Putting the people at the center of service.

Promoting administrative reform and putting the people at the center of service is a consistent goal in Lao Cai province's digital transformation roadmap. From expanding the list of online public services to implementing smart support models at the grassroots level, the province is gradually building a modern, transparent, and convenient administrative system for citizens and businesses.

Lao Cai province has identified online public services as a breakthrough area.

In the process of building a digital government, Lao Cai province has identified online public services as a breakthrough to bridge the gap between the government and the people. Currently, 677 administrative procedures in the province are implemented as online public services, of which 161 services are at the commune level alone, with 59 services being fully implemented, allowing people to submit applications, pay fees, and receive results entirely online.

This is not just a technological advancement, but also a shift in service mindset: instead of letting people "run" through procedures, the government proactively brings procedures closer to the people through the digital environment.

From "queuing" to a few minutes of operation

At the Mau A Commune Public Administrative Service Center, the smart kiosk model is proving remarkably effective. With this device, citizens and businesses can look up procedures, receive automated advice, print forms, and even complete some application submission steps on the spot.

Consultation and guidance time, which used to take tens of minutes, is now reduced to about 3 minutes with just a few simple steps.

Citizens are using the smart kiosk model in Mau A commune.

Ms. Vu Thi Trang Nhung, a resident of Mau A commune, shared: “Asking AI questions on the KIOSK resulted in very quick answers. I could print out the necessary documents for reference and complete my application as quickly as possible. Before, I had to ask many places, but now I only need a few minutes to know what I need to do.”

Not only in Mau A, but at public administrative service centers throughout the province, the image of people traveling multiple times and queuing has been replaced by operations on computers and smartphones. With just an internet connection, people can perform a range of procedures such as birth registration, notarization, residence registration, land records, social welfare, fee payment, etc.

Mr. Nguyen Minh Tu from Bao Ha commune said: "Previously, going through the application process required preparing many things, from photocopying documents to bringing cash, which was very time-consuming. Now, everything is done digitally, with payments made via QR code, so it's very quick and convenient."

These changes significantly save time and costs for citizens, while also reducing the burden of receiving and processing documents on local administrative systems.

Paying with QR codes is quick and convenient.

Expand services, improve service quality.

To ensure that online public services become truly effective, Lao Cai province is not just stopping at "putting procedures online," but is also implementing a comprehensive set of solutions: strengthening communication, assigning staff to provide direct support at the one-stop service center; upgrading information technology infrastructure; ensuring seamless connectivity from the commune to the provincial level; and standardizing the process of handling electronic documents.

In particular, at the commune level, which is closest to the people, the deployment of 161 online public services is of great importance, especially in mountainous, remote, and isolated areas where transportation is still difficult. People no longer have to travel long distances just to submit a set of documents; they can do so from home or at public support points.

Citizens can carry out administrative procedures anytime, anywhere.

Mr. Le Chi Cong, Director of the Mau A Commune Public Administrative Service Center, said: “We have implemented many models so that citizens can submit applications online from home or at public places. In the future, the commune will implement the "Digital Transformation Coffee Shop" model, helping people access public services in a more proactive and friendly way.”

This model not only provides technical support but also creates a welcoming space for people to become familiar with the digital environment, reducing any hesitation they may have about using technology.

Aiming for a holistic, transparent, and convenient process.

A key focus in Lao Cai's roadmap is the development of full-process online public services. Unlike partially online services, full-process services allow citizens to complete the entire process: from submitting applications, making payments, tracking status, to receiving results, without having to visit administrative agencies in person.

With 59 comprehensive services at the commune level and 347 comprehensive services at the provincial level, Lao Cai is gradually forming a unified digital service ecosystem. This not only helps to make the process of resolving administrative procedures more transparent but also increases the ability to monitor and evaluate the quality of service provided by state agencies. Simultaneously, the province has coordinated the integration of 2,097 out of 2,195 online public services onto the National Public Service Portal, achieving 95.5%. This interconnection allows citizens to access services from multiple levels and sectors on a unified platform, avoiding the situation where each place has its own separate system.

Changing habits - the key to digital transformation.

In reality, the biggest challenge in implementing online public services is not only the infrastructure or software, but also the habits of the people and officials. Therefore, Lao Cai focuses on guidance and hands-on training, especially for the elderly, people in mountainous areas, and ethnic minorities.

The deployment of support staff at the one-stop service center, combined with dissemination of information through multiple channels, has helped people gradually develop the habit of using online public services. Once they become familiar with it, they clearly see the benefits: faster, more transparent, and less expensive than traditional methods.

From the perspective of government agencies, digital transformation also creates positive pressure for officials to change their working methods and enhance their responsibility, because all processes are monitored and supervised on the system.

Putting the people at the center of service.

Platform for digital government

Based on the benefits it offers, it can be affirmed that online public services, especially full-service services at the commune level, are gradually changing the way people access the government. This is an important foundation for Lao Cai to continue building a modern, professional, and transparent administration that serves the people and businesses even better.

In the coming period, along with expanding the list of procedures, improving digital infrastructure, and replicating models such as smart KIOSKS and "Digital Transformation Cafes," Lao Cai aims to make online public services not just an option, but the primary method for handling administrative procedures.

Digital transformation is only truly successful when people find it convenient, trust it, and are willing to use it. With the steps it is taking now, Lao Cai is gradually realizing that goal – putting the people at the center, aiming for a digital government that is service-oriented, transparent, and efficient.

Source: https://baolaocai.vn/lay-nguoi-dan-la-trung-tam-phuc-vu-post893330.html