Friendly government from the places closest to the people

In an effort to build a service-oriented administration, the model of “friendly, people-friendly, and people-for-the-people government” in Dong Nai starts from the places closest to the people. From Phu Ly commune with the image of dedicated administrative staff, convenient and transparent public reception space; or Dau Giay commune with the spirit of “listening to act”, maintaining regular dialogue and promptly responding to all suggestions from the people… are contributing to shaping a new image of the government: close, receptive and truly for the people.

Vibrant presence in every commune and ward

The shift from “management” to “service” thinking is no longer a slogan in Dong Nai , but is now vividly present in every commune and ward - the place closest to the people, directly solving the essential needs of the people.

People do administrative procedures in Phu Ly commune. Photo: Quang Huy

In Phu Ly commune, the friendly government model has been implemented systematically and effectively. One of the most obvious changes is the style and service attitude of the civil servants: always proactively welcoming, guiding in detail each step of administrative procedures, explaining thoroughly in easy-to-understand language, not causing trouble. In particular, the "one-stop" department area is scientifically and conveniently arranged: there are detailed instruction boards, queue number machines, waiting chairs, free wifi, drinking water, free blood pressure monitors for the elderly. These small but practical details demonstrate the spirit of "taking people's satisfaction as a measure of public service effectiveness".

According to statistics, nearly 100% of administrative records in Phu Ly are resolved correctly and before the deadline, there are no negative complaints related to the service attitude of the staff. This is the result of cross-monitoring, publicizing the results of the resolution and evaluating the level of satisfaction after each transaction.

In Dau Giay commune, the model of “friendly government” is demonstrated through the spirit of listening to act. The commune government has proactively established a multi-channel interactive system: from the Zalo public administration group to support the processing of procedures, the “hotline” to receive quick feedback, to suggestion boxes located in residential areas. These channels are maintained by the government according to the process: receiving - processing - responding - publicizing results. Every opinion, no matter how small, is appreciated as a “suggestion to better serve the people”.

Not stopping at the indirect form of reflection, Dau Giay commune also organizes regular meetings and direct dialogues with people, especially in areas that often arise with concerns such as: land records settlement, construction permits, social security support policies - social insurance, school fees... At these meetings, commune leaders listen frankly, explain clearly and commit to thoroughly handling any errors or delays. One of the clear results from this approach is that people's trust is strengthened, and they no longer feel afraid when contacting the government. Opinions that were previously "afraid to speak" now have a place to share and receive public feedback. Officials and civil servants also feel motivated to change - because they are recognized for their good service, and are also under pressure to improve when they receive public comments.

Make people's satisfaction the measure of reform

It can be seen that, with the slogan "Friendly government, close to the people, for the people, respecting the people", Dong Nai province has simultaneously deployed the friendly government model in all communes, wards and towns across the province. This is not only an administrative slogan but is concretized by practical actions: publicizing the administrative procedure settlement process, improving the service attitude of officials, applying digital technology , and increasing dialogue with people. The principle of "4 xin - 4 always - 5 no" (hello, ask permission, apologize, thank you; always smile, be gentle, listen, help; no harassment, no trouble, no discrimination, no negativity, no indifference) has been thoroughly instilled in every civil servant at the grassroots level. This not only creates a change in the image of the government but also spreads a positive culture of behavior in the administrative apparatus.

People's satisfaction has become the main measure in evaluating the effectiveness of administrative reform. Through recent surveys, people's satisfaction with the service of administrative agencies in Dong Nai has reached a high rate, many localities achieved over 90 points on a 100-point scale. Many localities have been recognized as "4-star friendly government" - a model associated with prestige and responsibility.

Not stopping at the initial results, Dong Nai is continuing to promote digital transformation, building e-government, digital government, with the goal of "every citizen is a digital citizen, every administrative procedure can be performed easily and quickly". Along with that is a system of modern public administration centers, application of software to manage records, look up progress of settlement, increase transparency. With creative, practical and consistent ways, Dong Nai not only creates a truly friendly government, but also contributes significantly to improving the quality of life for people, improving the investment environment and affirming its leading role in administrative reform of the whole country.

Source: https://daibieunhandan.vn/chinh-quyen-than-thien-tu-nhung-noi-gan-dan-nhat-10397603.html