QR code one-stop shop
Entering any one-stop department at the People's Committee of any ward, commune, district or county in Ho Chi Minh City, people can easily see QR codes posted on tables, glass doors, and walls in this area.
These are QR codes for logging into online public service portals, QR codes for procedures in various fields for people to easily operate, or QR codes for online payment of fees during the procedure.
Many kiosks for looking up records, desktop computers for people to directly carry out procedures, or TV screens showing simple videos to guide people... make the one-stop department more modern.
At the People's Committee of Vinh Loc A commune, Binh Chanh district, Mr. Tan Hien Phat was surprised by the changes of the commune's one-stop shop when he came to notarize documents. "I rarely go to the commune because I'm busy working everywhere to make a living. Now that I need to do paperwork, I've come back to my locality to do it. Everything is so different. I see QR codes everywhere, I can scan them to pay, I can scan them to do procedures, everything seems simpler than when I go to a state agency," said Mr. Phat.
Mr. Dang Van Ha wore reading glasses to look at the QR codes posted right at the entrance of the one-stop shop of Vinh Loc A commune. "I saw the QR codes posted with the words 'this field' and 'that field' written on them. I scanned them with my phone and they showed instructions for people to follow" - Mr. Ha said and said that although the instructions were long, they were interesting. He could save them and take them out to study when needed, and take them out to look at the procedures needed for which field.
The leader of the People's Committee of Vinh Loc A commune, Binh Chanh district, said that the initiative to QR-ize the one-stop shop came from the officials and civil servants who directly receive and return people's documents. Officials use QR codes to evaluate people's satisfaction with the handling of their documents; there are codes to go directly to Zalo pages, the commune's electronic information page; especially there are many QR codes digitizing 133/133 sets of commune-level administrative procedures that people need to know.
According to the leader of Vinh Loc A commune, Binh Chanh district, this is an effort to build a digital administration and fortunately it has been accepted by the people, creating many positive effects. "We also understand that the story of digital transformation of the administrative system is not a matter of a day or a meal, but requires perseverance for people to understand and change their thinking," said the leader.
To continue digitizing the one-stop shop, the leader of Vinh Loc A commune said that the locality will develop the shortest and easiest-to-understand administrative procedure manuals so that people do not have to waste time absorbing these 133 sets of administrative procedures.
“With a densely populated area where 80% of the population are immigrants, most of whom are workers, access to digital government cannot be quick. Therefore, it requires the government to continuously improve its methods,” he added.
In Binh Tan District, the leader of the District People's Committee said that the reception and result delivery department of the District People's Committee and 10 wards have posted administrative procedures under their authority by integrating with QR codes to help people easily search for related content. The District also posted QR codes with integrated links so that people can easily forward and submit applications online on the public service system.
In addition to using QR codes, 10 wards are also equipped with computers so that people who come directly to the ward and neighborhood People's Committee headquarters can log in and submit applications online.
With many efforts, the district's online public service implementation results in 2024 reached 97.7%, an increase of 28.5% compared to 2023.
Resolve procedures across time
In District 6, the 24/7 automatic file receiving and returning system (called 24/7 ATM) located in front of the District People's Committee headquarters is a highlight in the local digital transformation work, put into operation since March 2021.
Every morning, Ms. Ngu Bao Vinh, an officer of the Online Public Service Consulting Team, goes to the 24/7 ATM to check the documents that people have submitted to the machine before. After sorting, she sends the documents to the relevant departments for processing. This work takes place three times a day at fixed times: 8:00, 13:30 and 16:00.
After receiving the results from the departments, Ms. Vinh checks the documents, arranges them by type of procedure, and brings them to the ATM to return the results to the people. For each set of documents entered into the machine, she will send a text message directly to the people to come and receive the results.
“If after three days people do not come to collect their documents, I will bring the documents back to the one-stop department. On average, this ATM receives 5-10 documents per day,” Ms. Vinh informed.
Meeting Ms. Tran Bao Y (Ward 13, District 6) at the ATM, skillfully entering her phone number and OTP code to receive a new CCCD, she said that she had submitted her application and received the results many times at the machine before. She assessed that the steps were very simple and convenient, and she could submit her application at any time.
“The most convenient thing is that I don’t have to come during office hours. I only come after work to submit my documents. Not to mention, not meeting the staff also avoids bureaucracy. Only when there is a problem will the staff contact me,” said Ms. Y.
Mr. Nguyen Thai Binh (Ward 9) also regularly goes to the 24/7 ATM to receive and submit documents around 9-10pm. “The documents I came to receive today were also submitted last night. Because of my busy work schedule, I come out whenever I have free time. Thanks to this machine, I don’t have to take a day off work,” Mr. Binh said.
Speaking to Phap Luat TP.HCM newspaper, Ms. Vuong Thanh Lieu, Vice Chairman of District 6 People's Committee, said that during the COVID-19 pandemic, ATMs have been effective, reducing contact between officials and people while still ensuring the implementation of administrative procedures.
After more than three years of implementation, District 6 decided to upgrade the 24/7 ATM in January 2025 by adding one more ATM, increasing the number of files received and returned (from 30 trays to 90 trays); expanding the reception of 49/261 administrative procedures under the district's jurisdiction, returning results of 42/114 administrative procedures currently performing online public services in full and in part.
According to Ms. Lieu, the district has added the form of receiving results at ATM 24/7 with procedures performed on the city's administrative procedure settlement information system; added features for people to perform procedures online at the machine; added electronic payment features; switched to the form of issuing electronic receipts...
Notably, District 6 also coordinated with the police to return the results of five administrative procedures in the field of issuing and managing ID cards via ATMs. By the end of the first quarter of 2025, the 24/7 ATM had received nearly 12,000 applications and returned nearly 5,000 applications.
“Since its inception, the 24/7 ATM has changed the entire process of operation of the one-stop department, improving the efficiency of handling administrative procedures, reducing pressure on staff, preventing harassment and annoyance, and especially helping to handle administrative procedures without time limits for people and businesses,” said Ms. Lieu.
Install smart citizen reception kiosk
At the People's Committee of District 3, after renovation, the reception and result delivery department of the district became spacious and modern. In particular, the district installed a smart citizen reception kiosk, helping people get a number when coming to do administrative procedures.
The kiosk screen displays eight areas under the jurisdiction of the district level, including household registration excerpts, certified translations, household registration, real estate (new issuance), environment, business registration, healthcare, construction - engineering - planning. People only need to choose the area they need to do the procedure for, then scan their CCCD or VNeID to get a number.
The system provides instructions entirely in words for people to easily operate. After scanning the ID card, the system will read the name and serial number of the person "Please see the serial number on the screen".
When it is their turn, the system also reads the name and serial number of the citizen so that they can continue to do the procedures at the counter with the guidance of the receiving officer or civil servant.
Source: https://ttbc-hcm.gov.vn/tp-hcm-so-hoa-bo-phan-1-cua-de-phuc-vu-dan-tot-hon-thu-tuc-hanh-chinh-1019012.html
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