Bright spots in administrative procedure reform

After more than 4 months of operation, Phong Chau Ward Public Administration Service Center has become a bright spot in the province's administrative procedure reform, with a professional and dedicated service style, taking people's satisfaction as a measure of effectiveness, contributing to shortening the gap between the government and the people.

Aiming for people's satisfaction

In the context of both operating a two-level local government and promoting digital transformation, Phong Chau Ward Public Administration Service Center identifies the key task as building a modern, friendly and convenient working space for people.

With an area of ​​nearly 200m2, the Center has invested in synchronous facilities and high-speed internet infrastructure, ensuring a smooth electronic process, serving the reception and processing of documents. The reception and return of results area is designed with 10 separate areas for staff, divided into specialized field groups. In addition, there is a reserve area for staff from various sectors to work.

According to Ms. Le Thi Thanh Tam - Deputy Director of the Center, the unit arranged 7 officers and civil servants with expertise appropriate to the fields of administrative procedure settlement to receive documents and return results. At the same time, training on skills in using the Provincial Information System Software for handling administrative procedures in the electronic environment was organized for all officers, civil servants and public employees of the Center and some officers and civil servants of related departments and units to participate in handling administrative procedures. Mastering technology has helped the Center handle documents quickly, accurately, publicly and transparently.

“As of 4:00 p.m. on October 30, 2025, the unit had received 3,089 applications, processed 3,013 applications, and 76 applications were being processed, with only 4 applications being overdue - a very small number compared to the workload,” said Ms. Tam.

Phong Chau Ward Public Administration Service Center does a good job of reforming administrative procedures, improving the efficiency of serving the people.

It is known that Phong Chau Ward Public Administration Service Center has synchronously deployed electronic one-stop software, helping people monitor the progress of online file processing. Transparency contributes to eliminating the situation of pushing, avoiding, limiting negativity, and at the same time improving the sense of responsibility of officials and civil servants. According to feedback from the people, the satisfaction rate is very high. People are guided enthusiastically, the process is quick and the results are delivered on time. This model is forming a culture of "service government", replacing the previous administrative way of doing things that was heavily managerial. According to the index of assessing the quality of service to people and businesses in October 2025, Phong Chau Ward ranked 5/148 communes and wards in the whole province. This result shows that the Center is affirming its role, becoming a bright spot in the reform of administrative procedures of the province.

Many solutions to improve service quality

In addition to positive results, the Center's operation process still faces many systematic difficulties. According to actual research, the civil status management software often encounters errors, causing work interruptions. The electronic one-stop system has not been fully connected with the document management software, leading to difficulties in storing and synchronizing electronic records. Some land procedures have not been updated or fully delegated to the commune-level center, causing unexpected interruptions and delays in receiving and processing land records, even though the staff still follow the correct procedures. In addition, the rate of returned records is still high, mainly in the field of natural resources and environment. Some late-returned records have not yet apologized and scheduled for results according to regulations... These shortcomings are being reviewed by the Center to overcome.

Faced with the above difficulties, the Center has proposed a series of solutions towards the goal of "friendly e-government, dedicated service". Specifically, the Center continues to thoroughly implement the spirit of professional and responsible work, taking "people's satisfaction as a measure to evaluate cadres", cadres causing harassment and delay will be strictly handled; the responsibility of the head is closely linked to the results of handling records. Training, professional development and information technology skills continue to be promoted. The goal in the coming time is to increase the rate of administrative procedures applying online public services, expand the receipt and return of results via public post, helping people save time and travel costs.

In addition, the Center proposes to reduce the time for handling administrative procedures compared to regulations, ensuring speed, accuracy and transparency. The public disclosure of progress, increased accountability and real-time monitoring of records will be strongly implemented. Along with that, the unit coordinates with relevant departments and offices to review the list of procedures, proposes decentralization and maximum authorization for officers to appraise and approve records right at the Center, reducing intermediaries and improving service efficiency.

After 4 months of operation, despite many difficulties and problems, Phong Chau Ward Public Administration Service Center has proven the effectiveness of a modern, transparent and people-friendly administrative reform model. More than 3,000 records have been resolved, the top 5 position in the province with a high satisfaction rate is a remarkable result, but the greater value is the trust that people have in the local government.

Hong Trung

Source: https://baophutho.vn/diem-sang-trong-nbsp-cai-cach-thu-tuc-hanh-chinh-242540.htm