Using the effectiveness of serving the people as the measure of success.

After more than a month of operation, the Public Administrative Service Center (PVHCC) of Lien Son commune has clearly demonstrated a spirit of innovation, using service efficiency as a measure of success. This includes focusing on reforming working methods and styles, being open and friendly, improving the quality of administrative procedures, and creating satisfaction for organizations and citizens. This marks a significant shift from an administrative management mindset to a service-oriented mindset. Faster processing times, streamlined paperwork, and high levels of public satisfaction with these positive changes have been observed.

Since implementing the two-tiered local government model on July 1st, the Lien Son Commune Public Service Center has been receiving and processing administrative procedures for citizens quickly, openly, and transparently. The Public Service Center is being developed in a modern, integrated, and citizen-friendly manner.

After more than a month, the Center's operations have shown clear signs of improvement, such as: With the goal of enhancing the quality of service for citizens, organizations, and businesses in resolving administrative procedures quickly, openly, transparently, and conveniently, the Center has overcome initial difficulties regarding facilities and network infrastructure. Following the directives and guidelines of the Provincial People's Committee, the Center has publicly posted all administrative procedures within its jurisdiction and area of ​​responsibility.

The areas of service and processing at the Center include justice and civil registration; culture and social affairs; finance, agriculture , construction, and environment; and online public services at levels 3 and 4.

People conducting administrative transactions at the Lien Son Commune Public Administrative Service Center.

Currently, the Public Service Center of Lien Son commune has 7 staff members. The procedures at the center are implemented according to a "one-stop electronic service" model, with 5 standardized steps: reception and guidance; document preparation; receipt; transfer to specialized agencies for processing; and timely delivery of results. The entire process is closely monitored, and the processing status of documents is regularly updated on the public administration software system. Thanks to this transparency and convenience, people feel satisfied when coming to complete procedures.

Ms. Nguyen Thi Nhan from Hop Phong hamlet shared: “Since the two-tiered local government model came into operation, we have regularly heard announcements on the hamlet's public address system about the location of the commune's Public Service Center and the promotion of using online public services. When I came to complete the procedure for confirming my marital status, I was guided to submit my application online very quickly. I see that the new government has made many positive changes; people are served attentively, and officials and civil servants are cheerful and friendly.”

According to Nguyen Thi Nhi, a civil servant in charge of the judicial and civil registration field: "Every day I receive 40-50 applications in this field, mainly for certifying copies of documents from originals and certifying signatures and fingerprints. After receiving the applications and guiding citizens, I submit them through the national public service portal."

The workload was quite heavy, coupled with the fact that the software system was often faulty and slow, and many citizens were unfamiliar with using online public services, still requiring support from staff in many stages. This led to overload at certain times and wasted a lot of time, making the initial period quite stressful. Now, the system is basically synchronized and running smoothly, ensuring that citizens are served quickly and according to procedures.

Civil servant Nguyen Thi Nhi receives files related to her area of ​​responsibility.

After more than a month of operation, as of August 11th, the Lien Son Commune Public Service Center has received 1,095 applications, 100% online, and has resolved nearly 90% of them. Of these, 100% have been resolved ahead of schedule or on time, with no overdue applications; the remaining applications are still being processed.

This demonstrates the initial effectiveness of the commune-level public administration model, reflecting the sense of responsibility and proactiveness of the staff, while also affirming the suitability of the "interconnected electronic one-stop shop" model in serving the people quickly, transparently, and accurately.

Comrade Ta Dinh Thanh, Vice Chairman of the People's Committee of Lien Son commune and Director of the Lien Son Commune Public Service Center, said: The commune-level Public Service Center plays an important role in implementing the two-tiered local government system. This is the department closest to the people, directly receiving, guiding, and resolving administrative procedures for the people.

To standardize administrative procedures and ensure the smooth operation of public services, the commune has invested in a synchronized online network and LAN network. The staff of the commune's Public Service Center have received training on new content and procedures for handling administrative procedures, especially regulations on handling administrative procedures outside of administrative boundaries according to Government Decree No. 118/2025.

After the merger, the commune has a large area and a large population, with some hamlets located more than 20km from the commune center. Therefore, in the initial period of implementing the two-tiered local government system, the commune deployed additional youth union members to welcome and guide people in carrying out administrative procedures on the National Public Service Portal. In the future, we will invest in expanding the headquarters of the Public Service Center and investing in equipment to better serve the people and businesses, using people's satisfaction as a measure of work efficiency.

Administrative procedures are publicly posted at the Lien Son Commune Public Administrative Service Center, making it convenient for people to find out about them.

Dinh Thang

Source: https://baophutho.vn/lay-hieu-qua-phuc-vu-nhan-dan-lam-thuoc-do-237737.htm