Improving the quality of commune-level public administrative service centers.

In recent times, Dong Nai province has focused on improving the operation of commune-level public administrative service centers (TTPVHCC) towards a modern, professional direction, with the people at the center of service delivery.

Báo Đồng Nai•24/05/2026

Citizens are guided and assisted in using online public services at the Nhon Trach Ward Public Administrative Service Center. Photo: Ho Thao

From innovating application processing procedures to investing in infrastructure and supporting online public services, many localities have proactively implemented models suitable to their realities in order to improve the quality of administrative procedure resolution right from the grassroots level.

Innovation begins with serving the people.

Gone are the days of people crowding the waiting room, listening for their turn to be called. Now, at the Xuan Hoa Commune One-Stop Service Center, many people can comfortably go outside for a drink or take care of personal matters without worrying about missing their turn. This small but practical change is contributing to making the operation of the commune-level one-stop service center more convenient, civilized, and friendly. A new feature at the center is the "vibrating card" model, which assists people while they wait for administrative procedures to be processed.

According to Deputy Director of the Xuan Hoa Commune Public Service Center, Dao Duc Quy, after submitting their documents, each person will be given a small device that vibrates and signals when it's their turn to process their application. People can comfortably attend to personal matters or go out for a drink, and only enter to complete the procedure when their card indicates it's their turn. This method helps reduce pressure in the waiting area and creates a more comfortable atmosphere for people when they come to complete the procedures.

In addition to innovating the way numbers are called, many localities have also deployed support forces directly at the one-stop service center to guide people in using online public services.

In Nhon Trach ward, Mr. Pham Phu Le Long, Director of the Ward's Public Service Center, said: In addition to the Community Digital Technology Team, the locality has also established a Technology and Professional Response Team to support the resolution of administrative procedures, operating regularly at the Public Service Center to improve the efficiency of serving the people and contribute to achieving the goals of administrative reform and comprehensive digital transformation.

With a multi-disciplinary team, the task force is responsible for directly supporting citizens, especially vulnerable groups, in carrying out administrative procedures electronically; receiving and handling basic technical issues; and promptly reporting complex incidents to higher authorities. In addition, this team conducts periodic inspections of infrastructure, equipment, and information technology systems to ensure smooth operation at the ward's Public Service Center.

Leaders of the Gia Kiem Commune Public Administrative Service Center interact with citizens who come to handle administrative procedures. Photo: Ho Thao

Leaders of the Gia Kiem Commune Public Administrative Service Center interact with residents who come to handle administrative procedures. Photo: Ho Thao

Mr. Nguyen Van Hoang (from Nhon Trach ward) said: "Previously, every time I submitted an online application, I had to ask relatives for help because I wasn't familiar with using a phone. However, after receiving direct guidance from officials at the one-stop service center, submitting applications has become much more convenient. For some procedures, I can even submit applications from home without having to travel as much as before."

Thanks to support models implemented right at the one-stop service center, the rate of online public service applications in Nhon Trach is increasing, with many applications being processed ahead of schedule, saving people time and travel costs.

Invest in the synchronized infrastructure for the one-stop service center.

Along with innovating service methods, many localities in Dong Nai are also focusing on upgrading infrastructure and operating conditions for commune-level public service centers.

In Gia Kiem commune, during the initial phase of operation, the high volume of people coming to transact business meant that the old facility could no longer meet the actual demand. In response, the local authorities proactively repaired, upgraded, and rearranged the center's operating space to be more modern and convenient for the people.

According to the Q1 2026 report on administrative reform by the People's Committee of Dong Nai City, the rate of timely processing of applications in the city continues to remain very high, with the commune level reaching 99.4%. This is considered one of the results showing the clear effectiveness of improving the operation of the commune-level administrative service center system.

From the end of September 2025, the Gia Kiem Commune Public Service Center officially commenced operations at its new location. The application reception area is equipped with an automatic queuing system, information display screens, computers, scanners, and a separate support area allowing citizens to digitize their documents and submit online public services on-site. Many elderly citizens are directly guided by staff on scanning documents, uploading applications to the system, and making online payments. The entire process is carried out at the center, making it much more convenient than before.

Mr. Bui Nguyen Trung Thong, Deputy Director of the Gia Kiem Commune Public Service Center, said: In addition to investing in infrastructure, the locality also focuses on improving the quality of service for the people. The center deploys support staff directly at the counter, provides QR codes and video guides on procedures, and also equips the center with free Wi-Fi and drinking water to create a more friendly transaction environment. The locality believes that each timely processed application and each satisfied citizen is the measure of the center's effectiveness.

Beyond simply innovating service models or investing in infrastructure, many commune-level public service centers in Dong Nai are also accelerating digital transformation throughout the entire process of receiving and handling applications.

In Binh Phuoc ward, the leading locality in the 2025 Administrative Reform Index among 95 communes and wards of the province (now city), the online receipt of applications, digitization of documents, and monitoring of processing progress in an electronic environment are implemented synchronously at the one-stop service center. Officials and civil servants are required to proficiently use shared information systems and update documents promptly to ensure complete and accurate data. The application of technology helps local leaders monitor the processing progress of applications in real time, promptly identify delays for correction; and at the same time increase transparency in resolving administrative procedures.

Currently, the city has 95 commune-level administrative service centers operating stably, meeting the requirements for receiving, processing, and returning results of administrative procedures for citizens and businesses. In nearly a year of operating the two-tiered local government model, Dong Nai city has prioritized investing resources in information technology infrastructure to support the operation of the commune-level one-stop service system. Specifically, for the commune-level administrative service centers and the reception and results delivery departments, over 42.75 billion VND has been allocated to invest in systems for searching, obtaining queue numbers, displaying information, and other equipment to serve the public.

From small-scale models like "vibrating pagers" and technology support teams to infrastructure investment and the digitization of document processing procedures, commune-level public service centers in Dong Nai are gradually changing their operating methods and service mindset. When citizens receive faster, more convenient, and more satisfying support, it is a clear measure of the effectiveness of administrative reform.
at the facility.

Ho Thao

Source: https://baodongnai.com.vn/chinh-polit/202605/nang-chat-trung-tam-phuc-vu-hanh-chinh-cong-cap-xa-86624d6/