Take people's satisfaction as a measure of service efficiency

(DTO) After nearly a month of operation, the My Tho Ward Public Administration Service Center (abbreviated as the Center) has been highly appreciated by central and provincial leaders for its operational efficiency.

Provincial Party Committee member and Secretary of the My Tho Ward Party Committee, Ngo Huynh Quang Thai, said that the Center is the focal point for receiving, guiding, and returning administrative procedure results to organizations and individuals according to the one-stop, one-stop mechanism, ensuring publicity, transparency, compliance with regulations, and friendliness to the people.

The Center model is implemented according to the following principles: Concentrating and unifying the focal point for receiving and returning results; strongly applying information technology, promoting online public services; enhancing the supporting role of civil servants, taking people's satisfaction as a measure of service efficiency.

The organization of the Center is arranged according to the instructions, including: 1 Vice Chairman of the Ward People's Committee directly directing and operating; 1 Deputy Director and 5 specialized civil servants monitoring the reception and return of results at the counters; 7 civil servants from specialized departments are sent to handle administrative procedures according to the interconnected process.

In addition, the ward arranges 1 civil servant to guide and serve people in performing online public services and supporting the use of VNeID and electronic identification.

On July 26, Member of the Party Central Committee, Vice Chairman of the National Assembly Le Minh Hoan led a working delegation to visit the Center. Joining the working delegation were leaders of Dong Thap province, including comrades: Le Quoc Phong, Member of the Party Central Committee, Secretary of the Provincial Party Committee, Head of the National Assembly Delegation of the province; Pham Van Chuan, Member of the Provincial Party Standing Committee, Permanent Vice Chairman of the Provincial People's Council; Ta Minh Tam, Member of the Provincial Party Committee, Deputy Head of the National Assembly Delegation of the province; Nguyen Thanh Dieu, Member of the Provincial Party Committee, Vice Chairman of the Provincial People's Committee...

Visiting the Center, Vice Chairman of the National Assembly Le Minh Hoan asked officials and civil servants about the operation of the new government apparatus; material facilities, implementation of administrative procedure reform, and serving people at the Center from July 1 to present...

Vice Chairman of the National Assembly Le Minh Hoan highly appreciated the initiative, urgency and high sense of responsibility of My Tho ward in stabilizing the organizational structure, arranging staff, and effectively operating the grassroots government after the merger. These are very encouraging signals, demonstrating a substantial change in the work of serving the people - the core of the new government apparatus...

Through review, the total number of procedures published on the National Public Service Portal under the authority of the People's Committee at the commune level is currently 61 fields, 299 procedures. The center receives and processes administrative procedures in the fields of: Civil status, certification, land, environment, construction, health, social protection, economy, trade, finance...

The process of receiving, processing and returning results is standardized and digitized according to the list of administrative procedures of the Provincial People's Committee and the National Public Service Portal; applying information technology, connecting smoothly with the Provincial and National Public Service Portals. The rate of online submission of documents is over 95%, most of which are processed on time or earlier than the prescribed time.

Vice Chairman of the National Assembly Le Minh Hoan discussed and inquired about the operation of the Center.

The Center is fully equipped with computers, printers, scanners, and high-speed Internet connection, meeting the requirements of modern public service operations. The Center's facilities were received and inherited from the previous Department of Receiving and Returning Results of My Tho City.

Since its official operation (July 1, 2025) to date, the total number of records received by the Center is 806; of which 771 records were online (accounting for 95.65%), 532 records were resolved on time (reaching 66%), 140 records were processed ahead of schedule (reaching 21.31%), with no delays or inconveniences.

Areas provided with online public services at levels 3 and 4: Business registration, birth registration, household registration, social protection, healthcare, construction, inland waterways, etc.

A total of 806 files were digitized; of which 532 were fully digitized, reaching 66%. The number of files with digitized results was 140 files, reaching 21.31%.

To date, the ward has not received any negative feedback or suggestions from the people. In addition, the Center supports the creation of identification accounts, electronic records, and public service instructions via phone, at home, or at the information desk.

The Center fully discloses fees and charges and has not received any negative feedback from people about the fee collection situation.

In order to enhance communication and digital transformation at the grassroots level, the Ward People's Committee assigned the Center to organize 3 digital transformation training courses with the participation of more than 200 cadres, neighborhood leaders, and community digital technology groups.

In addition, according to the plan, from now until the end of 2025, the Mobile Implementation Center will support people, organizations, and businesses in submitting online public service applications and performing administrative procedures regardless of administrative boundaries in My Tho ward 40 times (2 times per week).

Vice Chairman of the National Assembly Le Minh Hoan talks with people coming to carry out administrative procedures at the Center.

According to the leader of My Tho ward, in the coming time, the Party Committee and the People's Committee of the ward will focus on continuing to perfect the process of handling administrative procedures in a convenient - fast - effective manner.

At the same time, improve service quality, increase the rate of on-time and early file settlement; increase people's satisfaction and trust in administrative transactions at the grassroots level.

HOAI THU

Source: https://baoapbac.vn/chinh-tri/202507/trung-tam-phuc-vu-hanh-chinh-cong-phuong-my-tho-lay-su-hai-long-cua-nguoi-dan-lam-thuoc-do-hieu-qua-phuc-vu-1047468/