Digital civil servants shift their management mindset towards a service-oriented approach.

From a managerial position, they are gradually shifting to accompanying and serving the people and businesses, contributing to creating a new face for the provincial administration.

Accompanying and serving

In Dong Xuan commune, the sight of civil servants guiding people to scan QR codes to fill out electronic forms, or the sound of document scanners, is gradually replacing the familiar handwritten forms and the rustling of paper. This change is not only reflected in modern equipment or software, but also in the eyes and smiles of the staff receiving applications at the local Public Administrative Service Center.

Mr. Tran Quoc Linh, Deputy Director of the Dong Xuan Commune Public Administrative Service Center, shared: “Previously, many officials in the ‘one-stop’ service department handled the files themselves, leading to the mindset that people needed them. Now, everything is system-based and completely transparent, so officials and civil servants must change their mindset and shift to guiding and serving. If people are not yet familiar with the process, we will guide them step by step until they are satisfied.”

Holding the results of her recently processed paperwork in her hand, Ms. Nguyen Thi Huong from Long Thang village (Dong Xuan commune) happily said: “Before, going to get paperwork done meant spending a whole morning. Now, the officials guided me through submitting my application over the phone, and I received the results on the scheduled date. The officials also spoke more gently, without the distance we felt before.”

A day in the life of a civil servant at the Xuan Phuoc Commune Public Administrative Service Center.

Citizen satisfaction is a testament to the province's efforts in promoting digital transformation and administrative reform. To date, the rate of timely and early processing of applications in the province has consistently remained above 98%. The public disclosure of application processing progress in the digital environment has also gradually eliminated the "request-and-grant" mechanism, narrowing the gap between civil servants and citizens.

Many officials and civil servants at public administrative service centers admit that, in the early stages of adopting the electronic document management and operational system, they were worried because they had to change their work habits and all operations were publicly monitored. On the system, overdue documents would immediately display a warning. However, as they adapted to technology and digital transformation, they realized that technology doesn't replace humans but helps reduce cumbersome procedures, allowing civil servants more time to listen to and better support citizens and businesses.

It is clear that digital transformation is not simply replacing paper documents with electronic data, but rather a profound reform guided by the principle of "administration is service." When civil servants apologize for delayed processing and smile while guiding citizens on using technology, that is when digitalization truly touches the hearts of the people.

According to Mr. Le An Pha, Head of the Digital Transformation Department (Department of Science and Technology), the implementation of full-process online public services and shared data has forced civil servants to change their working mindset. “Now, instead of waiting for citizens, civil servants must proactively go down to each village and neighborhood to guide people in using digital citizen applications. This is a shift from a managerial position to one of partnership and service,” Mr. Pha said.

When digitalization touches the hearts of the people.

In the transition from a management-oriented mindset to a service-oriented one, local police forces play a crucial role in bringing VNeID electronic identification to every residential area. In the communes of Dong Xuan, Xuan Phuoc, and Xuan Lanh, the sight of police officers taking advantage of evenings to visit each house and assist residents in activating their level 2 electronic identification accounts has become familiar.

Lieutenant Mang Nhan, an officer of the Xuan Lanh Commune Police, said: “Many people work in the fields during the day and only return home in the evening, so we take advantage of our free time to help them get VNeID. VNeID is the key for people to access digital utilities, so we don't mind the difficulties. Seeing people able to operate it themselves on their phones and look up their residential information without having to go to the police station, we are very happy.”

Officials in Tuy An Dong commune guide residents to scan QR codes to learn about combating illegal fishing.

Further north in Xuan Phuoc commune, many officials and civil servants are also persistently going door-to-door to assist residents, especially the elderly, in using smartphones and activating electronic identification. Mr. Nguyen Phan Hoa, a local resident, shared: “The commune officials and police officers came to my house to provide very thorough guidance. They were always cheerful and explained everything in detail, so I felt very reassured.”

In Tuy An Dong commune, the application of digital signatures and electronic documents has helped shorten the processing time for applications from several days to just a few hours. Mr. Tran Minh Lieu, Chief of the Office of the People's Council and People's Committee and Deputy Director of the Commune's Public Administrative Service Center, affirmed: "The satisfaction of the people is the measure of our service capacity."

Ms. Nguyen Thi Lan, a business owner in Tuy An Dong commune, commented: “What impressed me most was the transparency. The current stage of the application is clearly shown on my phone via text message. Officials now proactively call to guide me if there are any errors, instead of making me travel back and forth multiple times. This change saves business owners a lot of time.”

Van Tai

Source: https://baodaklak.vn/chinh-polit/202605/cong-chuc-so-thay-doi-tu-duy-quan-ly-sang-phuc-vu-1661aaf/