Innovate to serve

Specialists from Khanh Khe Commune Public Administration Service Center guide people to look up administrative procedures on the bulletin board.

From July 1, the two-level local government officially came into operation, together with specialized departments and offices, the People's Committees of new communes and wards have established the commune-level Public Service Center, whose basic and continuous tasks are to receive and return results of administrative procedure records and monitor, control, reform administrative procedures, and implement the one-stop and one-stop mechanism.

People are satisfied

Khanh Khe commune was established on the basis of merging Khanh Khe commune (belonging to the old Van Quan district) and Xuan Long and Binh Trung communes (belonging to the old Cao Loc district). After the merger, the commune has a total natural area of 93.64 km2 with 2,742 households and 13,373 people. With such a large area and large population, immediately after its establishment, the commune's Public Service Center proactively assigned and clearly assigned tasks to each officer and specialist in each field; arranged adequate facilities and equipment to serve people when they come to perform administrative procedures; thoroughly instructed 100% of specialists to receive documents quickly, neatly, and in accordance with the document process to avoid people having to go back and forth many times to supplement documents. Thanks to that, most people who came to perform administrative procedures were satisfied.

“We determined that if we want people to be satisfied, the prerequisite must be the service style and communication attitude of the center's staff and specialists.”

Mr. Ly Hong Binh, Deputy Director of the Public Health Center of Cai Kinh commune

Ms. Chu Thi Khe, Long Son village, Khanh Khe commune shared: My house is more than 10 km from the commune center. When there was information about the merger, I was a bit worried because each time I went to do the procedures, the road was quite far, including the waiting time, it took me a whole morning. However, in mid-August 2025, I went to the commune Public Service Center to do the procedures in the judicial field. The staff guided me to fill out the declaration very quickly. After just a few minutes, I completed the application and registered to receive the results at home. All my worries were eliminated. I am very satisfied with the professionalism, dedication, responsibility, and dedication to serving the people of the staff and specialists at the center.

Another case expressing satisfaction with the service mindset of the new communal-level PVHCC center is Mr. Dao Van Dong, Ro Phai block, Dong Kinh ward. If in the past, Mr. Dong felt very pressured and tired when going to perform administrative procedures because of the long waiting time and complicated procedures, now that concern is gone.

Mr. Dong shared: Every time I think about doing administrative procedures, I feel scared because of the long waiting time. But now it's different, the ward officials receive people on time, explain clearly, and have a friendly attitude. I see that the government now works scientifically , is close to people and really listens to people. That change makes us people feel very secure and confident.

Not only Mrs. Khe and Mr. Dong, in recent years, especially since the two-level local government came into operation and established the communal-level Public Service Centers, the service style of the staff and civil servants receiving and returning results has been increasingly improved. This comes from the innovation in the mindset of serving the people from the leaders to the professional civil servants at the communal level.

Transforming thinking

In many recent conferences and meetings, leaders of the Party, State and Government have continuously emphasized that in order to meet the tasks in the current period, the staff must shift from an administrative mindset to a service mindset with the motto of "doing everything responsibly", "doing everything thoroughly", making people trust, agree and support, especially in the work of administrative procedure reform. Thoroughly grasping this spirit, the Public Service Centers of communes and wards have developed plans, clearly defining the service motto and operational goals, in which, shaping the mindset of "people and businesses are customers", the departments receiving and handling procedures not only provide services, but also ensure the satisfaction of people and businesses.

Accordingly, the Public Service Centers of communes and wards have focused on tightening discipline, administrative discipline, and public service culture, not allowing negative behaviors to form, causing trouble for the people.

Mr. Ly Hong Binh, Deputy Director of the Public Service Center of Cai Kinh Commune, said: We determined that if we want people to be satisfied, the prerequisite must be the service style and communication attitude of the staff and specialists of the center. Therefore, we have thoroughly instilled in 100% of the staff and specialists working at the center about discipline, administrative discipline, public service culture, "doing all the work, not all the hours". Through monitoring and understanding, up to now, no specialist of the center has been reported to be lacking standards with people in the process of receiving and returning results of administrative procedures.

In addition, the commune-level public service centers also promote the application of information technology, enhance the implementation of administrative procedures through online public services; implement measures to ensure technical conditions, safety and security measures on the provincial public service portal; information verification solutions to ensure the level of safety during the registration and login process of organizations and individuals. In particular, at some commune-level public service centers in the province, they have innovated their thinking and viewpoints to be close to the people, serving people better from small tasks such as preparing raincoats; serving drinking water; removing the glass partition; friendly service model: bringing procedures to the elderly citizens' places...

For example, in the Tam Thanh Ward Public Administration Center, in July and August 2025, the center's staff went to the Provincial General Hospital and to the homes of the elderly who could not walk to perform signature certification procedures. This action demonstrates the dedication, responsibility and service to the people of the staff, contributing to building the image of the government close to the people, friendly and humane. At the same time, this is a practical action to ensure the legitimate rights of the people, especially the elderly and the disadvantaged in society.

It can be seen that the current communal government has been gradually changing its mindset of serving the people when implementing administrative procedures, from administrative thinking to service thinking. All of them exude respect for the people, serving the people according to the direction of the province and the Central Government.

Source: https://baolangson.vn/doi-moi-tu-duy-de-phuc-vu-dan-5056761.html