Digitalization to improve service quality.

Promoting digitalization at the Public Administrative Service Center (PVHCC) in Hoa Quy commune not only helps to resolve administrative procedures more quickly and transparently, but also aims towards a service-oriented administration that puts citizens and businesses at the center.

People come to carry out administrative procedures at the Public Service Center of Hoa Quy commune.

Having just completed administrative procedures in the field of social welfare, Mr. Nguyen Van Minh, from Lang Gia village, Hoa Quy commune, shared: “I am very satisfied with the working style of the center's officials and staff. Not only were I guided step-by-step through the procedures meticulously, but my concerns and difficulties were also answered, so I feel very reassured.”

Not only Mr. Minh, but many people who come to the Hoa Quy Commune Public Service Center to complete administrative procedures are delighted with the improvements there. The procedures are publicly and transparently displayed; timely receipt and delivery of results are emphasized, especially at the end of the year when the demand for notarization, civil registration, and document verification increases.

Notably, 100% of administrative documents in the area were submitted online, demonstrating progress in administrative reform and digital transformation at the commune level. Maintaining administrative discipline and order during the days leading up to Tet not only ensured smooth operations but also strengthened people's trust in the new local government apparatus.

Recognizing administrative procedure reform as a central and continuous task in building a digital government, the Hoa Quy Commune Public Service Center has focused on promoting the application of information technology and gradually innovating the methods of receiving and resolving administrative procedures.

Mr. Dinh Huy Tuyen, Deputy Director of the Hoa Quy Commune Public Service Center, said: “The synchronization and connection of specialized software with the Administrative Procedure Resolution Information System and the National Public Service Portal has created an important foundation for implementing administrative procedure resolution in an electronic environment. The Hoa Quy Commune Public Service Center is effectively implementing the electronic one-stop software in receiving and resolving administrative procedures; the results of the resolution are publicly available at the center and on the commune's electronic information portal, making it easy for organizations and individuals to track. The staff at the center always work with a high sense of responsibility, ensuring the timely and accurate receipt and resolution of administrative procedures, with the goal of using people's satisfaction as a measure of service effectiveness.”

In 2025, Hoa Quy commune publicly posted 399 administrative procedures under its jurisdiction, regularly updating and publicly displaying 100% of administrative procedures in all areas under its jurisdiction at the Public Service Center and establishing a banner for publicly posting administrative procedures on the commune's website.

In particular, through the assessment of the quality of administrative procedure resolution in 2025, many indicators achieved high rates such as: the transparency index reached 100%; the rate of digitization of documents and results of administrative procedure resolution reached 100%; the level of citizen satisfaction reached 100%; the progress of resolving documents and administrative procedures reached 97.3%; the rate of online payment reached 86.2%...

Along with improving infrastructure, the center has also invested in purchasing necessary equipment to serve the handling of administrative procedures, such as: computers, administrative procedure lookup devices, printers, scanners, counters, cameras, air conditioners, and a high-speed network system, maximizing access to services and improving citizen satisfaction.

However, despite the achievements, the center still faces many difficulties such as: the existing machinery and equipment are not standardized; due to a shortage of staff, one person has to handle multiple tasks, especially in areas with many responsibilities such as land, civil registration, and policy.

According to Lang Xuan Dung, Head of the Culture and Social Affairs Department of Hoa Quy Commune: “After the commune merger, the furthest villages from the commune center are now 15-17km away, making it difficult for many people to travel to the center to carry out administrative procedures. Therefore, people hope that each village cultural center will be equipped with computers and that administrative procedures will be posted so that people can look up and complete these procedures right in their village.”

In the coming period, to further promote digitalization and build a smart and modern Public Service Center, Hoa Quy commune will continue to strengthen propaganda efforts to raise awareness among officials, civil servants, and the people about the meaning and important role of digital transformation; improve the quality of activities of community digital technology groups; promote the effective implementation of the "Digital Literacy for the People" movement, guiding people to carry out administrative procedures and cashless payments... right from the grassroots level.

Text and photos: Linh Huong

Source: https://baothanhhoa.vn/so-hoa-de-nang-cao-chat-luong-phuc-vu-279096.htm