Hanoi pilots online public service agency model

Kinhtedothi - The Hanoi City Public Administration Service Center will coordinate with units to pilot the online public service agent model to support free online public service provision and provide digital skills guidance to citizens.

On the afternoon of December 9, the Hanoi Public Administration Service Center coordinated with Vietnam Post Corporation, Viettel Post Joint Stock Corporation and Viettel Customer Service Company to hold a signing ceremony of a memorandum of cooperation on the implementation of postal services and multi-channel call center solutions in handling administrative procedures in Hanoi.

Attending the signing ceremony were Vice Chairman of the City People's Committee Ha Minh Hai; Director of the Department of Administrative Procedure Control ( Government Office ) Ngo Hai Phan.

Pilot implementation of online public service agency model

Reporting on the policy of socializing public administrative services and implementing the pilot project to open online public service agents in handling administrative procedures in Hanoi, Director of the City Public Administration Service Center Cu Ngoc Trang said: Hanoi is one of five localities assigned to pilot the implementation of the model of the Public Administration Service Center as a 1-level State administrative agency under the City People's Committee with the goal of "improving and enhancing the overall quality, with a roadmap" of providing public administrative services to people and businesses.

Implementing the new model, in the new context, the Center determined that promoting the socialization of public administrative services is both an inevitable trend and an important step to improve efficiency, improve service quality and reduce pressure on the state administrative apparatus, contributing to creating a transparent capital administration, better serving the needs of people and businesses, especially in line with the policy of the Party Central Committee, the Politburo, the Government, and the City Party Committee on streamlining the apparatus, efficiency, effectiveness, and efficiency in the new era, the era of the capital and the nation's sovereignty.

Director of Hanoi City Public Administration Service Center Cu Ngoc Trang spoke at the ceremony.

The implementation of this policy is first and foremost demonstrated by the cooperation and coordination between the Public Administration Service Center and postal enterprises, information technology enterprises, and other private enterprises in providing public administrative services to support people and businesses before, during, and after the administrative procedure process.

Accordingly, the focus and immediate implementation is to pilot the online public service agency model. Specifically, building a network of public service agencies in areas with high population density but lacking access to technology; wards and communes in the suburbs or where people rarely use online public services.

Online public service agents can support people: Registering an account on the national and city public service portal; guiding and supporting online application submission, receiving and transferring applications directly if not eligible online; connecting with the Public Administration Service Center to process applications faster through the online system; receiving settlement results: Via post or returning results directly at the agent.

Hanoi City Public Administration Service Center signed with units to coordinate the implementation of postal services in handling administrative procedures.

During the pilot period, the two postal units will provide free support for people to use online public services and provide digital skills training to people. Based on the experience of the pilot, the Center will study and propose technical and economic standards to propose policies to pay for agents and expand and develop more agents from resources of other businesses and organizations.

For quick, effective and practical implementation, the Center will report to the City People's Committee to approve the Center's pilot project according to the roadmap.

Specifically, before December 15, 2024: Issue a Project to pilot the opening of online public service agencies in Hanoi and review the locations expected to be online public service agencies that meet the requirements in terms of equipment and facilities; develop technical solutions on information technology to connect systems smoothly and effectively.

January 2025: Develop implementation procedures, organize training on skills and expertise for employees; February 2025: Implement small-scale pilot projects at online public service agencies in districts of the city; Propagate through media channels such as television, social networks, and ward loudspeakers so that people know about public service agencies. March 2025: Implement expanded pilot projects throughout the city.

“With the direction of the Government Office, especially the very specific guidance of the Administrative Procedure Control Department, the Public Administration Service Center reported to the Working Group, the City People's Committee agreed on the principles of restructuring administrative procedures towards 100% of arising records being done online.

In addition, the Center has proposed supporting the cost of returning administrative procedure results at home for people when using online public services. The pilot of online public service agents will help form the habit of using online public services and digital skills for people" - Director of the Hanoi City Public Administration Service Center Cu Ngoc Trang emphasized.

Committing to the content of coordination, the representatives of the leaders of Vietnam Post Corporation, Viettel Post Joint Stock Company, Viettel Customer Service Company affirmed that they will seriously implement the contents of the Minutes of Coordination; strictly comply with all regulations of the Government, ensure resources to implement commitments to move towards the common goal for the benefit of people and businesses and the sustainable development of all parties.

Absolutely avoid post office "brokers"

Speaking at the ceremony, Director of the Department of Administrative Procedure Control (Government Office) Ngo Hai Phan said that the cooperation between the Center and the Companies shows the effectiveness of the Center in handling administrative procedures. This is a completely correct policy of the city, in line with the policy of the Party and the Government; gradually socializing the stages of implementing administrative procedures without necessarily having to be handled by public administrative agencies, with the goal of taking people and businesses as the subject and center of service.

Director of the Department of Administrative Procedure Control Ngo Hai Phan spoke at the ceremony.

To ensure the quality of service for people and businesses during the pilot implementation, Mr. Ngo Hai Phan noted that units must control the quality of service to guide people through online procedures. Absolutely avoid the situation of postal “brokers”, delay in transferring documents to competent authorities for settlement or cases where postal staff do not understand the work, leading to having to go back and forth many times, affecting the quality of work.

"It is necessary to avoid the above to ensure the reputation of the Hanoi City Public Administration Service Center, affirming its quality right from the first days of its launch" - Mr. Ngo Hai Phan especially noted.

Speaking at the ceremony, Vice Chairman of Hanoi People's Committee Ha Minh Hai affirmed that with the 4 steps of administrative reform that Hanoi is implementing, which are "choosing the right people, giving trust, providing support and evaluating results" and today's signing ceremony shows the evaluation of the product. With the set goals, this is a proposal that will help the city accelerate the progress of achieving "3 nos: No boundaries - No intermediaries - No material" and "2 nos: no administrative doors, no locked procedures".

Vice Chairman of Hanoi People's Committee Ha Minh Hai spoke at the ceremony.

“The contents signed today are very correct and in line with the City’s policy. In particular, the City People’s Council is considering passing a Resolution on supporting the cost of delivering results at home via post for people using online public services; supporting the cost of receiving and returning results at home via post for people with meritorious services and social protection beneficiaries. These are two important policies that help the agreements signed today quickly come into life,” said Vice Chairman of the City People’s Committee Ha Minh Hai.

Delegates visit the pilot model of online public service agents.

The Vice Chairman of the Hanoi People's Committee suggested that the implementation of the roadmap for online public service agents should be carried out with extreme caution. Postal enterprises need to commit to ensuring the best facilities for people to use online public services, postal staff need to have sufficient skills and good service attitudes when guiding people to perform public services. The information technology system needs to be connected smoothly and intelligently, truly supporting people, cadres and postal staff in performing public services. The public administrative service center needs to develop a project and plan to implement the work in the memorandum of understanding, promptly report problems, and propose the city to promptly resolve them.

Source: https://kinhtedothi.vn/ha-noi-trien-khai-thi-diem-mo-hinh-dai-ly-dich-vu-cong-truc-tuyen.html