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Postal workers at the Chiêm Hóa Post Office, part of the Chiêm Hóa Commune Post Office, are returning the results of administrative procedures to citizens. |
"The extended arm" of public service.
In the context of digital transformation and the accelerated development of digital government and society nationwide, increasing the rate of online applications, reducing direct contact, and enhancing transparency in administrative procedures are urgent requirements. However, in many localities, especially in mountainous and border areas like Tuyen Quang province, people still face difficulties in accessing and using online public service platforms due to limitations in digital skills or infrastructure conditions.
Implementing Project No. 172 of the Provincial People's Committee and Plan No. 278 of the Provincial People's Committee Office on piloting the online public service agency model, in early February 2026, the Provincial Public Administration Service Center, in coordination with the Provincial Post Office, officially launched the model at 34 agency locations throughout the province. These agency locations are situated at Post Office service points, as these are familiar locations for citizens to access postal, delivery, and postal financial services.
Comrade Nguyen Quang Hung, Deputy Director of the Provincial Public Administrative Service Center, said: “In implementing this model, the Center plays the role of managing, providing professional guidance, supplying professional documents, and organizing training for the staff participating in supporting at the agency points. At the same time, it monitors, supervises, and evaluates the quality of operation of the agency points, and coordinates in receiving and processing feedback and suggestions from citizens during the online administrative procedure process.”
The provincial post office is responsible for implementing the agency model at transaction points, assigning well-trained and highly skilled personnel to guide citizens and businesses in submitting online applications, assisting with document digitization, receiving requests for administrative procedure processing, and delivering results directly to citizens through public postal services, especially in remote and rural areas.
The standardized and transparent support process enhances public trust in digital services in accordance with regulations on personal data security. Through this, citizens can receive support from the initial consultation on required documents, guidance on logging in and using the National Public Service Portal, online application submission, choosing home delivery of results, to tracking processing progress and providing satisfaction ratings.
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Post office staff in Nhữ Khê commune advise residents on online public services. |
The people are at the center of service.
After more than a month of implementing the online public service agency model, initial positive results have been observed in some localities. Citizens carrying out administrative procedures receive direct support at post office transaction points, saving time and travel costs; and reducing the burden on the one-stop service departments at administrative agencies.
According to Ms. Nguyen Thi Chieu, Director of the Meo Vac Commune Post Office: “At the Meo Vac Commune Post Office, we are directly assisting people in carrying out the procedures for renewing their driver's licenses through the online public service portal, from logging in to completing and submitting the application. On average, the office receives about 10 applications for driver's license renewal each month. Thanks to this, the administrative procedure process has become faster and more convenient.”
For the Chiêm Hóa Post Office, under the Chiêm Hóa Commune Post Office, from the beginning of February until now, nearly 200 cases have been guided and supported in carrying out online administrative procedures, mainly related to submitting applications for identity cards and paying traffic violation fines. In addition, the Post Office has also assigned staff to be on duty at the Commune Police Station to receive requests for results delivery via postal service; and coordinated with the Commune Public Administrative Service Center to receive and return documents related to the judicial and civil registration fields to citizens.
Thanks to the synchronized and comprehensive implementation of administrative procedure reform solutions and the application of information technology, the handling of administrative dossiers in the province continues to achieve many positive results. From January 15th to mid-February, the entire province received 80,547 administrative procedure dossiers; of which, 61,252 dossiers were processed, with a resolution rate of 99.15% ahead of schedule; the remaining dossiers were resolved within the deadline.
According to data from the National Public Service Portal as of February 28th, the province achieved 93.85 points, ranking excellent and 9th out of 34 provinces and cities nationwide in the set of indicators for directing, managing, and evaluating the quality of service to citizens and businesses in implementing administrative procedures and providing public services in the electronic environment. Specifically, the transparency index reached 18/18 points; the progress index reached 18.53/20 points; the online service index reached 20/22 points; the satisfaction index reached 18/18 points; and the document digitization index reached 19.32/22 points.
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Staff at the Bac Quang Post Office, part of the Bac Quang Commune Post Office, assist residents in handling administrative procedures electronically. |
Step-by-step improvement for scaling up.
Despite initial positive signs, the implementation of the online public service agency model still faces numerous difficulties and challenges. Firstly, awareness and skills in using online public services are uneven among a segment of the population, especially in rural, mountainous, border areas, and among ethnic minority communities, where the level of awareness and proficiency remains high.
Many citizens are unfamiliar with using smartphones, registering accounts, verifying information, or uploading electronic documents. Therefore, even though the public service system has been built quite conveniently, people still have a hesitant attitude or rely entirely on the assistance of officials at service points.
Furthermore, telecommunications infrastructure and technological equipment are limited in some areas, especially in remote and rural communes. Unstable internet connection speeds and intermittent transmissions cause delays in accessing public service portals, downloading documents, or completing electronic authentication procedures.
