Civil servants at the Hac Thanh Ward Public Administrative Service Center handle administrative procedures for citizens.
As the central urban area of the province, the Hac Thanh Ward Public Service Center utilizes the entire spacious and well-equipped "one-stop" service system of the former Thanh Hoa City. However, this ward has the largest population in the province (over 197,000 people) and many operating businesses, so the biggest challenge in Hac Thanh is the enormous volume of administrative procedure applications received and processed. On average, the Hac Thanh Ward Public Service Center receives and processes 4,500 - 5,000 applications per month. With such a large volume of applications and only 12 staff members, overtime and work on holidays are frequently required. The long waiting times and occasional frustration among residents are unavoidable.
To reduce pressure on officials and civil servants and improve the quality of service to the people, the People's Committee of Hac Thanh Ward recently sent a letter to the Provincial People's Committee requesting the allocation of additional administrative document reception points. The Provincial People's Committee has issued a document agreeing with Hac Thanh Ward's proposal to allocate an additional location for receiving documents and returning results of the Ward's Public Service Center at the Provincial Public Service Center, expected to be implemented by the end of November 2025. This will be an important solution for Hac Thanh to better achieve its goal of serving organizations and citizens.
Unlike Hac Thanh, after the merger, the Public Service Center of Nguyet Vien ward reused the facilities from the former "one-stop" service department of Hoang Quang ward. Previously, this "one-stop" service department only served organizations and citizens of Hoang Quang ward, but after the merger, it had to serve organizations and citizens of four wards, making it quite cramped. Ms. Do Thi Trang, Deputy Director of the Public Service Center of Nguyet Vien Ward, said: “Besides difficulties with infrastructure, many people, especially the elderly, do not use smartphones or computers, have not installed the VNeID Level 2 application, or have installed it but forgotten their password. Therefore, center officials have to spend a lot of time guiding them when using online public services. Many people, when submitting applications, are given accounts and guided through the online application process by officials, but they are reluctant to learn and want the ward officials to do it for them. In addition, sending the OTP code to confirm the administrative procedure is often slow; sometimes the network system is congested, and officials have to re-enter the application from the beginning, which is very time-consuming.”
At a recent training conference on the use of the National Public Service Portal and the Provincial Administrative Procedure Information System for over 1,000 officials and employees of the People's Committees of communes and 97 commune/ward Public Service Centers, the Director of the Provincial Public Service Center, Nguyen Tuan Hoa, clearly outlined the limitations and obstacles in implementation, namely: Many communes and wards have overdue processing of applications due to delays by officials and employees in advising on application processing or slow updating of processing results on the Provincial Administrative Procedure Information System. In some communes and wards, officials and employees have not yet accessed and used citizens' residence information on the National Population Database connected to the Provincial Administrative Procedure Information System to process administrative procedures, but still require citizens to present residence confirmation documents and personal identification numbers; the request for additional documents beyond regulations still occurs.
Regarding applications requiring additional information or returned to citizens and businesses due to insufficient processing conditions, many localities have handled and responded incorrectly. Specifically, this includes issuing documents returning applications only after the deadline has passed; returning applications with the reason that the citizen requested to withdraw but there is no withdrawal request from the system; not providing a written response from the unit agreeing to the citizen's withdrawal; and returning documents not being stamped as required. Regarding the digitization of administrative procedure records and processing results, many localities are still not implementing the regulations correctly. In particular, monitoring the Thanh Hoa Feedback System reveals that many wards and communes provide inappropriate, vague, and unclear responses to citizens.
To ensure the stable and smooth operation of the commune-level Public Service Centers, the Provincial Public Service Center has recently coordinated with relevant units to organize numerous training courses for officials and civil servants on receiving and processing applications on the province's administrative procedure information system; guiding online application submission and online payment on the National Public Service Portal; and developing complete electronic eForms to facilitate quick and easy online application submission for citizens. The Provincial Public Service Center has also reviewed the list of provincial and commune-level administrative procedures, ensuring accuracy and standardization; and publicly disclosed the list of officials and civil servants of the center to be ready to guide localities in handling emerging situations promptly.
With the active support of the Provincial PVHCC Center, and the proactive learning attitude of the staff and civil servants of the PVHCC Centers in wards and communes, difficulties and obstacles will continue to be overcome, so that the two-tiered local government model not only operates smoothly but also builds trust with the people.
Text and photos: To Phuong
Source: https://baothanhhoa.vn/go-kho-de-van-hanh-tron-tru-269090.htm
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