents said that they knew the distribution of large general hospitals and community hospitals near themselves, 37.82% knew the distribution of specialized hospitals, and 1.62% were not sure which medical institutions were in the surrounding areas. In terms of the convenience of medical treatment, 81.26% of the respondents gave a good review, scoring 86.06 points. Among the specific districts, Yuexiu District continued to rank first with 92.51 points, followed by Liwan District with 89.46 points, except for Conghua District, Huadu District and Panyu District, the rest of the districts scored more than 80 points. It is worth noting that Conghua District's score this year has increased by 12.68 points compared with last year, which is the area with the largest increase in score.
According to the survey results, more than 50% of the respondents were the most satisfied with the coverage rate of medical places, followed by the medical level and the quality of medical staff services; but the satisfaction rate of respondents with the payment methods of medical expenses and the degree of service intelligence was relatively low, accounting for only 24.19% and 23.25% respectively.
In the link of appointment registration, some respondents said that some community hospitals have not yet accessed the appointment system, and registration must be queued on the spot, which is not very convenient, hoping that more community hospitals can access the appointment registration platform; some respondents mentioned that many hospitals have not provided sufficient registration guidance and other help to the elderly after implementing appointment registration, resulting in obstacles for the elderly when they visit the doctor. In addition, some respondents hope that the hospital can appropriately open additional departments on holidays to facilitate office workers to seek medical treatment.
Public Education and Public Pension: Yuexiu District ranks first consecutively
In terms of public pension and public education involving "one old and one small", the convenience scores were 84.95 points and 85.45 points, respectively.
Among them, in terms of public pensions, the service awareness rate has increased by 21.87% compared with last year, and only 14.48% of the respondents said that they are not clear about public pension services and institutions near them. 67.97% of the respondents believe that it is more convenient to enjoy old-age services near their homes, and the convenience score is 84.95 points. From the perspective of each district, Yuexiu District (90.00 points), Haizhu District (88.24 points), and Liwan District (87.63 points) won the top three places.
In terms of public education, 77.69% of people believe that it is more convenient to go to school near their homes. Specific to each district, Yuexiu District, which is rich in educational resources, scored 92.67 points, ranking first; Nansha District scored 88.04 points, rising to the second place; except for Conghua District, the rest of the districts scored more than 80 points. Respondents were asked what aspects of education services they were satisfied with, with the proportion of nearby school attendance (43.70 per cent), the number of public school places (40.72 per cent), the level of teaching quality (38.76 per cent) and the quality of teaching staff (38.33 per cent).
The survey found that the satisfaction rate of respondents in Nansha District with the number of public school degrees and the level of teaching quality is higher than that of other districts, which may be related to the successive establishment of high-quality educational resources in Nansha District this year. On the other hand, the satisfaction rate of respondents in Nansha District with going to school nearby ranked last among all districts. Several respondents said that the school is far from home and takes a longer time to pick up and drop off every day, and hopes that the education department will consider adding more schools, and they are distributed in different precincts to avoid getting together.
Cultural and Sports Services: The convenience score increased the most from last year
In the first two years of the survey, the convenience score of cultural and sports services was at the bottom. According to this year's survey results, 75.56% of the respondents believe that it is more convenient to enjoy cultural and sports services near their homes, and the convenience score is 84.45 points, an increase of 11.95 points over last year, which is the largest improvement in the score of this survey. Judging from the evaluation of respondents in various districts, Huangpu District (90.56 points), Yuexiu District (87.57 points) and Liwan District (87.18 points) scored the highest.
Specifically, respondents were familiar with public event plazas, libraries, parks, and community cultural stations, and were more than 40 percent aware of the distribution of these four types of venues. 54.77% of the respondents were satisfied with the convenience of participating in cultural and sports activities near their homes, 51.28% were satisfied with the quality of cultural and sports facilities, 49.32% were satisfied with the coverage rate of cultural and sports venues, and 47.79% were satisfied with the frequency of cultural and sports activities.
Among the respondents who were not satisfied with cultural and sports services, their opinions focused on the aspects of old cultural and sports facilities and the inability of space to meet demand. Some respondents pointed out that the community population is too large, and the existing venue cannot accommodate different groups of people to move at the same time; some respondents hope that public libraries will increase the number of reading seats and take measures to solve the problem of seat occupancy.
