Implementation practices in communes across the province show that the spirit of synchronous coordination and proactive participation of support forces not only helps reduce work pressure for local authorities but also contributes significantly to building people's trust in the new government model.
"Powerful assistant"
When the two-level local government apparatus officially operated, the number of administrative procedure reception points decreased and the number of people coming to transact increased. Some officials and people were not yet proficient in information technology, making the implementation of online administrative procedures initially confusing. At this time, the timely intervention of support forces contributed to removing difficulties, helping the grassroots government operate smoothly.
At the public administrative service centers of some communes and wards in the province, forces such as the youth union and post office staff proactively supported people to look up and register procedures on the National Public Service Portal, provided instructions on how to operate on mobile devices, install and use the VNeID application, and electronic identification accounts; at the same time, supported commune and ward officials to process electronic records, digitize documents, and clean data. Employees of telecommunications companies such as VNPT and Viettel organized mobile technical support for commune and ward officials; when there was an incident, staff were present to handle or provide timely online instructions.
Present at the Dong Kinh Ward Public Administration Service Center in early July 2025, we saw that the union members and youths actively supporting the grassroots in sorting, guiding people to operate the equipment, and supporting the implementation of procedures according to the process. At the Ky Lua Ward Public Administration Service Center, post office staff directly welcomed and guided people to submit applications online, and supported the return of results at home via the public postal service.
Ms. To Thi Bong, residing on Tran Dang Ninh Street, Ky Lua Ward, shared: “When I first arrived at the Ward Public Administration Service Center, I was quite confused because I did not know which counter the administrative procedures related to my business license were carried out at. Thanks to the guidance of the union members, I knew how to look up, register and go to the correct reception department. I was also supported to install and use the VNeID application, so the administrative procedures were resolved quickly and conveniently.”
Not only in central wards but also in highland communes, this work is also systematically implemented. In fact, in many areas with a large number of ethnic minorities such as Cong Son, Tan Thanh, Trang Cac, Ba Son, Xuan Duong, etc., it shows that people have little access to technology, many people only use computers or smartphones to carry out administrative procedures. In that context, the persistence of volunteers and technical staff in guiding and supporting each step and stage has helped to gradually remove technological barriers and create a proactive mindset for people in accessing public services.
Not only stopping at direct support, some communes also flexibly arrange volunteers to be on duty during peak hours, coordinate with organizations in villages and hamlets to guide people to prepare documents, make declarations on paper... before coming to the administrative service center. This not only shortens the time to process procedures on the spot, but also helps people not feel confused or worried when coming to the public administrative service center.
Join forces for two-level local government
The two-tier local government model reduces administrative units, but also requires high efficiency and accuracy. In wards and communes, officials and civil servants must adapt to the new operating methods while ensuring timely settlement of administrative records for people and businesses. Having support forces has contributed significantly to ensuring work progress and quality.
To operate the government apparatus effectively from the very beginning, the Provincial People's Committee has arranged 93 personnel with information technology expertise to directly support wards and communes in digital transformation. This force is mobilized from telecommunications enterprises and theeducation sector in the area. Before deployment, the personnel are thoroughly trained in skills, expertise and situations arising in the process of using information systems to serve operations, reporting and handling administrative procedures.
On this occasion, the Provincial Post Office also developed a plan to ensure that 65/65 communes and wards have staff and contact points ready to guide people in using online public services. 100% of postal staff participating in support are trained in professional skills, expertise, and communication skills to meet job requirements.
Mr. Doan Thanh Cong, Secretary of the Provincial Youth Union, Head of the Youth Union and Youth Affairs Department of the Vietnam Fatherland Front Committee of the province, said: We have deployed and maintained 67 youth volunteer teams to support the operation of the 2-level local government model and provide online public services, with more than 3,000 union members and young people participating. The teams are associated with summer volunteer campaigns such as "Green Summer", "Red Flamboyant", "Pink Vacation", "Green March"... In addition to receiving and sorting people, instructing on how to operate software and digital applications, volunteers also support the commune in editing and digitizing population data, entering data into the system, and arranging documents. Thereby contributing to improving the quality of service of the grassroots government, while creating a practical training and dedication environment for young people.
In practice, some commune-level public administration centers still have limited infrastructure, unstable internet connections, and unsynchronized technology equipment. The presence of IT technicians at the grassroots level helps to promptly handle technical situations, thereby maintaining the stability of management platforms, reporting information systems, operations, and receiving and returning public service results.
Mr. La Van Tung, Chairman of Cong Son Commune People's Committee, said: Right from the first days of operating the two-level local government, Cong Son Commune has received timely support and guidance from VNPT staff, union members, and youth. When commune officials encounter problems while performing their duties in the electronic environment, they are directly supported or guided to handle them remotely. People coming to do administrative procedures, especially those in remote areas with little access to technology, are also enthusiastically supported.
The stable operation of the two-level local government from the very beginning has had a significant contribution from supporting forces. When the streamlined apparatus is strengthened by technological infrastructure, a team of specialized personnel and the consensus of the entire system, the efficiency of serving the people is improved, contributing to the effective implementation of the goal of building a modern, serving, and people-friendly administration. The above-mentioned effective "assistants" not only provide technical support, but also contribute to changing people's awareness of digital transformation, creating a real and sustainable change in administrative reform in the province.
Source: https://baolangson.vn/nhung-tro-thu-dac-luc-o-co-so-5053395.html
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