Closer to people from the smallest things
On the morning of July 30, the Phu Nghia Commune Mobile Support Team came to the house of Mrs. Bui Thi Rieu (born in 1945), a paralyzed elderly person, to support the procedures for receiving social benefits according to Decree No. 176/2025/ND-CP. A representative of Mrs. Rieu's family emotionally shared: "We did not know what to do to bring my mother to the Commune Administrative Service Point to carry out the procedure of authorizing her grandson to register for her. Who would have thought that the Commune People's Committee would send the Mobile Support Team to the house, and also give such thoughtful instructions."
At the Phu Nghia Commune Public Administration Service Point, it was only 8am, but there were already many people coming to do administrative procedures. Mr. Pham Van Bon (Trung Cao 1 village) came to do the procedures to receive social pension benefits for people aged 75 and over and was invited by the union members and youth to sit in the waiting chair. On the other side, other union members were enthusiastically guiding people to look up the procedures. There was no more jostling or confusion; all operations were now quick and clear.
Mr. Nguyen Huu Quy (Yen Kien Lang village) commented: “The service attitude of officials and civil servants has changed significantly. People now do procedures without having to ask or wait long. The one-stop process is modern, and records are updated publicly and transparently. There is no longer the situation of going back and forth many times or having to rely on acquaintances like before.”
Behind these positive changes are many pressures that the new government apparatus must face. According to Nguyen Thi Phuong, Deputy Head of the Department of Culture and Society of Phu Nghia Commune, previously, the commune level only handled about 40-60 administrative tasks. But after operating the two-level local government model, Phu Nghia Commune had to undertake more than 230 tasks, nearly 4-5 times more than before.
Meanwhile, the payroll and human resources have been streamlined according to the new scale. Many departments do not have separate computers, the information technology infrastructure is still weak, and the network connection is unstable. Some newly transferred officers receiving documents are not familiar with the one-stop process, and are still confused when operating according to the digital government model.
Not only are internal issues difficult, people have not yet adapted to the online application process, especially for level 3 and 4 public services. Many people still have the habit of going to their old staff to ask directly, putting great pressure on the focal staff at the Public Administration Service Point.
Faced with these obstacles, the People's Committee of Phu Nghia commune has implemented many synchronous solutions, such as: Organizing retraining for staff, arranging rotational duty outside of peak hours on peak days, rotating staff to support people, utilizing and supplementing equipment, and strengthening supervision of the file handling process.
“After one month, we have received and processed more than 4,000 administrative procedure files, of which 99% of files were processed on time or ahead of schedule. Some areas such as justice - civil status have an online processing rate of more than 50%. People have become more proactive, and officials are more confident and professional in processing files,” said Ms. Nguyen Thi Phuong.
Solid foundation, strong determination
To meet the requirements of the two-level local government model, Phu Nghia commune quickly developed a plan to implement Directive No. 11/CT-UBND dated July 24, 2025 of the Hanoi People's Committee on the Campaign "45 days and nights of support for digital transformation activities in communes and wards".
According to Chairman of the Commune People's Committee Nguyen Dinh Sy, the commune is focusing on upgrading information technology infrastructure, adding servers, scanning and printing equipment, stabilizing internet connection, and organizing in-depth training on handling procedures in the digital environment for officers receiving documents.
In particular, the commune is implementing three pilot models, including: Mobile support teams that go to households to support the elderly and disadvantaged people in completing administrative procedures; digital ambassador model with staff with good technology skills to support other groups of citizens, instruct young people on operations, and help the elderly access easily; digital family model encouraging each household to have at least one member who knows how to submit documents online.
The Commune Youth Union coordinated with schools to organize digital skills training for students and union members to spread to each household. “Each cadre and each household is a subject in the transformation process. We use service efficiency as a measure and people's satisfaction as a goal,” emphasized Chairman of the Commune People's Committee Nguyen Dinh Sy.
Phu Nghia is taking the first steps in the journey of building a service-oriented government. From that foundation, a new spirit is taking shape - the spirit of daring to think, daring to do, taking the people as the root. Digital transformation in Phu Nghia is not only about applying technology, but also about changing thinking, innovating the way of serving to be closer to the people, more effective.
Source: https://hanoimoi.vn/chuyen-dong-tu-phu-nghia-gan-dan-hon-hieu-qua-hon-710910.html
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