Mong Cai City: Innovating to better serve the people.

In recent years, Mong Cai City has made many breakthrough efforts in administrative reform, especially in reforming administrative procedures, gradually building an e-government and digital government, contributing to improving the effectiveness and efficiency of state management and the satisfaction of citizens and businesses.

People applying for identity cards at the Mong Cai City Public Service Center branch.

Accordingly, the city has achieved many positive results in resolving administrative procedures, focusing on strongly reforming administrative processes, simplifying procedures, and accelerating the processing of dossiers. According to the report of the Mong Cai City Public Administrative Service Center Branch ( Quang Ninh Public Administrative Service Center), from 2021 to the end of the first quarter of 2025, the city received and processed more than 330,000 dossiers at the city level and nearly 41,000 dossiers at the commune level. The rate of timely and early resolution always reached over 98%, especially in 2024, reaching almost 99.99% of dossiers processed on time. Notably, the rate of dossier digitization and the results of administrative procedure resolution 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 has also reached 51%, saving time and costs for citizens. Mong Cai has proactively implemented full-process online public services, gradually forming a digital government. The percentage of citizens and businesses using online public services has steadily increased over the years. 100% of eligible administrative procedures have been provided at level 4, publicly available on the provincial and national Public Service Portals. Non-cash payment of administrative fees and charges has also yielded positive results. By 2024, 100% of transactions at the city and commune levels will be conducted using non-cash payments through digital channels, contributing to financial transparency and greater convenience for citizens.

In particular, the organization of the administrative apparatus and the administrative staff are becoming increasingly professional. The city focuses on consolidating the administrative apparatus and improving the quality of its staff and civil servants. It has implemented comprehensive measures such as reforming recruitment, evaluation, training, and professional development for officials in line with the requirements of digital transformation and administrative procedure reform. Citizen satisfaction assessments are conducted regularly and continuously. In 2024, the city distributed over 8,600 survey questionnaires, with results showing a very high level of satisfaction, affirming the people's trust in the government. The public disclosure of administrative procedures is always carried out in accordance with regulations, with 100% of procedures listed at the one-stop service center, the Administrative Service Center, and on the Public Service Portal. The city has also implemented many comprehensive solutions to control the process of handling administrative procedures, such as standardizing procedures, reducing processing time, and applying QR codes for checking results.

The three years from 2021 to 2023 marked a period of significant transformation in reducing administrative procedure processing times. During this time, Mong Cai reduced the processing time for administrative procedures by more than 3,300 days at the Administrative Service Center and by more than 3,100 days at the commune-level reception departments, contributing to easing the pressure on state agencies and reducing waiting times for citizens.

One highlight of Mong Cai is the diverse approach to disseminating information about administrative reform, ranging from radio and television broadcasts, online newspapers, and social media to billboards and posters at the grassroots level. The city has also produced dozens of videos , infographics, and short clips promoting administrative procedure reform, helping to raise community awareness. In particular, the "Friendly Government for the People" model has been implemented synchronously in communes and wards; the mobile propaganda vehicle model promoting administrative reform and digital transformation in remote areas has also yielded positive results.

With the strong determination of the entire political system, the proactive involvement of all levels and sectors, and initiatives from practical experience, administrative procedure reform 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 the people and businesses even better. In the coming time, Mong Cai aims to improve the efficiency of services for people and businesses; continue to review and streamline procedures, build a digital government, and promote the application of artificial intelligence and big data in the management and resolution of administrative procedures.

Que Ninh

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