The effectiveness of the "Mobile Public Administration" model

(PLVN) - After implementing the two-tiered local government model, the Public Administrative Service Center (TTPVHCC) of Ben Cat Ward (Ho Chi Minh City) not only focuses on resolving administrative procedures through the "one-stop shop" mechanism, but also implements many new solutions to improve service quality. Among these, the "Mobile Public Administration" model stands out, organized directly in residential areas to support people in carrying out administrative procedures right in their place of residence.

The program is organized regularly in Tan Hung and Lai Khe neighborhoods, offering practical support services such as guidance on online application submission, online payment, electronic authentication, birth registration, marriage registration, death registration, land transfer, and issuance/renewal of land ownership certificates.

The TTPVHCC also collaborates with telecommunications and postal services to provide free digital signatures and accept applications for driver's license renewals, passports, and criminal record certificates right in residential areas. The results are delivered to homes via public postal services or electronically for fully digitized documents.

Mr. Nguyen Van Binh, Deputy Director of the Public Service Center of Ben Cat Ward, said that the model was implemented to help people, especially the elderly or those with limited access to technology, to more easily carry out administrative procedures. “Instead of having to travel to the Public Service Center, people can receive direct guidance right in their neighborhood. We focus on supporting operations on mobile phones, registering public service accounts, online payments, and using digital signatures to gradually form the habit of resolving administrative procedures in a digital environment,” Mr. Binh said.

According to observations, many citizens appreciate this model because it saves time, reduces travel costs, and provides direct support when encountering difficulties in using the technology. Mr. Ho Ngoc Duong (38 years old) said that he used to be quite confused when carrying out online public administrative procedures. However, after being guided by officials at the mobile public administrative service point, he was able to submit his application online himself. "The officials were very dedicated; they showed me step-by-step even when I didn't know anything. Now I find doing procedures online very convenient, without having to wait like before," Mr. Duong said.

Many residents appreciate the new model, which saves time, reduces travel costs, and provides direct support. (Photo: Duy Truong)

According to the Ben Cat Ward Public Service Center, in the first quarter of 2026, the unit received a total of 10,556 applications, including over 6,100 online applications and over 4,200 in-person applications. All applications were processed correctly and ahead of schedule, with no overdue applications.

Digital transformation efforts continue to be accelerated, with over 6,100 documents digitized, over 5,300 online payment records processed, and over 4,400 electronic authentication records processed. These figures demonstrate the growing trend of citizens accessing and utilizing public administrative services in the digital environment.

The leader of the Ben Cat Ward Public Service Center stated that after implementing the two-tiered local government model, the workload at the center has increased significantly due to the larger area, higher population, and the emergence of many new tasks. Currently, the Center has 17 officials, civil servants, and employees, receiving an average of 170-200 applications per day. In addition to processing administrative procedures, the Center also has to perform many other tasks such as assisting citizens with online application submissions, digitizing documents, guiding electronic payments, and electronic authentication. Among these, the volume of applications related to taxation is currently quite large, frequently causing localized overload at the transaction counters, especially during peak hours. Therefore, the local authorities are requesting an increase in specialized personnel.

There are also some issues, such as a segment of the population being unfamiliar with online public services, while the software system sometimes experiences interruptions and overload. Operating costs are increasing due to greater demand for electricity, equipment, and supplies. The locality is currently proposing the addition of a financial support mechanism to ensure stable and long-term operation.

According to the leaders of Ben Cat ward, in the coming time, the locality will continue to improve the organizational structure, enhance the quality of the staff, promote administrative reform and digital transformation, and use the satisfaction of the people as a measure of service quality.

Source: https://baophapluat.vn/hieu-qua-mo-hinh-hanh-chinh-cong-luu-dong.html