Breakthrough from management to service

BHG - Administrative procedure reform is not only a mandatory requirement in the process of building a rule-of-law state but also a measure of the administrative capacity and service ability of governments at all levels. Therefore, our province has consistently adopted the viewpoint of shifting from a management government to a service government, focusing on people and businesses to create a professional, modern, transparent, effective and efficient administration.

To remove barriers and facilitate people and businesses, towards a truly service-oriented administration, every year, the Provincial People's Committee issues a plan to review and simplify administrative procedures in each management area. In the period of 2021 - 2025, the province has 18 administrative procedures related to criminal records, 54 internal administrative procedures between administrative agencies, 62 administrative procedures in the business sector with simplified dossier components, shortening 30% of the processing time for 443 administrative procedures. On the other hand, the province has simplified citizen documents and deployed online public services for 152 administrative procedures in the field of population management.

Police support people in Ha Giang city to make citizen identification cards. Photo: Hoang Ngoc

Along with the above results, the Provincial People's Committee also strictly implemented the review, announcement, and publicization of administrative procedures, restructuring, and standardization of online public service provision processes to better serve people and businesses. Notably, in the first quarter of 2025, to ensure that the reception of dossiers is not interrupted after the restructuring of the state apparatus, the province issued 35 more announcement decisions, with a total of 2,155 reviewed and standardized administrative procedures. To date, the province has 1,982 valid administrative procedures, fully publicized on the provincial administrative procedure settlement information system, websites of competent agencies, one-stop shops at all levels, and the National Public Service Portal, ensuring transparency, timeliness, and synchronization in serving organizations and individuals.

Currently, the province is providing 648 full-service online public services and 1,256 partial public services. Notably, up to 543 administrative procedures are performed entirely in the digital environment, without using paper records, contributing to saving time, costs and minimizing direct contact, improving transparency, publicity and efficiency in handling administrative procedures. The province also deployed 66 administrative procedures that allow receiving and returning results regardless of administrative boundaries. This helps people to submit documents and receive results at any one-stop department at the provincial, district or commune level, thereby expanding the administrative space to serve and create maximum convenience for people and businesses.

Faced with the current situation that the old administrative procedure settlement information system invested in 2014 no longer meets the technical requirements for effectively operating the one-stop, one-stop mechanism and providing online public services, the Provincial People's Committee proactively shifted to modernizing digital infrastructure, putting into operation the iGate administrative procedure settlement information system from June 1, 2023 and hiring professional information technology services to operate the system in 2024. Thereby, completing the initialization and configuration of processes for 815 units, granting 2,640 accounts to civil servants and public employees and 14,532 accounts to people and businesses. In particular, the system has successfully connected with 24 national and specialized databases, ensuring connectivity with centralized public service provision platforms of central ministries and branches...

Officials at the Quan Ba ​​District Public Administration Center help people quickly resolve administrative procedures. Photo: Mai Anh

With a modern and synchronous digital platform, the iGate administrative procedure settlement information system helps shorten the time for processing records, make the process transparent and minimize manual operations to improve user experience. From the breakthroughs in the field of public administration, in 2024, the province's administrative procedure settlement information system was ranked 12th out of 63 provinces and cities by the professional sector (up 48 places compared to 2023). In particular, the People's Satisfaction Index for the Service of State Administrative Agencies (SIPAS) in 2024 of the province ranked 24th out of 63 provinces and cities (up 7 places compared to 2023).

From 2021 to now, the whole province has received and processed millions of administrative procedure records, with the correct and on-time rate remaining high. Specifically, the provincial level processed 342,559 records (43.14% online), the correct and on-time rate reached nearly 100%; the district level received over 206,000 records, the correct and on-time rate reached over 98%; the commune level processed over 902,000 records with the correct and on-time rate of approximately 100%, the late rate only accounted for 0.55%. Another impressive thing is that the whole province has digitized nearly 50,000 valid administrative procedure results, moving towards the goal of completing 100% by the end of September 2025. In 2024 alone, the rate of digitized administrative procedure records reached 90.02%, of which the rate of records with electronic results reached 84.07%. By the end of the first quarter of 2025, these indicators will continue to increase, reaching 91.96% and 92.11% respectively, with millions of accesses and document searches through the system. In addition, the entire province will digitize all civil status data with nearly 390,000 pages and hundreds of thousands of birth, marriage, death registration information... creating a population data platform to improve the efficiency of administrative procedure settlement.

In particular, the province has deployed a set of indicators to direct, operate and evaluate the quality of service for people and businesses in implementing administrative procedures and public services in real time in the electronic environment (according to Decision 766, dated June 23, 2022 of the Prime Minister ). If in 2022, our province only achieved 54.03/100 points, ranked average, ranked 28th out of 63 provinces and cities, then by 2024, it will break through with 85.60 points, ranked good, rising to 10th out of 63 provinces and cities, becoming a clear demonstration of the determination to reform administrative procedures for the people.

The above outstanding results once again affirm the province's strong political determination on the journey to realize the goal of shifting from management to service, from manual to digital, from decentralization to interconnection - sharing throughout the government system. This is the driving force for the province to continue to make breakthroughs in the new period, contributing to improving the quality of public administration and promoting sustainable and comprehensive socio-economic development.

THU PHUONG

Source: https://baohagiang.vn/chuyen-muc-cai-cach-hanh-chinh/202505/dot-pha-tu-chinh-quyen-quan-ly-sang-phuc-vu-7f86c70/