Listen to the people to serve them better.

BAC NINH - Along with administrative reforms, departments and localities in Bac Ninh province have proactively maintained channels for receiving and processing feedback and suggestions from citizens and businesses. With diverse, open, and transparent methods of receiving feedback, many obstacles have been resolved promptly.

Understanding and reasonable

In early January 2026, through the Feedback and Complaint System on the National Public Service Portal, the People's Committee of Yen Dinh commune received a complaint from citizen Nong Minh T, residing in Cam Dan village, regarding the procedure for changing the land use purpose.

Immediately after receiving the request, the People's Committee of the commune reviewed the land cadastral records, compared them with the land use plan, and based on the regulations, responded to the citizen. Upon receiving the response, which clearly stated the legal basis and was reasonable and empathetic, Mr. T understood the reason why his family's land plot did not yet meet the conditions for changing its land use purpose and had no further comments…

Officials at the Yen Dinh Commune Public Administrative Service Center receive feedback from citizens.

Not only in Mr. T's case, but through feedback channels such as suggestion boxes, hotlines, social media, and direct feedback, many difficulties and obstacles faced by citizens in carrying out administrative procedures have also been promptly addressed by specialized agencies in Yen Dinh commune.

Mr. Be Dang H, from Thuong village, said: “When I went through the integrated procedure for issuing a birth certificate, registering permanent residence, and obtaining a health insurance card for my child, even though I submitted all the necessary documents, I didn't receive the results immediately, so I complained on the commune's fanpage. After being contacted by officials from the Public Administrative Service Center who explained the processing procedure and the need to wait for the Ministry of Public Security's approval and issuance of the electronic identification code, I understood and no longer had any concerns.”

According to a summary by the Provincial Public Administration Service Center, from July 1, 2025 to the present, the province has received 2,537 feedback and suggestions from citizens through the National Public Service Portal. Not only at the provincial level, but also at the local level, tens of thousands of opinions from citizens have been received and promptly addressed through various channels.

Operating a two-tiered local government system, along with the requirement to build a service-oriented administration, the Public Administrative Service Centers from the provincial to the grassroots level focus on innovating methods of receiving and processing feedback and suggestions from citizens and businesses.

In Vo Cuong ward, from July 1st, 2025 to the present, the Ward Public Administrative Service Center has received 13 feedback and requests through the National Public Service Portal and over 2,000 opinions through other channels, mainly related to land, civil registration, notarization, and business registration. Thanks to proactive reception, 100% of feedback and requests have been resolved and responded to citizens in accordance with regulations.

Meanwhile, at the Bac Giang Ward Public Administrative Service Center, in addition to publicly displaying the hotline number, the Center has assigned leaders to sit directly at the "one-stop" service counter to receive and resolve requests immediately.

According to statistics, since the beginning of the year, the Center has received hundreds of feedback and suggestions through both direct and online channels, mostly related to guidance on filling out electronic forms, supplementing application components, or requests to shorten the processing time for administrative procedures.

For matters within its jurisdiction, the Center directly answers citizens' questions; in cases involving other specialized departments, it coordinates with relevant agencies and provides timely responses to minimize public dissatisfaction.

Continue to improve the reception mechanism.

According to a summary by the Provincial Public Administration Service Center, from July 1, 2025 to the present, the province has received 2,537 feedback and suggestions from citizens through the National Public Service Portal. Immediately after receiving them, the Center categorizes the issues, determines the appropriate authority, and forwards them to the relevant agencies for consideration and response.

Accordingly, for feedback falling under the jurisdiction of vertical agencies, the Center forwards it to the relevant ministries and departments for processing. For issues related to departments, agencies, and localities, the Center issues documents urging and requiring responses to citizens within the stipulated time. Not only at the provincial level, but also at the local level, through various channels, tens of thousands of citizen opinions are received and answered promptly.

Officials at the Vo Cuong Ward Public Administrative Service Center guide citizens in looking up information on administrative procedures.

Comrade Nguyen Van Giap, Director of the Public Administrative Service Center of Vo Cuong Ward, said: “Through receiving feedback and suggestions, many shortcomings in the coordination process between specialized departments have been promptly reviewed and rectified. As a result, the quality of service to people and businesses has gradually improved.”

To further improve the efficiency of receiving and processing feedback and suggestions in resolving administrative procedures, the province has decided to continue perfecting the online feedback system in a way that is synchronized, easy to use, and convenient for citizens. Agencies, units, and localities will publicly disclose the process and time for resolving administrative procedures; and enhance the responsibility of heads of agencies in inspecting and supervising the implementation of official duties.

Comrade Nguyen Quang Quy, Deputy Director of the Provincial Public Administrative Service Center, said: “Along with promoting digital transformation, the Center continues to review and improve the process of receiving and handling feedback and suggestions in a way that is open, transparent, and clearly defines responsibilities. Emphasis is placed on training and improving dialogue and situational handling skills for the staff directly involved in public service; promptly identifying and resolving difficulties and obstacles arising from the grassroots level.”

Text and photos: Sy Quyet

Source: https://baobacninhtv.vn/lang-nghe-nhan-dan-de-phuc-vu-tot-hon-postid445796.bbg