The people are at the center of service.

Following the implementation of the two-tiered local government model, Quang Trung ward, with its large population, experiences a relatively high volume of administrative procedures processed daily. In response to this reality, and aiming to build a friendly, modern government that effectively serves the people with the motto "Putting the people at the center of service," the ward has proactively implemented a comprehensive set of solutions, achieving significant results.

Citizens coming to carry out administrative procedures are guided attentively and thoughtfully by staff at the Quang Trung Ward Public Service Center.

While waiting to register her business at the Public Administrative Service Center, Ms. Tran Thi Hang from Ward 5 said: “The center's staff provided dedicated guidance, from obtaining a number to completing the business registration procedures, so everything was handled quickly and efficiently without any waiting time. I am very satisfied not only with the modern facilities but also with the enthusiastic and thoughtful service of the staff, who are always close to the people, putting the people at the center of their service.”

Not only Ms. Hang, but also many other residents have given their appreciation to the staff of the Public Service Center of the ward. Although there was a large number of people coming to transact business early in the morning, the procedures for receiving and processing documents were carried out smoothly and efficiently , preventing any backlog or long waiting times, thus bringing satisfaction to the people.

To achieve these results, after implementing the two-tiered local government model, Quang Trung ward focused on consolidating its organizational structure; arranging and assigning civil servants to positions to ensure the right person is in the right job, maximizing the strengths of each individual. Along with this, attention was paid to repairing and upgrading existing infrastructure to avoid wasting public assets. A highlight was the renovation and repair of the ward's Public Service Center, formerly the Ngoc Trao Ward People's Committee headquarters, to make it more spacious and better meet the transaction needs of the people. In parallel with infrastructure investment, the ward invested in modern equipment such as computer systems with internet access, printers, photocopiers, scanners, etc. Sufficient desks and chairs were provided, creating a professional and convenient working environment for organizations and individuals conducting transactions.

Administrative reform, with a focus on reforming administrative procedures, has been implemented with a streamlined process for receiving and processing applications, simplifying procedures and shortening processing times for citizens and businesses. QR codes have been created for all 432 administrative procedures and publicly displayed at the center, facilitating access to these procedures for organizations and citizens. Simultaneously, the ward has intensified its efforts to promote and guide citizens and businesses in submitting applications online through the national public service portal; and has developed a plan to organize awareness campaigns about online public services in each neighborhood, residential group, and business. Quang Trung Ward also emphasizes the importance of officials and civil servants strictly fulfilling their duties and responsibilities, avoiding harassment and shirking responsibility, and preventing the accumulation of overdue or pending applications.

Furthermore, during the process of handling administrative procedures, the ward always pays attention to and prioritizes vulnerable groups such as the elderly and people with disabilities. A separate desk has been set up at the center to support these groups. The ward has also developed a plan and established a rapid response team to promptly assist and create the most favorable conditions for vulnerable groups during the process of carrying out administrative procedures. As a result, the quality of administrative procedure handling is constantly improving, contributing to the goal of building a government that serves the people.

According to Nguyen Van Thang, Deputy Director of the Quang Trung Ward Public Service Center: "Despite facing many difficulties, with a high sense of responsibility, meticulousness, and dedication, the staff of Quang Trung Ward have continuously improved their professional skills and innovated their working style and methods towards professionalism, using citizen satisfaction as a measure of work efficiency, thereby bringing practical results. This is evidenced by the figures: from July 1, 2025 to March 18, 2026, the center received 4,162 applications in person and online, of which 3,985 were processed ahead of schedule or on time (reaching 95.74%), with no overdue applications. Notably, during the implementation process, there were no complaints or feedback from citizens regarding the poor service attitude of the staff. These results have contributed to improving the effectiveness of administrative reform, consolidating trust and satisfaction among the people." "Regarding citizens and businesses in relation to the ward government."

Text and photos: Trung Hieu

Source: https://baothanhhoa.vn/nguoi-dan-la-trung-tam-phuc-vu-282078.htm