Striving for a service-oriented administration

Operating under the 2-level local government model since July 1, 2025, Phong Nha commune has so far implemented basic tasks and functions to ensure meeting the set requirements. With the goal of taking people and businesses as the center, Phong Nha commune has focused on implementing solutions to improve the effectiveness of administrative reform (AR), striving for a service-oriented administration.

People are guided and have their documents checked before making transactions at Phong Nha Commune Administrative Service Center - Photo: LM

Phong Nha commune was established on the basis of merging the entire natural area and population of the communes and towns: Lam Trach, Xuan Trach, Phuc Trach, Phong Nha. After the arrangement, Phong Nha is one of the 10 communes with the largest natural area and population in Quang Tri province, with a natural area of 358.1 km2 and a population of over 39,000 people.

This is a locality with many advantages for socio -economic development, especially the place associated with the World Natural Heritage Phong Nha-Ke Bang, a highlight to build Phong Nha into a tourist center of Quang Tri province. With the potential and advantages, the local government of Phong Nha commune is making efforts to come up with solutions to turn strengths into development motivation. In particular, the commune pays special attention to administrative reform, the goal is for the people, serving the people.

The Public Administration Service Center (PVHCC) of Phong Nha commune is currently authorized to perform 388 administrative procedures (AP), including 383 APs and 5 interconnected APs. Immediately after coming into operation, the center has focused on implementing tasks as required by superiors to ensure no obstructions or congestion, and to best meet the needs of APs for organizations and individuals inside and outside the area.

With initial efforts, from July 1-22, 2025, Phong Nha Commune Public Service Center resolved and returned results before the deadline for 88/89 files, reaching a rate of 99% (1 file was overdue, due to objective reasons from the software, in fact the paper files have been returned). The number of files being resolved within the prescribed deadline is 347 files, reaching a rate of 100%. The center is interested in implementing the work of digitizing files.

Ms. Nguyen Thi Hop, Chay Lap village, Phong Nha commune excitedly shared: “I need to get a copy of my child’s birth certificate. I am glad that the staff at the new commune’s Public Security Center are very enthusiastic and cheerful. They enthusiastically guided me through the necessary procedures quickly. Therefore, I did not have to spend much time doing transactions here.”

In order to improve the operational efficiency of the Phong Nha Commune Public Service Center, the Commune People's Committee has directed the center to assign tasks to each officer according to their expertise, professional skills and work experience, in charge of each field at the reception and result delivery department; publicly and transparently post administrative procedures; develop and deploy a set of criteria to assess the level of satisfaction when performing administrative procedures at the center; set up a hotline to receive comments and evaluate the handling of administrative procedures...

In addition, the Commune People's Committee also directed the Commune Public Service Center to strengthen coordination and support specialized departments to inspect and review problems and difficulties related to software and administrative procedures. From there, propose competent authorities to quickly resolve and promptly serve the work of resolving administrative procedures for individuals and organizations coming to work at the center.

The process of handling administrative procedures is regularly monitored and urged, not allowing documents to be late or overdue. Investment and equipment are being promoted to serve the center's operations, ensuring compliance with standards on internet infrastructure, information security, and document digitization...

Phong Nha Commune focuses on improving the effectiveness of administrative procedure reform to meet people's needs - Photo: LM

Deputy Director of Phong Nha Commune Public Service Center Nguyen Phuong Nam said: "To facilitate people and businesses, before coming to the counters to transact, the center has taken an additional step of guidance.

Specifically, people and businesses will be guided by officials on how to press the queue number; review and check the necessary documents to proceed with the administrative procedures that people and businesses need; if they are not complete, they will be guided to supplement them, avoiding wasting people and businesses' time.

Sharing about the innovations when transacting at the PVHCC Center of Phong Nha commune, Ms. Duong Thi Thoa, Thanh Sen village 1, Phong Nha commune said: “I came to carry out related procedures in the land sector. I found the staff at the center very enthusiastic, gentle, and open. In particular, one change that I think is very positive is the implementation of pressing a queue number to participate in the transaction, creating more speed and convenience for people; unlike before, every time we came to transact, we had to jostle, it was very chaotic”.

Phong Nha Commune Public Service Center currently has 9 officers, civil servants and employees. During its operation, the center has done a good job of managing, monitoring and evaluating civil servants, civil servants and employees.

Through assessment, the staff of the center are all qualified, capable, enthusiastic, responsible for their work, strictly implementing the regulations on organization and operation, working rules, especially the regulations on discipline, order, public ethics, cultural lifestyle at agencies and offices. Always uphold the sense of responsibility, service attitude, quality of handling administrative procedures; regularly monitor and urge the handling of received administrative procedures, ensuring the correct time schedule according to regulations.

Chairman of Phong Nha Commune People's Committee Phan Hai Ha said: "Administrative reform is one of the key tasks that the commune is interested in implementing in order to create a favorable environment for attracting investment, developing the socio-economy and ensuring the rights of the people. Phong Nha is a commune with a large area and a large population, so the number of administrative procedures that need to be resolved is large, but with the policy of being close to the people, the commune has made efforts to implement the most optimal solutions to implement a service-oriented administration.

The Commune People's Committee directs relevant departments and units to regularly monitor and grasp the status of people's records in order to resolve them promptly and on time according to regulations; and to completely resolve the backlog of records transferred by the old district.

In addition, the commune requested the Department of Agriculture and Environment to soon arrange officers in charge of the land sector from the Branch of the Land Registration Office of Region 5 to work and receive documents directly at the Phong Nha Commune Public Service Center, creating favorable conditions for the people...”.

Le Mai

Source: https://baoquangtri.vn/no-luc-vi-mot-nen-hanh-chinh-phuc-vu-196329.htm