For many years, people have been accustomed to going directly to the one-stop service center to submit applications, exchange information, and receive results. Therefore, the transition to online application submission, electronic result tracking, and postal delivery still requires more time to build trust and change habits.
During the discussion, Mr. Nghiem Tuan Anh, Director of the Provincial Post Office, stated: “For the online public service agency model to be truly effective, it requires close coordination between management agencies, postal services, and local authorities in disseminating information so that people understand the benefits of carrying out administrative procedures electronically. At the same time, training and updating knowledge and skills for staff at agency points is necessary to improve the quality of support and guidance for citizens and businesses in using online public services. The province also needs to continue investing in and upgrading information technology infrastructure, creating conditions for people to access and use online public services more conveniently.”
Following the pilot phase, the Provincial Public Administrative Service Center and the Provincial Post Office will conduct a comprehensive evaluation of the implementation's effectiveness to serve as a basis for expanding the model when it fully meets the criteria for service quality and actual needs, strongly promoting the process of building a digital government and digital society in the locality.
Text and photos: Moc Lan
Openness and transparency are top priorities in digital services.
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Comrade Tran Duc Nghia, Deputy Director of the Department of Ethnic Minorities and Religions of Tuyen Quang province. |
The implementation of the online public service agency model is a strategic step, concretizing the province's determination to realize digital government. This model helps the Department of Ethnic Minorities and Religions and other specialized agencies monitor and evaluate the progress of administrative procedures in a more consistent, substantive, and scientific manner on a synchronized digital data platform.
We prioritize openness and transparency; every process, from receiving and digitizing documents at the agency point to processing and delivering results, is closely monitored on the province's electronic information system. This transparency is crucial for implementing ethnic and religious policies, ensuring fairness and objectivity for all. This helps localities, especially remote areas, overcome administrative bottlenecks. This is a vital leverage to improve the Administrative Reform Index and the Satisfaction Index, creating a favorable environment to promote sustainable socio-economic development for the province in the new phase.
Expand channels for supporting the people.
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Comrade Ly Hai Vinh, Deputy Secretary of the Party Committee and Chairman of the People's Committee of Bac Me Commune. |
The implementation of the online public service agency model through public postal services in Bac Me commune is initially yielding positive results, contributing to improved administrative reform efficiency and facilitating people's access to administrative procedures. This model not only helps reduce pressure on the "One-Stop" service center but also expands support channels for people, especially in remote areas.
After a period of implementation, the number of applications received through the online public service system has tended to increase. People are gradually forming the habit of using public services in the digital environment. In addition, receiving and returning results through public postal services also helps ensure transparency and convenience, especially for mountainous communes where transportation conditions are still difficult.
In the coming period, it is expected that this model will continue to be replicated, coupled with increased communication and guidance for people to use online public services; relevant agencies will continue to support training and skill development for staff at agency points, ensuring increasingly professional and effective service to the people.
Save time and costs when carrying out administrative procedures.
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Ms. Cao Thi Cam Tu, Deputy Director of Sao Viet Tuyen Quang Co., Ltd. |
Implementing an online public service agency model through the postal system is a practical solution that helps businesses access and carry out administrative procedures more conveniently and quickly. With a wide network of transaction points, businesses have more convenient locations to receive support in carrying out procedures electronically. The advantage of this model is that businesses can receive support from the initial consultation on required documents, guidance on submitting applications through the Public Service Portal, document digitization, to tracking the application processing progress.
If needed, the results of administrative procedures can also be delivered directly to the business location via public postal services. This significantly reduces travel time for businesses, especially those located far from administrative centers; and facilitates easier access and use of online public services. If this model continues to be refined and expanded, it will be an effective support channel for businesses to complete administrative procedures more quickly and efficiently; and contribute to promoting digital transformation in local government administration.
Convenient for the people
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Ms. Lo Thi Duyen, Sang Pa A village, Meo Vac commune |
Since the establishment of the online public service agency at the Meo Vac commune post office, we residents have found administrative procedures much more convenient. Previously, every time we needed to process documents, we had to go directly to the administrative office. Often, we were unfamiliar with the procedures, leading to multiple trips, wasting both time and effort. Now, at the post office, we receive very attentive guidance from the post office staff, from preparing documents and submitting online applications to checking the progress of our applications. For those unfamiliar with smartphones or computers, the support of the post office staff is invaluable. They provide step-by-step instructions, making us feel more confident when using public services online.
If people lack transportation or have difficulty with the procedures, postal staff are also ready to assist with the process right at the transaction point. I find this model very practical, helping to bring public services closer to people in mountainous areas, especially the elderly or households far from urban centers. When the results are available, the documents are even delivered to their homes, which is very quick and safe.
Source: https://baotuyenquang.com.vn/chuyen-muc-cai-cach-hanh-chinh/202603/dua-dich-vu-cong-den-gan-nguoi-dan-ceb2ab7/
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