Innovating and improving the quality of public services.

(Baothanhhoa.vn) - Aiming to better serve the people and businesses, many new models and initiatives in resolving administrative procedures have been researched and applied in practice by localities, creating positive changes in administrative reform.

Tho Xuan District is a locality with many initiatives applied in administrative reform to serve organizations and citizens.

To improve the quality of the "one-stop" service, Bac Luong commune (Tho Xuan district) has implemented the "No Writing Day" model. When organizations and citizens come to carry out administrative procedures, instead of instructing them to write the documents themselves, civil servants will type or write them by hand for them (except for documents that are legally prohibited from being written on behalf of others). After writing, the civil servant will read the entire content aloud or allow the citizen to check the accuracy of the information. The citizen only needs to sign or affix their fingerprint to the form to complete the process. This model has enhanced the sense of responsibility of the civil servants in the "one-stop" service, while also shortening the time for resolving administrative procedures for organizations and individuals. It has been highly appreciated by the local Party committee, government, and people.

To make a significant impact in administrative reform, Tho Xuan district has encouraged agencies, units, and communes and towns to actively research and apply new models and initiatives in resolving administrative procedures. Besides the "No Writing Day" model in Bac Luong commune, Tho Xuan district has many other models such as "No Appointment Day," "Three No's," "Application of QR Code in Administrative Procedure Implementation," "Saturday Volunteer Day to Help People Resolve Administrative Procedures," "Improving the Efficiency of Implementing and Resolving Administrative Procedures Throughout the Social Welfare Sector," and "Friendly Government, Serving the People"... These initiatives have contributed to improving the quality of administrative procedure resolution, helping Tho Xuan rise to second place in the 2024 district-level DDCI ranking.

To enhance the sense of responsibility and public service ethics of officials and civil servants, and to gradually shift from a governing administration to a service-oriented administration, in 2021, Dinh Tan commune built a model for the province and Yen Dinh district on "Friendly Government, Serving the People" in administrative reform. Implementing this model, commune officials and civil servants have done well with the "4 requests, 5 always" – saying hello, apologizing, thanking, asking permission, and always smiling, always being gentle, always listening, always helping, and always reaching out to the grassroots. The "one-stop" service center has also promoted the application of information technology, ensuring speed and accuracy in resolving administrative procedures for the people. In particular, to reduce the number of steps involved, the commune People's Committee has developed QR codes for each administrative procedure belonging to the group of procedures that are fully and partially processed online, making it more convenient for the people to use. The People's Committee of the commune has also established a mobile application receiving and results delivery unit to handle administrative procedures right at home for the elderly, the sick, and social welfare beneficiaries.

Building on the success of the pilot model in Dinh Tan commune, in 2023, Yen Dinh district focused its leadership and guidance on expanding the "Friendly Government, Serving the People" model to all 26 communes and towns in the district. The implementation of this model has brought about significant changes in the awareness, work style, and service attitude of each commune-level official and civil servant. As a result, administrative procedures are resolved faster and more conveniently. In particular, the practice of sending congratulatory letters, thank-you letters, condolence letters, and apology letters has demonstrated the local government's concern and received strong support and appreciation from the people. Assessments show that after more than two years of implementing the model, all communes and towns have achieved high rates of resolving administrative procedures and applications, with no backlog of applications.

The "Administrative Procedure Support Hotline" at the "one-stop" service center of Dong Tien commune (Thanh Hoa City) was implemented in 2022. "When needing to resolve administrative procedures, organizations and citizens will call the main hotline number (0915.115.439) to inquire about the required documents. The main hotline (office staff) will connect with the landline phones of specialized officials in the fields of culture and social affairs , land administration, and justice and civil registration. Then, officials in each field will guide organizations and citizens on the necessary documents to bring when resolving administrative procedures, ensuring that organizations and citizens only need to visit once to complete the process. The implemented model clearly demonstrates the principle of "making citizen satisfaction the goal of all services," thereby building an image of a friendly and approachable government and officials, gaining the goodwill of many people."

While Dong Tien commune supports citizens via a hotline, Dong Khe commune provides support through the "9th Working Hour"; Dong Van aims for citizen satisfaction with its "Administrative Reception" model; and Hoang Quang ward supports citizens with "Tuesday and Thursday - No Writing Days," "Friday - No Appointments Days," etc. With many highly practical initiatives, communes and wards in Thanh Hoa City have created significant changes in administrative reform, focusing on reforming administrative procedures.

To improve the quality of professional work at the "one-stop shop" and "integrated one-stop shop" departments, agencies, units, and localities in the province have researched and implemented many new initiatives and solutions in resolving administrative procedures. Typical examples include the "Work until the job is done, not until the clock runs out" model; notifying the results of administrative procedure resolution on smart devices; reducing fees and charges by 30% for organizations and individuals using online public services; and evaluating the competitiveness index of provincial-level departments, agencies, and district-level People's Committees... With many initiatives and solutions applied, localities and agencies in the province have created a clear change in administrative reform, focusing on reforming administrative procedures, with 98% of organizations and individuals satisfied with the services provided by state administrative agencies.

Text and photos: Minh Khoi

Source: https://baothanhhoa.vn/doi-moi-nang-cao-chat-luong-dich-vu-cong-251466.htm