Closer to the people, more effective service.
From the very beginning of operating the new model, the Van Don Special Economic Zone identified its core and overarching task as absolutely ensuring there were no delays in administration, no gaps in management, no interruptions in tasks, and no negative impact on citizens and businesses due to the reorganization of the administrative apparatus and the implementation of the two-tiered local government model. In this spirit, the special economic zone promptly streamlined its organization, issued working regulations, assigned tasks, and established work process procedures; simultaneously, it reformed its leadership and management methods to be closer to the people, focusing on serving citizens and businesses.
A highlight is also the innovative approach, tailored to the specific characteristics of each area, which is the establishment and maintenance of 7 permanent working groups in islands and remote areas (Ngoc Vung, Ban Sen, Minh Chau, Quan Lan, Binh Dan, Dai Xuyen, Thang Loi) linked to points for receiving and returning administrative procedure results. Citizens can choose the most convenient location to complete procedures, no longer being dependent on administrative boundaries. For many documents, citizens don't even need to go to the receiving point in person; they can submit online and track the processing progress digitally.
The changes also lie in the increasingly simplified processing procedures, moving towards clear decentralization and delegation of authority, minimizing unnecessary intermediaries and paperwork. As a result, citizens and businesses can easily access information and complete procedures quickly, reducing the need for documents to be circulated through multiple levels and agencies. In particular, the acceleration of digital transformation and the integration of online public service platforms have enabled citizens to search for information, submit applications, track progress, and receive results anytime, anywhere. The processing procedures are transparent and open, contributing to saving time and costs and improving service quality.
After one year of operating the new model, the Van Don Special Economic Zone Public Administrative Service Center has received more than 11,700 applications, with the online application rate reaching over 98%; and the rate of timely and early resolution reaching nearly 100%. Behind these figures lies a clear change in the quality of service and the level of satisfaction of the people.
Ms. Nguyen Thi Thanh, Deputy Director of the Van Don Special Economic Zone Public Administrative Service Center, stated: The organization of a two-tiered local government model has enabled localities to be more proactive in handling matters, especially in areas far from the central hub. Along with the acceleration of digital transformation, administrative procedures are increasingly processed more quickly, openly, and transparently, thereby enhancing the satisfaction of citizens and businesses. Local officials are increasingly proactive in closely monitoring practical situations, providing timely support, guidance, and resolving difficulties for citizens with a sense of responsibility and a friendly attitude. At the same time, citizens can proactively update official information and check the progress of their applications online through the National Public Service Portal, contributing to improved efficiency and satisfaction in the process of handling administrative procedures.
While in Van Don, the most notable achievement is bringing public services closer to people on islands and remote areas, in Ha Long ward – a central area with a large volume of administrative transactions daily – the new government model demonstrates effectiveness in its flexible and modern operation, reducing pressure on citizens when dealing with administrative procedures.
Following the reorganization, Ha Long ward focused on consolidating the Public Administrative Service Center towards modernization, synchronizing digital infrastructure, and improving service quality. Administrative procedures were standardized, made public and transparent; electronic processes were perfected to reduce processing time and minimize the need for citizens to make multiple trips.
One of the notable new developments is the implementation of a "Full-service AI Kiosk" at the ward's Public Administrative Service Center. With technology that automatically recognizes and extracts data from chip-embedded citizen ID cards, many procedures can be completed in just a few minutes. Citizens no longer have to manually fill out numerous forms as before, while officials also experience a significant reduction in processing workload.
In addition, digital applications such as QR code-based satisfaction assessment systems, paperless meeting rooms, online conferencing, and smart broadcasting systems are being implemented synchronously, contributing to building a digital government model that is more open, transparent, and interactive with the people.
From July 2025 to May 2026, Ha Long ward received 16,000 administrative procedure applications, with a very high rate of digitized applications and successful resolution. These results demonstrate that when the government apparatus is streamlined, clearly decentralized, and linked to digital transformation, the efficiency of serving the people is significantly improved.
Mr. Nguyen Van Long (Zone 9, Ha Long Ward) said: Compared to the past, handling administrative procedures is now much more convenient. Many documents can be submitted online or processed electronically at the Public Administrative Service Center, reducing travel and waiting time. Many procedures that previously required going to the provincial level are now handled right at the ward level. This greatly benefits the people.
Experience from the Van Don Special Economic Zone and Ha Long Ward shows that when procedures are processed faster, geographical distances are narrowed through technology, and officials proactively support people at the grassroots level, the two-tiered local government model is gradually realizing the goal of building an administration that is closer to the people, more responsive to their needs, and better serves the people.
Digital transformation creates breakthroughs in administrative reform.
