Breakthrough thinking, elevating service standards.

BHG - On the journey to building a service-oriented administration, the provincial Party Committee and government have continuously innovated their thinking, acted decisively, and effectively implemented initiatives to reform administrative procedures. This has not only improved the quality of service to citizens and businesses but also contributed to building a government that is close to the people, for the people, and strongly spread the spirit of "putting citizens and businesses at the center of service."

BHG - On the journey to building a service-oriented administration, the provincial Party Committee and government have continuously innovated their thinking, acted decisively, and effectively implemented initiatives to reform administrative procedures. This has not only improved the quality of service to citizens and businesses but also contributed to building a government that is close to the people, for the people, and strongly spread the spirit of "putting citizens and businesses at the center of service."

To create a breakthrough in reviewing and publishing administrative procedures, the province has pioneered integrating reform commitments directly into the published documents. Thus, instead of waiting for post-implementation review of administrative procedures, elements such as online public services, document digitization, process interoperability, electronic internal processing, and shortened processing times are applied from the outset. Currently, the province has 1,982 valid administrative procedures, of which 443 procedures have had their processing time shortened by 30%; 232 procedures have had their document requirements simplified, especially in the areas of criminal record checks, population management, and business. The province is also providing 648 fully online public services, 1,256 partially online services, and 543 fully digitized administrative procedures, eliminating the need for paper documents. The rate of timely and early resolution of administrative procedures at all three levels consistently reaches 98% to approximately 100%. The rate of digitized records reached 91.96%; the rate of electronic issuance of results reached 92.11%, with millions of information searches.

Officials from the Provincial Public Administrative Service Center guide citizens in submitting online applications at the public service kiosk.

While in 2022 the entire province had 205 centralized one-stop service centers (BPMC), now there are only 201. This is a remarkable result stemming from the policy of allocating BPMCs according to administrative boundaries, with only one point of contact per commune. Specifically, the BPMCs of Tran Phu Ward People's Committee ( Ha Giang City) and Dong Van Town People's Committee (Dong Van District), Meo Vac (Meo Vac District), and Vinh Quang (Hoang Su Phi District) have been consolidated into district-level BPMCs to receive and process all 267 commune-level administrative procedures in the area. This not only ensures professionalism and efficiency but also enhances the role of supervision and advice to the District People's Committee in state management. At the same time, it saves costs on building offices and operating information technology systems, and improves transparency in handling administrative procedures.

Along with the above results, the province implemented the policy of assigning leading officials within the planning scope to work at the Provincial Public Administrative Service Center (PVHCC), both to improve the quality of administrative procedures and to create an environment for practical training. The 2024 evaluation showed that out of 25 officials from 19 departments and agencies assigned to work there, 100% completed their tasks excellently. This is also an important foundation for effectively implementing the "5-in-1" model (receiving, appraising, approving, stamping, and returning results) in a digital environment right at the Provincial PVHCC Center. As a result, the rate of applications processed ahead of schedule increased dramatically from 8.25% (in 2021) to 99.63%, on time reached 0.05%, and overdue only accounted for 0.32%.

In addition, the Provincial Public Service Center has implemented a public service kiosk model to help people look up information on public services and submit applications online. The kiosks are arranged scientifically , have a user-friendly interface, and integrate complete information on administrative procedures, implementation processes, accompanying forms, and the ability to submit applications online on the spot. This not only helps citizens and businesses easily access, look up, and carry out administrative procedures but also contributes to shortening transaction time, reducing the workload for receiving officers, and enhancing transparency and openness in handling administrative procedures.

With the goal of putting citizens and businesses at the center of service, the province has put into operation the 1022 Public Service Information Hotline (1022 Hotline). This serves as both a channel for receiving feedback and suggestions regarding delays and inconveniences caused by officials, and an "electronic guide" providing complete information on administrative procedures (documents, processes, time, costs, and methods of implementation). In particular, the 1022 Hotline integrates a service for registering to receive and return results at home via public postal services, contributing to saving time and costs and promoting comprehensive digital transformation. The Department of Science and Technology has applied artificial intelligence (AI) to the 1022 Hotline platform to provide intelligent and appropriate answers for each specific case. This combination creates a 24/7 support system, opening up a new, friendly, and effective approach for citizens when using online public services.

"Leaving no one behind" on the digital transformation journey, the Provincial People's Committee has collaborated with the United Nations Development Programme (UNDP) in Vietnam to implement the initiative "Improving access to online public services for people in remote areas, ethnic minority communities, and particularly disadvantaged communes." This initiative, implemented in four communes across Bac Quang and Xin Man districts, is particularly significant because, for the first time, people in remote areas with limited infrastructure can submit administrative procedures online from their place of residence. This not only saves time and costs but also opens the door to equitable access to modern public services…

These impressive results once again affirm the province's strong commitment to administrative reform, paving the way for the creation of a modern, transparent administration that prioritizes citizens and businesses. This is also a crucial foundation for the province to promote sustainable socio-economic development in the digital age.

Text and photos: THU PHUONG

Source: https://baohagiang.vn/chuyen-muc-cai-cach-hanh-chinh/202506/but-pha-tu-duy-nang-tam-phuc-vu-4f245fe/