Effective implementation of online public service model at Tay Ho Public Administration Service Center branch

Hanoi – the capital of the country, the center of politics, administration, economy and culture – is promoting administrative reform associated with digital transformation to build an e-government, a digital government serving people and businesses. In that process, the Tay Ho Public Administration Service Center Branch has become a pioneering bright spot in innovative ways, effectively operating the "one-stop, one-stop" model on a digital platform, contributing to shaping a new face for the capital's public administration.

People carry out administrative procedures at the Ho Tay branch of the Public Service Center.

From July 1, 2025, Hanoi officially operates a two-level government model (city and commune/ward), and simultaneously deploys an electronic administrative procedure settlement system (TTHC) throughout the city. On that basis, the Hanoi City Public Administration Service Center was established, with headquarters at 258 Vo Chi Cong and 12 regional branches, of which Tay Ho Branch is one of the first units to go into operation, playing the role of a connecting link between departments, branches and people.

After nearly 4 months of operation, Tay Ho Branch has demonstrated clear effectiveness in administrative reform. The entire process of receiving - digitizing - circulating - returning results of documents is carried out entirely in the electronic environment. When coming to do procedures, people only need to register, scan the code at the automatic kiosk, be guided online and can receive results via public post without having to return many times.

Thanks to the strong application of digital technology, the on-time settlement rate at the Branch reached nearly 100%, tens of thousands of records were processed quickly and transparently. The receiving fields are diverse, including: Land, planning, construction, investment, finance, justice, agriculture ... with a unified and public process. Staff work in the spirit of "4 clear": Clear people, clear work, clear time, clear responsibility; gradually forming a professional and modern administrative style.

The highlight of the Tay Ho model is the ability to process multi-level interconnection, allowing people to complete procedures in many different fields at the same location, instead of having to move between many agencies as before. The interconnection between departments, branches, districts and wards is synchronized on the same system, helping to save time, costs and effort for people and businesses.

Instructions on how to submit application online at TTHCC Ho Tay Branch.

In particular, the electronic document digitization area at the branch is fully equipped with scanners, high-configuration computers and high-speed transmission lines, helping to convert all paper documents into electronic form on the spot. The implementation of returning results by post and storing data centrally helps people avoid having to carry documents multiple times, creating maximum convenience during the transaction process.

In addition to the positive results, Tay Ho Branch is still trying to overcome some technical and infrastructure difficulties. The online file search interface needs to be more user-friendly; the data system between sectors is still in the process of being completed and interconnected; the digital skills of a part of the population are still limited. However, these challenges are considered "technical lags" in the transition period, and are being prioritized by the city for investment to overcome.

From the practical operation of Tay Ho Branch, it can be affirmed that: The implementation of online public services throughout the process has brought about clear efficiency in both management and service. Not only reducing the burden on the administrative apparatus and saving social costs, the model also contributes to improving the satisfaction level of people and businesses, while promoting the formation of a new administrative culture, open, transparent, and people-centered.

Tay Ho Public Administration Service Center Branch has become a model of the Capital in the process of building e-government, digital government and smart city, where technology is operated by the spirit of service, and each cadre and civil servant is evaluated by work efficiency and people's satisfaction.

Center for Science and Technology Communication

Source: https://mst.gov.vn/hieu-qua-trien-khai-mo-hinh-dich-vu-cong-truc-tuyen-tai-chi-nhanh-trung-tam-phuc-vu-hanh-chinh-cong-tay-ho-197251104105350727.htm