National Public Service Portal is running smoothly after the process of 'reorganizing the country'

During the first two days of officially converting to a two-level local government model, putting all administrative procedures on the National Public Service Portal, although the number of tasks at public administrative service points was greater, everything went smoothly and smoothly.

The two-level local government service process in the digital environment not only brings satisfaction to the people but also improves the service quality of local civil servants.

People's time to carry out public administrative transactions is faster after applying the new system. (Photo: Do Hue)

People are satisfied with the new process

Present at the headquarters of the Hanoi City Public Administration Service Center, Branch No. 3 (61 Hoang Cau, O Cho Dua Ward, Hanoi) on the morning of July 2, Ms. Luyen Thi Hang - who had just completed the land tax procedures shared: "I submitted my application two weeks ago and came to receive the results today. The processing procedure was very quick and neat. Although I am not familiar with online registration procedures, I was under pressure at first, but the staff welcomed and supported me enthusiastically, guiding me from logging in, registering on my personal VNeID account, declaring on paper to uploading the application to the system - all very convenient."

Ms. Hang highly appreciated the thoughtfulness and professionalism of the staff at the reception point: welcoming people warmly, not making them wait long. “I am very satisfied with the way they work here. Before, I had to queue and wait for my name to be called, but now, as soon as I enter, someone will assist me right away.”

Like Ms. Hang, many people expressed their satisfaction when experiencing for the first time the dedicated and thoughtful service process from the time they entered to the completion of procedures, including the time to declare and wait, only within ten minutes, saving a lot of time and effort and without any paperwork pressure.

Ms. Luyen Thi Hang (Ngoc Ha ward) shared at the Hanoi City Public Administration Service Center, Branch No. 3 on the morning of July 2, after completing administrative procedures on land tax. (Photo: Do Hue)

Not only the people, but also the public administration officers and the one-stop shop here shared their excitement when participating in the operation of the new system. Mr. Dinh Cong Thanh - specialist of branch No. 3, Hanoi City Public Administration Center - said that in order to meet the requirements of switching to the new platform, the Center had prepared carefully for many weeks in advance. From creating new accounts, meeting the requirements of smooth transfer from accounts in the old system, to training the reception staff to get familiar with the new interface and process.

Due to the large amount of work, the nature of land documents also has many factors, it is necessary to handle accurately but still ensure flexibility, so on the first day of operation, it is inevitable that there will be some confusion at first.

“The new interface and new way of working made the staff at the one-stop counter a bit confused at first. But after about an hour, they got used to it. The first day, there was a lot of paperwork, but after the flow stabilized, everything went very smoothly," said Mr. Dinh Cong Thanh.

Accordingly, to serve people faster, the Hanoi City Public Administration Center has established a flow-sharing process, applied at all public administration service points in the area: When people arrive, there will be a reception department in charge, helping them prepare documents and declarations in advance, especially for those who are not familiar with technological procedures and the elderly. After being guided, people will be invited to the counter to enter data and submit documents, then complete the procedures. This will avoid the situation of "going to the counter and looking up information", causing congestion in the previous and following steps, and at the same time causing others to have to prolong the waiting time.

Regarding technical solutions, the Center also established on-call software support teams, combined with Zalo groups connecting reception staff and software engineers. “When an error occurs, the technical team will analyze it immediately: if it is an operational error, they will guide people to handle it, if it is a software error, they will update and patch the error within 10-15 minutes,” said Mr. Thanh.

Mr. Dinh Cong Thanh - Specialist of Branch No. 3, Hanoi Public Administration Center - shares about the new process at the Center. (Photo: Do Hue)

Real-time error classification helps ensure that records are not delayed, while also creating trust for people when carrying out important procedures such as real estate documents, tax records, etc.

