“Friendly Government” - Serving the people

The "Friendly Government" model is being actively implemented by local Party committees and authorities in the province, creating a clear change in the thinking, awareness and way of handling work of grassroots authorities, towards a transparent, effective, efficient administration serving the people.

“4 please”, “4 always” and “5 no”

Quyet Thang Ward, Son La City is the first locality in the province to implement the "Friendly Government" model. Coming to the ward People's Committee headquarters, it is easy to see that the one-stop department is located in a convenient place, with a fan and air-conditioning system; the slogans "Professional - Friendly - Effective"; "4 pleases", "4 always" and "5 nos" ... are solemnly hung in many places; there is a separate area for citizens to wait, with many books, newspapers, free wifi and fully equipped with computers, printers, photocopiers on site, QR-Code scanning system to look up administrative procedures (TTHC) under its authority.

Reception and result delivery department, Quyet Thang ward, Son La city.

With the slogans “4 xin” (hello; sorry; permission; thank you), “4 always” (always smile; always be gentle; always listen; always help) and “5 no’s” (no arrogance, causing difficulties and troubles; no bureaucracy, insensitivity, irresponsibility; no corruption, waste, group interests; no flattery, lobbying, deceit; no taking advantage of positions and powers in performing public duties) are always seriously implemented by cadres, civil servants and public employees. People coming to work feel the friendly and close office environment, without any separation between cadres, civil servants and the people.

Ms. Nguyen Thi Viet Anh, Group 3, Quyet Thang Ward, shared: Now, when coming to the ward's one-stop-shop, the officers and civil servants are very open and friendly in handling work; ready to explain unclear issues about administrative procedures, enthusiastically helping to carry out procedures during the day. In case of missing documents, they will guide and send a list of necessary documents to fully prepare, we do not have to go back and forth many times.

Mr. Cam Viet Trung, group 14, Quyet Thang ward and Ms. Vi Thu Ha went to the ward's one-stop shop to complete the marriage registration procedures. The one-stop shop staff guided and facilitated the procedures, so the procedures were completed quickly. Mr. Trung said: After completing the procedures, the ward leaders directly handed over the marriage certificate and congratulated us right at the headquarters. The change in the service and attention of the local government made us very satisfied.

Staff of the "one-stop" department of Quyet Thang ward enthusiastically guide people to resolve administrative procedures.

As the unit chosen as a pilot for building a friendly government model in Son La city, Quyet Thang ward has established a Steering Committee of 15 comrades; specifically assigned civil servants to be on duty, guide, receive and resolve administrative procedures; at the same time, arranged a leader of the ward People's Committee to be on duty regularly to immediately resolve work for the people.

Mr. Deo Van Phong, Chairman of Quyet Thang Ward People's Committee, said: The ward has strictly implemented the publicity and transparency of administrative procedures, settlement procedures and related issues at the People's Committee headquarters and on the electronic information page. In addition, the QR-Code scanning system is also equipped to help people easily look up administrative procedures; assign specific tasks, clear people, clear work to each officer and civil servant. Since the beginning of the year, the ward has received and resolved over 1,000 administrative procedures, of which 86% of procedures were resolved before the deadline, with no late files.

In addition, the ward also sends congratulatory letters to families when they organize weddings or have new members; thank-you letters to organizations and individuals who have contributed to building the government and community; condolence letters to families of citizens whose relatives have passed away; letters of apology for shortcomings and problems of the government that affect people and businesses...

Reception room for people coming to register for marriage of Quyet Thang Ward People's Committee.

In the border district of Song Ma, Chieng Khuong commune was also chosen as a pilot unit to build the model of "Friendly Government". In the commune's one-stop shop, slogans have turned into actions. The style of "Respecting the people, being responsible to the people" is promoted in every action of the officials. Many changes in the way the government apparatus serves the people have been clearly demonstrated.

Comrade Luu Van Cuong, Chairman of the People's Committee of Chieng Khuong Commune, said: With the motto "Do all the work, not all the time", the Party Committee and the People's Committee of the commune have thoroughly grasped and organized 100% of cadres and civil servants to sign a commitment to implement the content of the model, strictly implementing the slogans "4 please", "4 always" and "5 no". Along with organizing and arranging a scientific work schedule, the commune also publicly announced the hotline phone number and suggestion box at the one-stop department so that individuals and organizations can promptly contribute constructive ideas. Arrange cadres and civil servants to directly guide people to use level 3 and 4 public services, submit documents on the public service portal, make cashless payments via QR-Code scanning and support the installation of Vneid, activate electronic identification accounts... right at the one-stop department.

