This is not just about cutting paperwork, streamlining processes, or applying technology, but also about shifting from a management mindset to a service-oriented mindset, making the satisfaction of citizens and businesses the highest goal of modern administration.
Over the years, the city's administrative reforms have created significant strides in improving the quality and efficiency of services provided to citizens and businesses. Satisfaction indices have increased, social costs have been reduced, and practical experiences have been enhanced.
In particular, the city has made breakthroughs in receiving and processing administrative procedures online, without geographical boundaries. Simultaneously, the acceleration of administrative procedure restructuring to simplify processes, reuse digitized data, and connect and share data according to the motto "One task, one time; one application, one time submission," and "one-stop shop - one system - one data" is gradually proving effective, connecting different levels and sectors, reducing information duplication, and shortening processing time. This has resulted in tangible, measurable, and cost-saving benefits for citizens and businesses.
Digital platforms, virtual assistants, and intelligent operational monitoring systems will also continue to be developed to improve service efficiency and reduce processing time. From a "administrative management" mindset, Hanoi is strongly shifting towards a "creative, service-oriented" mindset, placing the citizen's experience at the center of the reform process.
When using citizen satisfaction as a benchmark, administrative reform is not just about processes or modern technology, but rather about the internal transformation of the civil servant workforce, with a dedicated service attitude combined with initiatives and innovations that have driven rapid and effective innovation. From the city level to the grassroots, many unique models, suited to local conditions, have been implemented, such as the one-level Public Administrative Service Center with branches, and initiatives in innovative management thinking to improve the efficiency of serving citizens and businesses. This has improved the quality of administrative reform by reducing inconvenience for citizens; ensuring that administrative documents and procedures are processed quickly; and fostering a service-oriented spirit among officials, enabling many procedures to be resolved on the spot and in line with practical realities.
Building upon past achievements and entering a new phase of development, the city's State Administrative Reform Plan for the period 2026-2030 continues to aim for higher goals in building a modern and transparent administration. One of the notable highlights is the clear identification of citizens as both the center, the subject, and the target of reform.
Furthermore, Hanoi will accelerate the digitization of records, utilize shared data, deploy full-process online public services, and implement procedures regardless of administrative boundaries. The city aims to have 90% of digitized data reused in administrative procedures by 2030, and 100% of state agencies providing open data that meets standards. Hanoi will also complete the construction and upgrading of specialized databases according to the principles of "accuracy, completeness, cleanliness, viability, uniformity, and shared use," serving the resolution of administrative procedures and the provision of public services. More importantly, administrative reform will not only focus on processing records but also aim to improve the quality of service to citizens and businesses, and build a transparent administration.
When every official and every agency acts with a spirit of service, the effectiveness of administrative reform will be measured by the satisfaction of citizens and businesses. When citizens are truly satisfied with the changes in each public service, each administrative procedure, and each interaction with the government; when administrative procedures are streamlined, data is connected, and the accountability of officials is enhanced, each dossier will not only be processed faster, but also more transparently and efficiently. And it is from these concrete changes that citizens travel less, businesses have more convenience, and the administrative apparatus operates more smoothly – creating a sustainable foundation for the growth and development of the capital city. This contributes to building a proactive government that serves the people.
Source: https://hanoimoi.vn/thuoc-do-hieu-qua-cai-cach-hanh-chinh-971956.html
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