Towards serving the people more effectively.

A year after implementing the two-tiered local government model, what is noticeable in Quang Ninh is not only the streamlining of the organizational structure but also the clear changes in how the people are served at the grassroots level. Many officials, Party members, and citizens appreciate the current government's close attention to reality, faster handling of tasks, and proactive approach in receiving and resolving emerging issues. In particular, maintaining permanent task forces on island routes, promoting online administrative procedures, and strengthening dialogue with the people are creating more trust and consensus among the people regarding this new government model.

Ms. Pham Thi Hoa, Vinh Trung 2 village, Vinh Thuc commune: "The government is closer to the people, more connected to the grassroots."

As a long-time resident of Vinh Thuc island commune, I have clearly felt the positive changes since the implementation of the two-tiered local government model. What people notice most is that the government is now closer to the people, more connected to the grassroots, and handles matters much faster than before.

Previously, due to geographical isolation, whenever people had requests or needed to resolve procedures related to land, civil registration, document verification, or report emerging issues, accessing relevant agencies could sometimes be time-consuming. Since implementing the new model, local Party committees and authorities regularly visit the grassroots level to understand the situation and directly listen to the opinions of the people, so many issues are resolved from the outset.

I highly appreciate the sense of responsibility shown by the officials in the island commune today. When residents report issues related to environmental sanitation, security and order, boat operations, or difficulties in daily life, the authorities promptly receive the reports and coordinate with relevant agencies to resolve them in a timely manner. Furthermore, administrative procedures are now much more convenient. Residents receive thorough guidance, and many procedures are processed locally, reducing travel time for island residents.

Mr. Loan Phuc Thanh, Head of the Fatherland Front Committee of Pac Po village, Luc Hon commune: “ Strengthening human resources and improving working conditions for commune officials.”

I've noticed that commune officials now have more work and face more pressure than before. Luc Hon district is vast, with many villages and hamlets far from the center, and roads are difficult to travel on; in some places, they are even cut off during the rainy season. For any issues concerning the people, officials have to go down to the villages to assess the situation, provide guidance, disseminate information, and explain things to the people.

However, after implementing the two-tiered government model, the workload at the commune level increased, and grassroots officials had to take on more responsibilities than before. Often, officials would still be out in the fields late at night, especially in remote villages. The people understand the pressure currently faced by commune-level officials and hope that the government will continue to pay attention to increasing manpower and improving working conditions so that commune officials can confidently stay at the grassroots level and better serve the people.

Ms. Hoang Thi Chuyen, Dong Tam village, Dien Xa commune: “Guiding people to bring agricultural products to e-commerce platforms.”

What makes the people happiest is that, in addition to economic development, the province also pays great attention to the quality of life and spiritual well-being of its residents. Many playgrounds, community sports fields, and cultural centers have been renovated and upgraded to be more spacious and modern. Children have safe places to play, and adults have places for community activities, sports training, and cultural exchange. These changes truly bring joy and a sense of belonging to the local people. Furthermore, social welfare policies, especially in healthcare and education, are being implemented more effectively.

However, besides investing in infrastructure and social welfare, we also hope that administrative procedures will be further streamlined, making it easier for households in remote areas to avoid multiple trips. Many households also wish to receive hands-on training in livestreaming agricultural product sales on social media, from product introductions, photography, and video recording to customer interaction skills and closing online orders. For people in mountainous areas, accessing digital technology is still unfamiliar, so systematic support would open up great opportunities to promote local specialties and increase income.

Mr. Bui Dang Khoi, Hai Tien village, Co To special zone: "Applying information technology in work makes things more convenient for the people."

Since the two-tiered government model came into operation, I, like many other citizens, have felt many positive changes. First of all, I see that the officials of the Co To Special Zone, especially the heads of the Party Committee and the government, are very close to the people, attentive to their needs, and caring. Along with that, the team of officials and civil servants are also very enthusiastic, thorough, and responsible in carrying out their duties and serving the people. These positive changes have made the people very satisfied and increasingly confident in the policies and decisions of the Party and the government.

The most noticeable aspect of the two-tiered government model's effectiveness is its handling of administrative procedures for the people. Even in remote islands, people are generally assured that their administrative procedures are processed correctly and on time. This is primarily due to the dedicated and attentive guidance of officials, along with the application of information technology and online procedures. Previously, completing procedures required many steps and multiple trips to finalize the paperwork. Now, it can be done directly on a computer with an internet connection. Even elderly people like me can complete the process with the guidance of officials, saving time and making it convenient for people in our island region.