Implementing a two-tiered local government model, Quang Ninh province has identified administrative reform and digital transformation as key tasks to enhance the effectiveness and efficiency of state management, while building a service-oriented administration that is open, transparent, modern, and centered around citizens and businesses.
Immediately after implementing the new model, the province focused on reviewing and standardizing all administrative procedures under the jurisdiction of all levels of government, ensuring that the receipt and processing of applications were carried out uniformly, continuously, and without interruption during the organizational restructuring process. To date, the entire province has completed the review, standardization, and public disclosure of 2,267 administrative procedures, including 1,860 at the provincial level and 407 at the commune level. Of these, 101 procedures are interconnected and shared between different levels.
All administrative procedures are fully publicized, including required documents, processing order, processing time, fees, and implementation process, on the province's Administrative Procedure Information System. This allows citizens and businesses to easily search, track, and monitor the processing of their applications, reducing the need for multiple trips or the occurrence of procedures outside of regulations.
Along with standardizing administrative procedures, Quang Ninh continues to promote decentralization and delegation of authority while simplifying the resolution process. Many eligible procedures have seen reduced processing times; intermediate steps and redundant paperwork are being gradually eliminated. Notably, the province has implemented a comprehensive online public service system for 100% of eligible procedures, with 1,772 fully online public services and 495 partially online public services currently operating stably.
To encourage people to use online public services, the province also implemented a policy of reducing certain fees and charges by 50% when carrying out procedures in the digital environment; at the same time, it strengthened the reuse of electronic data and limited the requirement for citizens and businesses to re-provide documents and information already available in the shared database.
One of the highlights after one year of operating the two-tiered local government model is the unified construction and operation of the Information System for resolving administrative procedures from the provincial to the commune level. The system is synchronously connected with the National Public Service Portal, the VNeID electronic identification platform, and national and specialized databases, allowing citizens to conduct electronic transactions more conveniently, such as submitting applications online, making cashless payments, checking processing progress, and receiving electronic results.
To date, the province's system has connected and shared data with 15 national and specialized databases, creating an important foundation for the formation of a digital government and improving the efficiency of management and administration. 100% of officials directly involved in handling administrative procedures have been granted digital signatures to process documents electronically, contributing to increased transparency, security, and accountability in the performance of public duties.
The digitization of records, processes, and results of administrative procedures has also been implemented synchronously. The entire internal process for handling administrative procedures has been configured in an electronic environment; eligible records and results are digitized, stored, and reused according to regulations. In particular, the implementation of administrative procedure processing regardless of administrative boundaries for all eligible procedures has created significant advantages for citizens and businesses. People can choose the appropriate location to submit their applications, no longer being limited by their place of residence as before. This mechanism has proven particularly effective in mountainous, border, and island areas, as well as localities with large administrative areas after administrative unit reorganization.
To ensure the smooth operation of the model, Quang Ninh also established a mechanism for receiving and quickly handling difficulties and obstacles arising from the grassroots level through the Task Force and online connection groups between departments and agencies with the commune level. Through 33 reporting sessions from October 8, 2025 to December 22, 2025, the province received 86 issues of difficulties and obstacles, of which departments and agencies proactively resolved 74 issues and coordinated the handling of 12 issues. At the same time, the Chairman of the Provincial People's Committee directed the resolution and removal of 97 difficulties and obstacles at the commune level, to be completed before December 31, 2025. As a result, the process of receiving and resolving administrative procedures has remained stable, without major bottlenecks affecting citizens and businesses.
After one year of implementing the two-tiered local government model, the process of receiving and handling administrative procedures in the province has been basically stable and smooth. Over 90% of applications are processed electronically; the rate of applications resolved correctly and ahead of schedule is over 98%. Notably, the level of satisfaction of citizens and businesses with the handling of administrative procedures continues to remain very high, reaching over 99.7% at many times.
In 2025, Quang Ninh's Satisfaction Index on Administrative Services (SIPAS) reached 88.33%, ranking second nationwide; its Public Administration Reform Index (PAR INDEX) reached 93.16 points, continuing to hold the second position nationwide. These results demonstrate the tangible effectiveness of the two-tiered local government model, not only in streamlining the administrative apparatus but also in improving service quality, bringing the government closer to the people, and better meeting the development requirements of the new era.
Source: https://baoquangninh.vn/dau-an-tu-nen-hanh-chinh-phuc-vu-3411639.html
![[Image] National conference summarizing one year of operation of the overall organizational model of the political system, the three-tiered government model.](https://vphoto.vietnam.vn/thumb/1200x675/vietnam/resource/IMAGE/2026/07/01/1782882811691_ndo_br_1-jpg.webp)
