Further promote the effectiveness of the one-level Public Administration Service Center model

After nearly 1 year of operation, the model of the One-level Public Administration Service Center in Quang Ninh has brought about many clear results for management, staff and people. Reporters of Quang Ninh Newspaper, Radio and Television had an interview with Ms. Nguyen Hai Van, Director of the Provincial Public Administration Service Center, to clarify the results achieved and solutions in the coming time.

Ms. Nguyen Hai Van, Director of Quang Ninh Provincial Public Administration Service Center.

- Could you tell us about the results of the one-level Public Administration Service Center model in the province in recent times?

+ The One-level Public Administration Service Center model is a pioneering pilot initiative assigned by the Government to be implemented from the end of 2024. Quang Ninh province has deployed this model on the basis of merging the Provincial and District Public Administration Service Centers, the previous Commune-level Reception and Result Delivery Department into a unified focal point, an administrative organization under the Provincial People's Committee, and transferring the task of controlling administrative procedures to the Provincial Public Administration Service Center. In July 2025, the province reorganized the One-level Public Administration Service Center system towards expanding operations to the grassroots level, establishing 54 new Public Administration Service Centers in communes, wards, and special zones, along with 8 Reception and Result Delivery points under 2 Special Zone Public Administration Service Centers to suit the 2-level local government model.

After nearly 1 year of implementation, the model has proven to be clearly effective, the apparatus is more streamlined, the staff is managed by the center so there is no frequent disruption, the coordination of staff working at the centers is arranged according to the frequency of local file transactions to ensure suitability, training and development work is carried out promptly. The transfer of the task of controlling administrative procedures from the Provincial People's Committee Office to the management center has helped to control administrative procedures in a synchronous, unified, consistent, timely manner, facilitating the announcement and publicization of administrative procedures. The work of handling administrative procedures is controlled independently, closely following the steps, as well as the results of handling administrative procedures by the People's Committees of communes, wards and special zones are transparent and effective.

The process, method, and content of handling administrative procedures are implemented uniformly throughout the entire one-level system. The arrangement of specialized staff of the Public Administration Service Center of communes, wards, and special zones to perform the task of receiving all administrative procedures at communes, wards, and special zones, regardless of administrative boundaries. Inspection and supervision work through software systems, people's feedback, or weekly direct meetings of the center have promptly captured information and have appropriate reward mechanisms, as well as timely corrections and reminders for violations...

- How does this model facilitate managers, officers and people in the process of handling administrative procedures, madam?

+ For managers, centralizing the focal point helps to easily operate, monitor, check and evaluate the quality of handling records throughout the province in real time, avoiding overlapping or shirking responsibilities; at the same time, optimizing the arrangement of facilities and staff, ensuring resources are used effectively.

Staff of Tien Yen Commune Public Administration Service Center guide people to submit administrative procedures.

For officials and civil servants, the model has optimized business processes to reduce intermediary steps, avoiding dispersion and overlap. Centralizing documents helps officials focus more on their work, improving professionalism and efficiency.

For people and businesses, all administrative procedures are brought to a single point of contact, resolved according to standardized, public, easy-to-follow procedures; resolving administrative procedures without administrative boundaries helps people submit administrative procedures at any Public Administration Service Center, without having to go to the right place with administrative authority, helping to save maximum time and travel costs.

- What solutions and roadmap are needed in the coming time to make the model more effective, madam?

+ The Provincial Public Administration Service Center is continuing to improve its information technology infrastructure, promote connectivity, data integration and digitization of the entire administrative procedure processing process; improve the quality of human resources, promote in-depth training on skills in handling interconnected administrative procedures, skills in using technology and especially service culture according to professional and friendly standards. Build a monitoring and quantitative assessment mechanism using specific indicators (KPI, satisfaction level, online processing rate...), publicize and make transparent the results to improve responsibility and service quality; continue to improve remuneration policies, arrange reasonable personnel, and link responsibility with work results.

When deployed synchronously, this model will not only help Quang Ninh maintain its pioneering position in administrative reform, but also serve as a model for other localities to learn from, moving towards a professional, modern administration that best serves people and businesses.

Thank you very much!

Ngoc Tram

Source: https://baoquangninh.vn/hieu-qua-mo-hinh-trung-tam-phuc-vu-hanh-chinh-cong-mot-cap-tinh-quang-ninh-3381697.html