Administrative reform - Substantive, for the people

Resolving administrative procedures at Ham Yen Commune Public Administration Service Center. Photo: Bien Luan

Simplify administrative procedures

Just a few days before the operation of the Commune-level Public Administration Service Center, on June 27, 2025, the Provincial People's Committee issued Decision No. 766 approving the Plan to reduce and simplify internal administrative procedures (AP) 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 in each state administrative agency in the province. At the same time, it approved attached to this Decision a list of 1,776 provincial-level administrative procedures, 336 commune-level administrative procedures; a list of 2,081 administrative procedures providing online public services on the National Public Service Portal (1,010 full-process online public services, 1,071 partial online public services) and a list of 2,063 administrative procedures performed regardless of administrative boundaries under the management scope of the Provincial People's Committee.

The province has updated and publicized 2,112 administrative procedures on the National Database for people and businesses to exploit and use. The National Population Database system continues to be maintained, ensuring "correct, sufficient, clean, and alive". The work of issuing chip-embedded CCCD/ID cards; issuing electronic identification accounts for 100% of eligible people in the province has achieved many results. The rate of digitizing records, settlement results and issuing electronic settlement results of administrative procedures at 3 levels reached over 90%.

The community digital technology teams at the commune level (commune, ward), and village level (village, residential group) 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. At the same time, they provide guidance on accessing medical, educational , and disaster prevention applications; and encourage people to learn digital skills through the platform "Digital Popular Education" (binhdanhocvuso.gov.vn).

Telecommunications businesses in the area are deploying the construction and development of network infrastructure, providing 4G/5G mobile network services, and high-speed Internet transmission lines to promote and increase the rate of smartphone usage among people.

With timely and drastic actions, after nearly a month of implementation, the whole province received over 29,500 records, of which the number of records received online reached over 95.2%. Tuyen Quang ranked first in the country in terms of the rate of receiving and processing online records and initially received positive reviews from people and businesses. Ms. Nguyen Thu Trang, Deputy Director of Ham Yen Commune Public Administration Service Center, said: In the service quality assessment table at the end of July, Ham Yen commune ranked 7th out of 124 communes and wards of the province, including component indicators on online public services, satisfaction level of people and businesses, digitalization of records, and progress in handling administrative procedures.

Staff of Tuyen Quang Provincial Public Administration Service Center (branch 2) instructing people to submit applications online. Photo: An Giang

Digital transformation - the key to administrative reform

No need to go to the Public Administration Service Center, just need a smartphone connected to the internet, a level 2 VneID electronic identification account, Ms. Nguyen Thi Dung, group 14 Tran Phu, Ha Giang 2 ward has completed the electronic authentication procedure of documents and completed the registration procedure for her child to enter grade 1. Similarly, Ms. Hang Thi Linh, Hoa Son village, Thuan Hoa commune came to do the birth certificate authentication procedure and shared: "I use a smartphone and an internet connection, so performing operations in the digital environment is convenient."

Although initially achieving some positive results, the reform of administrative procedures also encountered many difficulties when people still limited the use of digital technology devices. Many households in remote areas and ethnic minority areas are still "afraid" of the Internet. Ms. Nguyen Thi Nhan, Thuan Hoa commune shared: "I tried to submit documents on the public service portal myself, but there were many items and many operations that had to be done over and over again, and if I couldn't do something, I had to ask the staff for guidance, which took me more time."

Faced with the fact that many people are not yet proficient in submitting documents online, especially ethnic minorities, it requires each official to become a digital "support point". Mr. Nong Van Khanh, a specialist at the Thuong Nong Commune Public Administration Service Center, confided: "I am in charge of the cultural and social sector, and there were days when I received 15 applications, most of which were from the elderly, so I had to work and guide people step by step to submit documents online."

To improve the quality of service to the people, Tuyen Quang Provincial Public Administration Service Center opened 4 training courses on operating the commune-level public administration service center, the Online Public Service system and AI application to improve the efficiency of handling administrative procedures for 550 commune-level officials and civil servants. Ms. Sam Thi Dieu, a specialist at Ban May Commune Public Administration Service Center, was quite confident after attending the training course: "With adequate knowledge and skills, we will certainly gradually overcome difficulties and perform our tasks better in the coming time."

People of Thuan Hoa commune scan QR codes to learn about administrative procedures. Photo: Ha An

Clear the "bottleneck"

Implementing the direction of the Prime Minister and central ministries and branches on administrative reform, administrative procedure control and digital transformation, the province has deployed many key solutions to facilitate people and businesses.

One of the key contents that the province focuses on directing is to maintain, improve and enhance the results of the Public Administration Reform Index (PARINDEX), the Provincial Governance and Public Administration Performance Index (PAPI), and the People's Satisfaction Index with State Administrative Services (SIPAS) in the last 6 months of 2025 (Plan 06, dated July 14, 2025 of the Provincial People's Committee). Accordingly, the province strives to improve and enhance the results of the PAR INDEX in 2025 to reach 88.5% or higher; strives for the PAPI Index results to continue to increase, to be in the group of provinces and cities with a high average score or higher nationwide; strives to improve and enhance the results of the SIPAS Index to reach 85% or higher.

To achieve the set goals, the province requires a series of tasks to be thoroughly resolved by departments, branches and communes, such as: 100% of administrative procedure records are synchronized and made public on the National Public Service Portal; 100% of administrative procedure records are updated and fully publicized on the progress and results of handling administrative procedure records under the authority of all levels of government on the National Public Service Portal; 100% of administrative procedures under the authority of two levels of government at the local level are received and returned at the one-stop shop. The province also sets a target of 98% of administrative procedure records received by specialized agencies at the provincial and communal levels during the year being handled on time...