Sharing more about this issue, Mr. Huy Pham, MobiFone 's technical support officer - who is directly on duty at the Hoang Cau public administrative service point, said that as a unit directly involved in building and operating the National Public Service Portal and deploying digital solutions, building digital government in localities, many days before, MobiFone Corporation had conducted training sessions for civil servants in each commune and ward to familiarize themselves with the new system. In the first days of operation, technical officers were directly present at each point to handle arising problems and support operations for the on-site one-stop department. Therefore, the deployment speed on the system was relatively fast and smooth.

Big change without disruption

In Cua Nam ward, on July 1-2, reporters also recorded the urgent and serious atmosphere of the officers and civil servants of the one-stop department as well as the excitement of the people when coming to carry out public administrative procedures.

Ms. Nguyen Thi Ha Kim (68 years old) came to learn about the procedures for document authentication, re-check the lost marriage registration of her husband and wife, and ask about the procedures for registering a marriage on behalf of her daughter. Ms. Ha shared that compared to the previous times she went to perform public services, she felt a clear difference. The time was shortened, the staff was more enthusiastic, she was guided step by step in detail, and most of all, she felt "a very historic new atmosphere", showing the flow of change in the country. Ms. Ha is proud and hopes that innovation will be promoted, bringing a more transparent, modern, practical, and effective public administration for people like her.

Sharing the urgent atmosphere of change, Mr. Nguyen Quoc Hoan - Chairman of the People's Committee of Cua Nam Ward, Hanoi - said that the ward is carrying out more than 300 public administrative procedures, nearly double the number before, with more than 1,000 decentralized employees. Despite facing a huge amount of work, but with the spirit of "the work is over, not the time is over", serving the people is above all, the administrative staff here cannot help but be proud and make more efforts for the tasks and responsibilities they are assigned.

Mr. Nguyen Quoc Hoan - Chairman of People's Committee of Cua Nam Ward, Hanoi City. (Photo: Do Hue)

In Hanoi, to prepare for July 1, the city's Public Administration Service Center has proactively developed detailed plans and closely coordinated with departments, branches and People's Committees of districts, towns and cities to ensure effective operation of the new model.

The Center has fully announced the addresses and hotline numbers of all 126 public administrative service points at the commune/ward level; 12 main branches of the Center along with 30 reception points were made public before and on June 30 to create maximum convenience for people and businesses in the process of carrying out administrative procedures.

The support hotline system 024.1022 - extensions 7, 8 and smart hotline 19001009, along with the iHanoi Digital Capital Citizen Application platform and communication channels such as Zalo, Viber with the prefix 0768.221.221 also operate at full capacity to receive and answer all feedback, recommendations and problems.

To support people in digital transformation effectively and quickly adapt to the 2-level digital local government, the iHanoi application has integrated the function of registering for public administrative services in advance for people. Just register and get a number from the previous night on the application, the next morning just need to come at the right appointment time to be received and have procedures quickly resolved.

This is also a channel for people to update necessary information about changes in administrative boundaries, policies and guidelines of the State and localities accurately, quickly and effectively.

The two-level digital local government model requires all administrative procedures – including at the commune and ward levels – to be received, processed, monitored and returned through the National Public Service Portal instead of the previous local systems. Although it is a major change, with careful preparation in terms of infrastructure and human resources, the transition to two-level digital local government in Hanoi did not cause disruption or overload, and was even assessed by people as “more convenient than before”.

“New things always make me a little hesitant. But seeing how easy and quick it is, and having someone to support me wholeheartedly, I feel satisfied,” Ms. Hang added before leaving the reception point.

The initial success of the first day of conversion came not only from the technological infrastructure, but also from the proactive preparation and service attitude of the staff at the grassroots level.

“Directly supporting each citizen”, especially the elderly and those unfamiliar with digital operations, helps digital government become closer and more feasible in the eyes of the community.

Do Hue

Source: https://vtcnews.vn/cong-dich-vu-cong-quoc-gia-thong-suot-sau-qua-trinh-sap-xep-lai-giang-son-ar952370.html