Administrative reform: Putting the people at the center.

BAC NINH - Operating a two-tiered local government system places higher demands on administrative reform, especially at the commune level. Thanks to innovative management methods, improved staff capacity, and using citizen satisfaction as a benchmark, administrative reform at the commune level is gradually becoming more effective, better meeting the needs of citizens and businesses.

Create the most favorable conditions.

As the central location of the former mountainous Son Dong district, the demand for administrative services at the Son Dong Commune Public Administrative Service Center is always high. The large geographical area, scattered population, and large number of ethnic minorities make accessing and completing administrative procedures difficult for residents.

The working group from the Son Dong Commune Public Administrative Service Center goes to the villages to receive applications and process administrative procedures for the people.

To facilitate this process, on January 6, 2026, the People's Committee of the commune issued a plan to implement a model of digitalization and electronic authentication at the residential level. Every Saturday, the working group of the Commune's Public Administrative Service Center directly visits the villages to digitize permanently archived documents, documents with high access frequency, and documents serving the resolution of administrative procedures; and receives and processes applications for citizens right at the local level.

The highlight of this model is that most administrative procedures are received and processed right at the resident's place of residence, minimizing the need for people to travel multiple times. For procedures requiring verification time, officials directly deliver the results to households after completion. This approach not only shortens waiting times but also reduces travel costs, especially for households far from the city center.

According to statistics from the Administrative Procedure Resolution Information System, in the first quarter of 2026, the entire province received more than 596,800 administrative procedure dossiers, of which the commune level received more than 388,700 dossiers. The rate of timely and on-time resolution at the provincial level reached 98%, and at the commune level reached 99.6%.

After three months of implementation, the commune's Public Administrative Service Center has received and processed over 1,000 administrative procedure applications right in the villages, accounting for more than 20% of the total number of applications in the entire commune. "Since the model was implemented, people no longer waste as much time traveling as before. What I'm happiest about is that I don't have to submit additional documents as many times as before," shared Mr. Luc Van Son (born in 1964), residing in Va village, Son Dong commune.

Faced with an increasing workload, many localities in the province are proactively innovating and promoting initiatives to improve the efficiency of administrative procedures. In Xuan Cam commune, the "one-stop" service center operates in a professional and modern manner. Upon arrival, officials directly assist and guide citizens in completing their applications, and online applications are increasingly accepted. For elderly people or those with mobility difficulties, the "mobile" team of the commune's Public Administrative Service Center goes to their homes to receive and deliver results. As a result, many procedures have been shortened by 20-30% compared to regulations; the rate of online applications has reached 100%.

In Kinh Bac ward, from the beginning of January 2026, the Ward Public Administrative Service Center implemented a "digital one-stop shop" model, ensuring 100% of documents are digitized from the initial stage, contributing to reducing the time for circulation, processing, and storage. The Center applies a "four-in-one" mechanism (reception - assessment - approval - delivery of results), thereby shortening the process and limiting the transfer of documents through multiple intermediate stages.

Similarly, in Tien Phong ward, the Ward Public Administrative Service Center proactively assigns staff to specific areas and promotes the application of information technology in receiving and processing administrative procedures. The Center implements the "Friday No Appointment" model. When individuals and organizations come to perform administrative procedures on this day, they are guided to complete their documents, processed, and receive results on the same day, without needing to write an appointment slip.

Comrade Ngo Duc Minh, Director of the Tien Phong Ward Public Administrative Service Center, said: “Organizing the reception and processing of administrative procedures in a transparent and open manner, with strong application of information technology, has contributed to improving the efficiency of work. To date, 100% of applications from citizens and businesses are received through the National Public Service Portal; the rate of applications processed ahead of schedule has reached 99.4%.”

Maximizing the effectiveness of initiatives and solutions.

The initiatives and solutions in administrative reform at the Public Administrative Service Centers of communes and wards in recent times have contributed to shortening the time for processing procedures, reducing costs, and improving the quality of service for citizens and businesses. According to statistics on the Administrative Procedure Resolution Information System, in the first quarter of 2026, the entire province received more than 596,800 administrative procedure dossiers, of which the commune level received more than 388,700 dossiers.

Officials at the Xuan Cam Commune Public Administrative Service Center guide citizens through administrative procedures.

The rate of timely and on-time resolution at the provincial level reached 98%, and at the commune level reached 99.6%. By the end of March 2026, Bac Ninh achieved 96.01 points, ranking 5th out of 34 provinces and cities in implementing the index for serving citizens and businesses, an increase of 11.02 points and 21 ranks compared to the beginning of the year. However, reality in localities shows that the process of administrative procedure reform at the commune level still faces some difficulties such as: increased work pressure while staffing is being streamlined; in some localities, there is still a situation of overdue processing of applications…

To further enhance the effectiveness of administrative reform, the Provincial People's Committee requests that departments, agencies, and localities accelerate digital transformation, digitize documents and online public services, ensuring that 100% of eligible documents are received online and digitized from the outset. Strengthen communication and raise awareness and responsibility in the performance of official duties among officials and civil servants; encourage research and replication of initiatives suitable to practical realities.

In order to realize the goal of building a service-oriented government that puts citizens and businesses at the center, the People's Committees of communes and wards are proactively developing plans to control administrative procedures and effectively implement the one-stop shop and integrated one-stop shop mechanisms in 2026 with specific targets.

To ensure the plan is put into practice, many communes and wards are strictly implementing the guiding principle of "6 clear, 3 easy" (clear person, clear task, clear time, clear responsibility, clear product, clear authority and easy to implement, easy to check, easy to evaluate).

Mr. Nguyen Duy Ha, Director of the Public Administrative Service Center of Kinh Bac Ward, said: “In the coming time, we will continue to improve the modern public administration model in a synchronized, transparent manner, with citizens at the center of service. The focus is on digitizing 100% of documents, moving towards the complete use of electronic documents in resolving administrative procedures, contributing to building a digital government and digital citizens.”

Text and photos: Sy Quyet

Source: https://baobacninhtv.vn/cai-cach-hanh-chinh-la-nguoi-dan-lam-trung-tam-postid444579.bbg