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| Residents of Thuy Xuan ward are guided by local officials on how to use online public services. |
People find administrative procedures "easier" now.
One Monday morning at the Hue City Public Administrative Service Center, a considerable number of people came to complete procedures, but there was no longer the crowding and impatient waiting seen before. At the application reception counter, an officer guided people in scanning QR codes to check procedures while also assisting with online application submission via phone. Within minutes, the application was accepted, and a progress tracking code was sent to the user's device. These seemingly small changes are gradually becoming commonplace at many administrative agencies in Hue.
Ms. Nguyen Thi Hong, a resident of Vy Da ward, who came to complete land-related procedures, said that what she noticed most recently is that administrative procedures have become "less cumbersome than before." "Previously, some applications required multiple trips to supplement missing documents. Now, officials provide very specific guidance, and any missing documents are notified by phone or online, making the process much more convenient," Ms. Hong shared.
Not only in city-level public administrative centers, but many digital transformation models at the grassroots level are also changing the way people access public services.
In Phu Vinh commune, the "Digital Saturday" model has been implemented to support residents in registering for electronic identification, using online public services, making cashless payments, installing personal digital signatures, and accessing digital platforms. Notably, the priority groups for support are primarily the elderly, vulnerable groups, and small business owners.
During the support process, local officials not only provided technical guidance but also directly guided people step-by-step to familiarize them with digital applications.
Mr. Pham Phung, Vice Chairman of the People's Committee of Phu Vinh commune, said that the most difficult thing was not implementing the software but changing people's habits. "Many elderly people were initially hesitant to use their phones for administrative procedures because they were afraid of making mistakes or didn't know how to operate them. But after receiving specific instructions and seeing how convenient it was, they started using them proactively," Mr. Phung said.
What is noteworthy about this year's SIPAS results is not only Hue's significant rise in ranking, but also the fact that many changes in administrative reform are beginning to be more clearly felt by the people through their practical experiences.
While digital transformation was previously often discussed in terms of software or data systems, these concepts are now more clearly present in daily life: scanning QR codes to look up procedures, making cashless payments at the market, digitally signing documents on phones, or submitting applications online from home.
Satisfaction creates pressure for innovation.
According to the administrative reform report for the first quarter of 2026 by the People's Committee of Hue City, the entire city has implemented 166 points to support the implementation of public services; 100% of input documents are digitized and results are digitally signed; and 100% of eligible administrative procedures are provided online regardless of administrative boundaries.
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| Residents of Phu Vinh commune are being assisted in installing and using digital applications and online public services. |
In the first quarter of 2026 alone, the entire city processed more than 116,000 administrative procedures, with the rate of timely and early processing reaching 98.9%.
Mr. Truong Cong Le Hoang, Director of Viet Trung Tourism and Services Co., Ltd., believes that businesses are not only concerned with fast processing of applications but also with transparency and the ability to track progress online. "When the processing status of an application is clearly updated, businesses are more proactive and also reduce the feeling of waiting," Mr. Hoang shared.
SIPAS is a set of indicators published annually by the Ministry of Interior since 2017, based on direct surveys of citizens and organizations that have carried out administrative procedures at state agencies to assess the level of satisfaction with the quality of service, thereby promoting administrative reform and building a service-oriented administration.
Hue's sharp 10-place jump in the SIPAS ranking is not simply a matter of ranking; it shows that the administration is gradually shifting from a "management" mindset to a "service" mindset.
However, the city still faces challenges such as inconsistent technical infrastructure in some communes and wards; a portion of local officials have limited digital skills; and coordination in resolving some interconnected procedures is still slow.
With citizens becoming increasingly familiar with digital platforms and online services, the demands placed on administrative agencies are no longer limited to following proper procedures, but must be more convenient, transparent, and provide more substantive service.
Hue City is continuing to promote administrative reform through digital channels. Recently, the City People's Committee issued a plan for disseminating information on administrative reform in 2026, utilizing various forms such as short videos, infographics, podcasts, social media platforms, and AI applications in policy communication. Accordingly, the city continues to prioritize the satisfaction of citizens and businesses as a measure of the quality of service provided by state administrative agencies.
| According to the PAR Index results for 2025 recently announced by the Ministry of Interior, many areas of administrative reform in Hue continue to achieve high rates, such as administrative procedure reform at 98.58%, administrative reform direction and management at 96.76%, institutional reform at 94.62%; and the digital transformation index in state agencies at 87.02%. |
Source: https://huengaynay.vn/chinh-polit-xa-hoi/cai-cach-hanh-chinh/khong-chi-la-thu-hang-sipas-165586.html
![[Image] National conference summarizing one year of operation of the overall organizational model of the political system, the three-tiered government model.](https://vphoto.vietnam.vn/thumb/1200x675/vietnam/resource/IMAGE/2026/07/01/1782882811691_ndo_br_1-jpg.webp)
