Administrative procedure reform, using technology as a key tool

In recent times, the whole country has been making efforts to realize a public and transparent administration with solid steps, focusing on digital transformation; drastically changing the way of serving people and businesses in the new era, contributing to improving management efficiency and promoting socio -economic development.

According to the Ministry of Science and Technology , this is a vivid demonstration of the practical operation of Resolution No. 57-NQ/TW on breakthroughs in science and technology development, innovation and national digital transformation.

From local practice

Khanh Hoa province has been promoting digital transformation in administrative agencies, towards a modern and effective administration, serving the people and businesses. After the merger, the province considers this a key task to improve management efficiency and socio-economic development.

Khanh Hoa increases professional staff from departments and branches to the Public Administration Service Center and commune and ward levels to process documents.

E-Office system with KPI assessment tool, automatic document comparison helps save time, reduce errors. Administrative procedures are QR coded, making it convenient for people to look up and submit documents online. In addition, artificial intelligence, smart assistants, data analysis are widely applied to improve efficiency.

Khanh Hoa Provincial Public Administration Service Center (2 facilities in Nha Trang city and Phan Rang ward) operates under the model of "one destination - many services", handling many procedures on land, household registration, internal affairs, construction, taxes...

The center gathers human resources from 16 departments and branches, directly processes records and supports commune and ward levels in implementing online environment.

At the same time, the Center coordinates with the Provincial Police and Khanh Hoa Telecommunications to ensure information security; and with the Provincial Youth Union to arrange union members and youth to guide people.

According to Chairman of Khanh Hoa Provincial People's Committee Tran Quoc Nam, movements such as "Paperless Day" and "Working Week without Paper Documents" (July 15 - August 15, 2025) were launched to build a "paperless government." To date, 100% of the province's documents are digitally signed and issued online (except for confidential documents).

In Can Tho, the local government has also resolutely implemented "non-territorial" administrative procedures, allowing people to carry out procedures at any public administrative center, regardless of their place of residence or the place where the original documents were issued.

To ensure synchronization and smoothness in the operation of the two-level government, the Department of Science and Technology of Can Tho City has deployed 17 information systems, including the administrative procedure settlement system connecting 120 units, 14 departments, branches and 103 communes and wards, with 8,851 accounts (5,615 officials, 3,167 citizens, 69 enterprises). Thousands of administrative procedures at the commune and ward levels of Can Tho have been connected to the National Public Service Portal.

Mr. Ngo Anh Tin, Director of the Department of Science and Technology of Can Tho city, said that people from all localities in the city can carry out administrative procedures at any public administrative service center according to the "non-territorial" model.

The results from the two localities of Khanh Hoa and Can Tho show that digital transformation in public administrative services is not only a goal but has become a concrete action, helping to build a modern, transparent administration that focuses on people's satisfaction.

Using technology as a key tool

According to information from the National Digital Transformation Agency, Ministry of Science and Technology, in recent years, digital transformation in public administration has become a widespread movement, concretized by many provinces and cities with detailed action plans. The focus is on reforming administrative procedures, using technology as a key tool to reduce hassle, increase transparency and promote people's satisfaction.

One of the important steps is that many Public Administration Service Centers have set up their own information desks, making it easy for people to log in and use the National Public Service Portal. This is a centralized access point where people can perform most administrative procedures, track application progress, make online payments and evaluate their satisfaction with just one login (Single-Sign-On).

Along with that, many localities have deployed technology applications such as: automatic queuing systems, touch screens for information lookup, computers connected to the internet and document scanners to support document digitization.

In particular, some places have tested and applied virtual assistants and artificial intelligence robots to help answer questions, reduce pressure on staff and improve public service experience.

Not only focusing on technology, localities also pay attention to improving people's digital capacity. The "Digital Education for the People" movement has been widely deployed, with many online courses, detailed instructions on how to use online public services and digitize records. This helps people, even in rural, remote and isolated areas, gradually get used to the digital environment, limiting dependence on direct instructors.

These synchronous efforts have contributed to putting Resolution No. 57-NQ/TW of the Politburo into practice, turning "digital government" from a concept into a specific and practical operating model.

People learn about the process of carrying out administrative procedures at the Giao Minh Commune Public Administration Center, Ninh Binh Province. (Photo: Thai Thuan/VNA)

However, the Ministry of Science and Technology also pointed out challenges such as the difference in infrastructure, equipment and information systems between localities, especially at the commune and ward levels. Many places have not yet synchronized technology platforms, making it difficult to connect data.

The Ministry recommends that localities focus on a number of key solutions. Regarding the information system, it is necessary to review and optimize the process of handling administrative procedures at the provincial level; deploy easy-to-use interactive electronic forms, reduce paperwork; accelerate the progress of digitizing records; strengthen connections and exploit data from national databases, ministries and branches.

In particular, building an electronic data warehouse for organizations and individuals will help reuse data, significantly reduce duplicate procedures, and save time for people and public servants.

Regarding infrastructure and equipment, the People's Committees of provinces need to coordinate with banks to open more ATM points in disadvantaged communes, ensuring that 100% of communes and wards have at least one cash withdrawal point. In addition, alternative financial solutions such as cash withdrawal points at post offices, health stations, ViettelPay and VNPTPay agents can be deployed to meet people's needs.

At the same time, it is necessary to review and reasonably arrange facilities and equipment for the commune level to ensure efficiency, avoid waste, improve service quality and professionalism of the Public Administration Service Center.

With the consistent viewpoint of taking people and businesses as the center of service, the Ministry of Science and Technology recommends that each locality, depending on specific conditions, needs to flexibly apply new technologies but must ensure the principles of synchronization, transparency and the most convenience for people.

According to the National Digital Transformation Agency, when these solutions are deployed synchronously, the public administration system will operate more smoothly, transparently and effectively. More importantly, it builds social trust, strengthens consensus between the State and the people, and makes the goal of "digital government, digital society" a reality./.

(TTXVN/Vietnam+)

Source: https://www.vietnamplus.vn/cai-cach-thu-tuc-hanh-chinh-lay-cong-nghe-lam-cong-cu-then-chot-post1063132.vnp