Cable TV and communications networks: Respondent feedback remains focused on broadband network services
Cable TV and communication network services include cable TV, fixed telephone, mobile communications, network broadband four aspects. In this survey, the popularity rate of cable TV, mobile communications and network broadband is more than 70%, and the praise rate of fixed telephones is 66.70%. The overall convenience score was 82.22 points, an increase of 3.39 points from last year. Among the districts, Yuexiu District (86.86 points), Nansha District (86.27 points) and Liwan District (85.41 points) scored high on the convenience of cable TV and communication network services.
With the rapid development of the Internet, the public's requirements for communication network services are also increasing. In this survey, respondents' dissatisfaction with communication networks is still mainly focused on network broadband. Some respondents mentioned that the broadband network speed at night is unstable, there is a problem of intermittent disconnection, and some respondents have reported that the broadband charges are high and the broadband customer service telephone is difficult to dial. In addition, some respondents in this survey reported that the internal 5G signal cannot be received, and the network is more unstable after using 5G.
Traffic and environment: Liwan District topped the list
In terms of transportation, 87.14% of the respondents believe that it is more convenient to take public transportation near their homes, and 17.72% of the respondents believe that the surrounding traffic is more congested, and the overall convenience score is 83.25 points, an increase of 2.12 points over last year. Among the districts, Liwan District (87.53 points), Huangpu District (87.41 points), Yuexiu District (87.12 points) and Nansha District (86.67 points) scored higher in convenience. The proportion of respondents in Panyu, Zengcheng and Tianhe all reported traffic congestion problems by more than 15%, significantly higher than other regions.
Specific to the different aspects of transportation services, respondents were more satisfied with the rationality of station and route settings, more than 40%, followed by safety and internal cleanliness and comfort, accounting for nearly 40%, while the satisfaction rate of barrier-free travel packages or assistance was relatively low, only 28.96%. In addition, some respondents mentioned that there are more and more stations in the Guangzhou Metro that implement peak passenger flow control and the passenger flow is getting larger and larger, hoping to alleviate this problem and improve the ride experience by adding new ground bus lines and encrypting subway trains.
In terms of ecological environment and urban environment, 75.80% of the respondents were satisfied with the ecological environment and urban environment, with a comprehensive score of 84.95 points. Among them, Liwan District, Haizhu District, Huangpu District, Baiyun District, Yuexiu District and Tianhe District all scored more than 85 points, which was better; compared with the survey results last year, Haizhu District, Baiyun District, Huangpu District and Zengcheng District all scored more than 10 points, which was a big improvement.
Data Description:
The Nandu Poll Center conducted this survey for permanent residents in all districts of Guangzhou from April 16 to August 15, 2021, using a combination of street interception visits and online targeted investigations. According to the seventh census data released by the Guangzhou Municipal Bureau of Statistics, the samples are distributed according to the proportion of the permanent population in each district to the city's population.
The survey mainly consisted of respondents' evaluations of the convenience of the aforementioned 11 public services. All the indicators in the questionnaire were evaluated using the five-level scale of "very convenient/satisfactory", "relatively convenient/satisfactory", "general", "relatively inconvenient/dissatisfied", "very inconvenient/dissatisfied", of which "very convenient/satisfied" and "relatively convenient/satisfied" were regarded as positive reviews, and the convenience score was converted from the five-level scale to the percentage system score.
A total of 1174 valid questionnaires were collected in this survey. The birth years of the respondents covered the post-50s to the post-00s, of which the post-80s, post-90s and post-00s accounted for a relatively high proportion, respectively, 40.37%, 37.65%, 10.73%; from the perspective of gender, men accounted for 52.13%, women accounted for 47.87%; from the perspective of permanent areas, the distribution of respondents was roughly close to the distribution of the permanent population in Guangzhou, and the respondents in Baiyun District, Panyu District and Tianhe District accounted for a relatively high proportion, accounting for 20.70%, 15.16% and 13.97% respectively.
Project Producer: Nandu Poll Center
Project Producer: Xie Bin Zhang Chun
Project Leader: Nandu Researcher Wen Yiran
Project Execution: Nandu Researcher Li Weifeng Wen Yiran Tu Changfang Mai Jieying Xie Xiaoqing Shen Hongyuan Intern Chen Jiyou Zhang Ying Huang Ziyi Li Minghui