Enterprises facing challenges can now simply make a phone call or send a WeChat message to get direct access to a designated contact and receive timely assistance. According to the Hefei Municipal Bureau of Industry and Information Technology, the city has established a dedicated service manager team for specialized and innovative enterprises, introducing an innovative service mechanism that emphasizes rapid enterprise reporting, departmental response, tiered responsibility, and closed-loop management. This initiative delivers precise and ongoing support to provincial and national-level specialized and innovative enterprises across the city, effectively addressing bottlenecks, difficulties, and obstacles in their development.
Who is responsible for serving these enterprises? Hefei has built a two-tier service manager system that links the municipal and county levels, ensuring full coverage of high-quality small and medium-sized enterprises (SMEs) and precisely aligning with their growth needs. At the municipal level, the Bureau of Industry and Information Technology, together with various industrial chain working groups, assigns a service manager to each national-level specialized and innovative "Little Giant" enterprise, with the lead units of the relevant industrial chain working groups taking charge of coordination. Meanwhile, all counties, cities, districts, and development zones will strengthen their own service manager teams, assigning managers to provincial-level specialized and innovative SMEs and national-level "Little Giant" enterprises within their jurisdictions to achieve comprehensive coverage.
How can enterprises submit their demands? To make it easier for companies to report issues and access services at any time, Hefei has opened up three key channels for collecting demands: offline visits, online platforms, and special symposiums. Service managers will regularly engage with enterprises through field visits, maintaining contact via phone or WeChat, and conducting at least one on-site visit per quarter to thoroughly investigate operational challenges related to research and development, production, financing, talent acquisition, and market access. Enterprises can submit their demands to their designated managers at any time. Online, the "Chuangxiang Hefei" innovation and entrepreneurship integrated service platform, along with Anhui's business environment optimization service platform, enables companies to submit demands with a single click and track progress throughout the entire process. Additionally, municipal and county-level industry and information technology departments will hold at least one symposium with specialized and innovative enterprises each quarter to listen to their concerns firsthand and collect development feedback.
How are enterprise problems resolved? For all types of demands, Hefei has implemented a tiered and categorized response mechanism with strict deadlines, defining clear handling procedures and timelines for different issues to prevent delays or negligence and ensure that every concern is addressed and followed up on. Routine matters such as policy consultations, qualification processing, and basic resource guarantees can be resolved immediately on-site by service managers, while other issues are to be coordinated and resolved within three working days. For specialized issues like market expansion, scenario integration, and payment arrears, managers will provide precise guidance to enterprises, directing them to use municipal supply-demand matching platforms, scenario service platforms, and official complaint channels to independently manage and connect with resources. Complex cross-departmental or cross-level issues will be logged into the business environment service platform within one working day and transferred for resolution through the platform's closed-loop mechanism. For particularly challenging problems that remain unresolved after multiple levels of coordination, they will be compiled and reported centrally, with the municipal economic operations service task force taking the lead. If necessary, these will be brought to municipal leaders for special review and targeted action.
How is service quality ensured? To avoid superficial service and fabricated problem resolution, Hefei has established a routine tracking, follow-up, and evaluation mechanism to solidify the service loop. Municipal and county-level industry departments will conduct quarterly follow-ups at their respective levels. The municipal level will focus on verifying the handling of coordinated issues, while county-level authorities will confirm the effectiveness of resolutions for local matters. Any cases involving enterprise dissatisfaction or insincere handling will be supervised for correction and re-implementation. According to a representative from the Municipal Bureau of Industry and Information Technology, the next steps include continuously strengthening the service manager team, conducting regular professional training to enhance their capabilities in policy interpretation, issue coordination, and enterprise services. By leveraging the full coverage of specialized and innovative enterprises as a foundation, Hefei aims to accelerate the creation of a service ecosystem that covers the entire enterprise lifecycle, supporting high-quality development and injecting new momentum into advancing new industrialization.
Source: Hefei Release
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