Improve the quality of online public services

Agencies and units in the province have been focusing on many solutions to improve the quality and increase the rate of online public service usage by people and businesses, contributing to improving the administrative reform index and improving the investment and business environment of the province.

Son Hoa district officials guide people to register their documents via the Online Public Service Portal. Photo: PHAM THUY

Appreciating the government's changes in administrative modernization, organizations and individuals also expressed their desire for online public services (ODS) to continue to be technically improved and the user interface to be simplified for easier access, especially for the elderly or those who are less familiar with technology.

Constantly striving to improve service

It is easy to see that in recent times, agencies and units in the province have constantly made efforts to accompany people and businesses in the digitalization process. In particular, the province has been investing heavily in information technology infrastructure, building a shared data warehouse, electronic authentication system and digital signatures, etc., thereby creating a solid foundation for the stable and safe operation of public services.

Not only the authorities at all levels, but also the people and businesses have clearly felt the conveniences that public services bring. Mr. Le Van Hoa, a business owner in Song Cau Town, shared: “Previously, every time I applied for a business license, I had to go back and forth many times, waiting in line for a long time. But now, I can submit my application online and receive the results by post . Everything is much more transparent and clearer than before.”

In the coming time, departments, branches and localities will continue to optimize the process of processing records on the Public Service Portal, ensuring timely processing; improve the capacity of staff working at the one-stop shop, especially the skills to guide people in online operations. In particular, increase investment in information technology infrastructure in remote areas. Administrative reform and digital transformation must be synchronized from institutions, people to technology if they want to go far.

Comrade Le Tan Ho, Member of the Provincial Party Standing Committee, Permanent Vice Chairman of the Provincial People's Committee

Mrs. Tran Thi Bich Nhung, Hoa Tan Tay commune (Tay Hoa district) shared: I am old so at first I was hesitant to use public services. But after many times being given specific instructions by the commune officials, I found that doing household registration papers, birth certificates for children... are very convenient. No need to go back and forth many times, just a few operations over the phone and it's done.

Chairman of Tay Hoa District People's Committee Tran Minh Tri said: In administrative reform, the district identifies public services as a key step in building a digital government. Accordingly, the district has reviewed and simplified many administrative procedures, while investing in upgrading a modern electronic one-stop system, connecting with the National Public Service Portal. Staff are regularly trained to improve their capacity to apply information technology, ensuring the fastest, most transparent and convenient service for people.

According to the Department of Science and Technology, up to now, the information and communication infrastructure continues to be invested synchronously, the management and operation system via the network is stable. The data system and integration are connected to the central level. The provincial data center is operating. The document management system, public services and electronic one-stop information operate effectively from the commune to the provincial level; operate stably. The administrative procedure settlement information system (public services portal) of the province coordinates with units to review, synthesize and submit to the Provincial People's Committee to publish the list of public services on the provincial administrative procedure settlement information system. At the same time, continue to maintain and ensure the information technology infrastructure to serve the connection when Project 06 needs to deploy services. The provincial public services portal has been completely connected to the systems and databases as required... Currently, the proportion of information technology staff with university degrees or higher is over 95%; There are more than 500 community digital technology groups, with nearly 3,150 members in villages, hamlets, and neighborhoods supporting people and businesses in using digital services.

Staff of the one-stop shop of Hoa Tan Tay commune (Tay Hoa district) promote the benefits of submitting documents online to people. Photo: PHAM THUY

Promote the role of the leader

From the implementation practice in agencies and localities, it shows that the role of the leader in administrative reform and digital transformation is a key factor, decisive for the effectiveness of implementation. The leader is not only the one who guides the strategy but also has to directly direct, monitor and be responsible for the implementation results. From the provincial to the communal level, if the leader is determined and attentive, the administrative apparatus will operate effectively, the staff will change positively and the people will be better served.

According to Chairman of Son Hoa District People's Committee Le Van Quy, in order to create favorable conditions for organizations and individuals to handle administrative procedures on the public service system, district leaders regularly urge the improvement of service attitude of civil servants, paying attention to setting an example, creating positive pressure from leaders to contribute to creating strong changes in the behavior and awareness of civil servants, towards a service-oriented administration, not formality.

Director of the Department of Home Affairs Truong Ngoc Tuan said: Up to now, many criteria for providing public services continue to be maintained at a high level and higher than the national average, such as: the rate of online records of the province is 93.55% (the national average is 57.58%); the rate of exploitation and reuse of digitalized information and data is 88.32% (the national average is 37.45%); the rate of records with electronic results is 99.25% (the national average is 73.3%); the rate of digitized administrative procedure records and settlement results is 99.14% (the national average is 70.69%)... These results show that, from the strong direction of the head to specific actions at the grassroots level, authorities at all levels are gradually realizing the goal of building a modern, friendly and effective administration. Improving public services is not only a technical task, but also a political commitment and the government's responsibility to serve people and businesses in the digital age.

Although public services are bringing many obvious benefits, in the process of actual implementation, people still encounter many difficulties and shortcomings that make access and use not really convenient, especially the elderly and people in remote areas. To overcome this, comrade Le Tan Ho, member of the Provincial Party Standing Committee, Permanent Vice Chairman of the Provincial People's Committee said: The Provincial People's Committee has directed departments, branches and localities to consider improving the quality of public services as an important political task, closely linked to the responsibility of the head. It is not allowed to let people submit electronic documents but still have to come in person to supplement documents. At the same time, agencies and localities continue to direct and educate cadres, civil servants, public employees and workers to propagate and mobilize relatives, families and people of all walks of life where they reside to fully understand the meaning, value and benefits of public services. Agencies and units must assign civil servants and public employees to guide the implementation of administrative procedures online when people and businesses come to transact, in which the head must be proactive and actively involved, upholding the sense of responsibility in directing and organizing the timely and quality implementation of assigned tasks; focusing on building and perfecting institutions, mechanisms and policies, including reviewing, detecting, promptly amending and supplementing inadequacies and contradictions in the system of regulations, legal documents and difficulties and obstacles in implementation.

Source: https://baophuyen.vn/xa-hoi/202505/nang-cao-chat-luong-dich-vu-cong-truc-tuyen-e235948/