Mr. Ly Trung Thanh, Dong Cam village, Hoanh Mo commune: "I expect the local socio-economic development to continue to progress."

Since the two-tiered local government model officially came into operation, I and the villagers have all noticed that the Party committee and the commune government have made great efforts to fulfill their assigned tasks. While granting more power to the commune level has resulted in a larger workload and heavier responsibilities for the administrative apparatus, all work has been implemented quickly and smoothly.

In Hoanh Mo commune, the most noticeable aspect is the rapid and effective implementation of infrastructure investment projects serving socio-economic development and the lives of the people. Public investment projects focusing on upgrading inter-village and inter-commune roads, border economic zone infrastructure, and the system of cultural centers, playgrounds, and community activity areas in villages and hamlets have been rapidly implemented, gradually helping the commune achieve an increasingly modern and synchronized infrastructure, creating a foundation for long-term, sustainable development. These results have instilled confidence and hope in the people that the local socio-economic development will continue, and that their lives will certainly have favorable conditions to become prosperous and happy.

Mr. Nguyen Huy Tan, Deputy Director of the Public Administrative Service Center of Ha Lam Ward: " Striving to provide the best service to citizens and businesses."

The Ward Public Administrative Service Center currently has 6 staff members responsible for receiving, processing, and delivering results for administrative procedures to citizens and businesses. The Center is currently handling 2,013 procedures at the provincial and ward levels. With a large number of procedures and a high volume of people, the Center's staff members consistently strive to demonstrate a strong sense of responsibility, overcome difficulties, adapt to the new model, and successfully complete their assigned tasks. Simultaneously, they regularly learn and improve their knowledge and skills in digital transformation, regulations, and legal documents to meet job requirements.

In addition, officials and civil servants have made efforts to strictly comply with regulations on discipline and public service. From July 1, 2025 to the present, there have been no complaints or requests from residents and businesses in the ward regarding the service attitude of the Center or the handling of administrative procedures in general.

Ms. Nguyen Thi Duyen, Zone 4, Ha Long Ward: " The procedures related to non-administrative boundaries are handled smoothly."

The implementation of a two-tiered local government model is a correct, timely, and popular policy. I clearly see positive changes in the government's management and administration. Officials and civil servants work professionally, are close to the people, and are responsible.

In particular, the handling of administrative procedures for citizens has been convenient, easy, and quick. The synchronized implementation of the province's administrative procedure information system, connected to the National Public Service Portal, and the handling of administrative procedures regardless of administrative boundaries have facilitated citizens. Although I am a citizen residing in Ha Long ward, for convenience, I went to the Hong Gai Ward Public Administrative Service Center to complete the procedure for renewing my land use right certificate. I received attentive, thorough, and systematic guidance from the center's staff. The application process was simple, the procedures easy, and the processing time quick. Therefore, I didn't have to make multiple trips, saving time, costs, and effort.

Mr. Dang Tuan Vu, a worker at Mining Workshop 12, Vang Danh Coal Joint Stock Company - Vinacomin, shared : "Strengthening dialogue and listening to the opinions of the people and businesses is crucial."

After implementing the two-tiered local government model, I've clearly seen a significant improvement in the service provided to citizens and businesses. Many administrative procedures related to workers, such as document verification, benefit settlements, insurance, and residency procedures, are processed more quickly than before, saving us workers time and allowing us to focus on production with peace of mind.

What I've noticed most is the increasingly practical attention the local government is paying to the lives of coal miners. Infrastructure such as transportation, lighting, urban landscaping, and worker residential areas have been invested in more comprehensively, creating favorable conditions for commuting and daily life. Activities to care for social welfare and support workers' families in difficult circumstances have also been implemented promptly.

Furthermore, the government's increased dialogue and listening to the opinions of the people and businesses has created a great deal of consensus. Workers hope that in the future, the two-tiered government model will continue to be effective, promoting digital transformation, administrative reform, and paying more attention to cultural institutions, housing, and healthcare services for workers so that their material and spiritual lives can be further improved.

Reporters team

Source: https://baoquangninh.vn/huong-toi-phuc-vu-nhan-dan-hieu-qua-hon-3409380.html