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| Handling administrative procedures at the Ham Yen Commune Public Administrative Service Center. Photo: Bien Luan |
Simplify administrative procedures.
Just a few days before the operation of the Commune-level Public Administrative Service Center, on June 27, 2025, the Provincial People's Committee issued Decision No. 766 approving the Plan for reducing and simplifying internal administrative procedures in each state administrative agency in Tuyen Quang province in 2025.
Accordingly, the Provincial People's Committee approved the plan to reduce and simplify 255 internal administrative procedures within each state administrative agency in the province. Simultaneously, this Decision approved the list of 1,776 provincial-level administrative procedures, 336 commune-level administrative procedures; the list of 2,081 administrative procedures providing online public services on the National Public Service Portal (1,010 fully online public services, 1,071 partially online public services); and the list of 2,063 administrative procedures implemented regardless of administrative boundaries within the scope of the Provincial People's Committee's management functions.
The province has updated and publicly released 2,112 administrative procedures on the National Database for citizens and businesses to access and use. The National Population Database system continues to be maintained, ensuring accuracy, completeness, cleanliness, and viability. Significant progress has been made in issuing chip-embedded citizen identification cards/ID cards and providing electronic identification accounts to 100% of eligible residents in the province. The rate of digitization of records, processing results, and electronic issuance of administrative procedure results at all three levels has exceeded 90%.
Community digital technology teams at the commune (ward, hamlet) and village (hamlet, residential group) levels have also been strengthened with the task of supporting people in using online public services such as birth registration, household registration, document issuance, and electronic identification. They also guide people in accessing applications in healthcare, education , and disaster prevention; and encourage people to learn digital skills through the "Popular Education Digital Platform" (binhdanhocvuso.gov.vn).
Telecommunications businesses in the area are deploying and developing network infrastructure, providing 4G/5G mobile network services and high-speed internet connections to promote and increase the rate of smartphone use among the population.
Thanks to timely and decisive actions, after nearly a month of implementation, the entire province received over 29,500 applications, of which over 95.2% were received online. Tuyen Quang ranked first nationwide in the rate of receiving and processing online applications and initially received positive feedback from citizens and businesses. Ms. Nguyen Thu Trang, Deputy Director of the Ham Yen Commune Public Administrative Service Center, said: In the service quality assessment at the end of July, Ham Yen commune ranked 7th out of 124 communes and wards in the province, including component indicators on online public services, the level of satisfaction of citizens and businesses, document digitization, and the progress of resolving administrative procedures.
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| Officials at the Tuyen Quang Provincial Public Administrative Service Center (Branch 2) guide citizens in submitting online applications. Photo: An Giang |
Digital transformation - the key to administrative reform.
Without needing to go to the Public Administrative Service Center, with just a smartphone connected to the internet and a VneID level 2 electronic identity verification account, Ms. Nguyen Thi Dung, from Group 14 Tran Phu, Ha Giang 2 Ward, completed the electronic authentication procedures for various documents and registered her child for first grade. Similarly, Ms. Hang Thi Linh, from Hoa Son village, Thuan Hoa commune, shared when she came to have her birth certificate authenticated: "I use a smartphone and have an internet connection, so performing these tasks in the digital environment is convenient."
Although initial results have been positive, administrative procedure reform also faces many difficulties as people still have limited access to digital technology. Many households in remote areas and ethnic minority communities are still hesitant to use the internet. Ms. Nguyen Thi Nhan from Thuan Hoa commune shared: "I tried submitting my application through the public service portal myself, but there were many steps and procedures, requiring me to repeat them many times. If I couldn't do something, I had to ask an official for guidance, which wasted a lot of my time."
Given the reality that many people, especially ethnic minorities, are not yet proficient in submitting applications online, each official needs to become a digital "support system." Nong Van Khanh, a specialist at the Public Administrative Service Center of Thuong Nong commune, explained: "I am in charge of the socio-cultural sector. Some days I receive 15 applications, mostly from elderly people, so I have to work while simultaneously guiding them step-by-step on how to submit their applications online."