Civil servants of the "one-stop" department of Chieng Khuong commune, Song Ma district guide people to scan QR-Code to look up administrative procedures.

In order for administrative procedures to be resolved quickly, the People's Committee of Chieng Khuong commune assigned a leader to take turns to be on duty, sign, and process documents at the one-stop department, ensuring that documents are received and results are returned to citizens immediately. At the same time, professional civil servants with sufficient capacity and qualifications are arranged to promptly process documents for organizations and citizens.

Mr. Bui Duy Kien, a civil servant of Justice - Civil Status, Chieng Khuong Commune, shared: We constantly improve our awareness and responsibility in performing our duties; receiving, processing, and returning results of records in accordance with procedures and regulations; always attach importance to attitude, courtesy, and style of serving the people, taking that as a measure to improve ourselves. Currently, 100% of administrative procedure records in the field of Justice - Civil Status are returned within the day.

Building a government that serves the people

The "Friendly Government" model is implemented based on the Coordination Program on mass mobilization work between the Party Committee of the Provincial People's Committee and the Provincial Party Committee's Mass Mobilization Committee. The model was piloted from May 2023 in 3 communes, wards and towns, including: Quyet Thang ward, Son La city; Chieng Khuong commune, Song Ma district; Moc Chau town, Moc Chau district.

With the aim of strongly innovating the working style of the grassroots government; building the style of "Respecting the people, being close to the people, understanding the people, learning from the people and being responsible to the people", aiming at people's satisfaction with the staff and civil servants at the grassroots level. At the same time, improving the effectiveness and efficiency of State management in all fields; promoting administrative reform and the process of handling administrative procedures according to the provisions of law; improving public service ethics among staff and civil servants.

The Head of the Provincial Party Committee's Mass Mobilization Commission inspected the "Friendly Government" model in Quyet Thang ward.

For effective implementation, the Provincial People's Committee supports and creates favorable conditions in terms of mechanisms and funding to implement the pilot model; the Provincial Party Committee's Mass Mobilization Commission assigns officials in charge of monitoring and supervising the model. In localities selected to implement the model, the Party Committees of communes, wards and towns have based on the plans and instructions issued by the Provincial Party Committee's Mass Mobilization Commission and the Provincial People's Committee, established a Steering Committee for implementation. The Party Committees of communes, wards and towns direct the mass mobilization bloc to coordinate with the People's Committee to organize the implementation of each specific field, with the goal of satisfying the people. At the same time, organize for officials and civil servants to sign a commitment to implementation.

Communes, wards and towns also pay attention to arranging for the department receiving and returning the results of administrative procedures to have a separate reception room; purchasing equipment to serve and create the most convenient conditions for people when coming to resolve their work. Regularly inspect and supervise the implementation of discipline and administrative discipline. Currently, the "one-stop" department of the units is equipped with cameras to monitor and supervise the performance of duties of cadres and civil servants.

Although it is still in the process of piloting, implementing and learning from experience, from the initial results, the "Friendly Government" model has affirmed the determination of the entire political system and the team of cadres and civil servants, gradually improving the quality and efficiency of State agencies' operations, building an open and friendly government apparatus.

The working style and manner of local officials and civil servants have been innovated to be simpler and more gentle. People who come to resolve their work are actively supported and explained enthusiastically and thoughtfully by officials and civil servants. Therefore, administrative procedures are resolved quickly and conveniently. Through the survey, people all expressed satisfaction; most of the files at the one-stop department are resolved within the day, the rate of early resolution is more than 80%, and there are no overdue files.

Comrade Luu Minh Quan, Member of the Provincial Party Standing Committee, Head of the Provincial Party Committee's Mass Mobilization Commission, said: After the pilot implementation period, the model has created a change in the ideology, awareness, working style, and serving the people in each cadre, civil servant of agencies and commune-level authorities. The role, responsibility, and prestige of the heads of Party committees and authorities at all units have been raised, recognized, trusted, and highly appreciated by the people. Through the model, the content of mass mobilization work is demonstrated starting from specific actions; creating and consolidating close ties, trust, empathy, and sharing between the government and the people. In the coming time, the Provincial Party Committee's Mass Mobilization Commission will continue to direct, guide, and coordinate with all levels, sectors, and localities to synchronously deploy solutions to improve the quality, efficiency, and replicate the model throughout the province.

“Friendly government” is one of the “smart mass mobilization” models that localities are focusing on leading and directing to effectively implement. The model not only innovates the working style, attitude, and manner of the staff and civil servants at the grassroots level, but is also gradually building a government that serves the people.

Thanh Huyen

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