A Study on the Logic and Pathways for Enhancing Public Service Quality in Haikou Against the Background of Digital Empowerment Driving Border Closure Operations

Abstract

The launch of the full-island customs clearance operation at the Hainan Free Trade Port has ushered in a critical transition phase for Haikou's public service governance, shifting from a basic needs guarantee approach to one focused on optimizing services, mitigating risks, and promoting openness. As a central driver in reshaping the delivery of public services, digital technology offers new possibilities for addressing challenges such as population agglomeration pressures, the evolving structure of service demand, and the lag in transforming governance effectiveness within the context of customs clearance operations. This paper introduces the Digital Empowerment Theory into the context of customs clearance operations and constructs a four-tier analytical framework comprising data infrastructure, platform integration, scenario-based application, and smart decision-making. Based on official statistical data from Haikou City, the paper conducts a multi-dimensional assessment of the digitalization level of public services. The study finds that digital platforms such as HaiYiBan and HaiZhengTong have initially established a digital infrastructure for government services; however, challenges including cross-departmental data silos, the digital divide, fragmented scenario-based applications, and lagging effectiveness transformation continue to hinder the systematic improvement of public service quality. In light of these findings, this paper proposes an optimization pathway that involves coordinated efforts across three dimensions: data integration, scenario-driven approaches, and smart decision-making, aiming to provide theoretical insights and practical guidance for Haikou's development as a core pilot zone for the Hainan Free Trade Port.