To improve the quality of service to the people, the Tuyen Quang Provincial Public Administrative Service Center organized four training courses on operating commune-level public administrative service centers, online public service systems, and AI applications to enhance the efficiency of administrative procedures for 550 commune-level officials and civil servants. Ms. Sam Thi Dieu, a specialist at the Ban May Commune Public Administrative Service Center, expressed confidence after participating in the training course: “Equipped with sufficient knowledge and skills, we will certainly gradually overcome difficulties and perform our duties better in the future.”
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| Residents of Thuan Hoa commune scan QR codes to learn about administrative procedures. Photo: Ha An |
Removing bottlenecks
Following the directives of the Prime Minister and central ministries and agencies on administrative reform, control of administrative procedures, and digital transformation, the province has implemented many key solutions to facilitate convenience for citizens and businesses.
One of the key areas of focus for the province is maintaining, improving, and enhancing the results of the Public Administration Reform Index (PARINDEX), the Provincial Public Administration and Governance Effectiveness Index (PAPI), and the Citizen Satisfaction Index with the Services of State Administrative Agencies (SIPAS) in the last six months of 2025 (Plan 06, dated July 14, 2025, of the Provincial People's Committee). Accordingly, the province strives to improve and enhance the PAR INDEX results in 2025 to reach 88.5% or higher; strives for the PAPI results to continue increasing, placing it among the provinces and cities with above-average scores nationwide; and strives to improve and enhance the SIPAS results to reach 85% or higher.
To achieve the set goals, the province requires a series of tasks to be thoroughly addressed by departments, agencies, and communes, such as: 100% of administrative procedures dossiers being synchronized and publicly available on the National Public Service Portal; 100% of administrative procedures dossiers being updated and publicly available with full progress and results of handling administrative procedures under the authority of all levels of government on the National Public Service Portal; 100% of administrative procedures under the authority of the two levels of local government being received and processed at the one-stop service center. The province also aims for 98% of administrative procedures dossiers received by specialized agencies at the provincial and commune levels to be processed on time during the year…
Besides specific figures on workload, the public service culture is strictly regulated. Specifically, the Provincial People's Committee requires that 100% of delayed administrative procedures receive full and proper written apologies from relevant agencies and units. Furthermore, 100% of feedback and suggestions from individuals and organizations regarding administrative procedures under the province's jurisdiction are handled publicly. This represents a significant shift in service-oriented thinking, contributing to improved administrative reform quality.
Regarding solutions for administrative reform, Mr. Tran Trong Thuy, Deputy Director of the Department of Internal Affairs, stated that in the coming period, the Department of Internal Affairs will coordinate with relevant departments and agencies to advise the Provincial People's Committee on implementing tasks to improve the PAR INDEX, PAPI, and SIPAS by 2025; strengthen inspection of public service, discipline, and administrative order for officials and civil servants in the province; recommend strict handling of violations, especially in the handling of administrative procedures; and promptly rectify errors and shortcomings in the performance of duties, particularly at the commune level.
With the motto: "Don't say no, don't say it's difficult, don't say yes without doing it," recently, on July 24th, the Provincial People's Committee issued Document No. 468 on implementing tasks and solutions to promote administrative reform and control administrative procedures in the province when operating a two-tiered local government. The Provincial People's Committee requires all agencies and units to complete all 34 targets for administrative procedure reform associated with digital transformation, 35 tasks for controlling administrative procedures, and 31 contents for integrating and synchronizing the national database with the province's administrative procedure resolution system by 2025.
Comrade Nguyen Khanh Lam, Member of the Provincial Party Committee and Director of the Department of Justice, affirmed: To concretize the tasks assigned by the Provincial People's Committee, the Department of Justice will actively advise the Provincial People's Committee on institutional reform, perfecting the legal system in conjunction with legal dissemination and education, and monitoring the implementation of laws. The Department will organize the appraisal and provide input on draft legal documents to ensure timeliness and quality, eliminating inappropriate regulations and administrative procedures; effectively provide online public services at levels 3 and 4 within its jurisdiction; and effectively handle administrative procedures in the field of justice.
