Ms. Truong Thi Hong, residing in Hamlet 2, Ward 8, takes a number to wait for her land transaction at the City Public Administration Center.
From 2016 to the present, with the motto of "6 things to know": "Knowing how to smile, knowing how to greet, knowing how to listen, knowing how to guide, knowing how to thank, and knowing how to apologize," the Center has satisfied citizens and businesses when they come to transact; contributing to improving the provincial competitiveness index (PCI); especially the informal cost component index.
The informal cost index is one of the 10 component indices in the PCI index, overseen by the Provincial Inspectorate. In 2022, Tra Vinh achieved 7.51 points, ranking 10th out of 63 provinces and cities, a decrease of 4 ranks and 0.39 points compared to 2021 (from position 6 to 10). This index has 16 indicators; in 2022, 12 out of 16 indicators were rated well, while 4 out of 16 indicators were rated low and limited compared to the national median.
Comrade Nguyen Thi Ngoc Nhi, Member of the Standing Committee and Vice Chairman of the People's Committee of Thai Nguyen City, stated: Thai Nguyen City is the economic center of the province, providing administrative services and satisfying businesses and citizens in civil transactions related to improving the PCI index; therefore, the city always pays attention to implementing many synchronized solutions. The People's Committee of Thai Nguyen City directed the Center to implement the "6 Knows" motto; after a period of implementation, the city has affirmed that the motto has created effectiveness, especially in satisfying businesses and citizens.
At the Center, Ms. Truong Thi Hong, born in 1961, residing in Hamlet 2, Ward 8, shared: "I have been to the Center several times, but the first few times were very 'clumsy.' Thanks to the dedicated guidance of the staff, I am now familiar with the process; I am very satisfied with the work process here: the work is quick, the transaction area is air-conditioned and cool, 'first come, first served,' the staff are polite and make people happy."
With its assigned tasks, the Center has played an important role in supporting business development, especially the establishment of new businesses. In the first 10 months of 2023, the City of Tra Vinh developed 121 out of 160 businesses, achieving 75.63% of the resolution target; currently, the city has 1,176 operating businesses; and received and issued business licenses to 552 business households, bringing the total number of business households in the city to 5,938.
Ms. Ho Thi Truc Mai, Deputy Director of the Center, stated: "Since its operation, the Center has created favorable conditions for businesses; the Center's departments coordinate smoothly, contributing to the rapid establishment of businesses and ensuring business owners' satisfaction. This result is thanks to the close leadership of the city; especially the promotion of administrative procedure reform, the application of information technology, and the improvement of the quality of support for businesses, particularly household businesses converting into enterprises. The Center always creates a favorable environment, accompanies, and promptly listens to and resolves difficulties and obstacles for people and businesses during transactions."
In the first 10 months of 2023, the Center received 24,678 applications (including 6,877 applications for online public services, both fully and partially). 23,782 applications were processed; 24,532 applications were resolved on time, achieving a 99.4% success rate. The average satisfaction level of citizens and businesses was over 90%. The reception and processing of administrative procedures at both city and ward/commune levels are carried out through the electronic one-stop information system; this helps overcome the problem of shirking responsibility between agencies and units, between departments and officials, and minimizes delays in processing and delivering results.
“The Center’s Board of Directors is closely directing and strengthening the inspection and supervision of officials and employees at the reception and results delivery department to prevent the 발생 of unofficial costs. To achieve the set goals, the city is promoting the implementation of the model of “Friendly and Responsible Government and Public Office,” eliminating unofficial costs and avoiding delays in processing applications, causing inconvenience and harassment to citizens and businesses,” added Ms. Ho Thi Truc Mai.
Following the "6 Knows" principle, staff always maintain a respectful attitude and listen to the concerns of citizens when considering and resolving administrative procedures. This is coupled with the promotion of information technology application in receiving and delivering results at the Center and People's Committees of wards and communes, exceeding the time limits stipulated by competent authorities. This ensures the quick resolution of the needs of individuals and organizations, contributing to increased trust of the people and businesses in the State; and improving the effectiveness of specific tasks in administrative reform.
The city publicly announces a hotline and suggestion box to receive feedback from citizens and businesses regarding administrative regulations and the components of the informal cost index. Staff at the Center are instructed to adhere to codes of conduct; implement administrative reforms, apply science and technology in management, and promote cashless transactions. Administrative procedures are promptly updated and publicly posted to ensure convenient access for organizations, individuals, and businesses during administrative transactions, and to ensure transparency in policies and guidelines so that citizens and businesses are aware of and can implement them.
To ensure the Center continues to play a crucial role in improving the PCI index, the Center continues to implement Decision No. 2939/QD-UBND dated August 12, 2020, of the People's Committee of Tra Vinh province on approving the coordination regulations for implementing the informal cost component of the PCI index in Tra Vinh province, as directed by the Government, the Provincial Party Committee, and the Provincial People's Committee. At the same time, the Center strengthens administrative procedure reform, ensuring transparency in receiving and processing administrative procedures for organizations, individuals, and businesses in accordance with established procedures, shortening processing times, avoiding inconvenience and harassment; and maintaining the "6 Knows" principle with increasing effectiveness.
Text and photos: TRUONG NGUYEN
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