In addition to specific figures on the volume of work, public service culture is strictly regulated. In particular, the Provincial People's Committee requires that 100% of late administrative procedures be apologized to by agencies and units (in writing) in full and in accordance with regulations. And 100% of reflections and recommendations from individuals and organizations on administrative procedures under the province's authority are handled publicly. This is an important shift in service thinking, contributing to improving the quality of administrative reform.

Discussing administrative reform solutions, comrade Tran Trong Thuy, Deputy Director of the Department of Home Affairs, said that in the coming time, the Department of Home Affairs will coordinate with relevant departments and branches to advise the Provincial People's Committee to perform the task of improving the PAR INDEX, PAPI, SIPAS in 2025; strengthen inspection of public service, discipline, and administrative discipline for cadres, civil servants, and public employees in the province; propose strict handling of violations, especially in handling administrative procedures; promptly correct violations and shortcomings in performing tasks, especially at the commune level.

With the motto of action: "Don't say no, don't say difficult, don't say yes but don't do", recently, on July 24, 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 2-level local government. The Provincial People's Committee requires agencies and units to complete all 34 targets for administrative procedure reform associated with digital transformation, 35 tasks of controlling administrative procedures and 31 contents of integrating and synchronizing the national database with the provincial administrative procedure settlement system in 2025.

Comrade Nguyen Khanh Lam, Member of the Provincial Party Committee, Director of the Department of Justice affirmed: To specify the tasks assigned by the Provincial People's Committee, the Department of Justice will actively advise the Provincial People's Committee in implementing institutional reforms, perfecting the legal system associated with disseminating and educating the law, and monitoring the implementation of the law. The Department will organize appraisals and provide comments on draft legal documents to ensure timeliness, quality, and eliminate inappropriate regulations and administrative procedures; effectively organize the provision of online public services at levels 3 and 4 under its authority; and effectively handle administrative procedures in the judicial sector.

Administrative reform is no longer a slogan or a top-down index, but is becoming an intrinsic need at the grassroots level. The change in thinking, working methods, and sense of responsibility in each commune and village, when supported by major, synchronous, and timely decisions, is a strong driving force for administrative reform in the province to achieve its set goals.

Chuc Huyen - Bien Luan

Priority treatment of "concave wave, white wave" areas

Comrade Nguyen Van Hien
Deputy Director of Department of Science and Technology

Currently, digital transformation in administrative procedure reform still has some limitations, typically the equipment of automatic queue number machines has only reached 15.3% (19/124 communes), digital display screens (ceiling mounted) are only available in 38/124 communes (30.6%). Some other office equipment such as photocopiers, printers... have also only been equipped in 80/124 communes (64.5%). In addition, there is still a situation where equipment (previously issued) is broken and has not been repaired or has not been put into effective operation.

In the coming time, along with synchronous solutions for digital transformation, the Science and Technology sector will coordinate with telecommunications corporations and enterprises to prioritize resources to handle "wave depressions and white waves" in the province, especially in remote areas, where the terrain is fragmented and socio-economic conditions are still difficult. The sector will advise the province on policies and mechanisms to support people using telecommunications services in remote areas, underdeveloped economic areas to enjoy infrastructure services, serving local socio-economic development.

Improve professional qualifications and public service culture

Comrade Le Manh Dung
Chairman of Thanh Thuy Commune People's Committee

Currently, the staff of the Public Administration Service Center at the commune level is an important link in resolving administrative procedures at the grassroots level. The person assigned to perform this task must have professional qualifications, a firm grasp of the process of resolving each specific case, and proficient application of information technology. In the process of implementing administrative procedures, it is necessary to ensure transparency, enhance responsibility, and create favorable conditions for organizations, individuals, and businesses to perform public services smoothly. Therefore, the staff and civil servants need to improve their awareness, responsibility, and behavioral culture in communication, listen to the thoughts and aspirations of the people, thereby proposing effective solutions and working methods with the motto "doing all the work, not all the hours".

Hope to reduce late application

Mr. Nguyen Van Ha
Director of Hung Ha Tuyen Quang Private Enterprise, Head of Phan Thiet Business Association

Currently, the province has a total of nearly 2,000 administrative procedures (AP) deployed on the province's information system. However, the handling of APs is still inadequate because the rate of file digitization is still low. I hope that in the coming time, the province will effectively implement the administrative reform program associated with the construction of e-government and the provision of online public services at levels 3 and 4 in various fields. Regularly review, update, and publicly post APs according to regulations, minimizing late applications, and if any, publicly apologizing as many localities are currently applying. Each one-stop department needs to have staff to guide to create favorable conditions for people and businesses to submit and receive AP results. In addition, it is necessary to put all procedures and files on the digital environment to help people and businesses easily monitor the progress and process of handling their files.

Investing in and upgrading facilities and information technology equipment

Ms. Ma Thi Thao
Staff of Bach Xa Commune Administrative Service Center

As a person directly performing tasks at the Commune-level Public Administration Service Center, after a month of operation, I see that there are still many difficulties and problems that need to be resolved. Therefore, I recommend that all levels, sectors and localities pay attention to, invest in, and upgrade facilities and synchronize information technology equipment to better serve the reception and processing of records in the digital environment; re-establish the procedure processing process and synchronize data for smooth operation. The province organizes training courses to improve professional skills, use online public service software and administrative communication skills for the staff and civil servants working directly at the center. Review, decentralize and clearly delegate authority in handling administrative procedures. In addition, it is necessary to promote propaganda work so that people clearly understand the benefits and administrative procedures in each field and proactively perform online public services.

Source: https://baotuyenquang.com.vn/xa-hoi/202507/cai-cach-hanh-chinh-thuc-chat-vi-dan-2631dc5/