Administrative reform is no longer just a slogan or a top-down indicator, but is becoming a self-driven need at the grassroots level. Changes in mindset, working methods, and a sense of responsibility in each commune and village, when supported by major, synchronized, and timely policies, are the powerful driving force for administrative reform in the province to achieve its set goals.
Chuc Huyen - Bien Luan
Prioritize addressing areas with "wave depressions" or "wave breaks".
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| Comrade Nguyen Van Hien Deputy Director of the Department of Science and Technology |
Currently, digital transformation in administrative procedure reform still faces some limitations. For example, the provision of automatic queue number dispensing machines has only reached 15.3% (19/124 communes), and ceiling-mounted digital display screens are only available in 38/124 communes (30.6%). Other office equipment such as photocopiers and printers have also only been provided in 80/124 communes (64.5%). Furthermore, there is still a situation where equipment (previously provided) is broken and has not been repaired or put into effective use.
In the coming period, along with synchronized digital transformation solutions, the Science and Technology sector will coordinate with telecommunications corporations and businesses to prioritize resources for addressing areas with poor signal coverage or no signal in the province, especially in remote and disadvantaged areas with difficult socio-economic conditions. The sector will advise the province on policies and mechanisms to support people in remote and underdeveloped areas in accessing telecommunications services, enabling them to benefit from infrastructure services and contribute to local socio-economic development.
Improving professional skills and public service culture.
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| Comrade Le Manh Dung Chairman of the People's Committee of Thanh Thuy Commune |
Currently, the staff of the commune-level Public Administrative Service Centers are a crucial link in resolving administrative procedures at the grassroots level. Those assigned to this task must possess professional qualifications, a thorough understanding of the procedures for handling specific cases, and proficiency in applying information technology. The process of carrying out administrative procedures must ensure transparency, enhance accountability, and create favorable conditions for organizations, individuals, and businesses to access public services conveniently. Therefore, the staff needs to improve their awareness, responsibility, and communication skills, listen to the concerns and aspirations of the people, and then develop effective solutions and working methods with the motto "finish the job, not just work until the end of the workday."
Please minimize the number of overdue applications.
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| Mr. Nguyen Van Ha Director of Hung Ha Tuyen Quang Private Enterprise, Head of Phan Thiet Business Association |
Currently, the province has nearly 2,000 administrative procedures implemented on its information system. However, the handling of these procedures remains inadequate due to the low rate of document digitization. I expect that in the coming time, the province will effectively implement the administrative reform program, linked to the development of e-government and the provision of online public services at levels 3 and 4 in various fields. Regularly review, update, and publicly post administrative procedures as prescribed, minimizing delays in applications, and if delays occur, publicly apologize, as many localities are currently doing. Each one-stop service center needs staff to provide guidance to facilitate citizens and businesses in submitting and receiving results of administrative procedures. In addition, all procedures and documents should be moved to the digital environment to help citizens and businesses easily monitor the progress and processing of their applications.
Investing in and upgrading information technology infrastructure and equipment.
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| Ms. Ma Thi Thao Officials at the Public Administrative Service Center of Bach Xa Commune |
As someone directly involved in the work at the commune-level Public Administrative Service Center, after one month of operation, I see many difficulties and obstacles that need to be addressed. Therefore, I propose that all levels, sectors, and localities pay attention to, invest in, and upgrade the infrastructure and information technology equipment to better serve the reception and processing of applications in the digital environment; re-establish the procedure processing process and synchronize data for smooth operation. The province should organize training courses to improve professional skills, the use of online public service software, and administrative communication skills for the staff and civil servants working directly at the center. Review, clearly define authority and decentralization in handling administrative procedures. In addition, it is necessary to strengthen communication efforts so that people understand the benefits and administrative procedures in each field and proactively use online public services.
Source: https://baotuyenquang.com.vn/xa-hoi/202507/cai-cach-hanh-chinh-thuc-chat-vi-dan-2631dc5/
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