Listening to better serve people with administrative procedures

The seminar was attended by speakers: Mr. Trinh Tat Thang, Head of Restructuring and Organization Department of One-stop Department of Hanoi City Public Administration Service Center; Mr. Bui Duong, Director of Branch 1; Ms. Nguyen Thi Viet Ha, Director of Branch 4; Mr. Nguyen Hoang Long, Deputy Director in charge of Customer Support and Care Center, Hanoi City Public Administration Service Center.

Deputy Editor-in-Chief of Economic & Urban Newspaper Nguyen Xuan Khanh delivered the opening speech. Photo: PV

Speaking at the opening of the seminar, Deputy Editor-in-Chief of Economic and Urban Newspaper Nguyen Xuan Khanh emphasized that the implementation of the one-level Public Administration Service Center model ensures the goal of applying artificial intelligence (AI), data connection in performing administrative procedures (TTHC), aiming to reshape the approach between people and state administrative agencies, fundamentally changing the implementation method from "requesting, asking for procedure settlement" to "demand and service"; shaping the administrative environment.

“The discussion “Listening to serve the people better” aims to help the service work of the Public Administration Service Center become more effective, meeting the needs of the people and businesses,” said Mr. Nguyen Xuan Khanh.

At the seminar, the speakers listened, discussed and answered questions from units, businesses, readers, people... on the way to receive and handle administrative procedures; at the same time, shared practical issues, proposed solutions to overcome obstacles and difficulties to increasingly improve the quality of service to the people.

Responding to readers' concerns about the elderly going through administrative procedures, Ms. Nguyen Thi Viet Ha, Director of Branch 4 of the Hanoi City Public Administration Service Center, said: "When people, especially the elderly, come to the Center, they will be welcomed by two receptionists, supported with digitalization, declaration of procedures as well as support for operations on the Online Public Service Portal. Branch 4 prioritizes support for people over 70 years old. Currently, there is also a form of delivering results to people's homes so that people do not have to go back and forth many times."

Speakers shared at the seminar. Photo: PV

Meanwhile, Mr. Bui Duong, Director of Branch 1 of the Hanoi City Public Administration Service Center, said: The branch has proposed creating solutions to get online queue numbers, most of the documents are done online, so working efficiency is increased, and people no longer have to wait in long lines. From practical operations, Mr. Bui Duong said, the important thing is to understand the needs of individuals and organizations, and to grasp the situation while working to come up with the most optimal solution.

Also from the spirit of serving people and businesses in the best way, Mr. Nguyen Hoang Long, Deputy Director in charge of the Customer Support and Care Center, said that the pilot "multi-channel support" model organized on the 2nd floor of Branch No. 1 is very effective and will be replicated in the near future. In addition, the Center also builds intuitive instructional videos ; maintains the 1022 switchboard channel to be able to receive and listen to all opinions of people and businesses.

Sharing about the security of personal information when performing online administrative procedures, Mr. Trinh Tat Thang, Head of the Restructuring and Organization Department of the One-Stop Department of the Hanoi City Public Administration Service Center, said that the system has been protected at the highest level of security, and is checked periodically and unexpectedly. Anyone who comes into contact with the data is tracked; each civil servant is committed to ensuring confidentiality, and if violated, they will be subject to legal sanctions.

Bank representatives ask questions to speakers at the seminar. Photo: PV

Ms. Nguyen Thi Viet Ha, Director of Branch 4 of the Hanoi City Public Administration Service Center, informed that to ensure the completion of the workload, starting from April 2025, officers and civil servants at Branch 4 are actively working 10 hours/day or more.

“The Branch’s staff also learned from each day’s experience and received contributions from employees, residents and other branches. Thanks to that, Branch 4 has changed and transformed, and the work of serving the people has become faster. I and the staff at Branch 4 are very excited,” said Ms. Nguyen Thi Viet Ha.

At the seminar, representatives of enterprises and banks also shared their joy when the branches had priority solutions, implementing the "green channel" model to support enterprises and banks, overcoming the situation of waiting in line. Along with that, many questions from representatives of banks, enterprises and reporters about the application submission process, how to look up documents, etc. were directly answered by the speakers participating in the seminar.

Source: https://hanoimoi.vn/lang-nghe-de-phuc-vu-thu-tuc-hanh-chinh-cho-nhan-dan-tot-hon-702805.html