Diverse forms, timely resolution of recommendations

Diversify channels to receive citizens' petitions

Specialist of Citizen Reception Committee (Office of People's Council - People's Committee of Nam Tu Liem District) during citizen reception.

According to statistics from the Hanoi People's Committee, from mid-2021 to February 2025, the leaders of the City People's Committee regularly received 8,656 visits with 14,015 citizens; 280 large groups with 1,527 citizens. The leaders of the City People's Committee maintained a regular citizen reception schedule on the third Tuesday of every month at the City Citizen Reception Office and received 702 visits with 1,754 citizens, 47 large groups.

In addition to receiving citizens directly, the city also expands the channel to receive and reflect the recommendations of people and businesses in the city through the network environment, Zalo channel... In particular, the city has formed the social network application platform "Digital Capital Citizen" (iHanoi), thereby helping people and businesses interact directly with city authorities at all levels in the digital environment quickly and promptly.

As one of the users of the iHanoi application right after its launch, Ms. Le Thi Thuy (Thanh Xuan district) expressed her satisfaction with the utilities on this digital application. “Through iHanoi, pressing issues such as environmental sanitation, urban order or administrative procedures when sent to the authorities are all directed to be handled and resolved promptly and quickly,” Ms. Thuy said.

Deputy Director of the Hanoi City Public Administration Service Center Hoang Van Bang assessed that the channels for receiving feedback and recommendations from people and businesses through the network environment have created a breakthrough in digital transformation, aiming to carry out comprehensive and comprehensive digital transformation in all areas of social life, contributing to promoting the city's digital transformation to develop rapidly and sustainably.

Digitalization of citizen reception work

Despite the above results, the City People's Committee also stated that information technology and digital transformation in citizen reception, handling of petitions, complaints, denunciations, recommendations and reflections are still not scientific and effective, and need to be further innovated.

To continue to improve the effectiveness of citizen reception, the City People's Committee has installed and operated an online conference system from the City Citizen Reception Office to the bridge points of districts, towns and cities to serve the periodic citizen reception work of the City People's Committee leaders. Deputy Head of the Hanoi City Citizen Reception Office Pham Dinh Thuc said that receiving citizens online has helped resolve complicated situations arising in citizen reception such as the situation of large crowds of people gathering to make complaints and denunciations; reducing the overload situation in the waiting room of the City Citizen Reception Office.

In addition, Mr. Pham Dinh Thuc said that the online citizen reception activity is consistent with the general goal of the State Administrative Reform Master Program for the 2021-2030 period, aiming to continue building a democratic, professional, modern, streamlined, effective, efficient, honest, and people-serving administration. In addition, this activity is consistent with the current context of building e-government in Hanoi.

Member of the Standing Committee of the City Party Committee, Permanent Vice Chairman of the Hanoi People's Committee Le Hong Son affirmed that the City People's Committee will continue to implement the integration of digital transformation, applying information technology in citizen reception, handling petitions, resolving complaints, denunciations, recommendations, and reflections according to the direction of the Central Government and the City. The City will actively deploy information technology application software to increase online interaction in the digital environment between people, businesses and city authorities at all levels; prioritize investment and upgrading facilities and technical infrastructure for citizen reception places and the City Citizen Reception Office. This will create a premise for the City to effectively carry out regular and periodic citizen reception work according to regulations; strengthen dialogue with citizens to thoroughly handle cases right at the grassroots level, avoiding prolongation and bypassing levels.

Deputy Head of the Central Citizen Reception Committee Pham The Su:

Hanoi effectively applies information technology

Hanoi has effectively deployed technology and social networking applications in receiving feedback and recommendations from citizens, such as the Digital Capital Citizen application (iHanoi). Along with the effective deployment of applications, receiving citizens online will contribute to creating convenience for citizens, enhancing openness and transparency in the activities of state agencies. At the same time, receiving citizens online will also improve the effectiveness of citizen reception work, contributing to ensuring security and order in the area...

In the coming time, Hanoi needs to increase propaganda to help people see the superiority and benefits of receiving citizens online, at the same time, promote the responsibility of leaders and strengthen coordination between agencies in receiving citizens. In addition, the City People's Committee also needs to complete legal documents on online citizen reception, soon complete the citizen reception database and continue to pay attention to investing in information technology infrastructure...

Chairman of Thuong Tin District People's Committee Nguyen Xuan Minh:

Implement digital transformation in citizen reception

Thuong Tin District always identifies the work of receiving citizens, resolving complaints and denunciations as one of the key tasks, which is closely directed by the leaders of the District People's Committee, implemented seriously and in accordance with regulations. Many complicated and prolonged cases are focused on by Thuong Tin District for inspection, review and dialogue to resolve them, contributing to stabilizing political security, social order and safety, and socio-economic development in the area...

However, the work of receiving citizens and handling complaints and denunciations in some communes is not timely and not complete. To improve the work of receiving citizens, Thuong Tin district continues to update knowledge and skills in implementation, organize training, dissemination and education of laws on receiving citizens, handling complaints and denunciations, and carry out digital transformation in the work of receiving citizens for civil servants and heads of grassroots mediation teams in communes and towns to do better in advising and thoroughly resolving citizens' petitions and letters.

Chairwoman of the Vietnam Fatherland Front Committee of Quan Thanh Ward (Ba Dinh District) Ngo Thuy Linh:

Diversifying reception channels will reduce complaints and denunciations.

Channels for receiving feedback and suggestions from people on the Internet, applied to state management, have become a bridge to help the government and the people get closer than ever. From people's feedback, local authorities directly grasp people's problems and promptly resolve them, thereby creating consensus between the government and people and businesses.

Never before have citizens' suggestions and feedback been received, processed and responded to so quickly. Issues that cause social outrage will gradually decrease, because people will be monitoring and can immediately report to the authorities. From there, in addition to the goal of applying digital technology to improve the quality of service to the people, receiving people's suggestions and feedback on the internet will reduce the number of citizens going to government offices at all levels to complain and denounce, affecting the political security situation and social order and safety in the area.

Mai Huu wrote

Source: https://hanoimoi.vn/doi-moi-cong-tac-tiep-cong-dan-da-dang-hinh-thuc-giai-quyet-kip-thoi-kien-nghi-700409.html