Mong Cai City: Innovation to better serve the people

People come to make ID cards at the HCC Service Center Branch in Mong Cai City

Accordingly, the city has achieved many positive results in handling administrative procedures, focusing on strongly reforming administrative processes, simplifying procedures, and speeding up the processing of records. According to the report of the Mong Cai City Public Administration Service Center Branch ( Quang Ninh Public Administration Service Center), from 2021 to the end of the first quarter of 2025, the city received and processed more than 330,000 records at the city level and nearly 41,000 records at the commune level. The rate of on-time and early processing is always above 98%, especially in 2024, it reached almost absolute with 99.99% of records processed on time. Notably, the rate of digitization of records and results of handling administrative procedures increased sharply from 0% in 2021 to 86.06% in 2024, and reached 81.21% in the first quarter of 2025. The exploitation and reuse of digital data also reached a rate of 51%, helping to save time and costs for people. Mong Cai has proactively deployed online public services throughout the process, gradually forming a digital government. The rate of people and businesses using online public services has increased steadily over the years. 100% of eligible administrative procedures have been provided with level 4 public services, publicly available on the Provincial and National Public Service Portal. The payment of fees and charges for administrative procedures without using cash has also achieved positive results. By 2024, 100% of transactions at the city and commune levels have been made without using cash through digital channels, helping to make finances more transparent and convenient for people.

In particular, the organization of the administrative apparatus and staff is increasingly professional. The city focuses on perfecting the organization of the administrative apparatus, improving the quality of the staff and civil servants. It has synchronously deployed measures such as innovating the recruitment, evaluation, training and development of staff in line with the requirements of digital transformation and administrative procedure reform. The assessment of people's satisfaction is carried out periodically and continuously. In 2024, the city issued more than 8,600 survey forms, the results showed a very high level of satisfaction, affirming people's trust in the government. The work of publicizing administrative procedures is always carried out in accordance with regulations, with 100% of procedures posted at the one-stop department, the HCC Service Center and on the Public Service Portal. The city has also synchronously deployed many solutions to control the process of handling administrative procedures, such as standardizing processes, reducing processing time, and applying QR codes to look up handling results.

The 3-year period (2021-2023) is a period of strong transformation in implementing the reduction of time for handling administrative procedures. During this time, Mong Cai has cut more than 3,300 days of processing administrative procedures at the HCC Service Center and more than 3,100 days at the commune-level reception department, contributing to reducing pressure on state agencies and reducing waiting time for people.

A bright spot of Mong Cai is that the propaganda work on administrative reform has been deployed in a variety of ways, from radio, television, electronic newspapers, social networks to billboards and posters at the grassroots level. The city has also created dozens of videos , infographics, and short clips to propagate administrative reform, helping to raise public awareness. In particular, the model of "Friendly Government serving the people" has been deployed synchronously in communes and wards; the model of mobile propaganda cars on administrative reform and digital transformation in remote areas has also brought about positive effects.

With the strong determination of the entire political system, the proactive participation of all levels and sectors, and practical initiatives, the reform of administrative procedures in Mong Cai has achieved many impressive results. This is an important foundation for the city to move towards the goal of building a modern, friendly digital government that serves people and businesses better and better. In the coming time, Mong Cai aims to improve the efficiency of serving people and businesses; continue to review and streamline procedures, build a digital government, promote the application of artificial intelligence and big data in managing and resolving administrative procedures.

Que Ninh

Source: https://baoquangninh.vn/doi-moi-de-phuc-vu-nhan-dan-tot-hon-3361259.html