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| Public officials at the Hung An Commune Public Administrative Service Center handle administrative procedures for citizens. |
Citizen satisfaction is the measure.
Visiting the Hung An Commune Public Administrative Service Center one day at the end of June, we observed a bustling and orderly working atmosphere. Citizens coming to complete procedures were guided attentively by staff from the initial queuing and form completion to online submission of documents.
Mr. Hoang Van Uy, from Kieu village, Hung An commune, who came to complete the procedure for obtaining a birth certificate for his grandchild, shared: "Previously, completing paperwork required multiple trips, and sometimes I had to go back to get additional documents if something was missing. Now, the officials provide very specific guidance, and many procedures can be submitted online, saving a lot of time and money."
To improve service quality, 100% of commune-level public administrative service centers in the province have been invested in with facilities, equipment, and electronic one-stop software that is synchronously connected with the province's administrative procedure information system and the National Public Service Portal. On average, each center is equipped with 5 transaction counters and 6 computers for receiving and processing applications; more than 92.6% of civil servants and public employees working at the centers have been issued specialized digital signatures.
In the first six months of 2026, the entire province received over 448,800 administrative procedure dossiers under the jurisdiction of the commune-level People's Committees, of which 444,247 dossiers were submitted online, accounting for 99.41% of newly received dossiers. 445,313 dossiers were processed, with a 99.33% rate of timely and early processing.
Digitalization of administrative reform
Alongside the innovation in service methods, localities are actively applying information technology and digital transformation in implementing administrative reforms.
To date, the province has 2,190 administrative procedures serving citizens and businesses; including 1,413 fully online public services and 786 partially online public services. The province has reviewed and approved simplification plans for 1,621 administrative procedures; and proactively reduced processing times for 984 procedures under its jurisdiction.
The digitization of records and administrative procedure resolution results continues to be promoted. The rate of digitized records and administrative procedure resolution results reached over 92%; the rate of exploitation and reuse of digitized information and data reached nearly 97%.
Viet Lam is one of the first communes in the province to equip its village officials and community digital technology groups in all 14 villages with computers and printers by the end of 2025. Simultaneously, it has invested in providing adequate equipment for the commune's public administrative service center; organized computer skills training for village officials; and established and trained digital skills for the commune and village digital technology groups to support people in carrying out administrative procedures online, right from the village level.
Mr. Dang Van San, a member of the community digital transformation team in Nam Quang village, Viet Lam commune, shared: "Initially, many people were unfamiliar with using online public services. The digital transformation team went to each household to guide them in installing applications, creating electronic identity accounts, and submitting online applications. Now, many people are proactively carrying out procedures right at home."
In addition to investing in digital infrastructure, the province also focuses on improving the capacity of grassroots officials. In the first six months of the year, the entire province organized 10 training courses on administrative reform for 918 participants, including 470 commune-level officials and civil servants and 448 members of community digital transformation teams in 36 communes and wards.
Ms. Do Thi Thuy Dung, a civil servant at the Hung An Commune Public Administrative Service Center, stated: "The application of information technology significantly reduces the time required to process documents and effectively monitors and controls errors during the work process. However, in some remote and rural areas, people still need more support in accessing digital services."
Continue to improve service quality.
Despite the achievements, administrative reform at the grassroots level still faces some difficulties, such as limited access to information technology among some people; telecommunications infrastructure in some remote areas is not yet fully synchronized; there are still overdue cases in some areas; and the expertise and professional skills of the staff are not uniform...
To address these issues, in the first six months of the year, the province conducted inspections of administrative reform work at 17 agencies and units, including 4 departments and 13 communes and wards; at the same time, it continued to tighten administrative discipline and order, and enhance the responsibility of heads of departments.
According to the Department of Internal Affairs' assessment, the implementation of the two-tiered local government model places very high demands on administrative reform at the grassroots level. Therefore, the province is promoting decentralization and delegation of power coupled with inspection and supervision; focusing on improving the quality of cadres and civil servants; accelerating digital transformation, simplifying administrative procedures, and ensuring better service for citizens and businesses. When each cadre and civil servant truly shifts from a "management" mindset to a "service" mindset, putting the people at the center, administrative reform will continue to be an important driving force for socio-economic development, building a government that is close to the people, responsive to the people, and serving the people.
Text and photos: Luong Ha
Source: https://baotuyenquang.com.vn/chuyen-muc-cai-cach-hanh-chinh/202607/tan-tuy-trach-nhiem-phuc-vu-nhan-dan-85e483b/
