Do it thoroughly
At nearly 6 p.m., the headquarters of the People's Committee of Hoa Hung Ward (HCMC) was still brightly lit. In each room, the sound of typing on keyboards mixed with the rustling of papers; officials and civil servants were still busy in front of the screen, processing documents to meet the deadline. In another meeting room, the Standing Committee of the Ward Party Committee was busy discussing the operation of the new apparatus to better serve the people. When the city lights came on, the meeting ended.
In recent days, the phone in the hand of Ms. Le Thi Ngoc Hien, Chairwoman of Hoa Hung Ward People's Committee, has been operating at full capacity. Since the two-level local government model was put into operation, that phone number has been open 24/7 to receive all feedback from the people. "How to make the apparatus streamlined but operate effectively?" is a problem not only for the leader but also for all cadres and civil servants here.
Not only publicizing the hotline, the ward also deployed a series of solutions: supporting the operation of the 2-level local government model, providing online public services. After 17 days of operating the new model, more than 1,300 records were received and processed ahead of schedule and on time. There were days when the desk of the Ward People's Committee Standing Committee was filled with piles of certified copies, but all were quickly signed and returned to the people. In less than 3 weeks, the ward received 17 death certificates, of which 11 cases fell on Saturdays and Sundays, and many cases where people contacted the Ward People's Committee Chairman directly. After only a few minutes of completing the procedure, the records were printed, the papers were signed and delivered to the family of the deceased.
The effectiveness began to be evident when many applications for citizen reception were withdrawn by people before the scheduled time because the problem had been resolved; all complaints on portal 1022 were promptly handled; on the administrative institutional map of Ho Chi Minh City, Hoa Hung is in second place. It is no coincidence that the Standing Committee of the Ward People's Committee often receives calls from people, with congratulations and sincere comments, because all are listened to and responded to as soon as possible. "There is pressure, but we understand that what people expect after streamlining the apparatus is not "who does it", but whether it is done thoroughly", Ms. Le Thi Ngoc Hien shared.
"The long thread" between the government and the people
From the very first days of operating the two-tier government model, Ho Chi Minh City has promoted the spirit: public service culture cannot stop at slogans or movements, but must become “soft power”, a “long thread” between the government and the people. There, discipline, service spirit and respect for the people are considered as measures of the prestige and capacity of the apparatus.
At around 2 p.m. on July 16, the Tang Nhon Phu Ward Public Administration Service Center (HCMC) was bustling with people coming to do administrative procedures. Officials and civil servants at 12 reception and result return counters were working continuously. Mr. Nguyen Anh Huy came to the ward to certify his resume to apply for a job and was worried because he had to wait a long time for his turn. Realizing that the Justice - Civil Status Department was overloaded, Mr. Tran Vuong Vu, a civil servant of the Economic , Infrastructure, and Urban Department, turned to assist. Having received his application early, Mr. Nguyen Anh Huy seemed quite surprised and quickly went to the counter to do the procedures.
Mr. Tran Vuong Vu said that since the operation of the two-level local government, the number of people coming to the ward to do administrative procedures has increased, especially in the field of Justice - Civil status. Although not a specialist, he and the center's civil servants still proactively approached the document processing process to support when this department was overloaded with work.
Mr. Phan Ngoc Tan, Director of the Public Administration Service Center of Tang Nhon Phu Ward (HCMC), informed that every day the ward receives more than 300 people coming to do administrative procedures. The center has arranged 12 counters to receive and return administrative procedure results, including 4 Justice - Civil Status counters, but must regularly increase 1 more counter to meet the needs of the people. In order for the staff to be able to shoulder the work for each other, when the new apparatus was put into operation, the center created conditions for the staff to exchange professional knowledge and learn from each other's experiences.
With a population of over 192,000 people and an area of 27.36 km 2 , Ba Diem commune (HCMC) is one of the largest communes after the administrative unit arrangement in HCMC. Every day, Ba Diem commune's Public Administration Service Center processes about 350 records, of which nearly 200 are certified copies. Ms. Tran Thi Thu Hoa, a civil servant in the field of Justice - Civil Status, continuously receives and compares records. Meanwhile, a vice chairman of the ward People's Committee sits next to her to sign directly and return the results immediately to the people. When the number of people performing the certified copy procedure is too large, civil servants in some other fields immediately receive the records and support Ms. Thu Hoa. Although the current workload is 3 times higher than before, the pressure is greater, but with the experience, thorough training and proficient use of specialized software of the commune's cadres and civil servants, the progress of the settlement is always guaranteed.
The glue that holds the team together
According to Mr. Phan Ngoc Tan, every 2 days, the Standing Committee of the Party Committee - People's Committee of the ward spends 10 minutes at the end of the day to listen to the thoughts and opinions of cadres and civil servants. Along with that, the ward promptly commends and rewards individuals and groups with good achievements. At the end of the afternoon every day, the board of directors of the center organizes a quick meeting for cadres and civil servants to discuss and propose contents related to work and working environment, thereby finding immediate solutions.
In Hai Chau Ward ( Da Nang City), in the early days of operating the 2-level local government model, the spirit of serving the people was clearly demonstrated. After merging from 5 central wards, Hai Chau Ward had a population of more than 131,000 people, the volume of administrative records increased many times. The Ward People's Committee proactively increased the number of counters receiving records for handling administrative procedures from 7 to 14, arranged specialized staff on duty, guided people on electronic operations, and completed records right from the beginning.
Civil servant Le Minh Tuan, in charge of receiving construction documents, said that each cadre has a hand, and when colleagues are overloaded, they automatically share. That spirit helps to avoid work congestion and people do not have to wait long. That spirit is also enhanced when ward leaders regularly care for and encourage cadres and civil servants. On the morning of July 1, the first day the new apparatus officially operated, comrade Cao Thi Huyen Tran, Secretary of the ward Party Committee, came to the place to encourage the staff: If each person maintains their spirit and is steadfast in the face of the new workload, the ward government will be steadfast as well.
Not only working during office hours, the ward also implemented the model of "Volunteer Saturday" and the movement "Working 30 minutes more each day" to promptly resolve arising procedures. "We clearly determined that we would not let people be affected even though the number of documents increased 3-4 times", Mr. Nguyen Van Duy, Chairman of Hai Chau Ward People's Committee, affirmed.
Comrade Cao Thi Huyen Tran, Secretary of the Hai Chau Ward Party Committee, clearly stated that the first days after the merger were not only the time to start the new administrative apparatus, but also the time to build trust among the people through concrete actions. The newly formed ward has a large scale, a large population, a large Party organization and Party members, a larger amount of information to be processed, and requirements from Party, government and mass organization work are deeper and more direct. In the context of digital transformation, each cadre must enhance his/her analytical capacity and timely policy response.
Culture of communication with people
- When performing official duties, cadres and civil servants must wear badges, insignia, ranks or civil servant cards; have polite manners; maintain the prestige and honor of the agency, organization, unit and colleagues;
- Officials and civil servants must respect, listen to opinions and be close to the people; be serious and modest; communication language must be standard, clear and coherent;
- Strictly prohibit acts of arrogance, authoritarianism, lack of responsibility, causing difficulties and troubles for people and businesses when performing official duties.
(Article 13 of the Law on Civil Servants 2025)
Source: https://www.sggp.org.vn/chinh-quyen-dia-phuong-2-cap-tang-toc-ngay-khi-khoi-dong-bai-5-van-hoa-cong-vu-o-co-so-post806348.html
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