Flexibility and creativity in operating two-level local government

In the process of implementing the 2-level local government model, Lam Dong province has chosen a flexible, creative approach, focusing on people and organizations. Many models and initiatives for administrative procedure reform (AP) and digital transformation have been put into practice, helping to make the submission of documents and handling of APs increasingly quick and convenient, thereby significantly improving the service quality of state administrative agencies.

Practical models, closely following people's needs

After a period of operating a two-level local government, from the provincial to grassroots levels, Lam Dong has recorded positive changes: the "management" mindset has gradually shifted to "service", administration is no longer just about handling internal affairs but is moving towards creating a development environment, supporting people and businesses better.

To facilitate access and settlement of administrative procedures, the Provincial People's Committee has issued a decision to pilot 4 administrative reform models and initiatives including: "Public digital administrative procedures", "One-time paper records", "Paperless records", "Appointment-free records" in 124 communes, wards and special zones across the province. Accordingly, 100% of public administrative procedures at one-stop-shop departments at all levels are attached with QR codes and integrated with electronic search on the system. People only need to scan the QR code to immediately access detailed information of each procedure, required file components, processing procedures... helping to prepare complete documents from the beginning, minimizing multiple trips, reducing waiting time and additional costs.

Proactively reach out to the people, consider people's satisfaction as a measure of administrative service.

In parallel with the models deployed by the province, many localities have proactively developed initiatives suitable to actual conditions to accompany people in resolving administrative procedures. These include the model of "Mobile signature authentication at home for the elderly, the disadvantaged and social protection beneficiaries"; the model of "Resolving administrative procedures for people at the village cultural house hall on the second Saturday of every month"; the model of "Proactively approaching citizens to support the implementation of administrative procedures"; "Mobile working groups" go down to villages and remote areas to guide, receive and return results of administrative procedures right at the grassroots level; the models of "Listening to people speak", supporting online submission of inter-commune and inter-ward documents...

The common point of these approaches is to bring administrative services closer to the people, especially vulnerable groups or those who have difficulty accessing public services, thereby increasing satisfaction and strengthening trust in local authorities.

Creating breakthroughs in administrative reform and digital transformation

Identifying administrative procedure reform associated with digital transformation as a key task in the process of operating two-level local government, Lam Dong focuses on promoting connectivity, data sharing and improving access to online public services. The province launched the "Digital Education for All" movement with the message "Digital knowledge is the foundation of the future", aiming at the goal that all people can use digital technology to perform administrative procedures and conveniently transact public services.

In Ta Nang commune, where there are many ethnic minorities, the locality simultaneously deployed two models: "Mobile Working Group" and "Application of AI in handling administrative procedures". The mobile working group went directly to the villages, guided people to complete documents in the digital environment, supported cashless payments, installed and identified VNeID, submitted documents on the National Public Service Portal, and provided legal advice on practical areas such as land, marriage, social assistance, etc.

Officials listen and accompany, people's trust will become the driving force for innovation.

The application of artificial intelligence (AI) is used by localities to support the drafting of administrative documents, quickly look up regulations, guide officials to process documents accurately, and shorten processing time. The rate of officials proficient in AI tools is increasing, helping to reduce work pressure, improve service quality and enhance interaction between the government and the people.

Some other communes and wards have implemented the model of "Flexible service thinking in administrative reform", in which the mechanism of assigning and regulating personnel is organized more flexibly: when the one-stop department is overloaded, officers from other departments or leaders are mobilized to support receiving and guiding documents; the signing and approval of documents is carried out flexibly in terms of time and location, avoiding backlogs. Many units increase service time on peak days, organize "Saturdays serving the People", take advantage of online contact groups, document management applications, union members, and youth in villages and residential groups to support people in accessing digital public services.

The general orientation in the coming period is to continue promoting administrative procedure reform, synchronous digital transformation, closely following the spirit of the Central Resolutions on breakthroughs in science and technology development, innovation and national digital transformation. The focus is on improving the operational efficiency of public administrative service centers, expanding high-quality online public services, building a digital government that operates transparently, quickly, conveniently, and better serves people and businesses.

Initial results show that, with a flexible approach, closely following reality and considering people as the center of service, Lam Dong is gradually forming a modern two-level local government model, close to the people, promoting the effectiveness of administrative reform and digital transformation right from the grassroots.

Center for Science and Technology Communication

Source: https://mst.gov.vn/linh-hoat-sang-tao-trong-van-hanh-chinh-quyen-dia-phuong-2-cap-197251115131002969.htm